Complaints

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:06/26/2025

  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.

  On 01/01/2025, we signed an annual contract with Intermedia through sales rep ****** **** for ********* 365 email hosting via Outlook. An account (RoboJar ID #******** was created on Jan 10.On Jan 21, Intermedias onboarding team (******** M, Case #*******) began the migration process. Despite multiple conference calls, they were unable to connect our business to the ********* services we had purchased. Eventually, ******** admitted, We don't know how to fix the problem. We suggest you contact ********* yourself. I tried, but couldnt reach a representative at *********. Repeated calls and emails to Intermedia met the same result"we can't fix it, you need to call ********* or wait until they expire in Sept 2025. Then we can connect you." Did they really expect me to pay for 9 months of non-service?On Feb 7, I contacted Intermedias billing department to report that I had been charged $170.93 via ACH for services never delivered. Despite repeated efforts, no services were ever activated, and billing continued without resolution. Every request to stop billing was met with we cant help you. I asked ****** to escalate to someone who could stop the charges.I instructed my bank to block future ACH withdrawals due to the dispute. Since then, Intermedia has sent repeated notices about the unpaid balance. On 6/20, ****** **** emailed: this will continue to bill and without payment, this will move to collections potentially negatively affecting credit. I have escalated this... there are no other actions for me to ******* is frustrating to be threatened with collections for services Intermedia failed to deliver. I notified the company of its failure within 30 days, yet they refused to cancel the agreement or suspend billing. Ive repeatedly requested a stop to billing. Ive nearly given up on a ********* date, my emails have not resolved the issue, and billing persists. I am filing this complaint with the BBB in hopes of resolution.

  Business Response

  Date: 07/07/2025

  Our management teams are working with Ms. ****** directly.  Due to the complexity of her issues and the privacy involved in discussing the details of her account, we cannot post on a third party site in order to maintain the privacy and security of her account and data.  We are dedicated to resolving this to her satisfaction.

• Initial Complaint

  Date:06/04/2025

  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.

   
  Complaint: 23417670
  
  I am rejecting this response because:  

  The account "holder" is no longer with the company....   But you are changing my credit card without authorization.  I have spent hours on the phone with your customer service dept.  They are useless.  Stop charging me credit card!!!
  
  Sincerely,
  
  ****** Banjo

  Business Response

  Date: 06/13/2025

  Unfortunately, the information provided by this individual is not shown in any of our systems.  They are not an account holder with **********************.  They are welcome to call our support and provide our support with information to locate the account.  However, we must note that only Account Owners of record may cancel an account or discuss termination.  If this person is not the Account Owner of record with Intermedia (which we have not been able to locate as such) then he needs to ask the Account Owner of record to contact our support to perform any account changes.  Please have the Account Owner contact our support on ************* at their earliest convenience.

  Business Response

  Date: 06/23/2025

  We are sorry this person has issues with charges to their credit card. They may address that with their credit card company.  As stated, this person is unidentifiable as an account owner with ********************** and we will not communicate further.

• Initial Complaint

  Date:05/13/2025

  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.

  Intermedia and their unacceptable handling of my recent support case (Case #*******) and their ongoing failure to honor reseller commission payments. the last supervisor lied to me horribly. Despite being a loyal customer and authorized reseller, I have experienced a complete lack of professional support. When I reached out for assistance with a Yealink T42G device, I was abruptly informed that they do not support this model and was advised to purchase a new phone. This is completely unacceptable, especially considering this model is still in wide use and no prior notice was given about any discontinuation of support.The support I did receive was not only ineffective but also dismissive, leaving me with unresolved technical issues and causing operational disruptions. To make matters worse, despite my reseller status, Intermedia has repeatedly failed to pay my commissions, always providing evasive excuses and contradictory information.This experience reflects a serious lack of professionalism and integrity. I expect immediate corrective action, including:Proper technical support for my existing Yealink T42G device.Full payment of the commissions owed to me.A formal explanation for these failures and assurances this will not happen again.If this matter is not resolved promptly, I will have no choice but to escalate this complaint further and consider other legal avenues.

  Business Response

  Date: 06/13/2025

  We apologize for our delay in responding here on the BBB site.  We have been communicating with our customer and are trying to provide resolution to his satisfaction.  Because his account is quite old, it is difficult to provision new hardware.  We are still working with internal teams to find a solution that works for Mr. ************** Thank you for your patience!

• Initial Complaint

  Date:04/09/2025

  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.

