ComplaintsforVonage Business Cloud

Name: Vonage Business Cloud
Address: 3200 Windy Hill Rd SE STE 200E, Atlanta, GA, 30339-8435, USA
Telephone: (855) 496-2438

Voice Over Internet Protocol Sales and Services

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Initial Complaint
07/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 03/20/2024 I transferred my phone services to Vonage. On 03/24/2024, I applied for *** Registration with Vonage. Around the middle of May 2024, they shut off my *** Registration without a notice and told me to re-register for *** services which I did due to an FCC update. At that time, they advised me that it would take "a few weeks" and it also states this on the *** Registration page in my account. It is not over two months and there still is not resolution., Each time I call or send a ticket I receive the same canned response: "We are waiting for the carriers to approve it". I don't know why they cannot reach out to the carrier to address why it is taking so long for an approval as this adversely impacting me financially as people cannot get a hold of me. I just want a quick resolution to this long overdue issue.
Business response
07/30/2024
To Whom It May ***************** am writing in response to the complaint received on behalf of *********************. The complaint served on July 23th, 2024, relates to **************** requesting additional assistance registering for 10DLC imposed by the *** (Mobile Network Operators).

Vonage has reviewed the details surrounding the complaint, and our records regarding the account. **************** campaign has been approved by The Campaign Registry (*********************************), and his SMS capabilities have been fully restored.

I am confident that this information will be helpful in resolving this matter.

Sincerely,

***********************
Executive Response Team
Customer response
07/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.
My SMS services have been turned back on effective today, July 30, 2024.
Sincerely,

*********************
Initial Complaint
07/18/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I order service and was supposed to receive an email with further instructions in 30 min. It's been more than ****************************************************************************** then was bounced twice and no one was able to help me. I don't want to deal with this company and I want to cancel any relationship I have with this company. I was lucky enough to save the order number. B2D44E1D-AE66-44B0-8D84-4D036FE78479
Business response
07/22/2024

To Whom It May ***************** am writing in response to the complaint received on behalf of ***********************. The complaint, logged on 07/18/2024, relates to Mr. ****************** to close out his account.

********************** has reviewed the details surrounding the complaint, and our records regarding ****************** account. Unfortunately when ************** signed up for a new account, there was a typo in the email address when the account was created. This is the reason ************** never received his welcome email. Our Executive Response Team ("ERT") contacted ************** and he stated he still wanted to move forward with cancelling his account. The account was close on 07/22/2024 and ************** was issued a refund. Vonage considers this matter resolved.

I am confident that this information will be helpful in resolving this matter.

Sincerely,
***********************
Executive Response Team
Initial Complaint
07/16/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We haven't been able to text since May. We registered our number for *** compliance last year when Vonage requested us to do so, and we thought everything was clear. Then, suddenly, our business text line stopped working in late May. We had issues speaking to anyone; only after threatening to disconnect our service did someone from the retention department call, offering a credit, which wasn't what we were seeking, and assured us the *** issue would be resolved. We submitted the *** compliance again, but it still isn't working. We've tried calling several times and are not getting any answers. If you own a business and want to run a smooth operation and need VOIP, avoid Vonage. Their tech support and customer service are non-existent. I have given up trying to resolve this and had to rely on other means to use the text service with our clients. I will also be looking to eventually switch to another provider that actually cares about providing just decent support to their clients.
Business response
07/22/2024
To Whom It May ***************** am writing in response to the complaint received on behalf of *********************************. The complaint served on July 17th, 2024, relates to Mr. ************************* additional assistance registering for 10DLC imposed by the *** (Mobile Network Operators).

Vonage has reviewed the details surrounding the complaint, and our records regarding the account. ********************** has successfully submitted the registration information, but currently the submission is still under review by the carriers. Once the campaign has been approved by The Campaign Registry (*********************************), they will allow SMS traffic to continue. We have opened an expedited request with the carriers to review the submission. We have reached out to ********************** to keep him up to date on the status of the 10DLC registration.

I am confident that this information will be helpful in resolving this matter.

Sincerely,

***********************
Executive Response Team
Customer response
07/22/2024

Complaint: 21998959

I am rejecting this response because:

The same response was given to me back in May in which I was assured they would expedite the process. Till this day I have not received any resolution or response from Vonage. Also, Vonage claims they reached out to me which is not true. I have not had any communication from Vonage regarding this matter

Sincerely,

*********************************
Business response
07/26/2024
To Whom It May ***************** am writing in response to the complaint received on behalf of *********************************. The complaint served on July 17th, 2024, relates to ********************** requesting additional assistance registering for 10DLC imposed by the *** (Mobile Network Operators).

Vonage has reviewed the details surrounding the complaint, and our records regarding the account. ********************** campaign has been approved by The Campaign Registry (*********************************), and his SMS capabilities have been fully restored.

I am confident that this information will be helpful in resolving this matter.

