Dorothye Zun

Bad quality, worst customer service, hidden and wrong charges

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I advise people not go for vonage service. It is technically bad and worst customer service, overall horrible experience. If you want peace of mind then do not go for this company. Cheater, marketing gimmick is its value to lure and cheat customers, They give u 6 months promo and take you inside the rink and then close exit - you are at mercy of worst customer and technical service providers, if u exit then heavy penalty, wrongly charge - disconnect for entire month and charge for entire month, for cancellation you need to talk to person, if you call on Saturday to cancel then office closed and no online service of cancellation, so if you need to wait for Monday, which may be 1st day of month, if you cancel then they charge for full month! Cheater thy name is Vonage.
View full review
Loss:
$150
Cons:
  • Worst
  • Do not go for vonage
Reason of review:
horrible customer service, technical problems , bad policies
1 comment
Guest

Hello ,

This is the Executive Response team for Vonage. We are sorry to hear about your experience with our customer service.

We would like the opportunity to discuss this matter with you.

You can reach out to us on our Vonage Community in which one of our Executive Response team members will contact you directly in order to resolve your issue. Please visit our homepage:

https://support.vonage.com/residential_community

Thank you,

Vonage ERT

Elleigh Olo

Vonage - Customer Care Review

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This company is a joke , they have the WORSE customer service I've ever experienced . I asked to cancel service and I was aware of fees - the man was STILL going to charge me for the following month and told me 2 diffrent charges both over 80$ that I would have I tried to ask for clerity and the man was BLAH BLAH BLAH BLAH speaking I had to raise my voice screaming excuse me sir wait wait wait and he paused and as I'm trying to ask my question He continues to speak and I'm trying to ask how an I to be charged $120.00 AND $90.00????? And he just was incredibly Rude and talking over me I am not disrespecting another countries people as I'm not American either but the stereotype was proven correct today - these employees are fast talking , rude , hard to understand and after being on hold all that time ALL I WANTED WAS TO UNDERSTAND WHY THE FEES WERE DOUBLE AND I WAS HUNG UP ON WHEN I ASKED DOR A MANAGER..... so I will be charged 240.00 for ending service more then double the amount they state and no one can explain WHY nor can I get a *** manager on the phone They are thee worse place to do business with
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Reason of review:
Return, Exchange or Cancellation Policy
1 comment
Haille Kly

Hello ElenaJaquez,

This is the Executive Response team for Vonage. We are sorry to hear about your billing issue and customer service.

We will like the opportunity to work on this matter with you.

You can reach out to us on our Vonage Community in which one of our Executive Response team members will reach out to you directly in order to resolve your issue. Please visit our Vonage Community homepage: https://support.vonage.com/residential_community

Thank you,

Vonage ERT

Anonymous

Vonage Deal Review

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I have signed up for Vonage to get a 50 $ Visa giftcard. It is a scam. Yuri ou never get the card. They claim that there was no promotion going on when I signed up. Don't fall for it. It is a scam.
View full review
Reason of review:
Not as described/ advertised
Anonymous

Vonage - Phone Plan Review

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I was informed that Dubai calling was part of my plan when I signed up and unfortunately it wasn't and so I got billed for it. When I called the first time to get this issue resolved the lady told me that she would credit me for all my minutes up to date.

I haven't called Dubai ever since and still got billed again. So I called regarding that and the representative didn't do anything about that additional charge.

Very disappointed with this service by Vonage and very upsetting that Vonage has representatives going door to door lying to customers just to get them signed up so they could make their commission. NEVER WOULD THINK OF COMING BACK AND WILL DEFINITELY SPREAD THIS ISSUE ON THE WEB!

View full review
Reason of review:
Problems with payment
1 comment
Haille Kly

Hello ,

This is the Executive Response team for Vonage. We are sorry to hear about your experience with our customer service.

We will like the opportunity to discuss this matter with you.

You can reach out to us on our Contact the Board in which one of our Executive Response team members will reach out to you directly in order to resolve your issue. Please visit our homepage: https://www.vonage.com/corporate/corp_contact.php

Thank you,

Vonage ERT

Anonymous

Getting the customer by false advertisment

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I am the current Vonage customer, I signed up the Vonage with the rebate amazon $100 gift card. I have the email with tracking number and they never send me the card.

I contacted the customer service so many times and they obviously lied to me that I didn't sign up with the promo code. How can I get the tracking number for gift card then?? They treated the customers very unprofessionally and shamelessly lied. I feel so pissed that I was lied and stuck with one year agreement.

Please don't don't trust Vonage. They try to get the new customers with those false advertisements and once you signed up, they won't keep any of their promise. I won't recommend this phone service to any one. I am the current Vonage customer, I signed up the Vonage with the rebate amazon $100 gift card.

I have the email with tracking number and they never send me the card. I contacted the customer service so many times and they obviously lied to me that I didn't sign up with the promo code. How can I get the tracking number for gift card then?? They treated the customers very unprofessionally and shamelessly lied.

I feel so pissed that I was lied and stuck with one year agreement. Please don't don't trust Vonage.

They try to get the new customers with those false advertisements and once you signed up, they won't keep any of their promise. I won't recommend this phone service to any one.

View full review
Loss:
$100
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

4 comments
Guest

Same thing happened to me today, they will not send me the gift as promised in their promotion when I signed up! So frustrating.

Guest

The same thing happened to me.. I called Vonage and told them to either give me the gift card as promised or cancel my contract. They gave me billing credit for the full amount of the rebate...

Guest

The exact incident happened with me as well, I took the connection on 03 Jan 17 while $100 Visa card new year promotion was going on for Vonage new connection. When i contacted customer care in January they advised to check after the first monthly bill payment, I have been following up every month and today i received an email stating if i have any screenshots of the offer from January, Before this one customer service representative gave me a reason that i had an old account with Vonage , which i never had .

I totally believe Vonage is cheating customers, how can we be sure that our personal/financial information will not be compromised. i will look to cancel my service as the trust is broken .

Elizabeth Pvu

Buy a voip box from Obihai on Amazon and port your number to Google Voice. It has better features and costs nothing.Yes, it's free to make calls with Google Voice.

- It is only$40-$60 for the small piece of equipment on Amazon. Vonage is yesterday;Google Voice is today.

View more comments (3)
Cristela Oyd

HORRIFIC...DO NOT USE!!!

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Amazed at the deception .....! After a rough 3 mos moving, was reviewing my online banking just to have the cash to pay for a flat tire.....an emergency to my budget these days..! Amazed to note after being guaranteed by Vonage, all 3 auto withdrawal out of my account not authorized! 3 months back, in Sept, a planned move..long, costly, arduous task I requested Vonage "suspend service". Note that Vonage not only kept taking out of my Visa debit, but even upped amount to $18.97!!! (can get anywhere for this amount)! When I called customer service, cover themselves stating I added forwarding.. (same forwarding that on Oct 7th was told would just ring on my cell phone, as a "courtesy"). Beware of Vonage come ons! Their rates are not competitive, are deceptive, and guarantee you temporarily in suspense, NO CHARGE while forwarding your "home number" to your cell number. Consumers Beware and "forward THEM" to the U.S. Consumer complaints; what may seem a small amount ...adds up with their unauthorized use of your debit, and inconvenience of having to change, (they are impossible to deal with, to stop them from taking out of your account)! Better yet? DO NOT USE!!! HORRIFIC...their misuse of consumer's funds make them a bundle. Also ....Move quick if you want to take your tel # back. !!! BEWARE!
View full review
Loss:
$200
Cons:
  • All of the deception done
Reason of review:
total rip offs!

Preferred solution: Let the company propose a solution

2 comments
Guest

So,you are so amazed.....Try picking up some new vocabulary

skills and finding other substitute words,instead of lame ***

amazing.Borrrrring.

Haille Kly

Hello,

This is the Executive Response team for Vonage. We are sorry to hear about your experience with our customer service.

We will like the opportunity to discuss this matter with you and reach a resolution.