   
  Complaint: 23181876
  
  I am rejecting this response because: we have attempted to transfer the ownership so we can cancel the account. The ownership is in our company name, but they assign one individual as the "owner" to make changes. That person hasn't been in our employment for one year now and obviously we cannot have him change since he isn't employed. We have sent letters on letter head from our principal to make the change but they refuse. it's a blatant attempt to continue charging for service and they need to be called out on this behavior. I will not be satisfied until they follow up from our company letter to change ownership and then immediately cancel. they have been not acting in good faith in this matter understanding that the "owner", who was an employee is no longer with the company to make this change
  
  Sincerely,
  
  **** *****lled the account. Lastly, I reached the former associate and he called in to cancel on our behalf and they refused saying they couldn't verify his identity. We have attempted using his email which I still have active internally, but they want a verbal cancellation. My last communication with them was to tell them if they do not resolve this issue, I will report them to BBB. We have been paying them regardless as we didn't want to be sent to collections. While all this is happening they continue to try and collect monthly payments, which I refuse to pay due due to their lack of customer service and processes. I am looking for this account to be cancelled and all fees attempted to be collected since December of 2024 to be reversed

  Business Response

  Date: 04/25/2025

  We are very sorry there is frustration. Our records indicate that we have attempted to work with the account to transfer ownership. We have 4 incidents/cases where the complainant stopped responding. We cannot provide access or service without the proper transfer of ownership.

  If the person on this complaint is confident they can resolve this with our billing department, they may call again at their convenience to reopen their case.  We cannot provide any further information on this third party site nor can we provide access to an account that the owner of record is someone else without proper paperwork. 

  Business Response

  Date: 05/08/2025

  After a thorough review of the account and the history of attempted cancellations, our team has determined that the best course of action is to close out the remaining balance in full. We have processed the cancellation of the account, and no further charges will be incurred. Additionally, any outstanding amounts attempted to be collected since December 2024 have been reversed.

  Customer Answer

  Date: 05/08/2025

   
  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:04/01/2025

  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 opened up a new account with two lines. On this account I requested two devices. One of them worked great, the more expensive one never worked properly. While setting up the account, their systems created an issue where it was mixing my business email with my personal email. Every time I would submit a request for help from either email, they would tell me that I was emailing from the wrong email for my account and could not help me. Inbetween these issues, I signed up for a service I did not need. I spoke to my account manager who told me that I did not actually sign up for the service successfully and had nothing to worry about. All of this was within the first 30 days of opening the account. I then receive an email telling me that my statement is ready for a ridiculously high amount. When I try to figure things out, I get more pushback because my emails are not linked to the account correctly for some reason. At this point it is also important to note that I had been also requesting them to remove my email from a client account because I would be notified of their payments on their accounts in my email. This was never fixed. I requested a supervisor on multiple occasions, and it wasn't until I involved three different departments, including Collections, that they fixed something. They issued some sort of credit, but no one could tell me why, nor give me a bill. I was told a supervisor would call me the following day from the last call at 9 am. At 11 I called back and was told they would call me at 1 PM. I didn't receive a call until sometime after 230. And then the supervisor told me he would not answer any of my questions or help me, unless I paid them without knowing what I was paying for. I can forward all the emails on this. This account needs to be zero'd out and an RMA sent so I can return the phones.

  Business Response

  Date: 04/17/2025

  In reviewing all of the communications with the customer from March and April, we can provide a high-level response. We cannot provide intricate details as not to violate the privacy of the account holder.

  The customer did not have a valid payment method on file,which is a requirement under our MSA. The agreement clearly states that billing and contact information must be kept current at all times. In one support case, the customer stated he was unwilling to pay for a service he was not using. This position contradicts our agreement, as Intermedia bills for services based on purchase, not usage.

  When the customer contacted billing on several occasions, he was advised that support could not be provided unless the account was brought current. Restoring the account and reviewing the service for a potential credit could only be considered once payment was received.

  Given the circumstances and the customers refusal to comply with the terms of the ***, the account disablement is consistent with our billing policy and agreements with our customers.  The relationship with this customer has been severed, and we are not offering any reparations.

• Initial Complaint

  Date:03/17/2025

  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.