Sincerely,

***********************
Executive Response Team
Initial Complaint
07/02/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had scheduled my Vonage Service to disconnect in August of 2022, I have an email from my office confirming disconnection order is in place, and our Vonage Portal site clearly says right on the front page that the service was scheduled to disconnect on august of 2022- I had put another service provider in place- I have not used Vonage Services for years! However, when i terminated the employment of my bookkeeper, I noticed that although we cancelled service, and although I had another service in place, Vonage continued taking monthly payments out of my bank account since August of 2022. Right up until the day I called them in June of 2024, Vonage was taking funds out of my bank account of nearly $300/month. I filed a complaint with Vonage, I attached the same screen shot I have attached here, I was assured by the Vonage Rep that I would be sent a refund check, especially because their own portal confirms our disconnect order- yet they continued taking advantage of having my original ************* information. This is a tremendous amount of money to have "mistakenly" removed from my bank, and it has been over a month since I called requesting these funds be returned to me. I have not had any communication or refund received, since advising them, and they are still trying to take money out of my bank account!
Business response
07/17/2024
To Whom It May ***************** am writing in response to the complaint received on behalf of Ms. ******************** The complaint, logged on 07/02/2024, relates to Ms. ***** inquiring into a billing matter.

Vonage has reviewed the details surrounding the complaint, and our records regarding Ms. ******* account. It appears that due to ************** having multiple accounts, there was an oversight regarding the cancellation of this account in question. A refund of $6,540.90 has already been issued to ************** on 06/09/2024 (screenshot). Vonage considers this matter resolved.

I am confident that this information will be helpful in resolving this matter.

Sincerely,
***********************
Executive Response Team
Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hello I have been calling Vongage for over a month to try and get an issue fixed with the vonage mobile app. I can not call cusomers with my outgoing mobile minutes. **** keep telling me that i will be getting a call back from a supervisor who can fix this problem but no one ever calls back. I am losing customer because i can get them after hours on the mobile app. This is unacceptable. case number is ********
Business response
07/05/2024
To Whom It May ***************** am writing in response to the complaint received on behalf of *********************. The complaint, logged on 06/27/2024, relates to ************** requesting assistance with his mobile application.

Vonage has reviewed the details surrounding the complaint, and our records regarding ****************** account. Our Executive Response Team ("ERT") contacted ************** to get more detailed information regarding his issue. Currently the issue is not resolved, but our Engineering Team has been engaged to find out if the issue falls on the application or the mobile carrier.

Sincerely,
***********************
Executive Response Team
Customer response
07/05/2024
The issue is still not fixed although they are continuing to look into the matter. I do not want to close this until i have a complete resolution and I know the issue is fixed.
Business response
07/15/2024
To Whom It May *********** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
I am writing in response to the complaint received on behalf of *********************. The complaint, logged on 06/27/2024, relates to ************** requesting assistance with his mobile application.

Vonage has reviewed the details surrounding the complaint, and our records regarding ****************** account. Our Executive Response Team ("ERT") contacted ************** to get more detailed information regarding his issue. Currently the issue is not resolved, but our Engineering Team has been engaged to find out if the issue falls on the application or the mobile carrier.

Sincerely,
***********************
Executive Response Team
Initial Complaint
05/29/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up for Vonage since December 22 and have been having all types of issues since. I spoke to someone from a 732 number in ** who said I could go ahead and port out and they will waive the early termination fee. I finally did so and have emailed "customer service" many times, and have yet to receive a response. I need this mater resolved ASAP.
Business response
06/07/2024
To Whom It May ***************** am writing in response to the complaint received on behalf of *******************************. The complaint, logged on 05/29/2024, relates to Ms. ******* looking to close out their account.

********************** has reviewed the details surrounding the complaint, and our records regarding ********************** account. Per our Terms of Services (************************************************************************) accounts are not closed via email. We have moved forward with the cancellation of Ms. ******* Vonage account. The account was officially closed on 06/07/2024. Vonage considers this matter resolved.

I am confident that this information will be helpful in resolving this matter.

Sincerely,
***********************
Executive Response Team
Customer response
06/13/2024

Complaint: 21777235

I am rejecting this response because:
This response does not confirm that I will not be charged any cancellation fee. I need a response to confirm this as I was given permission to cancel, which is confirmed in the email below.

Sincerely,

***************************
Business response
06/14/2024
To Whom It May ***************** am writing in response to the complaint received on behalf of *******************************. The complaint, logged on 05/29/2024, relates to Ms. ******* looking to close out their account.

********************** has reviewed the details surrounding the complaint, and our records regarding ********************** account. Per our Terms of Services (************************************************************************) accounts are not closed via email. We have moved forward with the cancellation of Ms. ******* Vonage account. All termination fees were waived for the account. The account was officially closed on 06/07/2024. Vonage considers this matter resolved.

I am confident that this information will be helpful in resolving this matter.

Sincerely,
***********************
Executive Response Team
Customer response
06/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
05/28/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
vonage recently disabled text service due to 10DLC registration. they refuse to address the situation. i have had multiple failed registration attempts that they charge me $4 for each time and they have disabled the ability to speak to a live agent. all of their AI chats lead to nowhere and nobody will help me. the only option is to continue to pay $4 for failed registration attempts. this is not ok. i am losing business everyday i am unable to text my customers.
Business response
06/13/2024
To Whom It May ***************** am writing in response to the complaint received on behalf of *******************************. The complaint, logged on 05/28/2024, relates to ******************** having issues with registering for the The Campaign Registry (*************************************************************************************************)

Vonage has reviewed the details surrounding the complaint, and our records regarding ************************ account. An agent from our Executive Response Team ("ERT") contacted ******************** requesting additional documentation associated with his EIN/Tax ID in order to have the account verified by the carriers to have their SMS traffic restored. We are awaiting those documents and will continue to assist ******************** with getting his account verified for *****.

I am confident that this information will be helpful in resolving this matter.

Sincerely,
***********************
Executive Response Team
Initial Complaint
05/16/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
As a result of SMS compliance policy, our texting capability has been at HALT since yesterday. I have been juggling to get this resolved since 2 days. To begin with, we are operating in ******* ****** and we do not text at all any telephone number outside my city ********. There is no question of calling the *** and even ******* province due to the nature of our business.Upon speaking to the Vonage representative after my couple of unsuccessful attempts to register in the portal yesterday, it seems that there is conflict in our business name in Vonage contract to what actually registered with Ontario incorporation registration. We are affiliated to a franchise and we have a unique corporation name - xxxxxx *********** and unique 9 digit Business number. I already have submitted BUSINESS NAME change form to Vonage after learning it.Customer service is not way equipped with adequate knowledge to ensure client's query are answered or resolved. Due Diligence factor of informing the Customer about the policy change is completely missing. Our business which is dependant on text messages is suffering and Vonage is not at help in this matter.1) I am expecting this to be resolved at the earliest;2) I expect an apology from Vonage ; and 3) I am looking for compensation for the services and time/harassment I have been through.
Business response
06/07/2024
To Whom It May ***************** am writing in response to the complaint received on behalf of ******************************. The complaint, logged on 05/17/2024, relates to ****************** inquiring into there company name change request and SMS capabilities.

Vonage has reviewed the details surrounding the complaint, and our records regarding ********************** account. An agent from our Executive Response Team ("ERT") contacted Ms. **************** they were successful in getting the company name change forms updated. Currently ****************** account regarding SMS capabilities is pending Carrier Review due to new regulations (*************************************************************************************************) implemented by Mobile Network Operators (cell providers). We anticipate the carriers to finalize ****************** approval within the next few business days. We are continuously monitoring the updates for the account.
********************** considers this matter resolved.

I am confident that this information will be helpful in resolving this matter.

Sincerely,
***********************
Executive Response Team
Initial Complaint
05/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Vonage ***************** ************** Double charging. On 3/20/2024 I received an email from Vonage ************* that the account was suspended due to nonpayment. I called the Vonage ************* Center at **************. I spoke with an agent that advised that amount due at that time was $43.83 for the month of March. The agent advised that they would process the payment, reinstate the account and assist with the overall phone service issues. The phone service was reinstated. The payment appeared on my credit card statement as: VBS*VONAGE BUSINESS ************ GA ***** USA Made on Wednesday, March 20, 2024 Posted on Thursday, March 21, 2024 I received an email on 5/06/2024 6:34 AM advising . " According to our records, we have not received payment for your monthly invoice generated on ***** 18, 2024. As a result, your account was suspended on May 06, 2024. You can no longer make calls or receive calls using your Vonage account.IMPORTANT: If you do not pay the past-due balance and reactivate your account before May 19, 2024, your account will be cancelled. If your account is cancelled, any phone numbers associated with your account will be removed and all recordings will be permanently deleted.Update your credit card information online and refer to our Update Payment Information article for assistance."When going to the portal to process the payment due it advised that a payment for March was due. The portal would not accept the payment due for ***** but forces one to pay for March and *****. I contacted Vonage only to spend 24 minutes on the line while the agent advised that the account was past due $87 and shutdown due to fraud. He then advised me to email the fraud department to resolve this matter. I advised that this is ridiculous and I am missing business calls for a transport company! I questioned if he could update the portal and process the payment. He advised me to contact the fraud department. I was advised the same with the online
Business response
05/13/2024
To Whom It May ***************** am writing in response to the complaint received on behalf of Ms. ****************************** The complaint, logged on 05/06/2024, relates to **************** inquiring into a billing matter.

Vonage has reviewed the details surrounding the complaint, and our records regarding ******************** account. Our Executive Response Team ("ERT") contacted **************** and explained the account is currently in arrears. Below is a current breakdown of the payment history:
Invoice date: December 18, 2023 $43.82 (Paid 1/18/2024)
Invoice date: January 18, 2024 $43.83 (Paid 2/3/2024)
Invoice date: February 18, 2024 $43.83 (Paid 3/20/2024)
Invoice date: March 20, 2024 $43.83 (Unpaid)
Invoice date: April 18, 2024 $43.67 (Unpaid)

The March 20th invoice and April 18th invoices are unpaid, which is why the current balance is $87.50.  Vonage considers this matter resolved.

I am confident that this information will be helpful in resolving this matter.

Sincerely,
***********************
Executive Response Team
Customer response
05/15/2024

Complaint: 21672610

I am rejecting this response because:
********please note BBB allows 30 mins to submit the response the system advise error several times when attempting to upload my supporting documents please review response in its entirety
I am not satisfied and this matter is NOT RESOLVED.  Every document submitted to BBB supports my claims of false charges, and errors.  Please see further document of conflicting emails with differentiating amounts and cancellation dates.

Recap :
I received an emailed invoice on Friday, May 3, 5:40 AM :

We were not able to process your payment for account ****** due to an issue with your credit card.
Transaction Date:
Transaction Amount:
Credit Card Type:
Credit Card Ending In:
Reason:
May 02, 2024
$43.67
MasterCard
************8696
Credit Floor
You may view your monthly invoice here
If we do not receive payment before May 05, 2024 your account

I logged into the account to pay the listed invoice and avoid disconnection.  The portal requested $87.00 versus the $43 that invoiced.  My business phone service was disconnected for failure to pay the portal amount. We were unable to dispatch trips or receive calls that our medically challenged clients were ready for pick up or drop off. I contacted Vonage several times regarding the discrepancy. I was met with extended hold times, reps providing inaccurate information then referring me to the fraud department. I sent several emails  to have the phone service reinstated. I did not receive a response. I did not receive a response until I filed a complaint with the BBB.

May 6, 1:17 PM:  I filed the complaint with the BBB

Monday, May 6, 9:00 PM : I received a manipulated emailed invoice from *********************** with Vonage on reflecting the portal amount instead of the original invoice that was emailed several times prior to contacting the BBB.  The new manipulated invoice read :

We were not able to process your payment for account ****** due to an issue with your credit card.

Transaction Date:
May 06, 2024
Transaction Amount:
$87.50
Credit Card Type:
MasterCard
Credit Card Ending In:
************8696
Reason:
89: Credit Floor

Please update your credit card information online and refer to our Update Payment Informationarticle for assistance.

Once your credit card is updated, click Pay Now to submit your payment.

Sincerely,
Vonage

This email was sent from a mailbox that does not accept replies
Transaction Date: May 06, 2024
Transaction Amount: $87.50
Credit Card Type: MasterCard
Credit Card Ending In: ************8696
Reason: 89: Credit Floor
*********************** with Vonage advised that hed  logged into the portal that evening to reinstate the businesss phone service and sent the invoice until the matter is resolved.  Please note.  The matter is NOT resolved and the service is suspended. Please note.  The manipulated invoice does NOT list a cancellation date.

Friday, May 10, 5:40 AM: Vonage Business emailed  the listed invoice. Please note that this amount differs from the portal and ****************** manipulated email.  It also reflects the disconnect/cancellation date.

We were not able to process your payment for account ****** due to an issue with your credit card.

Transaction Date:
May 09, 2024
Transaction Amount:
$43.67
Credit Card Type:
MasterCard
Credit Card Ending In:
************8696
Reason:
Credit Floor

You may view your monthly invoice here.

If we do not receive payment before May 14, 2024 your account will be automatically suspended.
Transaction Date: May 09, 2024
Transaction Amount: $43.67
Credit Card Type: MasterCard
Credit Card Ending In: ************8696
Reason: Credit Floor

Monday, May 13, 5:42 AM : Vonage Business emailed  the listed invoice. Please note that this amount differs from the portal and ****************** manipulated email.  It also reflects the disconnect/cancellation date.

We were not able to process your payment for account ****** due to an issue with your credit card.

Transaction Date:
May 12, 2024
Transaction Amount:
$43.67
Credit Card Type:
MasterCard
Credit Card Ending In:
************8696
Reason:
Credit Floor

You may view your monthly invoice here.

If we do not receive payment before May 14, 2024 your account will be automatically suspended.

To prevent additional declines and account suspension, please update your credit card information online. For instructions, please visit our Update Payment Information article.
Transaction Date: May 12, 2024
Transaction Amount: $43.67
Credit Card Type: MasterCard
Credit Card Ending In: ************8696
Reason: Credit Floor

Tuesday, May 14, 6:31 AM: Vonage Business emailed  the listed invoice. Please note that this amount differs from the portal and ****************** manipulated email.  It also reflects the disconnect/cancellation date.

According to our records, we have not received payment for your monthly invoice generated on April 18, 2024. As a result, your account was suspended on May 14, 2024. You can no longer make calls or receive calls using your Vonage account.

IMPORTANT: If you do not pay the past-due balance and reactivate your account before June 06, 2024, your account will be cancelled. If your account is cancelled, any phone numbers associated with your account will be removed and all recordings will be permanently deleted.
Please note.  The billed amount due. The cancellation date.  The permanent cancellation date of June 06, 2024.

Tuesday, May 14, 2:57 PM:  Another manipulated invoice emailed prior to ****************** request to the BBB to close this matter.  Please note.  AGAIN, The manipulated invoice lacks a cancellation date.

We were not able to process your payment for account ****** due to an issue with your credit card.

Transaction Date:
May 14, 2024
Transaction Amount:
$87.50
Credit Card Type:
MasterCard
Credit Card Ending In:
************8696
Reason:
89: Credit Floor

Please update your credit card information online and refer to our Update Payment Informationarticle for assistance.
Transaction Date: May 14, 2024
Transaction Amount: $87.50
Credit Card Type: MasterCard
Credit Card Ending In: ************8696
Reason: 89: Credit Floor

Tuesday, May 14, 3:10 PM: Vonage Business emailed the listed message . Please note that difference in the permanent account termination after reporting Vonage to the BBB.   The invoice  emailed on  Tuesday, May 14, 6:31 AM:  clearly states : IMPORTANT: If you do not pay the past-due balance and reactivate your account before June 06, 2024, your account will be cancelled. If your account is cancelled, any phone numbers associated with your account will be removed and all recordings will be permanently deleted.
Please note:  AGAIN:  The amount and cancellation dates differ.