You can reach out to our Vonage community website with your account or phone number in which one of our specialists will reach out to you directly in order to resolve your issue. Please visit our homepage: https://community.vonage.com/pages/home

Thank you,

Vonage ERT

View more comments (1)
Nonnie Qiu

Vonage pulling money from two cards

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I recently noticed that my old account which was supposed to be disconnected hasn't disconnected and been deducting money for more than year and the new account has been charged all through these months for almost an year. which is 38*14=$532.00 When called the customer service to see why this hasn't been disconnected, and when checked there are two charges happening on the same billing address, they said they will disconnect them now but cannot help the previous months. When questioned, how can you charge two cards with the same billing address, one is an active service and the other as an inactive service, it was answer with a rude voice that both the accounts are active its not our problem if you don't use the service. The customer service is very rude and this company is after innocent people money who doesn't know how to do business and evolve with the growing technology.
View full review
Loss:
$532
Reason of review:
Poor customer service

Preferred solution: Full refund

Malynn Wdm
map-marker Cathedral City, California

Small Business Users BEWARE of Vonage

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Updated by user Nov 14, 2016

Some customers would come into our business and tell us they could not reach us. That our number was no longer in service and they thought we were out of business.

We would call our number using our Verizon cell phone and the called worked fine.

As it turned out, it was only AT&T cell phones that where told our number was out of service when they called us.

Vonage service said it was AT&T's fault for not routing the calls, and there was nothing they could do until AT&T resolved the problem. The problem when on unresolved for about a week before Vonage "released" our phone number and we could switch off of Vonage. We believe it has occurred intermittently for over a year as customers had complained before.

We were unaware at how vulnerable we were to Vonage service.

What a "flakey" service Vonage is getting away with. If you sign up with Vonage a Monster lurks in the background and damages your business

Original review Nov 13, 2016
Some customers would come into our business and tell us they could not reach us. That our number was no longer in service and they thought we were out of business. We would call our number using our Verizon cell phone and the called worked fine. As it turned out, it was only AT&T cell phones that where told our number was out of service when they called us. Vonage service said it was AT&T's fault for not routing the calls, and there was nothing they could do until AT&T resolved the problem. The problem when on unresolved for about a week before Vonage "released" our phone number and we could switch off of Vonage. We believe it has occurred intermittently for over a year as customers had complained before. We unaware at how vulnerable we were to Vonage service. What a "flakey" service Vonage is getting away with. If you sign up with Vonage a Monster lurks in the background and damages your business
View full review
Loss:
$10000
Cons:
  • Callers to my business told my line was out of service
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Benigno Xxi

Vonage steeling money from my account

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account is closed since 2010 and they still take money from my bank account and make it impossible to cancel to automatic debit I lost hours on the phone trying to fix this problem and nobody helps, is a company organized to steel money from customers and the government needs to take actions. account is closed since 2010 and they still take money from my bank account and make it impossible to cancel to automatic debit I lost hours on the phone trying to fix this problem and nobody helps, is a company organized to steel money from customers and the government needs to take actions. account is closed since 2010 and they still take money from my bank account and make it impossible to cancel to automatic debit I lost hours on the phone trying to fix this problem and nobody helps, is a company organized to steel money from customers and the government needs to take actions.
View full review
Loss:
$3000
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Anonymous
map-marker Rancho Cucamonga, California

Vonage Home Phone Service Review

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*** customer service and wont except all forms of payment
View full review
Reason of review:
Problems with payment
Anonymous

Long waiting times to speak to tech support

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I tried contacting Vonage Tech Support to have them fix an issue on their end and it took 45 minutes to be able to reach them. I tried contacting On Friday for same issue and gave up after waiting for half an hour. It seems they have very limited resources within their tech support deptt. They always have the same recordings that they are experiencing very high call volumes at this time. I think they should give more importance to Tech Support, atleast for their business customers. Their service has broken down few times as well in the last couple of months
View full review
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Los Angeles, California

Worst Customer Service Team/ Long wait

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I don't understand why I have to wait 48 minutes to reach a support representative when my business phones are down and I'm losing thousands of dollars every minute. What a disgrace. I am paying over $800 a month to Vonage and this is the micky mouse service that we receive in return. The current leadership at Vonage is what we call "penny wise pound foolish." They're trying to pocket every cent but refuse to put some of that back into their business so that customer's such as myself do not have to wait on the line for 50 minutes just to speak with an agent.
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Reason of review:
Damaged or defective
Anonymous
map-marker Atlanta, Georgia

