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2.0
Details
I was on the line with Vonage for approximately 75 minutes because they refused to allow me to pay a one time payment. I am a retired military officer and have had my account for over three years. I experience several payment problems with Vonage and wanted to remove...
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1 comment
Anonymous
#1203761

Ugh same thing I just dealt with today.

Hoping "supervisor" calls me back tomorrow as I was told they would.

My wife made the last payment and started this clusterf*ck!

Review
#743239 Review #743239 is a subjective opinion of poster.
Cons
  • Supervisiors
  • Executive response team
Reason of review
Poor customer service
Loss
$19
Preferred solution
Price reduction

Vonage in Woodbridge, Virginia - Charge

They promote that 9,99 / month but actually they will charge you $53.00/month. do not trust this company, I had experienced with this. I already called customer service to cancel but he did not cancel so I have to pay $38 without using it. I called again they said I have to pay for the month that I did not use. I cancel and I have to pay cancellation fee for $30. I was disappointed and lost so much money. Please do not use this company. The customer service is very bad attitude.
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Review
#743051 Review #743051 is a subjective opinion of poster.
Reason of review
Pricing issue

Vonage Phone Service Review

1.0
Details
Do not pay annual payment. No refund when disconnecting after 45 days. But the customer service will not tell this point.
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Review
#740745 Review #740745 is a subjective opinion of poster.
Reason of review
Poor customer service

Vonage in Lawrenceville, Georgia - Vonnage - Rip Off - Rude - Cap on their minutes

1.0
Details
Please see below. I am getting harassments from Vonage for the last 6 months. They they have raised my rates to $49.99 without my authorizations. See at the end of the email. They will say if you don't like what they are doing, you can cancel their service. Please visit their website. The link is below. It says, "Unlimited talk to more than 60 countries for one low price, with a plan that lets you make and receive calls on your home phone and two smartphones using our app."http://www.vonage.com/personal/phone-plans? What do you call for this? Fraud! ------------------------------------------------Dear Customer, I understand your concerns regarding a recent plan change and have provided some further details regarding our usage policies below. In regards to the Vonage World Plan, there are no limitations on minutes. The amount of minutes used is one of, but not the only, indicators that we use to assess whether usage is outside of normal residential use. The Vonage World Plan is a residential calling plan, and we disclose before sign-up that the plan is subject to normal residential use. Normal residential use guidelines are based on the usage levels and patterns of Vonage World customers. Our usage guidelines may be viewed in our Terms of Service (sections 5 and 10) at www.vonage.com/tos/#SERVICE and our Reasonable Use Policy at http://www.vonage.com/reasonable_use_policy. Specific details are communicated directly to customers whose usage falls outside these guidelines to help them adjust their usage to be consistent with normal residential use. We only identify usage as irregular when a combination of characteristics is present. These characteristics include international minutes, international Call-Forwarding minutes, international call durations, or the amount of unique international phone numbers dialed. Customers are not contacted unless their calling patterns have surpassed that of 90% of our users. For example, almost all of our Vonage World customers use less than 1,500 international minutes each month compared to your use of over 4,000. Additionally, Vonage World customers call fewer than 13 unique international telephone numbers each month compared to your 53 unique international telephone numbers. For customers using Vonage Extensionsb ", all usage is combined in the assessment of your account. As stated in our Reasonable Use Policy, "We may assess abnormal usage based on comparisons to the usage patterns and levels of our other customers on the same plan(s). If we determine that you are engaging in abnormal or impermissible usage, we will use commercially reasonable efforts to inform you and may provide you with the opportunity to correct the improper usage. If we afford you the opportunity to correct your abnormal usage patterns and you fail to immediately conform to normal use, we may exercise our right to transfer your service to a more appropriate plan, charge applicable rates for that plan implement other limitations or suspend or terminate your service with or without notice." You were sent 5 prior email and 5 prior voicemail notifications informing you about the usage issue on your account. These notification were sent on 7/8, 10/5, 10/7, 10/28 and 11/2. As we did not see a change in your calling patterns, your plan was upgraded to the Power User plan on 11/9. We must see your usage be within our normal use guidelines for two consecutive billing cycles before you may be considered to be switched back to the Vonage World plan. If these guidelines do not suit your needs, you may disconnect your service without penalty by contacting our account management department at 1-866-243-4357. Sincerely, Jaime Stark Fraud & Usage Management Supervisor Vonage | 23 Main Street | Holmdel, NJ 07733
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1 comment
Anonymous
#1069699

I can't believe that someone would abuse a service to this extent! Does he know people in every country or just call people at random and for over 4,000 minutes a month?!!

I went to this site to get an idea of the company as we are thinking of joining but this is ridiculous. Get a life or get a job.

Review
#732546 Review #732546 is a subjective opinion of poster.
Cons
  • Service
  • Decieveness
Reason of review
Poor customer service
Preferred solution
Stop false advertisement. Vonage must stop harassing people like me.

