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2.8 157 Reviews

Vonage Complaints Summary

70 Resolved
87 Unresolved
Our verdict: Dealing with Vonage, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
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Vonage reviews & complaints 157

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S
10:27 am EDT

Vonage customer service

I don't use my vonage phone service so I tried to cancel. All of a sudden there were all of there charges and fees that they never mentioned before. The talk about there free trial, but if you keep them your stuck with them for years. There worse than the cell phone companies. Then when you do try to talk to someone, there in India and its imposable to understand them. Avoid Vontage at all cost.

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Vonage_ERT
Vonage_ERT
Holmdel, US
Sep 23, 2015 8:25 am EDT

Thank you Steve for your feedback.
We have sent you a private message to understand your situation further and offer our assistance in resolving this.

Thank you again,
Vonage ERT

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V
8:06 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Vonage bad service

Dec. 13 I had a long conversation with someone in sales at Vonage. Included in the conversation was the fact that I have the ATT Elite High Speed Internet package. "No problem, works GREAT with Vonage." Made the decision to transfer both phone numbers to Vonage. Dec. 17 ATT disconnected my line, but eliminated my primary service completely since my Vonage Device Motorola VT 2142 didn't arrive until Dec. 24.

My fax line was to be transferred but now is being held hostage by ATT since that secondary line is linked to my high speed internet. Without it, I am not eligible for the Elite package since it is not compatible (or so they say) with a free-standing, naked, or dry loop internet connection. GREAT... Bad information from everyone. Not until last week did I even find out that "There is a feature on you account preventing your transfer."

In trying to reduce my bills, I will either have to go to a lower 4X slower ATT DSL program or pay for an additional ATT line to support my current Elite program. This is not only going to the FCC but also on complaints.com. What a scam! CarolWesterman AT aol.com

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1:16 pm EDT

Vonage billing

I signed up for vontage in Jan 08 and upon receiving my equipment found out that they could not use my phone number that i presently have. THey advertise that when signing up you can keep your own phone number, not the truth. I sent the equipment back in Feb, 08. Sent several emails requesting they process my cancellation, called and sent letters. They have continually taken $34.00 out of my checking monthly, I called to today requesting that they stop and their reply was this. This now August 08, so they have a total amt of $238.00 plus the $60.00 for the equipment. They all of a sudden now do not show my equipment being return, which that shouldn't matter since I paid for it in full. Told them to check their records could see that I have not used their service, since I don't even have a phone number to utilize it with, but their reply is if I cancelled the service they would charge me $172.00 for early disconnect fee. I requested that they stop taking the money out of my checking and they ignored my stmt not once, not twice but at least eight different times. This was a manager in their customer service department in another country besides US, so their english is horrible. I then requested to speak to the main office was given another number to call, called and the operator put me into a voice mail. The voice mail promises to return calls within four hours if they are open. So I have since contacted the attorney general, the better business bureau, and our news station. This is the most ridiculous way to do business I have ever seen, who would want to go with vontage.

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2:19 pm EDT

Vonage credit card abuse

Informed company that i want to stop phone service. They then told mr there would be a 39.00 charge. I complaint about the charge and informed them to no longer charge my credit card. I was told that they would keep charging any way. I was charge the next month any way. Had to stop card, asked vontage to bill me for any charge left they refused to send a bill and sent collection.

THEY HAVE THE WORST CUSTOMER SERVICE I've seen and there Customer comes last.

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1:18 pm EDT

Vonage illegal actions and no ethics

Upon hooking up our new Vonage phone, the Vonage company illegally disconnected service from our other business phone without our consent, (after repeatedly assuring us there would be no conflict with the other line) and after over THREE HOURS on the phone refused to even admit it was possible. (and yes... they did do it, this is not a misunderstanding).
And after all that, refused to budge on charging us the temporary $40 disconnect fee, even after we explained that we DIDN'T HAVE IT in the account and it would result in a overdraft fee from our bank. (that was account management, thanks Thoriah or whetever your name was)

Thank you, Vonage, and thanks to your condescending staff of foreigners for putting us through hell and robbing us of a full weekend's worth of business(so far).

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Joseph Colella
,
May 16, 2008 3:38 pm EDT

I recently subscribed with Vonage for tele.service using our DSL line. After talking with an agent and after he assured me that my present tele. number will not be changed, I agreed to the service. The next day, I received an e-mail confirmation of my order and they included a new vonage tel. number. I immediately contacted Vonage and told them of my not wanted a new number and they told me ok and that when I receive the adapter, simply return it with the pre-paid label. The e-mail did explain that my tel. number could not be used. Now why I asked, did you send the adapter when I specificlly asked that I did not want my number changed. The could not give me an anwser. A pre-paid label was never sent and they said that I must pay for the return of the adapter myself and also, there w0uld be a cancellation fee also, charged to my credit car. Is that a rip off or not? I have since contacted my credit card co. and they are investigating.. My advise, watch out closely at Vonage.

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Tammy
,
Mar 21, 2008 1:46 pm EDT

I fell for the cheap price and great deal. But they lied about everything and when I wanted to cancel service they charged a cancellation fee even after they told me there would be no charge. I did not believe others when they told me that the service was bad and now I know they are lairs. Please save yourself a major headache and stay away from Vonage.

Valerie
Valerie
, US
Sep 15, 2008 8:20 am EDT

I too have been ripped off by Vonage. I canceled my service and had to pay for 2 lines of cancellations of $39.99, and also the equipment for $79.99. I don't want it, but they won't take it back. One phone line was a $24.99 rate, the other a $14.99. But yet I pay the $39.99 for each one. Even though the service was less than perfect. Did not work most the time, not compatible with my internet service at all! When you cancel they harass you to remain a customer. The response team leaves messages for me to call them back, but can never get through. We have been playing phone tag for a week now. I do work, and cannot be home the hours they are available, not sure why they cannot handle it via email! At any rate, I am still trying to get a hold of the response person!

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billy010757
, US
Feb 08, 2012 12:07 am EST

RUN, RUN, RUN, this is the worst customer service ever and completely deceitful. my $9.99/mo service actually cost me $36.50/mo. DO EVEN THINK ABOUT IT! You have been warned!

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Bartess
, US
Apr 07, 2010 1:00 pm EDT

I got the service and it never work. I called so that they can fixed the problem, they never answer and they never went to my house to check what was wrong. The worst part, they charged me for the service even tough it wasnt even installed! I was charged over 5 months of not service. They would never answer my calls, had to wait about an hour to get hang up!

Please if you want advice do not request a service from this company.

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Man
, US
Mar 06, 2010 7:29 am EST

Vonage has phone deal called "vonage world plan" for $24.99+tax. It includes unlimited phone calls to 60 countries. I got this deal from vonage since I call my wife in India a lot. A couple of days ago I got an email from vonage asking me to cut down the usage of the phone otherwise they are going to change my plan to higher plan. What I don't understand is when vonage say "unlimited" what do they really mean?!?!?!?!?

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Henry07
, US
Aug 14, 2009 7:35 pm EDT

Due to employment issues I was forced to cancel my home phone service with Vonage prior to my year conatract. The only thing they show as a penalty on their website is a 39.99 disconnect fee before that year. They are charging me 112.00 and did not even credit my current months charges. Am filing complaints with BBB and the Attorney Generals Office. If these charges are accurate they were hidden very well in the contract

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David Raj
Peoria, US
Aug 05, 2009 3:13 pm EDT

Everything they say in a lie.
Initiation fee - 24.99 ; $37 was charged to my account why?

Number Port - 1)They said they could port my existing no; Lie, they gave me a random number, One said they cannot port the number, other said they need 10 days to port the number (this expires the try period)

Cancellation - 45; Charged extra for cancellation; 14 days to return the equipment if this paid else 45 days?

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jonboink
knoxville, US
May 25, 2009 7:50 pm EDT

I signed up for vonage i used this service for 3 months.
I got a phone call. then i called vonage to aks them how to block the phone number. they told me they could not. So i decided to terminate them. what they did was charged me 131.18 without my permission.
there is nothing on there web page about a termination fee

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Sherwoodguy68
Sherwood, US
Feb 05, 2009 5:51 pm EST

I called to cancel Vonage and they have a cancellation fee! They never told us that we would be charged $109.99 cancellation fee and a fee for the Vonage device they originally told us was just $9.95! They said the charges could not be refunded. I told them I never agreed to the terms but they the person on the phone should have told me about it. They didn't.