Disappointed long time customer

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To Whom It May Concern; I have been with Vonage over 2 years because they have always been responsive and provided good service. So when I decided to add a new line to my house I naturally called Vonage. I am sorry to say I have been thoroughly disappointed in my recent transactions with Vonage. I have had to call 4 times trying to get a single line added. The 2nd time I called I was on the phone for over 2 hours and when the call was completed I still I didn’t have a functioning 2nd line. I called initially and asked for the 2nd line, specifically requested a separate modem, separate number and separate account. It was during the 2nd call that I discovered that these specifications had not been carried out. Both lines were under the same account. All the trouble started when I requested that the new number be removed and given its own account. I talked to 4 people and accomplished nothing. The first rep I talked to practically refused to allow me to speak with his supervisor. I believe I would have been more successful calling the White House and asking to speak to President Obama. When I did get his supervisor on the phone we conclude our business in about 7 to 10 minutes. The next rep I spoke with was Stephanie. Stephanie was knowledgeable, professional and efficient. However the last rep I spoke with is in dire need of retraining. She finally informed me that I should call back the next day, merely give a rep my PIN and they would add my MAC ID to my new account and my phone would be activated. Well I called the next morning and I gave the rep my PIN number and I recited my MAC ID for her. I also explained I was in a hurry because I was on my out the door to an appointment. She informed me the MAC ID I provided was invalid because it was assigned to my primary account. Now I am truly frustrated. She wanted me to wait on hold while she checked with her Supervisor as to what she should do. I reminded her I didn’t have time for that. So I had to forego my plans for later that day because I still did not have an active 2nd line. To add insult to injury one of the reps shipped another modem to me. That will require me to go to the Post Office to return the unneeded modem. I will call Vonage again tomorrow. Hopefully I will get a fully trained rep that can finally get my accounts straightened out. Frustrated long time customer, Trudye Nesbit 678-732-****
View full review
Cons:
  • Customer service
Reason of review:
Poor customer service
1 comment
Haille Kly

Hello Trudye Nesbit,

This is the Executive Response team for Vonage. We are sorry to hear about your experience with our customer service.

We will like the opportunity to discuss this matter with you.

You can reach out to us on our Vonage community website in which one of our specialists will reach out to you directly in order to resolve your issue. Please visit our homepage: https://community.vonage.com/pages/home

Thank you,

Vonage ERT

Anonymous
map-marker Saint Petersburg, Florida

Vonage really sucks

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I speechless with my experience with vonage customer service and vonage service in general.

Besides employing half retarded customer service in Mumbai who don't have understanding of US realities, the system often crashes with callers getting error recordings eg. subscriber you have diled is not in service ...

Really? then you try to reach customer service and system puts you on 25 minutes waiting after which you get so dicusted that you hang up.........on occasion you are able to make trough to customer service with heavy south indian English accent who keep asking you about particulars of your f%$#@$% account like you were hanging on the phone for half an hour to have *** conversation with them......WTF vonage is combination of corporate greed and retarded labor force in third world country and we are paying for it, but NO MORE

View full review
Loss:
$10000
Reason of review:
Poor customer service

Preferred solution: get real customer service

1 comment
Haille Kly

Hello,

This is the Executive Response team for Vonage. We are sorry to hear about your experience with our customer service.

We will like the opportunity to discuss this matter with you.

You can reach out to us on our Vonage community website in which one of our specialists will reach out to you directly in order to resolve your issue. Please visit our homepage: https://community.vonage.com/pages/home

Thank you,

Vonage ERT

Anonymous
map-marker Bangor, Maine

Customer Service is THE WORST

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Try cancelling your account. Good Luck !!

The call center is in India. I've been on hold for over 30 minutes now. I did get a technician, and despite me telling the auto caller I wanted a cancel, he could not help me and transferred to Accounts with a 10 minute call wait he said. 30+ minutes later..................

Oh, and they don't let you cancel via website. It MUST be by using the phone call to India. Total BS !!! This has got to be one of the biggest scams I have ever seen.

Stay away from Vonage.

There are better places to spend your dollars. Sucks

View full review
Loss:
$20
Reason of review:
Poor customer service
1 comment
Guest

on hold now for 17 minutes trying to cancel

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