Vonage assigned a phone number to my account which I did not authorize and did not use

I had my cellular phone (415-309-9839) with Vonage for several years with a non-contract arrangement. Mid 2015 I reported that my phone had been either lost or stolen. Vonage assigned me a new number (414-319-0834) and closed the old number. I was told the existing account would remain the same since I would only be replacing the phone and number. Several months later I decided to close my Vonage account and subscribe to Comcast as my TV, internet, and home line are with them. I contacted Vonage and requested my cell line (415-319-03-84) be terminated. I was told this was done but I would need to pay my charges ($22.97) and a $70.00 early term charge. I was told this charge applies to my 415-259-4655 account. This was the first time I heard of this number. I dialed it to find it was assigned to a mail box number. I asked Vonage to verify activity for this number and was told it showed no usage for the past 3 months and they could not look further. I then received a bill for $22.97. Several hours later I received another bill for $72.07. I have been a loyal customer of Vonage for several years. I am a retired disabled individual living alone. I would have no reason to have 3 phone lines and feel I have been taken advantage of.
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Review
#728049 Review #728049 is a subjective opinion of poster.
Reason of review
Problems with payment

Vonage in Fort Lauderdale, Florida - I am going to the news

I called was to stop anonymous and private calls. next was for calls unable to hear clearly. previously I was told that they call me at home and was routed to my private phone I told them it was their mistakes. yesterday your company Vonage did the same thing in routing my home calls to my private phone. I never consented to it. Mr. Hadish supervisor in technical had the nerve to lie to me. this happen 10/20/15 end at 315pm . my home number is 954-391-7939. this Vonage is not good for honest people. Vonage taking my private phone when I am home. disrespectful and dishonest
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Review
#720931 Review #720931 is a subjective opinion of poster.
Reason of review
Bad quality

Vonage in Turlock, California - Fraudulent service promise to a 91 year old,

A less than scrupulous sales rep pressured my 91 year old father into buying a internet based system even though he repeatedly told them he did not have the internet at his residence. Now the company will not return phone calls or assist with returning their equipment and canceling the contract after only four days. Also they stated that they may take up to a year to return any refund that is owed him. At 91 that may be too long for him to wait. Won't be doing any business with this company no matter how bargain basement the price.
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1 comment
vonageert.us
#1051826

Hello,

As a company, we strive to deliver world class customer service. We apologize for any miscommunication or inconvenience in relation to your account.

We would like to assist in resolving this matter for you.

Please sent us a private message with some account information in order for us to proceed in resolving this matter for you.

Thank you,

Vonage ERT

Review
#720489 Review #720489 is a subjective opinion of poster.
Reason of review
Poor customer service

Vonage in Pomfret Center, Connecticut - Management never followed through...

1.0
Details
I called to cancel all my lines except 2 and it has been a horrible experience. The customer team was extremely rude to me when I wanted to see the possibility of a refund or prorated amount, when transferred to a superior he was also extremely rude and basically said that all they could do was credit my account (which I don't know if they did). It was escalated and when contacted by them they told me that the ticket said to cancel all lines (not true) and that someone from management will contact me...3 weeks later still waiting for management to call.
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2 comments
Anonymous
#1048629

Hello,

If you need further assistance in this matter please contact us at 1-Vonage-HELP. We will be glad to assist you in this matter and resolve this issue to your satisfaction.

Thank you again,

Vonage ERT

vonageert.us
#1046769

Hello,

As a company, we strive to deliver world class customer service. We apologize for any miscommunication or inconvenience in relation to your account.

This is the Executive Response team for Vonage. We would like to assist in resolving this matter for you.

Please sent us a private message with some account information in order for us to proceed in resolving this matter for you.

Thank you,

Vonage ERT

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Review
#714533 Review #714533 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$272
Preferred solution
Full refund

Vonage scammed us out of over $3,000

1.0
Details
We run a small business here in California and recently our bookkeeper inquired as to why a Vonage bill was being debited from our checking account. She assumed it was part of our AT&t bill. We thought it might be too, so we called Vonage. They said we had no account with them, no record of who we were, and no record of usage with their services. With further research, we found they have been debiting our account for $35 for the past 8 years without our consent! When we asked for a refund or explanation, they said there was nothing they could do about it! I must take responsibility for not finding this error sooner, but this is a completely unethical way to due business. They don't even have a record or account number assigned to me, yet they can debit my account every month? No monthly statement? That's because I'm not a customer. Even if they made an error, no representative was willing to make it right. A complete fraud. We have bank statements to back this up.
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Review
#706135 Review #706135 is a subjective opinion of poster.
Cons
  • Scammed us out of 3000
Reason of review
debited my bank account without my authorization for an account I don't have with them. Fraud
Loss
$3000
Preferred solution
Full refund

Vonage in New York, New York - RUDE ARROGANT REP - SAL CUSTOMER ID # 21274

Having been a valued customer with Vonage for over 6 years now, I reached out to the customer service department as I needed help on my account. The SUPERVISOR on the call SAL Customer ID # 21274 was rude, arrogant and OBNOXIOUS to say the least. Don't be in customer service if you don't want to help. Also, please keep your arrogance at home. Either provide Mr.Sal some training or spend your resources on better staff. Even though there are free services like VIBER and Whatsapp, I continued to be your loyal customer. Not any more!! I am sure many others will soon follow.
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Review
#703947 Review #703947 is a subjective opinion of poster.
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution