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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Good morning,I am filing a complaint on Vonage Business. I filed for the updated SMS update, and Vonage Business continues to be deceiving and misrepresenting me as a consumer.On the chats that I have with Vonage Business, the representatives continue to give false information, stating that it would take 2-3 weeks initially and then 5-6 weeks, which both time has gone by. We filed for the update on July 9, 2024, and it is now August 28, 2024. Also, my business continues to get spam calls, which I've asked to be fixed.This has hurt my business, and Vonage has failed to address the issue. We requested for it to be expedited as we can't send our customers any text messages.I requested a credit and Vonage Business has denied that credit. Although I have not had full use of services. for now, 2 months.
Business response
09/09/2024
To Whom It May Concern:
I am writing in response to the complaint received on behalf of *************************** The complaint, logged on 07/02/2024, relates to **************** inquiring into resolving their 10DLC SMS Registration issue.
Vonage has reviewed the details surrounding the complaint, and our records regarding ******************** account. Our Executive Response Team ("ERT") contacted **************** and explained that changes to the registration form need to be changed/updated to resubmit to the mobile carriers. The changes in question (website/URL) need to be manually updated as the one submitted originally was inaccessible. In order to use SMS (10DLC), companies must register and comply with regulations like the Telephone Consumer Protection Act (TCPA). 10DLC is governed by the ********************************* (FCC) and ************************************************ (CTIA). We've reached out to **************** to get written consent to make the requested update/change and we unfortunately have not received consent. Until we received consent to make the necessary updates to the registration form, ******************** SMS (10 DLC) will not be approved.
Sincerely,
***********************
Executive Response TeamInitial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I filled up the required form to get text messages activated 3 months ago & as of today they are still working on it. They opened a ticket but never did anything. Every time you call about it, they always have an excuse & promise to get it done & expedite it only to disconnect the call & never hear back from them. ***I would like to be able to receive the text message future, (for which I am paying every month) back into my account so I can send & receive text messages with my customers.Business response
09/09/2024
To Whom It May Concern:
I am writing in response to the complaint received on behalf of Mr. ****************** The complaint, logged on 09/01/2024, relates to Mr. ****** inquiring into further assistance with his 10 DLC Registration.
Vonage has reviewed the details surrounding the complaint, and our records regarding Mr. ******** account. An agent from our Executive Response Team ("ERT") contacted Mr. ****** and explained that in order to be compliant with the 10 DLC registration (******************************************************************************************************************), additional information is needed to complete his registration. We are still awaiting for the additional information to proceed with helping Mr. ******.
Sincerely,
***********************
Executive Response TeamInitial Complaint
08/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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 four months, and there still is no 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 approval, as this adversely impacts me financially as people cannot get a hold of me. I want a quick resolution to this long-overdue issue.Business response
10/09/2024
To Whom It May Concern:
I am writing in response to the complaint received on behalf of Mr. Michael Edmonds. The complaint, logged on 09/21/2024, relates to Mr. Edmonds requesting additional assistance registering for 10DLC imposed by the MNO (Mobile Network Operators).
Vonage has reviewed the details surrounding the complaint, and our records regarding the account. Mr. Edmonds campaign has been approved by The Campaign Registry (https://www.campaignregistry.com/).I am confident that this information will be helpful in resolving this matter.
Sincerely,
James Ransom
Executive Response TeamInitial Complaint
08/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have had a Vonage account for a few years now SMS has always been a part of my package all of a sudden I was not able to use that service. I contact Vonage and they are telling me it's going to take weeks to get it up and running which will cause me to lose money due to me not being able to reach out to possible candidates. I asked for a manager to call me and they keep telling me a ticket will be submitted. I need this fixed ASAP. I would like it fixed and a refund for the time I was not able to use this service that was sold to me when I first signed up!Business response
08/26/2024
To Whom It May Concern:
I am writing in response to the complaint received on behalf of ***********************. The complaint submitted on August 22nd, 2024, relates to **************** requesting additional assistance registering for 10DLC imposed by the *********** 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 her SMS capabilities have been fully restored.
I am confident that this information will be helpful in resolving this matter.
Sincerely,
***********************
Executive Response TeamInitial Complaint
08/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
12/1/2023 12/15/2023 Vonage charged our credit card $303.61 on each date. When we were finally able to talk with someone they said the charge was for a business with the name "York Granite". Our organization is ****************** of Littlerock. We were told we would receive a refund, but never have and cannot get anyone to assist us further.Business response
08/14/2024
To Whom It May Concern:
I am writing in response to the complaint received on behalf of *** *************************. The complaint, logged on 08/08/2024, relates to **************** inquiring into a billing matter.
Vonage has reviewed the details surrounding the complaint, and our records regarding these transactions. A review of the transactions in question were associated with an account deemed as fraudulent. It appears ****************** CC information was used at some point on the closed account. We have submitted a refund back to ****************' CC in the amount of $607.22. ************** should see this refund within the next 5-10 business days. We have reached out to **************** regarding our findings and the refund.I am confident that this information will be helpful in resolving this matter.
Sincerely,
***********************
Executive Response TeamInitial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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 TeamCustomer 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
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-AE66-44B0-8D84-4D036FE78479Business 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 TeamInitial Complaint
07/16/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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 TeamCustomer 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 TeamInitial Complaint
07/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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 TeamInitial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 TeamCustomer 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
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Customer Complaints Summary
112 total complaints in the last 3 years.
29 complaints closed in the last 12 months.