Original review: Aug. 19, 2020

From day 1, my account has been riddled w/ errors. The salesperson who set up my account told me he would set up a second location that would not be billed so I could move lines over as my company grew. Lo and behold, I was charged for BOTH locations the first month. I called in to have it corrected, and the woman said their system doesn't even allow accounts to be set up the way the salesman did it. I explained to her why he did it that way, per his explanation, and she said she'd listen to the recording of my call w/ him to verify.

2 WEEKS later, she calls back to tell me she couldn't locate a recording of our call. How about that?!? The billing issues persisted for so long that I'm still not sure my account has ever been properly reconciled, even to this day. The phones were supposed to arrive several days before my business opened, but didn't arrive until a week AFTER so I had to run my business w/ NO PHONES for the first whole week!! Meanwhile, the phone system never worked the way it was supposed to. Calls forwarded to the wrong extension, sometimes they only rang on the app or not at all, calls wouldn't transfer... the list goes on. Then, every time we called tech support to fix it, we had to call back to have their "fix", fixed! Ultimately, the phones NEVER worked as intended and no one seemed to be able to do anything about it.

I also tried to add a call recording on-demand service to ONE line and it never worked properly, so I bit the bullet and UPGRADED, mid-month, to the recording service that records all lines at all times. When I called to remove the on-demand service they had added FOUR to my account and told me I could not get a refund for any of them. Yet another for I had to throw bc Vonage insisted on taking money for a service they never provided. After 8 months of billing issues, phone problems and HOURS spent on the phone w/ them each week trying to resolve the problem dejour, I finally decided to eat the termination fee and cancel.

When I call and explain why I'm canceling, the rep offers to put me in touch w/ a "senior tech" to get my issues resolved. Never mind that tech issues were only one of the many that lead to my decision to cancel, but I'd already been around and around w/ tech support at all levels to no avail. I was not interested in spending another second messing w/ it. The rep then tells me the early termination fee is $6,000!!!! I reminded him I was canceling bc Vonage had not held up their own end of the deal and that I'd already been paying hundreds each month for services I effectively never received, and he responds, "I don't know what to tell you. That's what your contract says." I have contacted my attorney. This company lies about their service, keeps money for services not rendered, then tries to hold you hostage when you call them on it! STAY AWAY FROM VONAGE!!!