ComplaintsBoard
D
4:55 pm EDT

Vonage didn't cancel my account

VONAGE DIDN'T CANCEL MY ACCOUNT... On june 5th i ordered Vonage i got fees waived for signing up and 3 months free of charge. On the first day i plugged the equipment in i could not get my voice mail setup done it wouldn't take my pin # to check my messages. This went on for the first 3 days after that i started getting complaints with who ever would be on my phone talking to me or someone else in my home that they couldn't hear us or we sounded like we were talking underwater. Then if someone was on the computer at the same time the phone was being used you could hear a tapping on the phone that would not stop. At this point i am very frustrated... Then my phone calls started dropping constantly now i was very pissed... during this times i tried to call Vonage either they couldn't hear me right on the phone or they would hang up on me when they put me on hold.On the 28th day i called again finally got some one to help me that could hear me and i told them not to place me on hold. After being on the phone with him for 1 hour he ran test after test and each one he told me that the numbers coming up after each test was done were not high enough for me to have voice threw my internet and there was nothing more he could do for me.So i told him that i would cancel my service with him and call Att to reconnect me with them. He apologized and said that he was very sorry for the inconvenience it had caused. I waited to till Att connected me back up called Vonage to see what i had to do to return there equipment to them and the lady said that i was never canceled. So there for i owed them $101.17 because it was passed the 30 day cancellation time i tried to explain that i had canceled on the 28th day and she said no i didn't my account was still active. She was very rude she wouldn't hear what i had to say and kept telling me that i had to pay this money. I asked to speak to a manager and she said that she was the manager and there was no one else i could speak to. I hung up the phone cause she would let me get a word in.I called my bank and asked if i had anything coming threw and they told me yes from Vonage for $106.00 i told them i didn't authorize that so now i had to pay my bank to stop that payment.

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JWWebb
Dallas, US
Oct 19, 2009 5:57 am EDT

I'm so happy to run across this website now I will check the website before I purchase anything online again or just keep checking on update. THANX, I almost bought the magicjack until I read and looked at this website. I will not have an another headache... or grow another gray hair before it's time... God bless.

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JWWebb
Dallas, US
Oct 19, 2009 5:52 am EDT

My issue was almost this same. I returned the box and called them for a conformation of them recieving the box because I wasn't aware I needed DSL to have their service, my fault I must have missed that in the commercial, however I didn't read my bankstatments for three months after returning the box and notice they were still charging my for the service I WASN'T using (& impossible to use w/out DSL). I asked for a refund of my monies and a man with an India accent would refused to adknowledge my complaint, or address a refund at all about my money finnally I got so fustrated I asked repeatedly for an manager until I became so irrate I began to yell at this man at the top of my lungs. He was still refusing to let me speak with his supervisor. Instead of him allowing me to speak with someone else about recieving my money he began trying to sell me the product again! (DEALS of three months at half price) I repeatly told him I do not have the box nor do I have a DSL to even use your product. I email the president of the company and all the associates to the company until I gave up, KEEP the damn money. The lesson learned in this is ALWAYS check your bank statment EVERY month ! AND KEEP READING WEBSITE LIKE THIS... GOD BLESS THIS WEBSITE !

ComplaintsBoard
U
6:17 pm EDT

Vonage cancelled and still charging!

They are still charging me! After cancelling my service in November 2007 (now July 08) which they claim I didn't cancel they are still charging my card to this day. I even sent back the modem as requested which they also claim they never recieved but I sent it courier and have confirmation of. Wait until tonight after asking for a supervisor for the millionth time she said "oh wait we did get it, we can only credit you for the modem" I wanted to know how I was expected to pay for a service that I couldn't use if they had the equipment. This company is horrible. I asked her to give me someone that would credit me for the months since I did cancel and even sent back the modem...she said "that is not going to happen! Here is the head office address and phone number but they are not going to do anything for you.
I just want the other people out there to know to stay away from their services, I have warned all my friends and neighbours. They also gave my mother a hassle when cancelling as well.
So apparently as off today my account is cancelled but I guess I will find out soon enough. I am going to report my credit card stolen then they will not have the card number to charge it anymore! So that is my advice to the rest of you...it will be a pain to have a new card sent and wait for it but at least they will not have the new number or expiry date!

Good luck to all of you and I don't plan on stopping I will leave everyone a voicemail in their head office since all I can enter is an extension to give them my opinion of them ripping off all these people, since I have read many similar posts on this website.

Here is the contact info I received for Vonage...
maybe it will help some of you.
Head office address 23 Main St, Homedale, NJ 07733

Phone number [protected]

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PO customer
grand pointe, CA
May 20, 2009 2:20 pm EDT

Wow I thought that I was the only person
I requested my account be put on hold while I sort issues out with my internet provider and they Vonage kept on charging me and now they say that there is no record of my request
I would love to get enough of us together and file a class action against Vonage for the ammount we are being charged as well as the stresses that we have had to deal with because of this company
if anyone else feels this way E mail me at chathambilly@hotmail.com

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E
12:40 pm EDT

Vonage terrible service

We've had Vontage for 3 months. 3 of the worst months ever! My husband stop using the phone it was so bad. Service is beyond terrible. Customer Service will NOT allow you to speak to a supervisor, manager, etc. If you don't like the answer, TOUGH! The phone line is full of static. I too spent many hours on the phone trying to resolve issues. It's not worth the tiny savings! I wish I had read this forum before I switched!

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Christina
,
Nov 06, 2007 12:00 am EST

Apparently when you sign up for Vonage online you are "signing" for a year. Our family had to move as it happens we are only able to get DSL internet services where we live now. Guess what Vonage doesn't care! They had informed me that there would be a $40.00 charge for canceling 2 months before my year "contract" was over! Just be sure you want to keep this for a year before you do it. The service was ok but the customer service SUCKS! They will hang up on you, put the phone down, whatever they have to do to wear you down! JUST think twice!

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HateUSTelco
, IN
Mar 03, 2010 11:01 am EST

Ridiculous that I have to pay a 5 month disconnect fee after having the service for 2 years!

The World Vonage Calling Service Sucks, you can never get a connection

The call quality is terrible and I only put up with it because the telcos charge over $80 a month

Bottom line, telecomm in the U.S. is a monopoly and the customer gets screwed

I am so glad I am no longer living in the U.S.
Good riddance to bull crap companies screwing people

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Elizabeth
, US
Jul 29, 2009 3:57 pm EDT

Called Vonage on 24 June to order device and sign up for service. Recieved device on 1 july sometime after 5 PM. Installed device on 2 July and called in to activate service. From day one had problems with voice and computer systems. Called repeatedly saying I had Problems. Techs repeatedly said that it was a cable company problem and not Vonage. Even with the Vonage device disconnected and my laptop connected directly to the cable modem they claimed it was the cable companies fault. Never could get good phone and computer hook up with the Vonage device in the system.

Valerie
Valerie
, US
Jan 24, 2008 12:00 am EST

I ordered Vonage on Nov, 2007. When I got everything for the phone system and got it hocked up. It would not work. I could not get it to work. the power lite keeps flashing and the phone will not work and when I hooked up the VT2142, my internet service quite working. I was on the cell phone with tech support a week ago, and they could not get it to work. So I thought that a new DSL service would work. it did not. The same thing happened. Power lite flashing, the internet would not work, and no phone...

Now they want a disconnect fee of $39.99 per voice line along with any applicable taxes.

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Clair Adams
Cresson, US
Aug 29, 2010 4:19 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

What the hell is going on? What do I have to do to get my phone to ring?

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Clair Adams
Cresson, US
Aug 29, 2010 4:16 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I spent an hour this afternoon about not getting messages on my anserwing machine. right now I have a message that I missed two calls. What the H-----is going on?

