Complaints

This profile includes complaints for Fusion Connect, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fusion Connect, Inc.

  210 Interstate North Pkwy SE Ste 200 Sandy Springs, GA 30339-2232

  
• 

  Fusion Connect Inc.

  420 Lexington Ave Rm 1718 New York, NY 10170

• 

  Fusion Connect

  23250 Chagrin Blvd Suite 250 Beachwood, OH 44122

• 

  Fusion Connect, Inc.

  210 Interstate North Pkwy Ste 300 Atlanta, GA 30339

  
• 

  Fusion Connect, Inc.

  320 Interstate N. Circle SE #300 Atlanta, GA 30339

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted Fusion in March of 2023 to disconnect our service and received an email March 10, 2023 that Fusion had received our request to disconnect all services. Our official disconnect date was April 10, 2023 however, Fusion still charged us for long distance calls up until September 2023. We were charged an early termination fee in which we do not agree with. In 2018, we signed a 3 year contract with Birch for telephone services. When Fusion bought out Birch, they never sent us any documention or a copy of a contract that they said we were apart of. Nor did we receive any documentation that states they carry continuous contracts. We began to have telephone service issues in the later months of 2022. And after several months in trying to reconcile these issues, we continued to have major disruptions to our business's telephone services, which we rely on for normal business day practices. We submitted numerous tickets with Fusion in regards to the disruption in service but they were never fully reconciled. Some of the tickets were closed with out any notice. For months we had issues with calls dropping in the middle of a call and our customers could not dial in, nor could we dial out. After numerous attempts with Fusion to correct this disruption to our service, we finally had no other choice but to terminate and look for service elsewhere. Fusion charged us an early termination fee of $1,307.36 which included charges after our April 10, 2023 disconnection date. We tried to contact Fusion by phone, email and letter to dispute these charges, however we never received communication back. The next thing we knew, we had been sent to collections. We discussed our case with the collections rep on 1/5/24 and sent all of our documentation. She was supposed to get with Fusion to review the documentation and get back with us but we never heard anything else. We have now received a letter from a law firm attempting to collect the debt. In which we 100% do not agree with.

  

  Business Response

  Date: 03/06/2024

  Fusion Cloud Services, LLC (Fusion) responds to a complaint submitted by the ******* **************************** (Complainant).  Complainants principal complaint is that Fusion is charging an early termination fee and service charges of $1,307.36  well past the April 10, 2023 service disconnection date that Complainant believes was established. Fusion disputes Complainants allegations and maintains that Complainant was fully informed of applicable charges and the account termination date, did not pursue a billing dispute, and remains liable for the charges.
  
  ******************** agreement extended through July 20 2023.On February 3, 2023 Complainant contacted Fusion to inquire about applicable early termination fees, were Complainant to cancel service the following month in March 2023.  On February 14, 2023 Fusion responded to Complainants inquiry and provided an estimated early termination fee.  On March 10,2023, nearly four months prior to the service agreement termination date, Complainant contacted Fusion to cancel service.  Fusion confirmed Complainant's cancellation, and advised Complainant of the 45-day cancellation period and applicable early termination fee.  Account charges ended on April 22, 2023 when service was disconnected, just prior to the quoted 45-day service termination quoted to Complainant.  Complainants May 20, 2023 invoice, attached,reflected prorated billing back through April 23 2023. 
  
  Complainant disagrees with being charged an early termination fee, despite having been fully informed of the applicability of the fee when inquiring in early February 2023 and when cancelling service in March 2023.  Complainants professed lack of knowledge regarding the continuation of ******************** agreement, belied by Complainants apparent awareness of the existence of a service agreement when inquiring about early termination fees, does not absolve Complainant of the accounts responsibilities under the service agreement including payment of early termination fees.
  
  Complainant maintains that Fusion was contacted by phone and email to dispute the charges.  Complainant then alleges that the pending charges became subject to collections action without notice.  Complainants final payment to Fusion was on April 17, 2023.  Fusion has no record of Complainants contacting Fusion, let alone initiating a billing dispute with Fusion after that date.  Further, on October 3, 2023, Fusion attempted to contact Complainant telephonically regarding payment of the outstanding account balance.  In the absence of Complaints response, Fusion initiated collection action.
  
  Fusions early termination fee and service charges through the account termination date on April 22, 2023 remain valid, despite Complainants disagreement with those charges.  

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21354971
  
  I am rejecting this response because:

  Our complaint with your company is not that we feel we do not owe an early termination fee. Our complaint is that we have had numerous occasions where we had no phone service and our customers were coming into the office and complaining that they could not get through. Each time we tried to contact you with no help from your customer service department. We are paying you for service and not getting it. We delt with this month after month so being forced at Fusions hand, we had no other option but to find someone who could provide us service in order for us to continue to provide customer support to our members. So if anyone has broken a contract it was Fusion for not providing us with the service that we were paying for.
  On February 3, 2023,we did not contact Fusion to ask about applicable early termination fees, we contacted Fusion about the process of terminating our service and at that time we were made aware of a contract that Fusion said we were under, which we have never seen even after asking for it numerous times. The last time we had a contract was through Birch Communications and that contract was to end in 2021. It was not until Feb 2023 when we called Fusion about cancelling our service due to the constant disruption of our phone service, that we were made aware of a contract. We had absolutely no ******* until that point that Fusion was holding us to a contract that was never signed, supplied or made aware of. The only reason we cancelled our service, prior to the July 20, 23 date was because we could no longer continue to have disruption to our telephone service. Fusion was charging us almost $600 every single month and we were constantly dropping calls and our customers were unable to reach us. That is the only reason we terminated our contract early.
  We are disputing the early termination fees because Fusion was never able to resolve the many technical support tickets that were open due to our telephone service issues.
  