Please note the attached photo from the Vonage portal reflecting a different cancellation date than the listed date via email.  Customer portal information listed below.  Is it left to the consumer to guess which is accurate ?

Customer Summary

Account Number:
******
Account Name:
MediTrans Solutions LLC
Account Status:
Suspended
Contact Name:
*****************************
Account Creation Date:
02/03/2019
Account Activation Date:
02/18/2019
Bill On:
18th of every month
Scheduled Cancellation Date:
06/06/2024

It appears that Vonages Representative *********************** is attempting to change the account cancellation date in his efforts of retaliation for filing a complaint with the BBB.

As a consumer it not my job to correct Vonages error.  It is their duty to honor whats invoiced and to adhere to the dates and deadlines of those invoices.

I am satisfied and this matter is NOT resolved.

James  with Vonage was not helpful.  He continues to deflect and refuses to admit that his team made an error.  He refuses to honor the amount that was billed to my company.  He refuses to acknowledge that 3 representatives from Vonage failed to provide accurate information.  Vonage billed my company the same invoice of $43 several times.  It did not issue an invoice for $87 until I contacted the BBB.  At that time ***** with Vonage manually reinstated the account and manipulated the system to generate a new invoice.  The following day another invoice generated for the original amount of $43.

Ive been with Vonage Business for years and theyve never allowed an account to go beyond 30 days with active service.  If the payment was delinquent the service would have been disconnected. They have never allowed reinstatement of service with a payment of one month while being two months behind.  How does each invoice change the cancellation date?  How does a company invoice one amount but attempt to force consumers to pay a higher amount behind the scenes.  Vonage continues to invoice $43 not $87.  Again.  The invoice billing for $87 is being manipulated and  manually sent by Vonage rep *********************** after receiving the BBB complaint.   Again. Please see attached documents supporting my claim.

Unfortunately business owners and consumers are forced to deal with these predatory practices as its the point of contact for their clients.  I am being been forced to pay an amount that is not accurate due to the nature of my business. I am forced  to comply with predatory practices until I can have the number transferred to a better company.   Ive paid invoices several times in the past and service remains disconnected for several days without credit or reimbursement. I dont expect better from this company. *** also filed a formal complaint with the *** regarding these matters.  I am also seeking legal counsel regarding missed business calls due to Vonages  inaccurate billing and practices.  They are aware that my business numbers cant be transferred to another company while the account is inactive.  They changed dates in retaliation to my BBB filing which is also illegal.

Most consumers are exhausted and  become defeated with Vonage loopholes, extended hold times, call disconnections, and dealing with reps that are determined to purposely misunderstand while feeding consumers inaccurate information. Other consumers are simply too busy to report these type of vultures that overcharge and use predatory practices for ill-gotten gain. I am not that consumer.   This matter was handled very poorly and I would caution consumers to research this business and  to steer clear of Vonage.  This shows that they dont care about treating a few consumers poorly.   They only care when it becomes a $100 million kind of problem.  Please see the attached invoices supporting my claim.  Billing for one amount while forcing consumers to pay another amount is ABSOLUTELY DIABOLICAL.

Please note each invoice changes the cancellation date.  The manipulated (*********************** admits to creating after the complaint was filed) of $87 does not include a cancellation date.  The Vonage system has not generated an invoice billing for $87 since the manipulated invoice by *****.  *********************** with Vonage sent a manual invoice after I filed the BBB complaint. Since filing the complaint Vonage has sent several invoices and emails altering the disconnect date and account termination date. Pay close attention to the date, time, amount and cancellation date of each invoice.  Please review the latest invoice that threatens to suspend the entire account on 5/17/24 if payment isnt received. How did it change ?  The initial invoice advised account cancellation date was in June. Now its May 17, 2024?  Is this retaliation for filing a complaint with BBB.  Again, these attachments  support my initial complaint. Inaccurate billing, confusion, bullying, harassment, retaliation and predatory practices.  I will continue to speak out against Vonage and its corrupt practices.  I expect my business service to be restored and credited for the numerous times  that Vonage processed my payment without restoring service.  I expect to be treated fairly as a consumer until my business phones are transferred to another company.  I will NOT be harassed or bullied into paying inaccurate invoices by anyone.   I will exhaust every measure to be sure practices such as these are brought to the forefront and held accountable.  My business that serves a community is currently without service to contact  their provider regarding their scheduled appointments to medical facilities.   I have not been credited for the numerous amount of times the bill was paid but the service was not reinstated for days.  I have spent my valuable time attempting to resolve an error made by arrogant Vonage employees without credit or compensation for business calls missed !   I am disappointed in their level of service, transparency and lack of accountability.   CONSUMER BEWARE!!!  Im sure if each customer took the time to truly go through their records they would find SEVERAL overcharges , false charges, and manipulated invoices.   I have documented every response, call, email, invoice and payment.  I will not stop until Vonage honors the correct invoice and makes this right with me the CONSUMER !