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CAN'T WAIT 2
, US
Sep 23, 2009 4:42 pm EDT

I too agree with everthing I've read about the complaints. This is (THE WORSE PHONE SERVICES) anyone could get. Once my year contract is up this services will be cut off. 1. When I was ordering the service the agent never told me that I frist had to have an active internet for the phone to work. So I had this service for over a month that did not actualy work. 2. When my sister got the internet connected we experance trouble on the line all the time. Then my sister moved, again "No Service" 3. I tried to cancel the service after having it for 6 months and was told it would cost me almost $300.00 to end the service early, plus I was put on hold 3 times and then transfered to more than 5 people. The company offered to give me one month of free service so that I could find a internet service. 4. After the offer I did get a internet company that it did'nt take having a phone line, but Vontage still charge my checking account for the month they offered to give me free; which caused my account to go into overdraft in the amount of more that $200.00.
I guest I just should have paid the cost of having it shut off.

Sign: CANT WAIT!

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Tony Stephens
,
Oct 25, 2008 12:05 pm EDT

I had Vontage from the middle of 05 until the end of 06. I also had a telephone line required alarm service. I received the Vontage equipment and installed it. Not only was the service bad, it echoed and had static on the line, but my alarm system was not working. The alarm company could not monitor myhome because the Vontage system had blocked the signal to my alarm company. For 6 months I paid for both the alarm and the Vontage phone service. When I contacted the alarm company and Vontage to get the problem solved. Vontage refused to help the alarm company to reconfigure their system to accomodate the phone and security system. I ended up disconnecting Vontage and am better off not having the service

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helenvaca
, US
Aug 03, 2008 11:33 am EDT
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My husband and I ordered vonage and was mis informed about the way you have to set up service for internet we never took the product out of the box when we wanted to return the product they said we had to pay another fee the total of 43.00 to return it then I called again they told me they would send me a return slip and not to worry about the fee well they e-mailed it to me but it was not what they said the ups said we needed a ups code when I called vonage back they act as if they did not know what i was talking about then i ask for a supervisor they said that no one was on the site as a supervisor.Then they hung up on me i called back and then it would not take my number they had blocked it from being able to talk to anyone now we are stuck with a device in a box that is new and can not do anything with it and they kept our money .So maybe someday someone will listin to what we are saying and they will be shut down the other day we got a call from vonage asking what we thought pf them i told them i feel they need shut down completely .

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Craig Bullim
,
Jan 19, 2008 9:09 pm EST

Suck service is BREACH of contract. SUE for a full refund in small claims court

Vonage is the new MCI: they're good at selling but have ZERO interest in customer service, have ZERO ethics, and don't even have the best audio codecs. You're call quality will suffer with vonage. Most of their money is spent on advertising. Their "support" model is like AOL: paying abusive cretins that use vonage with free vonage service. ZERO accountability!

You're better off with VoicePulse.com or even voip.com. VoicePulse has the BEST quality audio codecs with the lowest compression. $20/mo unlimited National. They also offer lower bandwidth codecs. I use them. They're a little slow implementing new features. It's been TWO years and no new features.. but they will never screw you like vonage does.

For best results use a router that works with DD-WRT.com firmware!

--quote-start--

VoicePulse is the only service that offers five features to protect your privacy.

* Telemarketer Block stops telemarketers even before your phone rings.
* Anonymous Call Block stops all unidentified calls. (I LOVE this feature!)
* Do Not Disturb stops all calls.
* Filters let you configure who can ring your phone and who can't. (puts an end to abusive family calls)
* CallerID Block stops others from seeing your phone number when you make calls. (if I don't get to see who it is they are NOT ALLOWED to ring MY phone)

--quote-end--

voicepulse can also email voicemail.

Combine with YouMail.com for your mobile phone -- screw verizon wireless!

If you're techically savvy consider getting OPEN SOURCE asterisk and setting up your own VoIP system that's SIP friendly.. with EVERY FEATURE imaginable..

save even more money!

asterisk.org

"Asterisk is the world’s leading open source telephony engine and tool kit. Offering flexibility unheard of in the world of proprietary communications, Asterisk empowers developers and integrators to create advanced communication solutions...for free"

asterisknow.org

"AsteriskNOW is an open source Software Appliance; a customized Linux distribution that includes Asterisk (the leading open source telephony engine and tool kit), the AsteriskGUI™, and all other software needed for an Asterisk system. AsteriskNOW is easy to install, and offers flexibility, functionality and features not available in advanced, high-cost proprietary business systems."

The VoIP providers, especially vonage, will hate me for informing you about asterisk! ;)

spread the word and screw vonage into non-existence

web ads suck too. never see another one. get all three easylists: http://easylist.adblockplus.org

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12:23 pm EDT
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Vonage bad business practice

I had vonage in 2006 for a short time before i was told that i had to deploy to iraq. I had called and canceled the service sent all the eqiupment back and sent them a copy of my orders showing i was leaveing. They never canceled it! So while i was in iraq i got a chance to call to find out why. Vonage tells me to call back in 3 days to cancel that they cant process it then, I tell them it will be impossible because i was deployed not that easy to get to a phone. They said no problem we will take care of it. Funny 2 years later i am still getting billed with no help at all. They owe me $771.00 and refuse to pay it to me. They even show that i called to cancel and they still refuse to pay it to me. Then they tell me that they want me to send them billing statements for 2 years to they customer care service when they have proof that i have paid them. Really awsome how well they take care of people and screw the soldiers that defend this country so they can have a business. Guess I am just S.O.L thanks alot you ###!

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PCITGUYS
Aurora, US
Nov 20, 2009 5:46 pm EST

Hey don't feel bad they are screwing everyone does not matter who you are.. I am sure the only way something is going to happen is if they screw over a high politcian then maybe something might happen. The claim that they tell yoo about all of these charges if you cancel.. No they do not, and of course they say that they have sent you the documentation, which of course they have not but god willing they have a copy of it. Then of course never mind that even if they did send you the agreement by the time you get it and read it you have already started the service so they can already charge you the "disconnection" charge.. Vonage is a rip off!

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8:06 pm EDT

Vonage rip off artists -

WARNING ! I switched from my local phone service to Vontage to save money. I signed up on 4/23/08. My original service disconnected 4/29/08 and I installed the vontage equipment. Learned that my alarm system wouldn't work and had problems calling particular cell phone numbers. Vontage states 30 day free trial. If you cancel within 30 days don't have to pay. Well what a bunch of crap as I called my original company to get them back on 5/07/08 but Vontage wouldn't allow access to my number. My prior company said that the service must be kept on until they have been given back my phone number otherwise, I'd have to get a different number. I called bck my original company on 5/16/08 and they tried and tried to get my phone number back from Vontage but Vontage wouldn't release it until 5/29/08 when they had passed my 30 day trial. I returned my equipment and they still charged my credit card $109.99. Don't trust what they say. They don't care about customers...only want their money and what they don't deserve to get. I'm currently contacting my bank to dispute the charges.

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justin simmy
, US
Aug 24, 2009 2:45 pm EDT

Had my number switched to comcast on 8/14/09 cause vontage service is terrible (cheap but terrible, guess you get what you pay for). well today is 8/24/09 and my account is still open and getting charge when my number was transferred 10 days ago. So vontage has no active number on my account but still feels justified in charging me a monthly service chage.

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Richard
,
Aug 06, 2008 2:26 pm EDT

They only want the moneyand use credit cards to get it. They beleive the card belong to them and not to there customers

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4:54 am EDT
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Vonage terrible experience

One October 10, 2007, my business partner and I received a direct mail promotion from Vonage that defined the promotion that they were running. Voice over IP (VOIP) phone service. We were contemplating the pros and cons of a VOIP service and determined, based on the conversation we had with the Vonage Rep that informed us that the agreement we were entering into was MONTH TO MONTH that we had somewhat of a risk free relationship. Vonage was running a 30 day money back guarantee - we felt that we could determine if the service worked for us or not within that time.

Two weeks passed after having one of the three phones before Vonage Customer Service was able to troubleshoot/diagnose the problem. That phone we called in and cancelled shortly after that but within the 30 days. We shipped the modem back as well directly to Vonage.

One the second of the three phones we had a similar experience - it took Customer Service more than two weeks to get that phone working - we kept that phone up until Thursday, June 5, 2008. The third phone works with the exception of the voicemail that has never worked. My beef is simple. One June 5, 2008 I called Customer Service to cancel the service and to request a refund for the charges that they had continued to take out of my business account for the first line we canceled. There should not have been a penny taken out since the service was canceled and the modem was shipped back - they owe our company more than $250 for that one line.

It gets better. When I attempted to cancel the second line, Vonage informed me that the first line was never canceled and that they never received the modem and that they were going to charge me a $130 cancellation fee because there was a contract I agreed to for all three lines.