  Sincerely,
  
  Douglas County Farm Bureau

  

  Business Response

  Date: 03/15/2024

  Fusion Cloud Services, LLC (Fusion) responds to the Douglas **************************** agencys (Complainant) rebuttal in the above-referenced matter.
  
  Complainant acknowledges that its issue is not with Fusions service agreement early termination fee, but then goes on to again dispute the early termination fee.   Complainants rebuttal seeks to justify early termination on the basis of being unaware that the account was under a service agreement and due to constant [service] disruption.
  
  Complainants lower recurring fees were predicated on the existence of the agreement. Complainants expressed ignorance of the agreements existence does not void the service agreement, which was in effect at the time of Complainants cancellation.   
  
  Complainants maintaining that the account was subject to constant disruption, also does not justify excusal from Complainants legal contractual obligations. Fusion acknowledges a total of 15 trouble tickets initiated between September 29, 2022 and February 6, 2023 for differing reasons.  In all but five instances,the issues were resolved on the same day and in only one instance, was service completely disrupted and subsequently repaired.  And as stated in Fusions original response, at no time did Complainant pursue a billing dispute, but rather simply cancelled service prior to the expiration of the service agreements term. 
  
  Complainants rebuttal simply reiterates Complainants original complaint. Complainants service agreement expired on July 20, 2023.  Complainant cancelled the service agreement on March 10, 2023, four and a half months prior to the termination date.  Per Fusions applicable Basic Terms and Conditions, Complainant is clearly subject to early termination fees as communicated to Complainant at the time, and stated in Fusions original response.  

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21354971
  
  I am rejecting this response because:

  We have still not been able to see a contract with Fusion that states the terms of a continuous contract. We called and spoke with a Fusion rep who said they could only produce a contract from two services ago before they were bought out which was *******. She stated she would have to go searching for the Birch contract and didn't really mention sending a Fusion contract which is what we are looking for. We have a copy of our Birch contract which states a 3 year term that was up in 2021.

  
  Sincerely,
  
  Douglas County Farm Bureau

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fusion initiated a network migration last spring. Our telecommunications services from Fusion became immediately unreliable. We finally changed providers after weeks of tech support issues and Fusion tech support telling us it was a problem on our end. We even hired tech support staff on our side to determine the issue which was a Fusion issue after all.I have documented evidence of all this in emails to and from Fusion Tech Support and Fusion Customer Service.We notified ********************** timely that we were changing providers and why. Fusion continued billing us for services we were no longer using. I have disputed our bill twice without result. I sent a letter to the Fusion CEO, ***********************, last December and never heard back.Our company always pays for services rendered. We are asking Fusion to remove all charges from our account after the date we notified them that we were changing providers.I am available to discuss this with Fusion.

  

  Business Response

  Date: 03/01/2024

  Fusion Cloud Services, LLC (Fusion) responds to the complaint submitted by ************************* on behalf of  ***************** (Complainant) in the above referenced complaint.  Fusion agrees to waive all fees in light of the unfortunate circumstances that Complainant has experienced and regrets the inconvenience caused to Complainant.

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted Fusion to discontinue phone and internet services with them completely effective March 31, 2023 and are still receiving bills from them. We are also still being actively charged for services that were cancelled and the additional finance charges. We were told that it will take 45 days to complete the termination and any billing after March 31, 2023 will be credit back to us after 45 days... On May 19, 2023 we called Fusion Connect CS to dispute the charges, ticket # ******, and was told once again we are not responsible for any charges after March 31, 2023 and we will receive the credit back, and do not need to pay $2595.38 stated on the April 30, 2023 invoice. On October 17, 2023 we called and had another ticket # ****** open to request for the retro credit but still no response. On November 21, 2023 we called and had another ticket # ****** open to check on the status of our account but still no response. We are requesting that any outstanding amount Fusion shows as "owed" after the March 31, 2023 cancellation be adjusted/credited to our account, to reflect a zero balance. Supporting documents are attached.

  

  Business Response

  Date: 02/21/2024

  Complainants maintains that Fusion has continued assessing charges on Complainants account despite having terminated service on March 31, 2023.  Complainants dispute is predicated on Complainants apparent belief that all account ******************** had been terminated on March 31, 2023.  Such is not the case.
  
  Fusion acknowledges that Complainant contacted Fusion on March 31, 2023 to disconnect the accounts **************** and outgoing telephone lines. Complainants cancellation request did not, however, include cancellation of a toll-free number that remained in service until Complainants representative cancelled this service on October 17, 2023.
  
  Fusion acknowledges that it mistakenly continued billing Complainants account past the quoted 45 day disconnection period for those services that Complainant terminated.  Fusion subsequently applied service credits for disconnected services to Complainants account retroactive to May 16, 2023 the date of service termination as quoted to Complainant - following the requested service termination, as reflected on Complainants July 1, 2023 invoice, attached.  
  
  Contrary to Complainants assertion that Fusion did not respond to Complainants October 17, 2023 billing dispute, on November 22, 2023, Fusion responded as follows:
  
  I have reviewed the billing dispute ticket number ****** submitted on 10/17/2023 requesting credit for the recurring charges after your disconnect request on 03/31/2023. After further review, I show the disconnect submitted on 03/31/2023 had a 45-day interval to complete.All services were credited back to 05/16/2023 except the toll-free number ************. This was recently disconnected and credited to 10/17/2023. I have applied a credit of $70.74 for recurring charges including taxes on the toll-free number from 05/16/2023 to 10/17/2023. I have also applied a credit for the recent finance fee of $39.21 that billed while the dispute was in review. The final balance due is $2,581.85 on 11/30/2023.
  
  Current charges on Complainants account pertain to the toll-free service that Fusion continued to provide as was confirmed to Complainant in Fusions November 22,2023 billing dispute response through the  October 17, 2023 toll free service termination date and associated late payment fees, for which Complainant remains liable.

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21272218
  
  I am rejecting this response because: Our contract with Fusion ended on 2/18/2023. We have contacted Fusion Customer Account Manager ******************************* in regard to termination and confirmed in writing on 1/30/2023 that our account will stop billing after we cancel the internet and phone service, however, account continues to be billed between 4/1/2023 to 5/15/2023. We are disputing the billing for the time it took Fusion to complete the disconnection. No where in writing or notice from Fusion that we are still responsible for the phone and internet service during 4/1/2023 to 5/15/2023. Fusion only credit us the phone and internet charges between 5/16/2023 to 6/30/2023. 

  Sincerely,
  
  Shin-*****************

  

  Business Response

  Date: 02/27/2024

  Fusion Cloud Services, LLC (Fusion) responds to a rebuttal to Fusions February 21, 2024 response to a complaint submitted by **************** (Shin-*****************) (Complainant) in the above referenced matter.
  
  Complainants rebuttal appears to maintain that Fusion should further credit charges between April 1 and May 15, 2023 on the basis that charges should have ceased immediately upon Complainants cancellation notice, and that Fusion does not provide notice that the Company was responsible for charges during that time.
  
  Complainants rebuttal does not acknowledge that a cancellation notice was given to Fusion on March 31, 2023, as confirmed in Complainants H.R. Department October 13, 2023 email confirming that services had indeed been cancelled on March 31, 2023:
  
  From: HR <**********************>
  Sent: Friday, October 13, 2023 12:32 PM
  To: **************** <******************************************>;******************************** <**********************************************************>
  Cc: Collections <**************************************>
  Subject: RE: Dispute regard of Account # ****** Cancel on 3/31/2023 // Case order # ******-1
  
  Dear ****,
  
                 No, we have not.
                 Yesterday, we called to your company then they transfer us to ***** from disconnect account team.  
                   I have explained to her, we did the cancellation in 3/31/2023.

  
  Then she created the case order #******-1 for us.
  Please help with the billing dispute.
  
  Best Regards,
  *****************
  Human Resource Department
  
  
  Contrary to Complainants apparent belief, service remains in effect and subject to charges during a 45-day service Termination Notice Period that began on March 31, 2023 when Complainant cancelled service through May 15, 2023.  Th e45-day service Termination Notice Period is set forth in Article 2 to Fusions Basic Terms and Conditions, ************************************************************************************************************************ which ******************** had been subject.  Complainant remains liable for charges between April 1 and May 15, 2023, accordingly.

  
  

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21272218
  
  I am rejecting this response because: Attached email from ************************* ***************** Specialist confirms that there is no termination fee however this 45-days service termination notice is clearly a termination fee not disclosed to us.

   

  Attached email from ******************************* / Customer Account Manger confirms that our internet & phone account that we wish to cancel will stop billing after cancellation but clearly not the case Fusion continues to bill us for the 45 days follow the termination date.

  
  
  Sincerely,
  
  Shin-*****************

  

  Business Response

  Date: 04/16/2024

  Fusion Cloud Services, LLC (Fusion) responds to a second rebuttal submitted by Unicargo Express (Shin-*****************) (Complainant) regarding Fusions February 27,2024 response to Complainants first rebuttal in the above referenced matter.  
  
  Fusions response to Complainants initial complaint concluded that, Current charges on Complainants account pertain to the toll-free service that Fusion continued to provide as was confirmed to Complainant in Fusions November 22, 2023 billing dispute response through the  October 17, 2023 toll free service termination date and associated late payment fees, for which Complainant remains liable. 
  
  Complainants first rebuttal did not dispute the toll-free service charges, but rather challenged charges applicable between April 1 and May 15, 2023 for service that Complainant cancelled, on the basis that charges should have ceased immediately upon Complainants cancellation notice of those services, and that Fusion had not provided notice that the Company was responsible for charges during that time. Fusion responded that those services that Complainant had terminated remained functional and subject to charges during a 45-day service Termination Notice Period that began on March 31, 2023, when Complainant cancelled service,through May 15, 2023 when those services were functionally terminated, in accordance with Article 2  to Fusions Basic Terms and Conditions, ********************************************************************************************************************* .
  
  Complainants second rebuttal now attempts to inaccurately characterize Fusions service charges for the 45-day period between March 31, 2023 and May 15, 2023 as termination fees, citing to an email from Fusions **************** Specialist included in Complainants second rebuttal.  The cited Fusion email states, This is to confirm that your contract for account ****** will end on Feb 18, 2023 and your contract will be on month to month after the contract end date. You will still have services with fusion [sic.] until you requested for the services to be disconnected and will not be billed disconnection fees.   According to Fusions account notes, the email was sent in response to Complainants February 14, 2023 inquiry. Yet it was not until March 31, 2023 that Complainant cancelled service subject to the 45-day termination period and applicable charges, as Complainant was informed.  Ultimately, Complainant cancelled services completely and did not elect to retain service on a month-to-month basis.
  
  The emails that Complainant relies upon to again challenge service charges during the 45-day service termination period in effort to characterize those charges as a termination fee do not support Complainants allegations. Fusion reiterates that the charges for service provided during the 45-day termination period between April 1 and May 15, 2023 are service charges not a termination fee and are valid per Fusions Basic Terms and Conditions, as cited in Fusions first rebuttal response.

• Initial Complaint

  Date:02/07/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We transferred service from ***** Service 11/22/2021 to ***************. The existing Agreement was set to expire on Mar 2023 and did We were told we would be month to month unless otherwise terminated.We terminated the service in December 2023. We were provided final billing with a termination fee, based on there website T&C present now (that state the agreement auto renews for one year. We did not agree to this other than signing the transfer, which had no mention of this agreement. No documentation of this was provided by Fusion.In trying to resolve the dispute, they said we could not cancel the auto renewal unless it was done in a window 90 days before the term ended. We provided this notice at time of transfer. We should be able to opt out of auto renews. They said this was not allowed. The person making this claim was *********************. The company did not provide these details to *************** at the time of renewal and were only informed of this situation when disputing the final billing.

  

  Business Response

  Date: 02/08/2024

  Fusion Telecom of ***** *** LLP customer

  Ice A/C#******

   

  Auto renewal

  ETF

   

   

   

   

  We transferred service from ***** Service 11/22/2021 to ***************. The existing Agreement was set to expire on Mar 2023 and did We were told we would be month to month unless otherwise terminated. We terminated the service in December 2023. We were provided final billing with a termination fee, based on there website T&C present now (that state the agreement auto renews for one year. We did not agree to this other than signing the transfer, which had no mention of this agreement. No documentation of this was provided by Fusion. In trying to resolve the dispute, they said we could not cancel the auto renewal unless it was done in a window 90 days before the term ended. We provided this notice at time of transfer. We should be able to opt out of auto renews. They said this was not allowed. The person making this claim was *********************. The company did not provide these details to *************** at the time of renewal and were only informed of this situation when disputing the final billing.
  
  

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21260404
  
  I am rejecting this response because:   They did not respond to the complaint. 

  Only responded with:  "Auto-Renew?" ETF  No additional details regarding the complaint.
  

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/19/2024

  Fusion Cloud Services, LLC (Fusion) responds to the Complaint submitted by *************************** on behalf of *************** **** (Complainant) in the above-referenced matter.  Complainant maintains that the account should not be subject to an early termination fee on the basis that Fusion did not inform Complainant of the automatic renewal provisions contained ******************** agreement,that Complainant did not agree to the automatic renewal provisions when transferring service to the current company in November 2021, and that Complainant should be allowed to opt out of auto renewals.  
  
  Service agreements are designed to allow subscribers to benefit from more cost effective rates in return for a term commitment, subject to Fusions basic terms and conditions.  Such basic terms and conditions include an automatic renewal provisions, as set forth in Article 2, Service Order Term and Pricing of Fusions basic terms and conditions, attached.
  
  Complainants transfer of the Fusion service agreement from one entity to another did not absolve Complainant from the applicable terms and conditions, including the automatic renewal period to which Complainant had originally agreed as a condition for term service.  Fusions basic terms and conditions,including early termination and continuation of service on a month-to-month basis remained in effect following the transfer.   
  
  Complainant is correct that subscribers should be allowed to opt out of automatic renewals.  Yet as explicitly stated in Fusions basic terms and conditions, opting out of the automatic renewal period must be requested in writing at least 45 days prior to the expiration date of the current term.  This provision is necessary to enable Fusion to internally coordinate operations and billing to accommodate a month-to-month service option.   That Complainant was unaware of the continuing applicability of Fusions basic terms and conditions and/or did not otherwise act in accordance with the stated service agreement termination provisions, does not somehow render Fusions basic terms and conditions moot.
  
  On February 6, 2024, Fusion directly responded to Complainants related billing dispute, in which Fusion explained the applicability of Fusions basic terms and conditions termination provisions to Complainant.  Fusions assessed fees are valid in accordance with the basic terms and conditions to which Complainant agreed in the initial service agreement.

  It is unclear what communications Complainant addressed in his February 9, 2024 "rejection" as Fusion had not yet submitted its response to this Complaint.

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21260404
  
  I am rejecting this response because.  Per basic terms and condition we were allowed to opt out of any auto renewal which was done at time of transfer.  Before the contract we assumed ended.  This was more than 45 days before the end of service.  Plain language of the texts as noted, "At Least", not a window starting before the end of the service agreement (as described by their manager, *****).  As such we should have been month to month as explained during the transfer.  We honored all other terms of the agreement till expiry and final termination.  As such, Fusion owes us a credit of $114.35 (refund) based on the final billing.  Please note the Fusion service was 2x the cost of our other provider both at the time of transfer and present.  They were not offering us any deals based on so called contract or auto renewal.  Nor did any agent of theirs mention such special rates, the only document we signed was the transfer of services, from the agent, and we noted at that time, we were not renewing service with them.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/02/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am terminating service with Fusion Connect as the Business Manager of ********************************* Foundation. They are claiming that we are under a contract that automatically renews every August and I was not aware that there was a contract in place. I have been with the organization for 6 years and I have never received a notice that the contract was going to renew. I was under the impression that no contract existed. They claim that the original contract was put in place in 2012 and it was done by voice over the phone. Nothing in writing and no notice given each year that the contract was "automatically" renewing. I dispute the $800 early termination fee they are trying to charge for early termination.

  

  Business Response

  Date: 02/20/2024

  Fusion Cloud Services, LLC (Fusion) responds to a complaint submitted on behalf of the ********************************* Foundation (Complainant) in the above-referenced matter.  Subscribers who obtain service under Fusion service agreements,including Complainant,  are subject to Fusions Basic Terms and Conditions. Fusions Basic Terms and Conditions contain specific provisions governing service premature service agreement termination and automatic annual agreement renewal provisions.  These provisions apply unless the service agreement and/or automatic renewal provision are terminated within the established service agreement termination notice period.
  
  Complainant has been a long standing subscriber, as noted in the complaint. Complainants original service provider has long since been integrated into Fusion.    Although Fusion is *********** early termination fee assessments on subscribers who terminate service outside of the termination notice period under Fusions Basic Terms and Conditions, in this instance Fusion agrees to waive its early termination fee for Complainant upon discovering that evidence of Complainants original service agreement approval are unavailable as of the time of this response. 

  Customer Answer

  Date: 02/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/28/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted Fusion to discontinue services with them completely effective August 22, 2023 and are still receiving bills from them. We are also still being actively charged for services that were cancelled and equipment that was supposedly never returned. All equipment that was requested has been returned, and I have had a ticket open with their "bill dispute" department since September 20, 2023 to credit our account for the billing that *********************** (Fusion Account Manager) stated we should not have been charged based on the confirmed disconnect date with Fusion. At this point we have still not received the credit requested by our Fusion Account Manager, ******. The last bill we paid was to cover August 2023 charges, in the amount of $1,153.94 which was issued on 07/26/2023 for INV# *******. This payment cleared our account on 08/02/2023. We are requesting that any outstanding amount Fusion shows as "owed" after the 08/22/2023 cancellation be adjusted/credited to our account, to reflect a zero balance. Supporting documents of cancellation, returns, and check cashing are attached.

  

  Business Response

  Date: 12/14/2023

  Fusion Cloud Services, LLC (Fusion) responds to a complaint submitted by *************************************** on behalf ******************* *********** (Complainant) in the above referenced matter.  Fusion is crediting Complainant for service and related service charges following account termination in September. 
  
  As Complainant states, Complainants account termination request was submitted to Fusion on August 22, 2023.  At that time, Fusion informed Complainant that it would take between 30 and 45 days to terminate the account.  The account was terminated in September. Upon review of Complainants account, ********************** discovered that although service had been terminated in September, Fusion erroneously continued to assess service charges in October and November.   Fusion has reversed those charges. Further, Fusion confirms that Complainant returned equipment and issued a credit associated with the equipment return.    Fusion also confirms receipt of Complainants August payment of $1,153.94, which was applied to amounts due at the time.   All remaining charges and credits are expected to appear on Complainants December invoice.  Fusion apologizes to Complainant for any inconvenience and appreciates Complainants bringing this matter to Fusions attention.

  Customer Answer

  Date: 12/14/2023

  Complainant was not informed of the ***** day processing time until 11/06/2023 (7 weeks into original ticket with Fusion being opened) - the only thing we were told when cancelling with ****** over the phone on 8/22/2023 @ 1:48pm was that there would be no early termination fee's per our contract and the cancellation would be effective that day, we were given the reference# ****** for that call.  Our Fusion Account Manager, *****************************, also advised that we would not be billed past August 22, 2023.  Complainant would like a confirmation of the balance of final charges that will be due per Fusion prior to our agreement of resolution.

  

  Business Response

  Date: 12/22/2023

  Per Complainants request, confirmation  of all corrected Fusion Cloud Services, LLC charges and credits will appear on Complainants December invoice to be issued prior to the New Year.

  Customer Answer

  Date: 12/26/2023

  Complainant is not comfortable agreeing to an open, blanket statement of "charges and credits will appear on bill".  We would like to know the dollar amount of final charges we will be left with after not being informed of charges being assessed after closure of account on August 22, 2023

  

  Business Response

  Date: 01/05/2024

  Fusion Cloud Services, LLC attaches Complainants current January 2, **** invoice reflecting all credits applied retroactively to September 22, 2023, the date on which services were terminated, and a final outstanding balance of $572.28.  

  Customer Answer

  Date: 01/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:11/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fusion took over MegaPath as a business a few years ago. There have been illegal practices ever since. They did not provide the proper notification required by law for a renewal of the contract. They said they emailed it out. They did not. Told us we were locked into another 3 year contract. We were not. Finally a supervisor 2 years later tells us there isn't a notice that goes out. you just need to call in to cancel. We have tried to cancel multiple times over the years. Told lies. Finally got cancellation email confirmation and they continued to bill us. They said they will wave early termination. They now say they won't and that the contract is valid. It's round and round. We cancelled in July and can't get a final statement. They also have tried to charge additonal fees when the service isn't being used. Our biz got a new phone number and haven' used them for years due to these issues. Every time its someone else that writes back who hasn't even addressed the email with the list of open items and tickets. It's round and round with no resolution. We have had to block them as a merchant on the credit card since they continue to bill. I have several email chains that I can forward. I want to be refunded for the past 2 years of service and the account closed with a final reconciliation showing we owe nothing else to this business.

  

  Business Response

  Date: 11/22/2023

  Fusion Cloud Services, LLC (Fusion) responds to the above referenced Living Life Science Solutions (Complainant) complaint.  In accordance with Complainants request, Fusion has waived its termination fee and is issuing a refund to Complainant.  Fusion disputes Complainants allegations that Fusion engages in illegal practices or otherwise has intentionally misrepresented account status.   Fusions automatic account renewal provisions are clearly established in its basic service terms and conditions.  Fusion does not, nor is it required to, send agreement renewal notifications, contrary to Complainants assertion that such notice is required under uncited statute. Fusion apologizes to Complainant for any unintentional misinformation that *** have been conveyed by inexperienced representatives and is ensuring that its training underscores service agreement provisions, including agreement termination.  Complainants characterization of intentional misrepresentation is, however, entirely misplaced.   A refund check in the amount of $283.71 is being sent to Complainants address of record.

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20862772
  
  I am rejecting this response because: Fusion maintained for 2 years that we were in a contract and that they served us notice and they refused our multiple requests to terminate services.  There are countless records of calls to multiple departments, multiple emails and they asserted consistently that we were not compliant in responding to an email that no one sent out (as Fusion finally admitted to 2 years later).  As such, we should have been able to cancel YEARS AGO.  Additionally, we finally cancelled services successfully so we thought in July,  We have asked for a refund of previous fees charged on our account that has had a phone number parked but was not used.  No one has addressed this situation despite multiple times and levels of correspondence.  We were continually charges fees beyond the July cancellation period.  We have asked for a final account reconcilation and have not yet received it.  It's now November.  They tell us that there is no early termination fee, then they send an email that they are charging it, then we are told they won't charge it.  This is all in email correspondence but not on statements.  We want a reconcilation fully from the time of the account.

  We have requested:

  1. Documentation that there is a zero balance on the account.  Account reconciliation.  Document the credits on the account.  Not through email where several people are changing their minds over email.  So many new people are getting involved and they don't even read the history and they fail to address all of the issues that have been laid out very clearly,  

  2. Refund the overages from the last 2 years - the phone number was parked.

  3.  Refund the fees for the parked number - you now admit that we could have cancelled when requested.  You can't say this is a training issue when it was every single person we spoke with and emailed.  
  
  Sincerely,
  
  Eneetra Livings

  

  Business Response

  Date: 12/13/2023

  Fusion Cloud Services, LLC (Fusion)responds to Living Life Science Solutions (Complainant) November 27, 2023 Rebuttal to Fusions November 22, 2023 response to Complainants initial complaint.
  
  Fusion refusal to terminate services.   Complainant alleges that Fusion refused our multiple requests to terminate services.  Fusion does not under any circumstances refuse subscriber requests to terminate service.  On July 19, 2023, Complainant provided written notice of account termination in accordance with Fusions Basic Terms and Conditions, as was confirmed by Fusion, evidenced by email correspondence Complainant provided in the Complaint.
  
  In alleging that Fusion has refused to terminate service, Complainant first maintained that the account was not subject to a contract.  Complainant then maintained that Fusion was under an obligation to notify Complainant of the service agreement renewal in Complainants implied recognition of the accounts service agreement. Complainant signed a three-year service agreement on March 6, 2018, subject to automatic renewal provisions. As noted in Fusions initial response, Fusion is not under an obligation to inform subscribers of automatic service agreement renewal.  To the extent that a customer is served under a term service agreement, the subscriber is subject to early termination fees pursuant to Section 4.2 of Fusions Basic Terms and Conditions.  Article 2,Service Order Term and Pricing, of Fusions Basic Terms and Conditions,establishes that written notice of termination at least forty-five (45) days prior to the expiration of the then current term is required to terminate service.   Complainant maintains that the account tried to cancel [service] several times back in 2020, 2021, 2022  (October 28, 2023 email to Fusion).  But by Complainants own actions, Complainant did not provide formal written account termination notice until July 19, 2023. Otherwise the account would have been terminated following formal account termination under Fusions Basic Terms and Conditions, as Complainant seemingly subsequently acknowledges. Nevertheless, Fusion has waived the applicable service agreement early termination fee on the account.
  
  Refund of Charges following service cancellation. Complainant next seeks a refund for all charges following Complainants July 2023 service cancellation.  On November 9, 2023, Fusion sent an email to Complainant addressing service credits that had been applied to the account.  *********************** November 20, 2023 invoice to Complainant, attached, reflected all credits that have been provided to complainant.  A copy of the invoice was sent to Complainant directly on December 11, 2023.
  
  Complainants Requested Relief. 
  
  Documentation that there is a zero balance on the account.   Fusions November 9, 2023 statement confirms all credits applied to the account (zero balance due). 
  Refund the overages from the last 2 years and 3) Refund the fees for the parked number.  It is unclear what overages Complainant refers to.  Numbers that are held in reserve are subject to a $1.00 per number per month charge for reserving the number even if not used.

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are a small Business that has tried to cancel their service since December 2022. We have been met with nothing but resistance, hurdles, and lies. Every time we request to cancel they say they can't for one reason or not. Now their team is saying that their fusionconnect.com is no longer a working url, however they continue to respond to the emails. Any small business considering doing business with this company RUN!!!!! They are Liars and Scam artist, ***************** is outsourced and not located in ***************** and are trained to not accessed disconnect notices. In the past we have also had issues with their company deducting multiple payments "on accident" from out account. We pay $1200 a month and it now almost a year later and cannot get then to cancel our service. They have continued to charge us to the tune of $14400 since our original request. Read the other negative reviews before you think about doing business with this company.We want a full refund from the time of our first request. We are not and have not used Fusion's access since our request to cancel.

  

  Business Response

  Date: 11/01/2023

  Fusion Cloud Services, LLC (**********************) responds to a complaint submitted by ******************* on behalf of Innovation Concepts (Complainant) in the above referenced matter.   Based on a review of the account records and ********************** senior managements direct discussion with Complainants Chief Executive ******** ********************** has agreed to credit the account in the amount of $3,600.00 and to terminate the account per Complainants affirmative October 13, 2023 termination request.  

• Initial Complaint

  Date:10/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. I am trying to resolve a billing dispute. Our Customer ID is ********* 7/**/** I logged into our account to pay our bill of $188.03 and that cleared my bank account on 7/28/23. However there was a second debit to my bank account on 7/28/23 from you (Fusion) for $188.58 which I do not even know where that amount came from as it was not the amount owed and I also already paid it online.I called your customer service number on 8/3/23 when I noticed the discrepancy and spoke with ********************************. He requested for me to email the 2 receipts from my bank showing the charges, which I did on 8/3/23. When I didnt get a response back I emailed ******* again on 8/9/23 which I received no response and I emailed again on 8/23/23 with no response again.I then called again and spoke with ***** who assured me that the manager ****** would call me back to resolve the issue. Againno phone call or response back. I then called AGAIN on 9/11/23 and spoke with **** who informed me that ***** should not have released ******* name to me and assured me that she would call me back. I called AGAIN ON 9/19/23! Still no ****** or resolution to the double billing! Nobody really seems to care and ****** who is supposed to be the manager will not return my calls. I have also sent a notice explaining the situation to corporate on 9/19/23 and have not heard back from them. Totally unacceptable the way they are running their business. I have no problem paying my bill but they are not making any attempt to refund what they took from **** would REALLY appreciate a resolution in this matter as I have wasted my time contacting you for the 6th time now.Please contact me at the number below and credit my account for the amount of $188.58 asap!

  

  Business Response

  Date: 10/09/2023

  Fusion again confirms that it has cancelled all services and applied all remaining credits to Complainants account. ********************** agrees with Complainant that the account should not be receiving invoices, though disputes Complainants allegations that Fusions previous response is a lie, i.e. a misrepresentation of facts, and that Fusion is harassing Complainant with invoices.   Complaints continued past receipt of invoices and a recent ******* letter are due to timing delays in Fusions automated billing and collection systems. 

  Complainants account balance is zero. Complainant owes nothing to Fusion.  Complainant may ignore any further communications from Fusion if forthcoming.  Fusion now considers this matter closed and will not respond further. 

  

  Business Response

  Date: 10/16/2023

  On October 10, 2023, Complainant  made a payment applicable to Fusions monthly recurring charges and taxes for service provided in August and September 2023. 

  This was Complainants first payment since July 27, 2023.    
   
  Following Complainants October 10, 2023 payment, Complainant has a current outstanding account balance of $211.55, applicable to **************************** monthly recurring charge, late payment fees and a finance charge, as reflected in the account ledger, below.   

  And, as also reflected in the account ledger, ********************** has billed Complainants account for monthly service charges only for the month that service is provided.
   
  Fusion apologizes for Complainants inconvenience in seeking a timely response from Fusion resulting from staff turnover.
   
  A screenshot of a computer screen
  
  Description automatically generated
   
  *****************
  Principal      

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was previously a Birch communication customer and was transferred to ********************** when they purchased Birch.My bill consistently went up and up. I attempted to contact them to make an effort to revise service or do something to reduce my bill as it was far too high for my small business to continue to pay. No one ever returned my call, etc.While searching for alternatives, I discovered Spectrum would provide my service for $60 per month compared to the $400 per month Fusion was charging. I changed my service June 8 2023. Fusion has continued to bill me for service even though I have been on Spectrum since that date. I was told I signed a contract with Fusion to remain on their service through ****. I am a Birch legacy customer and do not recall signing a contract. They say the contract only covers one of the numbers I had which makes no sense.They are now threatening to take my number which is 624-TAXI. This number is critical to my business and I feel the heavy hand of **** is attempting to force me to pay money I don't owe with the threat of tarnishing my credit and taking an important part of my small business.I received notification today that I had 5 days to pay up or else...Spectrum says they have my numbers ported to their ownership and they are billing me for those numbers.I need some help to stop the potential of my main business phone being taken from me for no fault of my own.

  

  Business Response

  Date: 08/25/2023

  Fusion Cloud Services, LLC (Fusion) responds to a complaint submitted by ************************* on behalf of *************** (Complainant) in the above-referenced matter. 
  
  Complaint.  Complainant alleges that Fusion has been charging  for service after June 8, 2023 despite Complainant having ported the account numbers to a new provider on that date.  Complaint disputes that service for one of his numbers is under a Fusion contract, disputes the associated Fusion charges, and is concerned about the potential reassignment of the account's assigned ******** number.
  
  Response. Complainants Fusion service invoices for ******** February,and March 2023, attached, clearly advised Complainant that the account service agreement was being renewed.  The contract renewal notice appears on page 2 of each invoice, replicated in the fourth attachment.
  
  Nevertheless, it was not until May 9, 2023, after the April 2, 2023 service agreement had renewed, that Complainant contacted Fusion to address the service agreement renewal.  On May 10, 2023, Complainant initiated the process of porting the accounts telephone numbers to another carrier, prior to discussing the matter with a Fusion representative, who contacted Complainant in response to his inquiry.
  
  Complainants initial port request was rejected due to an account name appearing on the port request initiated by Complainants new provider, that did not correspond with the account name appearing on  Fusions records. Otherwise the port request would have been automatically completed without Fusions intervention.  All account numbers were successfully ported to Complainants new service provider on June 8, 2023.

  Based on the foregoing, Fusion refutes Complainants allegations and disputes.  Regarding Complainants allegation that Fusion has been charging for service despite Complainant having changed providers on June 8, 2023, Fusion has assessed Complainant for service provided through the June 8 2023 port date and an early termination fee. As to Complainants belief that no contract had been signed, Complainant had ample time to contact Fusion prior to the April automatic renewal date if he was uncertain about whether the account was under contract following receipt of Fusions ******** February, and March invoices. And as to Complainants concern that his assigned 624-TAXI number could be reassigned, this number has remained assigned to Complainants account and is being served by his new service provider.  At no time has Fusion threatened reassignment of the number, nor has Complainant provided any evidence that Fusion threatened to reassign this number.

  
  

  Customer Answer

  Date: 08/25/2023

  I was not aware of any automatic renewal of any agreement and signed nothing to my knowledge. They cannot automatically put me into an agreement where I have to pay a fee for termination of the agreement. 
  

  I agreed to nothing and saying it was automatic renewal seems ridiculous to me.

  

  Business Response

  Date: 09/04/2023

  Fusion responded to this complaint on August 25, 2023, as appears in the Complaint record and confirmed by the attachment.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20484011
  
  I am rejecting this response because:

  Fusion references the fact that I should have known there was an automatic extension to my contract from invoices sent. I read my invoices for charges not to see if I am getting into a contract extension.
  
  I attempted an online payment of the latest bill of $361.57 which will see in the uploaded attachments. When I did so, it would only allow me to pay $608.00 which I will not pay as I do not see any scenario where I owe that amount. I am considering paying the $361.57 because this would be a last month payment, since I understand relocation of my services can have an overlap.
  
  *** I have also included two other termination letters. Please note that on the date of each of the termination threat letters, NO AT&T mobile phones could contact my former fusion phone numbers.
  It appears something at the AT&T telephone switch location was not allowing my numbers to be reached by AT&T mobile phones.This seems beyond coincidental. My company transports ***************** Comp and Hospital patients on a daily basis, this is also a danger to public safety.
  
  I do not accept the termination fee for a contract I did not enter. As indicated above, I will pay the $361.57 for reasons stated. 

  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/18/2023

  Fusion Cloud Services, LLC (Fusion) responds to Complainants rebuttal in the above referenced matter.  Fusion accepts Complainants payment of $361.57 and agrees to waive the early termination fee applicable to Complainants account as a courtesy to Complainant.  
  
  Service agreements enable subscribers to benefit from lower cost service in return for subscriber term commitments.   In return,service agreement terms and conditions are intended, among other things, to ensure subscriber term fulfillment.  Fusion reiterates that  lack of awareness regarding the automatic renewal provisions in Fusions publicly accessible terms and conditions does not absolve subscribers from those terms and conditions. As noted in Fusions original response, Complainant received notices regarding the expiration of Complainants agreement over the course of three months via Fusion invoices. That these agreement term expiration notices did not speak to the automatic renewal provisions, does not invalidate the service agreement basic terms and conditions renewal provisions.  

  Fusion has updated Complainants account  records to accept the $361.57 payment.  Once paid the account will have a zero balance due and will be closed.