Please note.  Ive given Vonage time to make this right.  Instead.  Ive been met with arrogance , harassment, differentiating charges and cancellation/termination dates.   I can only imagine what other consumers have dealt with that dont have the energy or fortitude to challenge Vonages practices.

Sincerely,

*****************************
Business response
05/17/2024
To Whom It May ***************** am writing in response to the complaint received on behalf of Ms. ****************************** The complaint, logged on 05/06/2024, relates to **************** inquiring into a billing matter.

Vonage has reviewed the details surrounding the complaint, and our records regarding ******************** account. Our Executive Response Team ("ERT") contacted **************** and explained the account WAS in arrears, but has since been paid in full. Unfortunately the account generally falls behind on payment often. Attached is a screenshot and dates of us making attempts to reach out to **************** over the last 9 months when the account has fallen behind on payment. Anything highlighted as "Collection-Do not Close or Change" is a new case where out agents have reached our regarding the account having an unpaid balance. Also highlighted are times **************** has reached out to activate the account due to the account being suspended because of non-payment. Also attached are the 2 invoices that were unpaid (they currently are paid) which shows the invoice dates and the date the invoices were paid (highlighted). Below is a current breakdown of the payment history:

Invoice date: December 18, 2023 $43.82 (Paid 1/18/2024)
Invoice date: January 18, 2024 $43.83 (Paid 2/3/2024)
Invoice date: February 18, 2024 $43.83 (Paid 3/20/2024)
Invoice date: March 20, 2024 $43.83 (Paid 05/15/2024)
Invoice date: April 18, 2024 $43.67 (Paid 05/15/2024)

Vonage considers this matter resolved as the account is up to date.  I am confident that this information will be helpful in resolving this matter.

Sincerely,
***********************
Executive Response Team
Customer response
05/18/2024

Complaint: 21672610

** This is my second upload reject the response from Vonage.  The initial rejection was submitted on 5/15/24.  Note supporting documents.  This seconded rejection to the same response is being submitted again today 5/18/2.
BBB website 5/15/24:

Sent: 5/15/2024 10:09:28 AM
From:
*****************************
To:
BBB of *************, ****** & NE *******
Subject:
do not accept the response made by the business to resolve this complaint
Complaint: 21672610
*** rejecting this response because:
********please note BBB allows 30 mins to submit the response the system advise error several times when attempting to upload my supporting documents please review response in it's entirety
I am not satisfied and this matter is NOT RESOLVED. Every document submitted to BBB supports my claims of false charges, and errors. Please see further document of conflicting emails with differentiating
****My second attempt to process my rejection via the BBBB response below :
This matter was not resolved.   I am not satisfied with the outcome.  **********; with Vonage was not helpful.  He continues to deflect and refuses to admit that his team made an error.  He refuses to honor the amount that was billed to my company.  He refuses to acknowledge that 3 representatives from Vonage failed to provide accurate information.  Vonage billed my company the same invoice of $43 several times.  It did not issue an invoice for $87 until I contacted the BBB.  At that time ***** with Vonage manually reinstated the account and manipulated the system to generate a new invoice.  The following day another invoice generated for the original amount of $43.  The invoice billing at $43 has a cutoff date of 5/14/24.  The invoice billing in the estimated amount of $87 has a disconnect date of 5/23/24.   The service was disconnected on 5/14/24 in accordance with the original invoice estimated at $43.  If the manipulated invoice was correct the service wouldve disconnected on 5/23/24 not 5/14/24.

Ive been with Vonage Business for years and theyve never allowed an account to go beyond 30 days with active service.  If the payment was delinquent the service would have been disconnected. They have never allowed reinstatement of service with a payment of one month while being two months behind.  How does each invoice change the cancellation date?  How does a company invoice one amount but attempt to force consumers to pay a higher amount behind the scenes.  Vonage continues to invoice $43 not $87.  Again.  The only invoice billing for $87 was manually sent by Vonage rep *********************** after receiving the BBB complaint.   Again. Please see attached documents supporting my claim.

Unfortunately business owners and consumers are forced to deal with these predatory practices as its the point of contact for their clients.  Ive been forced to pay an amount that is not accurate due to the nature of my business. I am forever to comply with predatory practices until I can have the number transferred to a better company.   Ive paid the inaccurate charges and the service is still disconnected. This is not the first time that the invoice is paid but the service remains disconnected for several days without credit or reimbursement. I dont expect better from this company. *** also filed a formal complaint with the *** regarding these matters.

Most consumers are feel and  become defeated with Vonage loopholes, extended hold times, call disconnections, and dealing with reps that are determined to purposely misunderstand while feeding consumers inaccurate information. Other consumers are simply too busy to report these type of vultures that overcharge and use predatory practices for ill-gotten gain. I am not that consumer.   This matter was handled very poorly and I would caution consumers to research this business and  to steer clear of Vonage.  This shows that they dont care about treating a few consumers poorly.   They only care when it becomes a $100 million kind of problem.  Please see the attached invoices supporting my claim.  Billing for one amount while forcing consumers to pay another amount is ABSOLUTELY DIABOLICAL.