Funny how they failed to mention that during the phone order for the service. Hmmm? Plus they were going to charge me an additional $130 for the second line that I was canceling. So not only did they steal $250 out of my business account but they charged me an additional $260 for a total of $510 plus dollars! If they had disclosed to both my business partner and I that this was a one or two year agreement we certainly would not have agreed to have their service. But since we were told that it was month to month that is the ONLY REASON why we wanted to try their service. That is referred to a non-disclosure or terms or commonly known as deceptive trade practice.

Chase bank has already given me approximately $90 of the $250 Vonage stole out of our Business account and I am working closely with their fraud department to obtain the balance. I warn every consumer out there to avoid Vonage - they simply don't care!

I hope that this information gets into the hands of the FTC and they they intervene and protect other Consumers from future theft.

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Stan
, US
Jan 04, 2009 10:09 am EST

I had Vonage for over 3 years. During that time, they offered an 'all in one' wireless router, which I purchased, rather than having multiple devices. After about 2 years, Vonage told me the router was 'stuck in an endless loop' and I'd have to buy another. I almost canceled at that point, but went out and bought another one. Several months later, they told me that there was nothing they could do, as they had basically given up on trying to support wireless routers. They said that since it was within the 1 year warranty period, they would replace it for no charge, with a wired unit and I would have to go buy another wireless router and plug this unit into it. Now, I have decide to cancel altogether and they want to charge me the disconnection fee and rebate recovery fee because they replaced my modem. I bought 2 devices that they had stopped supporting and they want me to pay even more. They even told me that they were having all kinds of problems with the wireless routers.

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rippedbyvonage
Jacksonville, US
Jul 09, 2009 2:29 pm EDT

Please help me get in touch with Vonage Fraud Dept. They literally have debited my biz account to the tune of $1500., with multiple charges unbenounced to me. They have caused several overdraft charges and on top of this they suspended my phone service due to their incompetence. THANKS FOR F***ING ME VONAGE! If anyone can help it would be greatly appreciated.

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jervz
, PH
Jan 09, 2009 3:35 am EST

Vonage will be the next SunRocket. They will belly up sooner or later so I advise everyone to switch provider.

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Hugh Rios
,
Nov 14, 2008 9:44 am EST

My experience with this company is similar to yours. I'm at the point of reporting the problems to the BBB, then I'll go from there.
If you have any suggestions about getting the money they took from my account, pls. drop me a note.

Thank you,

hr

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Vonage scam and cheating

I got a Vonage phone in 2/2008. I was not told that it would be a monthly trial period. I thought that if you signed up it was just like any other phone. Well I had lots of problems with the service. No one could ever hear me. The service was so choppy and I was trying to work from home. In May, I switched to my cable company for a phone. Vonage charged me $114.89 for my last month bill. I was charged outrageous disconnection fees and I was charged for the Vonage phone adapter (which you have to pay for when you sign up). I told the Rep on the phone that I had no idea about any disconnection fees and that they could have their device back because I didn't need it. I was told that to send the adapter back for a refund I would have to contact the corporate office to see if I was eligible for a refund! I could not believe that I was being charged this much money to disconnect PHONE SERVICE! Beware of Vonage. It is not a better way to phone for less. The service is terrible and you will get ripped off!

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Vonage my bad experience

Vonage is the worst business I've had the unfortunate circumstance to be involved in. Their "first month free" is a lie, because it actually takes almost two weeks to receive your VOIP equipment.

I installed it and it never worked properly. I'm not alone going to cnet.com and see the reviews for Vonage (not the one that some editor obviously was paid to write, but look at the ones written by users). They get a total of 4.2 (which I'm not sure how that computes, since it seems 80% rated Vonage as "abysmal").

Sometimes people couldn't hear me when I called them, sometimes they couldn't hear when they called me. Sometimes I couldn't hear people on the other line. Sometimes, I'd have to dial a number 6 times to get through (that's a pain when dialling overseas). This went on for two months. So I called them and told them I wanted to cancel.

I spoke to someone and they asked why I wanted to cancel the service. So I told them exactly what I just wrote here, then they said, "the account cancellation department isn't open today, call back Monday." Why did they want me to explain all that just to tell me it's closed? Idiots.

Then I called back on Monday and cancelled. They charged me $89.99 to cancel a service that NEVER worked properly.

Don't ever, ever, ever try Vonage... unless you like over paying for something that doesn't work properly.

Vonage is worst business I've been exposed to in 21 years.

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JohnnyC14
Toms River, US
Mar 13, 2010 3:03 pm EST

First of all, you are typical uneducated user, The vonage service works as good as your internet connection, if your connection is crappy, so if your phone service, in fact, go ahead and try any other voip service out there you would probably have the same problem, could also be where you had the vonage device on your network too you have to prioritize it certain firewalls hurt quality of voip oh and also they ship there devices out within 2 business days from the time you order it so one of 2 things you either signed up via checking method which is a 7-10 day hold, or there was a shipping exception with UPS and they had incorrect address info

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Vonage scam and fraud!

I really just wanted to let everyone know what kind of business Vonage is and how horrible their costumer service really is. I would greatly appreciate it if everyone would pass this on so everyone will know. I do not have Vonage, nor have I had Vonage since January. On May 6th I got a charge on my debit card from Vonage for $30.73. When I called Vonage the first person told me they could not help me, the second person refused to help me and when I asked to speak to a manager the man told me 'if you can't talk to me then your not going to talk to anyone'.

I called back and I spoke to a woman who said she did not see any charges on my account and transferred me to another woman. This woman also told me that she did not see any charges coming out of my account for the month of May. She then proceeded to ask me for my debit card number and told me that was the only way they could find out what the charge was. I refused to give her my debit card information and she said that she could not help me, so I asked to speak to a manager. She told me that there were no managers on the floor right now and she did not know when they would be available then she again asked me for my debit card information.

I hung up and called my bank and told them the situation and was told to file a fraudulent charge report, which I did. I also had to cancel my debit card so it would not happen again.

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Fabiane Kelley
, US
May 28, 2016 11:36 am EDT

I have been using Vonage since 2005 and I have had the same issue with them over and over for years. When I started with them what was attractive about the company was the advertising for UNLIMITED CALLING. I was paying for national calling PLUS international UNLIMITED calling. For a long time I have been receiving these threatening e-mails saying I should change my account to a BUSINESS account. I have told them many times I don't run a business so I don't need a business account.
The last time I talked to them on the phone they told me that UNLIMITED calling is not UNLIMITED... I could use up to 3000 but I was using almost 5000 minutes a month. They started charging me a minute because I was going over their unlimited plan. Since then my monthly bill at least doubled. The funny thing is that since 2005 they changed the UNLIMITED AMOUNT FROM 5000 TO 3000 WITHOUT MY CONSENT OR AGREEMENT. According to my first contract I was still (although unaware!) inside the UNLIMITED MINUTES SCAM OF 5000. I am currently searching into other options for calling overseas since Vonage is not the only option. I decided to write here because I think people should be aware of the kind of FALSE ADVERTISING Vonage is practicing for years.

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davidka
, CA
Dec 18, 2015 10:52 am EST

I called to cancel 4 times, still charged my card. Never mind that the service was never activated for me. Avoid them by any means.

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ssurt
, US
Dec 04, 2015 12:30 pm EST

Vonage lied 2 times and we caught them, refusing now the Visa charge and suggest all tell their card co. to not pay them. I'll write more details next post. Vonage are liars, simple as that, and you can't trust let alone do business with a liar..

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Akumars
, US
Nov 16, 2015 11:20 pm EST

So I was not even a customer of them.

This is the whole story.

I'm a Comcast customer and was looking for a better option / save money. I'm currently paying around 186/month for Tripple plan service from Comcast. They are good internet speed wise but lately I saw that my internet service were showing only 1-5 Mbps only (Xfinity speed test or other speed test sites) and as Im paying a lot every month, I thought lets cut the cost a little bit.

After looking for various options online and near my area, it seems like I will still stick to Comcast/Xfinity for just their internet service. All other internet service providers have more bad reviews. Im planning to go away from Comcast's cable to either Netflix+(Hulu etc) and get Roku or similar and for the phone I wanted to switch to either Vonage/MagicJack Go.

Found lots of complaints from MagicJack customers online so finally called Vonage customer care # as per their site.

This is how it went (just for getting a phone service).

Me: I would like to know my options about getting phone service.
CRep1: We have couple of plans for you sir (nice of them), but what are you looking for. She asked me couple of questions and said, well sir you are best suited for "Vonage North America Plan".

Me: I said, can you help me with what if I want to call other countries like UK or India then what are my options.
CRep1: If you go with Vonage North America plan then you'll have to pay per minute ($5/minute for India etc).

Me: Great. That's what I was looking for instead of getting Vonage World plan (and paying $27-$39 every month in long run).
Me: To CRep1, I see the international calling rate / minute to India is 4.5cents/minute on your site then why you are saying 5cents/minute?

CRep1: No answer, then she said, it's 5cents/minute. I said no problem (.05 cents wont bite anyone) but strange that site says something and CRep is saying something else.

Me: What's the deal.
CRep1: Vonage North America plan is (call various countries nearby America including Mexico) and it's a $9.99/month for a 1 year/12 month contract and this price is a PROMOTIONAL offer. After 1year, there's is NO Contract anymore. If I break within 1 year, I have to pay the penalty otherwise, im good.
After 1 year, my rate will jump from $9.99 (promotional price) to $24.99 (Regular price).

Me: Great. I understand you. Now, if the contact is only for 1 year then, why can't I get $9.99 after the 1 year is over and I want to continue to 2nd year.
CRep1: It's because the promotion is for only 1 year.

Me: Understood (in my mind, I thought usually things increase if you are in a 2 year contract and you get some time (lets say 1 year for promotional offer of $x.x amount and after the promotion is over, then you pay a regular rate until the whole contract period is over). But in this case, even though Im not in a contract after 1 year, I have to pay $24.99 + Taxes + Fee. Why I can't get the same $9.99 deal and I'm willing to do a contract for another year (i.e. 2nd year start to end of 2nd year).

CRep1: 1 year promotional only offer $9.99 and after 1 year, no promotion.
Me: Got it. What if I cancel after my 1 year but before of 2nd year and want to come back within 1 day or 1 month as a new customer.
CRep1: It wont work that way.
Me: Me thinking, so far I understood the simple logic what she was explaining. So I didn't bother much asking more on this subject.

Me: I spoke to someone few days / weeks back and he said, that if I take Vonage plan, then it'll be ONLY $9.99 every month and no increase in the price, period.
CRep1: Oh sir, I can do something, I need to talk to my Manager to get a VIP approval for you. If the managers approves, then you'll get $9.99 (promotional offer) for 1 year and after 1 year $9.99 (same as first year).

Me: Can you please repeat that. Thx.
CRep1: I can do something, I need to talk to my Manager to get a VIP approval for you. If the managers approves, then you'll get $9.99 (promotional offer) for 1 year and after 1 year, it'll be $24.99/month.

Me: What? I think you just said, if I get the VIP status and your manager approves it, then after 1 year the monthly bill will be $9.99 (+Taxes+Fee etc only), like the first year.
CRep1: Actually sir, that's not guaranteed.

Me: But you just said that a minute back.
CRep1: Halt... for 5 seconds or so.

Me: Can you please repeat what you said about the VIP thing.
CRep1: I need to talk to my Manager to get a VIP approval for you. If the managers approves, then you'll get $9.99 (promotional offer) for 1 year and after 1 year $9.99 (same as first year) but it's not guaranteed.

Me: What do you mean by not guaranteed. It should be either $9.99 or not $9.99.
CRep1: Halt... again..

Me: I understand that for 1 year, I got the promotional offer and after 1 year, Im willing to pay $24.99/month (+taxes+fee) but with the VIP access, you said, it'll remain $9.99 and not $24.99 (...)
CRep1: That's correct but it's not guaranteed.

Me: What is guaranteed then? Why fooling a customer about giving VIP status and later them finding out that they monthly bill increased even though they were told $9.99 (+tax+fee) by someone few weeks back and you telling 2 different truths of getting $9.99 and not getting $9.99 / monthly after 1 year.

CRep1: In VIP, you'll pay $9.99 after 1 year.
Me: What, please repeat.
CRep1: In VIP, you'll pay $9.99 after 1 year but it's not guaranteed.

Me: OK. I don't get that. Can I speak to your manager please. As Im a new customer I had all these ?s.
CRep1: Yes.

CRMgr: Hi, same... talk about Vonage North America Plan and etc..
Me: CRep1 told me two different things about VIP status and $9.99/month (+tax+fee) after 1 year but $24.99/year after 1 year (VIP as well) and it's not guaranteed.

CRMgr: Actually there's a DIFFERENT plan which we(VONAGE) don't show on their site.
Me: like?
CRMgr: It's called Vonage Exclusive America/Canada/PRico plan. This plan DOES NOT include Mexico.
Me: OK, Im fine with it as I usually don't / never call to Mexico for my needs.

CRMgr: OK, in that case, Vonage Exclusive plan (USA/Canada/PRico only) is the plan for me and if I still want, I can call international # (landline/mobile) on a PER-MINUTE-CHARGE. This exclusive plan monthly REGULAR price is $9.99+tax+fee (instead of any promotional price) and there is NO- CONTRACT i.e. $9.99+...+.. on a REGULAR rate and no contract!

Me: (Thinking, in my mind, Shenzi -:) this is what I need.
Me: Thx, this is what I need. I have some questions.

CRMgr: yes?
Me: You said, Vonage Exclusive plan (USA/Canada/PRico) is unlimited calling with all the same features like other plans (but not including Mexico or unlimited calling to other international countries) is ONLY $9.99/month on a REGULAR rate and with NO Contract, Right ?

CRMgr: Yes, that's right.
Me: Great. I have my final question.

Me: After 5 months from now (as Exclusive plan is a NON-CONTRACT plan), if Vonage decreases the price of monthly charge like to $7.99 or $5.99 (due to competition) then, how much would I pay. Lets say, after 5 months from me getting the Exclusive plan, I go to Vonage site and it says, Vonage North America / etc plan have reduced (which I don't care in my case) but it there plan DID reduce, then obviously Exclusive plan would be better than North America one as it's already better than that. Will I pay a reduced rate of $7.99 or $5.99 or even better ? Also, if Vonage increases their rates after 2 / 5 / x no. of months from $9.99 to lets say $12.99 or $15.99, then Im willing to pay Vonage that increased rate (I assume that rate is visible to the world / to everyone) and I agree to pay that increased rate.

CRMgr: Sir, we'll notify you by sending an email on the rate?
Me: That's great but you didn't answer my question.
Me: My question is, as I'll be on a REGULAR rate with no-contract (and not on a Promotional / contract) will I pay $7.99 if Vonage site will reflect $7.99 OR... $12.99 / $15.99 (+tax+fee) if Vonage site will show that to all - ONLINE?

CRMgr: Halt... 10 seconds.
Me: You there?
CRMgr: Im here. Sir, we'll notify you about the increase via an email.

Me: Again, my question is not on an increase or decrease. It's a very simple question. If Vonage site will show ONLINE on their site that the new rate (reduced / increased) is $X.Y, then will I pay that next month or not if currently I'm paying $9.99+..+...

CRMgr: No sir.
Me: What no. If I'm NOT in a contract and if I'm NOT in a promotion then why not I get what Vonage is giving to everyone. It seems like, today if I take the offer of $9.99+tax+fees for Vonage Exclusive on a REGULAR / NON-CONTRACT per month rate, then tomorrow if Vonage reduces the price, then I will still pay $9.99+tax+fee ... or if Vonage doesn't even increase anything on their ONLINE site, I'll still be notified that dude, you're monthly bill from now onwards is now $XX.YZ because Im a VIP customer, isn't it?

CRMgr: Halt... no answer.
Me: You there.
CRMgr: Yes.

Me: Can you help me with my question. Im not in a promotion / contract with Exclusive plan, then if Vonage increases price OR reduces the price ONLINE on their site (for at least North America plan) and we know that Exclusive plan (even though it's not listed on the site BUT we know it is better than North America plan as Exclusive just takes Mexico out from the service and I don't call to Mexico), then will I pay what's listed on the site every month?

CRMgr: No. We'll send you email / notify you that what's the new charge is after few months.
Me: You don't make sense.

