ComplaintsforVonage Residential
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Complaint Details
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Initial Complaint
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Vonage is currently disabling *** due to some laws they are quoting but still charging for the services. We have complied with their requests for pictures of the *** registration,.Business response
05/22/2024
This complaint is regarding an issue with Vonage Business Cloud, not Vonage Residential. Please have this complaint closed and re-submitted to Vonage Business Cloud.
- Thank youInitial Complaint
02/16/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had services with Vonage payment was debited every month fro credit card. Credit card was expired and serveral attempts were made to update card information. Vonage has no customer service for contact to update information. Vonage has no Tech Support to contact . Vonage cancelled my services due to the expired card and now wants to charge ******* Several attmpts were made thru Emails phone call after phone just to get directed to virtual assistance that did not understand the what the contact was for. I reached out so many times with no reply.Im asking that the charge be resolve the services were cancelled. THE PHONES i AM RETURNING ASAPBusiness response
02/16/2023
This complaint is regarding an issue with Vonage Business Cloud, not Vonage Residential. Please have this complaint closed and re-submitted to Vonage Business Cloud.
- Thank you
Initial Complaint
10/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have had the phone service since 2018. We noticed a sharp increase in our bill....OVER the past 6 months. When I called they told me additional lines were 'accidently' added to our account and OTHERS!! The numbers were numbers we had never seen before. We were told we would be reimbursed.....we haven't been reimbursed. I WONDER IF OTHERS HAVE BEEN NOTIFIED OF THIS HAPPENING TO THEIR ACCT. since I was told that it has happened to others.??!!We cannot access our ORIGINAL BILL INVOICE, which was suppose to be available online. In fact, none of the itemized bills are retrievable. Additionally we canceled our service on 9/6/2022 however we were billed AGAIN.Business response
10/18/2022
This complaint is regarding an issue with Vonage Business Cloud, not Vonage Residential. Please have this complaint closed and re-submitted to Vonage Business Cloud.
- Thank you
Initial Complaint
03/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I signed up for this service 3 days ago. I have been trying to set it up all weekend without success. I was told this would be an easy process once I paid and logged in and it has not been. I called to request a cancellation of the service and a full refund of $37.71. I have been left on hold in the chat and held on hold on the phone by reps. I keep getting transferred to another person and they refuse to simply cancel the account and refund me my money.Business response
04/01/2022
To Whom It May ***************** am writing in response to the complaint received on behalf of Mr. ********************** The complaint, logged on 03/28/2022, relates to ************** looking to close out his account.
Vonage has reviewed the details surrounding the complaint, and our records regarding ****************** account. ************** signed up for a 1-year agreement for Vonage services. Our support teams have tried to assist ************** with setting up the account, but they have been unsuccessfully at tailoring it to the needs of **************. ************** has requested to cancel the services. We have decided to ***** the request of cancellation and waive any Early Termination Fees associated with closing the account before the contract end date. The account was officially closed on 04/01/2022 penalty free. Vonage considers this matter resolved.
I am confident that this information will be helpful in resolving this matter.
Sincerely,
***********************
Executive Response TeamCustomer response
04/06/2022
Complaint: 16954470
I am rejecting this response because: Vonage still owes me a refund of my initial payment. I had the service 3 days and was never able to establish it and get it working correctly. I should be issued a full refund in addition to the cancellation.
Regards,
*********************Business response
04/08/2022
To Whom It May ***************** am writing in response to the complaint received on behalf of Mr. ********************** In regards to a refund, we never processed a payment on this account. ************** may be referring to a pre-auth he may have seen, but that would have dropped off after a couple of business days. If ************** has any documentation showing where a transaction has posted from Vonage, we ask they he attach it or email that to us for further review.
Sincerely,
***********************
Executive Response TeamCustomer response
04/08/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*********************Initial Complaint
11/21/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am writing this complaint for my 87 year old mother against basic talk. She has had spectrum for her house phone, replacing basic talk which I guess is now Vonage. Neither company has a listed phone number to call. I did eventually get through to basic talk with a number left on mom's phone. I explained the situation to them and the said they can't reimburse her for all just for 1 month but still wanted the two they haven't been able to get from her debit card because that was changed due to being compromised. We were not aware of the two companies that were claiming service to her, since February 2020 until we took over her checking account and the calls started coming from basic talk about wanting pmt. She has paid close to $300.00 or more for services not rendered. Our feer is that she will forget that she doesn't owe them money and will give out her new debit card #. Thank you for your time on this matter and look forward to hearing what we should do. *************************Business response
11/22/2021
To whom it may concern,
We have been unable to locate the customer's account in question. We ask that the complainant please provide the account holder's Vonage telephone and/or account number so that we can further investigate this matter.
Regards,
**** N
Vonage Executive Response Team
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Customer Complaints Summary
134 total complaints in the last 3 years.
19 complaints closed in the last 12 months.