Please note each invoice changes the cancellation date.  The manipulated (*********************** admits to creating after the complaint was filed) of $87 does not include a cancellation date.  The Vonage system has not generated an invoice billing for $87 since the manipulated invoice by *****.  *********************** with Vonage sent a manual invoice after I filed the BBB complaint. Since filing the complaint Vonage has sent several invoices and emails altering the disconnect date and account termination date. Pay close attention to the date, time, amount and cancellation date of each invoice.  Please review the latest invoice that threatens to suspend the entire account on 5/17/24 if payment isnt received. How did it change ?  The initial invoice advised account cancellation date was in June. Now its May 17, 2024?  Is this retaliation for filing a complaint with BBB.  Again, these attachments  support my initial complaint. Inaccurate billing, confusion, bullying, harassment, retaliation and predatory practices.  I will continue to speak out against Vonage and its corrupt practices.  I expect my business service to be restored and credited for the numerous times  that Vonage processed my payment without restoring service.  I expect to be treated fairly as a consumer until my business phones are transferred to another company.  I will NOT be harassed or bullied into paying inaccurate invoices by anyone.   I will exhaust every measure to be sure practices such as these are brought to the forefront and held accountable.

Recap :
I received an emailed invoice on Friday, May 3, 5:40 AM :

We were not able to process your payment for account ****** due to an issue with your credit card.
Transaction Date:
Transaction Amount:
Credit Card Type:
Credit Card Ending In:
Reason:
May 02, 2024
$43.67
MasterCard
************8696
Credit Floor
You may view your monthly invoice here
If we do not receive payment before May 05, 2024 your account

I logged into the account to pay the listed invoice and avoid disconnection.  The portal requested $87.00 versus the $43 that invoiced.  My business phone service was disconnected for failure to pay the portal amount. We were unable to dispatch trips or receive calls that our medically challenged clients were ready for pick up or drop off. I contacted Vonage several times regarding the discrepancy. I was met with extended hold times, reps providing inaccurate information then referring me to the fraud department. I sent several emails  to have the phone service reinstated. I did not receive a response. I did not receive a response until I filed a complaint with the BBB.

May 6, 1:17 PM:  I filed the complaint with the BBB

Monday, May 6, 9:00 PM : I received a manipulated emailed invoice from *********************** with Vonage on reflecting the portal amount instead of the original invoice that was emailed several times prior to contacting the BBB.  The new manipulated invoice read :

We were not able to process your payment for account ****** due to an issue with your credit card.

Transaction Date:
May 06, 2024
Transaction Amount:
$87.50
Credit Card Type:
MasterCard
Credit Card Ending In:
************8696
Reason:
89: Credit Floor

Please update your credit card information online and refer to our Update Payment Informationarticle for assistance.

Once your credit card is updated, click Pay Now to submit your payment.

Sincerely,
Vonage

This email was sent from a mailbox that does not accept replies
Transaction Date: May 06, 2024
Transaction Amount: $87.50
Credit Card Type: MasterCard
Credit Card Ending In: ************8696
Reason: 89: Credit Floor
*********************** with Vonage advised that hed  logged into the portal that evening to reinstate the businesss phone service and sent the invoice until the matter is resolved.  Please note.  The matter is NOT resolved and the service is suspended. Please note.  The manipulated invoice does NOT list a cancellation date.

Friday, May 10, 5:40 AM: Vonage Business emailed  the listed invoice. Please note that this amount differs from the portal and ****************** manipulated email.  It also reflects the disconnect/cancellation date.

We were not able to process your payment for account ****** due to an issue with your credit card.

Transaction Date:
May 09, 2024
Transaction Amount:
$43.67
Credit Card Type:
MasterCard
Credit Card Ending In:
************8696
Reason:
Credit Floor

You may view your monthly invoice here.

If we do not receive payment before May 14, 2024 your account will be automatically suspended.
Transaction Date: May 09, 2024
Transaction Amount: $43.67
Credit Card Type: MasterCard
Credit Card Ending In: ************8696
Reason: Credit Floor

Monday, May 13, 5:42 AM : Vonage Business emailed  the listed invoice. Please note that this amount differs from the portal and ****************** manipulated email.  It also reflects the disconnect/cancellation date.

We were not able to process your payment for account ****** due to an issue with your credit card.

Transaction Date:
May 12, 2024
Transaction Amount:
$43.67
Credit Card Type:
MasterCard
Credit Card Ending In:
************8696
Reason:
Credit Floor

You may view your monthly invoice here.

If we do not receive payment before May 14, 2024 your account will be automatically suspended.

To prevent additional declines and account suspension, please update your credit card information online. For instructions, please visit our Update Payment Information article.
Transaction Date: May 12, 2024
Transaction Amount: $43.67
Credit Card Type: MasterCard
Credit Card Ending In: ************8696
Reason: Credit Floor

Tuesday, May 14, 6:31 AM: Vonage Business emailed  the listed invoice. Please note that this amount differs from the portal and ****************** manipulated email.  It also reflects the disconnect/cancellation date.

According to our records, we have not received payment for your monthly invoice generated on April 18, 2024. As a result, your account was suspended on May 14, 2024. You can no longer make calls or receive calls using your Vonage account.

IMPORTANT: If you do not pay the past-due balance and reactivate your account before June 06, 2024, your account will be cancelled. If your account is cancelled, any phone numbers associated with your account will be removed and all recordings will be permanently deleted.
Please note.  The billed amount due. The cancellation date.  The permanent cancellation date of June 06, 2024.