CRMgr: Are you an existing customer?
Me: Do you think, I would be talking to you if I would be an existing customer. In that case, I would already know about all this real time.

CRMgr: No answer.
Me: So, it seems like, Vonage North America plan ($9.99+tax+fee 1 year promotional offer + only 1 year contract + then after 1 year it's $24.99+tax+fee) is straight forward but seems like a trap to get new customer and after that it'll increase and who knows if Vonage will let me come join Vonage after cancelling on 13th month and joining back 13th/14th month as a new customer? I do agree that Vonage was upfront with this statement and didn't change on the statement. BUT, for Exclusive / VIP or similar plan (where I'm only looking for EXCLUSIVE plan, NO-CONTRACT, REGULAR fee $9.99+tax+fee per MONTH) it's still NOT straight forward that it'll remain the same. Also, what will it be every month, if Vonage reduces their rate from $9.99 to $7.99 or $5.99.. or increase it .. but there's no straight answer ... Why I'll be notified to pay MORE from $9.99 to $15.99 or $22.99 or $24.99 ...but the ONLINE site will say $9.99 or $7.99 or $5.99 ?

CRMgr: No answer. I agree with you sir.
Me: Agree what, agree? You didn't even answer my final simple question. I said, if Vonage increases the rate ONLINE from $9.99 to $12.99 or $15.99 (+tax+fee), then I'm WILLING to pay that amount (as I'll see that everyone will pay that much if they get the plan that day/month) BUT, if it goes down or doesn't go down, then I'm still getting notified for paying $XX.YZ (more amount than $9.99+tax+fee REGULAR fee which is NOT listed anywhere ONLINE) but is just an email from Vonage person.

CRMgr: No answer, (but Im thought, she's thinking this in her mind I guess: Hmm, which country is this guy from?).
Me: Waiting to hear any response from Cust Rep Manager lady, but still .. no response... (Now, Im thinking in my mind, that I was the principal of the school where you got your degree).

Me: You there? I think you don't have a straight answer to my simple question. I'm kind of disappointed by that fact that it's unclear what Vonage will do and the customer doesn't know that UPFRONT in case I want the Exclusive plan.
CRMgr: What else I can help with you?

Me: I said, good night and thanks but I didn't get the clarification I was looking for.

I'm still looking for my options. I think the best is to join my friends with the GROUP - T-Mobile plan where if there are 3-8 people in the group plan, call international or anywhere in the world is FREE and you pay just your share so .. 1 per pay $150, if there are 2, you pay $75 each and if you are 3, $50 each and more people, more good for you. I found, couple of my friends are using the UNLIMITED talk/text/data (after initial 4G-LTE 10GB/more limit speeds per month, it's still good speed wise for data download on free 2/3GB speeds) and they are paying like only $20 per month as there are 8-10 in the group and each get their OWN Bill statements. I think, that's the best way to go. This won't work if you NEED a HOME/LANDLINE connection ... for that, I would say, try your options online and if u r OK with $24+ to $39/month after initial promotional offer from Vonage, then its good for you. Still I see other blogs about them charging people extra/this/that, so do you own research..! good luck.

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patrick frank
, US
Nov 10, 2015 11:23 am EST

I canceled my Vonage service in 2008. Up until this month they have continued to Bill me. After numerous times on the phone with some of the rudest "customer service" people that I have ever seen they have supposidly now canceled my account, again!
For two months in a row I have reported there fraudulent behavior to my bank and twice I have had to cancel my card do the repeated billings only to have the charge show up on the new card also. After a very heated conversation with my banking institution they finally told me how this was happening. Apparently what Vonage does is pay MasterCard to update them on any new card numbers in your name so that at that point they can keep charging you on the new card.
As others have found out it is very difficult to go after Vonage in civil court. Since this has been happening for roughly seven years now I have decided to go after them in criminal court.the amount of money has grown to a rather large sum I have decided that the best course of action now is to go after them in criminal court.

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Hal
,
Apr 03, 2008 7:55 pm EDT

In Oct.07 I called Vonage to set up online calling. They set me up with an accnt. Then they told me i need a high speed internet. I told them I do not nor can not get high speed Internet out here in the forest of Mendocino so cancel the account, don't set it up. They said ok. They hooked me up anyway. In Nov. I went to Belize. Before I left I payed off my credit card. Now Vonage started billing my credit card, for for months. I tryed to cancel it 3 times with no results. In Feb. 08 They told me I had to ok a $38 cancelation fee or they could not cancel the accnt. When I came back from Belize, my credit card was on hold, so I could not use it for my rent a car. Plus i was charged $54 from my card Co. for late fees. Vonage, A bogus Co. with no regrets. I have reported them to the
better business bureau.

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jackcash
Tacoma, US
Jun 03, 2015 1:06 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I had a Vonage number that I ported over to T-Mobile. Vonage continues to Bill me even though the number is at T-Mobile. When I call Vonage they tell me I need to call a different number. The best thing to do is file a complaint with the FCC and not play with these clowns. Vonage is a scam and rip-off. They have no morals

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J..M
Walla Walla, US
Sep 13, 2013 8:41 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I called Vonage and a rep called me later. He explained to me I had 3000 minutes a month, and would have to pay a onetime only hook up of 41 dollars. He checked my number and the number i was calling in the Philippines ( I only called one number). He said both numbers fit into this plan and I was set to go. I asked him "Jason' if he was sure. I stated that if i did not fit in the plan then I have no use for Vonage and would find an alternative source to call through. He assured me and promised he double checked this . I used less than 1000 minutes when a $75.00 withdrawal was taken from me account? the next day a $45.00 and a $116.38 were taken . I called and was outraged. They smugly said I have no idea what the charges were for but it says you owed that to us and are paid in full now. I said What? The trial was risk free and I was told that I could quit anytime within 30 days and get a refund.. Chase bank is investigation these unauthorized withdrawal . I canceled my Credit debit card.. If you think this business will be honest, think again before giving them free access to withdrawal any amount from your account without a valid reason. Vonage should be shut down ... Liars cheats and sharks.. Chase did get half back and is investigating this fraud in my behalf... Vonage CRAZY stupid to give your creditcard to... I am insulted that they are still allowed to remain in business..

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stupid34
, PT
Sep 15, 2012 9:17 pm EDT

Hey stupid you should have bought Magic jack and you would not have any problems.

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the Dew'd
Kanosh, US
Sep 08, 2012 3:38 pm EDT

vonage refused to close our account !
vonage is definitely an immoral organization. And needs to be sued into oblivion.
I was a "willing" vonage customer for a couple of months.
My wife called them and signed up so we could preserve a cell number we were going to lose when we moved because that provider had no coverage at our new address.
After we moved, she decided to try more new lines, business, fax, etc.
Immediately we found we had a problem. our internet provider could not provide enough band width for vonage service to work reliably. we had moved out to the sticks and internet service is flakey at best.(no fault of vonage).
But if the phones don't work, there is no need to keep the service.
So my wife calls to cancel the service for the new numbers. THIS IS WHERE THE FUN STARTS.
The rep asks "what is the password". she tells them we never set a password. they tell her it is the password you set online when you opened the account. she explains we did not start it online. We called you and set it up on the phone.
NO PASSWORD, WE CAN'T HELP YOU!
A couple of days later our bank statement arrived and there is a withdrawal from vonage. Yes, she made the mistake of giving these crooks our bank account number for auto withdrawal.
So she calls back. this time asks to speak to a supervisor.
Again she is told NO PASSWORD, NO HELP. OR if you can tell us how much we withdrew from your account to prove who you are, maybe we can do something.
So she reads the amount right off the bank statements. she is then told NOPE, that is not the amounts we have here. Sorry we won't close your accounts.
My wife called them 5 - 6 separate times trying to close the account.
She never got anywhere with them.

AND WHY WOULD THEY ?
They already had our bank account number.
And from current google searches it looks like the standard vonage practice was / is to charge us for service forever. Or at least until the money ran out.
By just refusing to close the account.