Tuesday, May 14, 2:57 PM:  Another manipulated invoice emailed prior to ****************** request to the BBB to close this matter.  Please note.  AGAIN, The manipulated invoice lacks a cancellation date.

We were not able to process your payment for account ****** due to an issue with your credit card.

Transaction Date:
May 14, 2024
Transaction Amount:
$87.50
Credit Card Type:
MasterCard
Credit Card Ending In:
************8696
Reason:
89: Credit Floor

Please update your credit card information online and refer to our Update Payment Informationarticle for assistance.
Transaction Date: May 14, 2024
Transaction Amount: $87.50
Credit Card Type: MasterCard
Credit Card Ending In: ************8696
Reason: 89: Credit Floor

Tuesday, May 14, 3:10 PM: Vonage Business emailed the listed message . Please note that difference in the permanent account termination after reporting Vonage to the BBB.   The invoice  emailed on  Tuesday, May 14, 6:31 AM:  clearly states : IMPORTANT: If you do not pay the past-due balance and reactivate your account before June 06, 2024, your account will be cancelled. If your account is cancelled, any phone numbers associated with your account will be removed and all recordings will be permanently deleted.
Please note:  AGAIN:  The amount and cancellation dates differ.

As a consumer it not my job to correct Vonages error.  It is their duty to honor whats invoiced and to adhere to the dates and deadlines of those invoices.

I am NOT satisfied and this matter is NOT resolved.

****************************;
Initial Complaint
05/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Case number 1038 3746: I canceled my account ******** on 11/27/23 (and was sent an email by Vonage confirming that on 11/27/23). I was told at that time that there would be no further charges if my account was paid through November, which it was. However, I was charged on 11/28/23 for December/2023 and 12/31/23 for January/2023. I was charged ***** for each month, totaling $67.96. I have been trying to get a refund now for four months. In the meantime, I had Vonage blocked on my checking account so no further charges could go through. That caused a problem, because a refund could not be deposited while the account was blocked. I had the account unblocked on 1/22/24. So my refund of $67.96 could now be credited to my account. On February 23, I received an email from Vonage which said, in part, The refund for $67.96 will be sent in 24 to 48 business hours and it will be reflected in your bank account in 10 days. At the latest then, it would be paid on March 8, 2024. It wasnt. And has not been paid since, despite my making several calls to and chats with Vonage, during which the reps acknowledged the problem and said they would resolve it. They didnt, even though I received at least three promises by Vonage to pay. And each time I was told the same thing: The refund for $67.96 will be sent in 24 to 48 business hours and it will be reflected in your bank account in 10 days. No refund has been made as of today. One more thing: last week I chatted with another Vonage rep, who like all the others I talked, had to learn the facts of the case from scratch. The chat ended with him telling me I would receive an email just as soon as the refund was approved, in spite of the fact that it had already been approved a few months ago.
Business response
05/06/2024
To Whom It May ***************** am writing in response to the complaint received on behalf of Mr. ************************ The complaint, logged on 05/01/2024, relates to ************** inquiring into a billing matter.

Vonage has reviewed the details surrounding the complaint, and our records regarding ****************** account. We have attempted to process ****************** refund numerous times, but his credit card institution is rejecting the refund due to blocks associated with the card. We reached out to ************** on 05/01/2024 and he stated he has reached back out to his CC company that day and they should have the blocks removed by Wednesday May 8th, 2024. We will again attempt to process the refund then.

I am confident that this information will be helpful in resolving this matter.

Sincerely,
***********************
Executive Response Team
Customer response
05/06/2024
I have been promised by the contact person at Vonage that a deposit for a full refund will be made in my account on Wednesday, May 8. Will let you know if that happens.

Business response
05/10/2024
To Whom It May *********** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
I am writing in response to the complaint received on behalf of Mr. ************************ The complaint, logged on 05/01/2024, relates to ************** inquiring into a billing matter.

Vonage has reviewed the details surrounding the complaint, and our records regarding ****************** account. We have attempted to process ****************** refund numerous times, but his credit card institution is rejecting the refund due to blocks associated with the card. We've reached out to ************** explaining that he will need to contact his bank and remove the blocks preventing the refund. The block associated with his credit card has finally been removed and ************** was issued a refund for $67.96.

I am confident that this information will be helpful in resolving this matter.

Sincerely,
***********************
Executive Response Team
Customer response
05/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************

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BBB Rating & Accreditation

A+

Accredited Since: 8/29/2019

Years in Business: 18

Customer Reviews are not used in the calculation of BBB Rating

Overview of BBB Rating

Contact Information

3200 Windy Hill Rd SE STE 200E

Atlanta, GA 30339-8435

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(855) 496-2438

Business hours

Closed

Business Hours
Monday	8:00 AM - 11:00 PM
Tuesday	8:00 AM - 11:00 PM
Wednesday	8:00 AM - 11:00 PM
Thursday	8:00 AM - 11:00 PM
Friday	8:00 AM - 11:00 PM
Saturday	Closed
Sunday	Closed

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Customer Complaints Summary

123 total complaints in the last 3 years.

29 complaints closed in the last 12 months.

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