I did finally get rid of these THEIVES.
I had to close our bank account.
So when they went to STEAL their next illegitimate withdrawal.
The piggy bank was empty.
In the end I lost the number I was trying to preserve. The only reason for using their service in the first place.
This was a few years ago, and now and my wife just got a call from a collection agency working for vonage. “EOSCCA”.
Now I'm pissed about the whole situation all over again.
In retribution, I am going to start sharing and posting this story on at least one new forum or blog site per day.
I know I won't run them out of business. But I can EDUCATE and scare the crap out of potential customers with the TRUTH.
And I plan on doing so until I feel better, or vonage comes to the table and makes this right.
I don't think either one of these things is going to happen any time soon. So I am planning a LONG reign of BAD press.
“Save yourselves a lot of trouble if you are looking for phone carrier, stay away from vonage, and if you do go with these THEIVES. NEVER, EVER GIVE vonage YOUR BANK OR CREDIT CARD NUMBERS.”
564 now ! Looks like this is a chronic issue for vonage, tons of people being charged after vonage won’t close their accounts. And these are just the ones ### about it on one site. How many people just took it in the ### and moved on ? Smells like class-action time.
We just need to find a sleazy lawyer.

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12:25 pm EDT

Vonage being billed for phone service after returning phone in a unopened box

I ordered the Vontage Phone, after ordering the phone af, he phone had already been shipped. I retured the phone in the same box that it came in (un-opened) Vongtage has been taking money from my account f9r the last two monts. I have a receite from UPS but they still continue to take payment. I have notified my bank and wes told they can submit for 3 payments from the time I put a stop payment.

I

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12:29 pm EDT

Vonage fraud

Signed up for Vonage phone service in December 2007.
Received their modem and instructions for activation.
Despite following the enclosed instructions exactly, the Vonage modem could NOT activated.
Called Vonage technical support.
They walked me through the activation procedure. At the end of their instructions, I had NO dial tone and NO phone service.
Vonage technical support stated that a technician would have to be sent to my home. I scheduled an appointment day with them.
No technician showed up at my home on that day.
I called up Vonage to close my account.
The Vonage representative stated that I would have to return the Vonage modem before my account could be closed.
I sent back the Vonage modem, and then called Vonage to confirm receipt.
The Vonage representative confirmed that my modem had arrived back at Vonage on January 8, 2008.
Within less than one month Vonage had charged my credit card again --- for $50.00.
I called Vonage and their representative stated that return of the Vonage modem is necessary to close a Vonage account, but not sufficient. She said that I also had to call Vonage to close my account. Because I had not called Vonage after confirming that Vonage had received my returned modem, my account remained open. Therefore, according to the Vonage representative it made no difference that I had NO modem and NO phone service from Vonage. She said that I was still obligated to pay Vonage.
I asked her why the return of the Vonage modem did not automatically close my account.
She said that Vonage considers that to be a "change in acount status" that provides NO reason to close an account. In other words, Vonage considers that a returned modem, which of course eliminates all possibility of Vonage phone service, provides NO grounds for discontinued service and account closure. Because my acccount remained "open", Vonage then charged away against my credit card, against which they submitted another $89.00 in charges AFTER receiving my modem back.
I went over all these things with a Vonage representative, and all she said over and over again was, "We charge against all open accounts whether phone service is provided or not. That is strict Vonage policy. It is your fault. You should have called to close your account after returning your modem."
I then asked the Vonage representative why Vonage did not close my account after receiving back my modem. She said, "According to Vonage policy, account closure is a customer responsibility. You did not close your account. It is your fault."
VONAGE RUNS THE CRIMINAL SCAM DESCRIBED ABOVE TO DELIBERATELY COMMIT CREDIT CARD FRAUD AGAINST FORMER CUSTOMERS. WHAT VONAGE DOES IS NO MISTAKE, NO ACCIDENT. VONAGE MANAGEMENT HAS CALCULATED THAT VONAGE CAN GAIN MILLIONS OF DOLLARS MORE FROM DISCONTINUED CUSTOMERS JUST BY BLAMING THEM FOR NOT CALLING VONAGE AGAIN AFTER RETURNING THEIR MODEMS TO VONAGE.
VONAGE IS A CRIMINAL, CRIMINAL, CRIMINAL ORGANIZATION THAT SHOULD BE PUT OUT OF BUSINESS.

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S123459876
, US
Dec 16, 2017 2:39 pm EST
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Vonage customer information is available outside its network for fraud to happen. I have the similar issue where Vonage is claiming a fraud person call me with all the details and add new line for Vonage account. I am being charged twice for my existing line and New line and when we call to find out what's going on, the Customer service Representative & supervisor both being rude.

They don't even want to cancel one line or port in the old line. No agreement that sales teams has performed the fraud and now asking $136 contract amount.

Going with legal complaint through CRTC

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Bhavik
Lawrenceville, US
Feb 13, 2009 6:42 pm EST

I had vonage for about 2 months and didnt like the service. So, i decided to cancel it and go back to VERIZON. Vonage charged me over $100 to cancel and $49.99 for their "router" which was originally $9.95. I was on the phone for about one hour agruing with the guy and still wouldnt refund my money. No wonder they take money right from your account. they never even told me about these fees, so in other words i didnt agree to them. I submitted a complaint to BBB about 3 months ago. They still didnt reply to me. Vonage is a scam and there should be a class action lawsuit against them.

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oceanbear
Athens, US
Jul 07, 2009 6:51 pm EDT

Started subscription to Vonage in October 2007. I had been a subscriber to AT&T for years but the cheap prices lured me over. Was that a huge mistake!

The first complaint was constant breaking up of the voice. Either from my end or the receiving end. I called and I went though some procedures with a individual I could hardly understand. He got that working to some degree.

A month or so after that I got a call from a friend on my cell phone that said they had been trying to get a hold of us for days. I tried my Vonage phone with my cell phone and although it was ringing in the cell it sure wasn't ringing at the house. Again we went through the same procedure with questionable results but they did get it ringing again.

Finally the three strikes and your out theory the phone rang and as soon as it was answered it disconnected. I again called from my cell and as soon as my wife answered it disconnected on her and I got data noise in the cell phone. I reset the Vonage modem and that stopped the disconnect but the breaking up of the voice started all over again.

Now the kicker. I called and disconnected service. They said because I hadn't been in service for three years they were billing me $114.89 disconnect fee. I NEVER agreed to such nonsense and told them NOT to bill my checkcard for the sum. They did it anyway. Now I've got the bank to go through and reverse the charges.

If you're going to subscribe to Vonage you're in for the telephone service from hell.

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Mike of Stafford
stafford, US
Jul 05, 2010 5:36 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Vonage hit me for an increased annual subscription when I never asked for it, and for 10 % more than last years amount, without advising me or obtaining my permission.

Not only did they do that, but they manged to charge it to a date expired credit card.

Not stopping there, they perpetrated a fraud as I was on a call to them to change from an annual to a monthly subscription. They told me that they had charged an annual subscription the day before I called, which turned out to be a straight up lie, since they did it while I was talking to them about switching to a monthly subscription.

The credit card company later verified the date and time as being the time I was on the call.

I will be advising the FCC and I have already asked for a fraud investigation by my credit card company.

Mike W.

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rskksr
, US
Sep 16, 2010 4:55 pm EDT

same thing happen to me as sry234 said. They as me to increase the rate plan to $50 that will enables me .003$ per minutes, Vonage is cheating the customer saying "Unlimited calling Plan".

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sry234
Hoffman Estates, US
Sep 15, 2010 2:27 pm EDT

Vonage advertise it as "Free Unlimited Calls", but it is not actually Unlimited. They had a cut of 5000 minutes per month for residential plan which costs $37.00 and now they revised that to 3000 minutes per month with out even notifying the change in policy. Then send emails to disconnect the service. Considering international calls we get calling cards from Airtel/reliance etc for $10 which supports 600 minutes of talk time. that too we can call from wherever we need, land line - cell . Vonage is a crap.

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Mike of Stafford
stafford, US
Jul 05, 2010 6:02 pm EDT
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unbelievable

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JromeJay
, US
Oct 25, 2009 9:52 am EDT

Vonage charges for the service before the device arrives (before you use their service). So basically they start billing you when you sign-up for the service, but you will be able use their service only when you get the device (usually device arrives about 10 days, once you sign-up). That seems to be unfair

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donna
Inman, US
May 12, 2009 8:43 pm EDT

Turn them over to the BBB. I did this & my account was closed & refunded in less than 2 weeks!

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jimmy tidwell
Orlando, US
Apr 08, 2009 5:20 pm EDT

i was asked to call [protected] this was phone sex. i listened less than 10seconds. myvonage phone record was charged 9 minutes

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4:06 am EDT
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Vonage fraud charges!

I signed up for Vonage for what was to be a first month free and otherwise 60 days free trial. 2 Complaints:

1. I was supposed ot get a fax line or second line with the service. Never did.

2. And this is the BIG complaint. Before the 60 day free trial period was up I called to cancel. The customer service rep (all of whom I have ever dealt with are overseas idiots in my judgment and opinion) promised me an additional 2 months free to continue 'trying' vonage.

America On Line has done this many many times for me over the past 10 years when I would try the free trial for 90 days and call to cancel (i.e. they would extend the free trial period without obligation - many times more than once before I would cancel). So naturally the way it was extended, being much like AOL, I accepted. After that when I tried to cancel (3 different times), I was told that I was indeed given the free extra months, but that it was not without obligation since my 2 month extension took me past the risk free 60 days and I had a contract where I agreed to pay almost $200 in fees to cancel after 60 days!

The second guy I spoke with was just a regular person answering phones at their number and was so arrogant that when I asked to speak to a supervisor he said 'We are all management here and have equal power and this is what they will tell you. So if you want to talk with someone else you can hang up and call the same number'! This of course was not true as I found out the 3rd time I called and got a supervisor who also insisted that the free months they gave me to induce me to stay did take me into the contract period where there were penalties to cancel.

BEWARE- Vonage will lure you to go beyond the 60 days risk free trial period with free months that are not risk free!

P.S. They also did charge me during one of the alleged free months some oddball amount.

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Shawn Georges
,
May 19, 2008 2:14 pm EDT

I can't beleive that Vonage hasn't pissedoff a Lawyer that has balls enough to take this company into the ground were it belongs. I just got off the phone with the same problem. My account was closed and then my bank account was charged $148. I think that this compnay has alot of problems. There are 15 pages of complaints. The BBB kicked them out of there listing as a bad company. In this day and age you would think that this company would go out of business with the terrible customer service and fraud that they are doing.

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7:14 am EST

Vonage taking money out of account!

We ordered vontage phone service, wasn't able to hook up. Sent box back never opened it up. Was never told about dsl not available in area. Needless to say they have been billing my account for almost 6 months, called to disconnect and was billed again after i was told they would stop the billing. This has been one of the worst experience i have ever had with a utility company, i work for one of the biggest utility companies in the world and we don't treat our customers this way

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snukies48
kalamazoo, US
Aug 09, 2009 1:30 pm EDT

I think people just like to complain or are with the competition. Vonage has excellent service and have never over charged my account. They dont have added fees. Their customer service is wonderful. So I dont understand where this person is getting off saying what he is. But when you put two and two together, he already claimed he works for another utility company...MMMMMMMMMM? I smell dirty rat.

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snukies48
kalamazoo, US
Aug 09, 2009 1:27 pm EDT

Why didnt you just call your bank and stop payment and block them from accessing your account? I would think if you worked for the "largest utility company" you surely would of had the brains to correct the problem by other means.

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david
,
Sep 16, 2008 12:53 pm EDT

vontage what a RIP OFF AND A SCAM STAY AWAY FROM VONTAGE?

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glen may
,
Jul 21, 2008 4:11 pm EDT

my daughter tried to disconnect services and was told couldnt dissconnect untill total bill was paid and she would be charged monthly fee untill it was paid RIP OFF

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Diana
,
Apr 22, 2008 8:33 am EDT

30 day free trail.. Nothing free about it. I was able to install and use the phone for 5 days. On the 6th day I wasn't able to make out bound calls. I looked up the FAQs went through reinstalling unhooking rebooting and so on only to have the same issue. When I wrote the company to cannel the 30 trail I was told to call. OK got two tin cans and a String? Meanwhile they sent me the FAQs and told me to try this. After I included what I did to resolve the problem. I had to call from work, and then was told I would be charged 142.50 for a 20.00 router until it was returned. None of that was mentioned when I signed up. If you call Vontage and listen to the phone tree you will find out what they are selling. You get the same gaps crackles and more at home.

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Eddrina
,
Mar 25, 2008 8:54 pm EDT

THE SAME EXACT THING HAPPEN TO ME. With all seriousness. DO NOT GET VONTAGE!

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Adrienne Hardy
,
Mar 08, 2008 5:45 pm EST

I called them and was told they could use my satilite service high speed dail up and there was no problem ,oh and that they would call my phone company to cancel my phone service?I should have said no i will,so any way i get it hooked up now they tell me call your phone company and make sure they are diconnecting by fri.My phone company said that once they turned my phone service off,i will lose my internet service with them and have no phone or internet service .I couldnt beleive it.My phone company also said that this happens ALL day long they get the same phone calls and,there are so many law suits against them.SO I have canceled service and i have been charged for hooking up and canceling and have to pay to send the junk back,i am supposed to receive a refund on everything but postage.I feel they owe me that as well they out right lied. to me I hope they will honor what they have said.Im calling my credit card company and telling them and letting them deal with it.DONT DO VONTAGE!

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12:00 am EST

Vonage impossible to cancel!

Vonage has to be stopped. While they make it very easy to sign up, to cancel is next to impossible. They require that it be done by the account holder in a phone call during their hours of service. Once you finally get through, what you don't know is they have a very sophisticated AI program dealing with you. They go out of their way to make it sound like a human being but it is not! And it is programmed to NOT take no for an answer and NOT allow you to cancel. Most people think they are talking to a human being but they are not! How can we take action against the vonage scam... Plz advise smb!

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B Weeden
Barrington, US
Dec 30, 2013 12:11 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Vonage did the same thing to me, I was unable to cancel service finally canceled the debit card so I would no longer have to pay them, I am contacting my lawyer to recover funds

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12:00 am EST
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Vonage don't get scamed by vonage!

The device does not work, and customer serv. is horrible. Today Acct Management told me that they will not refund my money because I refused the 2nd shipment and they did not receive it at the return address that is authorized by email. According to UPS the device was delivered back to the original shipping address (1000 Windham Pkwy Ste 129 Bollingbrook, IL), and signed for by someone named Bullock. Everyone I spoke to at Vonage does not make sense. They told me to refuse the device, then they told me that because the device that I didn't received wasn't returned to 1100 Towbin Ave Lakewood, NJ 08701 that they will not refund my amount of $94.48 of unauthorized charges by Vonage to my credit card. Don't get scammed by Vonage. They say you will get a refund but do not refund instead charge you more without being authorized.

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Bobby Hill
Crawford, US
Feb 18, 2009 1:31 pm EST

On 01/23/2009, after cancelling my service, I spoke with a representative of Vonage whose ID number is VXI-MMIRANDA2 who agreed that my account should not be charged the $39.99 disconnect fee, the $70.00 rebate recovery fee should I choose to return the equipment, and applicable taxes to equal the amount of $120.44. I had on 2 previous occasions tried to cancel my service with them but they asked me to try the service out for additional time each time agreeing to extend the period I had to try it out.

I returned the equipment at my own expense to the address they provided via the United States Postal Service. I requested a delivery confirmation for the equipment. The shipping details of the returned equipment are as follows:

USPS Label Receipt Number: [protected] [protected]

Status: Delivered

USPS Remarks: “Your item was delivered at 4:33 PM on January 26, 2009 in LAKEWOOD, NJ 08701.”

I have made several calls in an effort to resolve this issue with Vonage with no success. In fact, every time I speak to another individual I receive very different information. On or about January 29, 2009, I was able to speak to a supervisor whose ID number is ETE-CREYES1 who agreed to elevate my concern to company’s management in Lakewood, NJ. She said that although there was a record of my call to employee identified as VXI-MMIRANDS2 there were not notes included from the representative. She informed me that management would have to request a voice recording of the telephone call to confirm what I was told. She told me to expect a call within 72 hours with a resolution to my issue. That did not happen so I followed up a week later. I was told by the agent that I should give it another 72 hours. That did not happen so I followed up in 10 days, today. Again, my concern has not been resolved. In fact, the agent I spoke with today told me there would be no way they could return the equipment which I sent to them. This, I believe, can be likened to theft of property since it is obvious the company has no intention of resolving my issue and intends to keep the equipment for which they are charging me.

As you can see, I have taken appropriate and reasonable steps to resolve this matter with the vendor.

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