   
  Complaint: 23067542
  
  I am rejecting this response because:
  All of my numbers should have been ported at the SAME time. Intermedia is to blame for that not happening to one number. Services were NOT being used and again MORE monthly high way robbery charges for ONE line.
  You put profit over people and I did call in prior to switching, however Im just a dollar $*** and obviously not worth what Im legally entitled to from the day I started to port my numbers and was no longer doing business with Intermedia. 
  Obviously you chose to hold my credit card hostage by not allowing me to delete it AND you charged me for services NOT rendered.
  Its very unfortunate when a big company isnt willing to do the Right thing (morally and ethically) to a small business who obviously left because the fees for services were outrageously high. You should be ashamed and honestly if you arent willing to refund me for services NOT rendered then I hope this negative review brings light ?? to anyone out there before deciding what company to stand behind and trust their business with. One way or another this will cost you a lot more in the long run. 
  
  Greatly Disappointed,
  
  ***** *********

  Business Response

  Date: 03/17/2025

  We are very sorry to hear the customer is leaving **********************.  We hope that they did take the time to call our Sales Team to discuss current Services and Pricing before leaving.  Sometimes on an older plan or service, there are updates that can be offered that are better suited.

  Our billing team did review the account and all ********************** with our customer. The customer did port her numbers out, away from Intermedia. That porting process was not complete until mid March.The customer did call in to cancel on 3/14/2025 and all charges were stopped. We are unable to offer a refund for the February 2025 charges as we did provide service into March 2025. Once the account is fully terminated, all data is deleted. We do not offer the ability to delete a credit card from an Active account.  The customer is welcome to call our billing team again at any time should they have further questions.

  Business Response

  Date: 04/01/2025

  Once again, we are sincerely sorry that our customer is unhappy. However, we did offer services until March of 2025 and cannot refund the February charge. We did provide a timeline in our prior response. And we offered that an open account cannot remove the credit card from the account. Once terminated, that data is removable. We unfortunately do not have any new information to offer the customer on the ******************** Complaint.

• Initial Complaint

  Date:02/06/2025

  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.

   
  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,
  
  ****** ******

  Business Response

  Date: 02/19/2025

  We truly apologize for any confusion or frustration. Our billing team has refunded the $113.91 that our customer was mistakenly charged and asked the collection vendor to stop and close the case.  There should be no further contact from them. We again apologize for our mistakes on this account and any inconvenience this has caused.

• Initial Complaint

  Date:12/11/2024

  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.

   
  Complaint: 22661883
  
  I am rejecting this response because:

  The billing agreement made with Intermedia was not upheld.  The billing credits applied were because THEY negligently STOLE one of our clients and gave it to ANOTHER reseller, THEN kept billing us after their absolutely egregious error.  None of the "managers" at Intermedia have done anything to reach out and attempt to resolve this matter - their interest has been in trying to come up with with responses to reviews for the BBB and TrustPilot.
  
  Sincerely,
  
  ** *******

  y somehow overlooked that without ANY notice whatsoever a client was removed from our account and given to the other reseller - despite this being against their TOS and agreements. Nobody was able to address this matter, and even the sales manager assigned to oversee our account did NOTHING when told by our account executive. We are still fighting with their billing department because - Intermedia STOLE a client and CONTINUES TO BILL US FOR THE STOLEN CLIENT. THIS I the kind of blatant fraud Intermedia commits towards their customers AND resellers and the handful of vaguely competent humans working for Intermedia don't seem to have the ability or intestinal fortitude to stand up and do what is right AND LEGAL.This BBB Complaint is a mere courtesy for Intermedia before a formal complaint with the ************************* is filed.

  Business Response

  Date: 12/16/2024

  We are incredibly sorry for any confusion or frustration we have caused Mr. ******** Our support managers, in Billing and Technical Support, have reviewed cases ******* and ******* to ensure that Mr. ******** needs were met. We do see a total of $610.97 has been credited to his account. We are actively conducting an internal review to understand how a customer under his reseller was moved to another account and will provide assurances here that this will be reviewed very seriously.

  Business Response

  Date: 01/03/2025

  We are very sorry that Mr. ******* does not accept our credits and apologies that have been expressed by email and phone by managers.  It is not something we can control if a customer decides to go with a different business partner.  We in no way promote that; however, we cannot deny partners the right to serve customers. If Mr. ********* customer decided to leave his partnership, we are unable to prevent that but guarantee it is not something Intermedia was involved in.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22661883
  
  I am rejecting this response because:

  Intermedia could actually have someone reach out and resolve the issue AS AGREED UPON or we can continue dropping negative complaints against them.  It would also be GREAT if Intermedia STOPPED wasting a customer's time and responding with this AI generated Word Soup of a response.

  It appears Intermedia isn't worried about BBB complaints because they pay to be accredited The ************************************** and FCC think differently, though.
  
  Sincerely,
  
  ** *******

  Business Response

  Date: 01/13/2025

  We again apologize for Mr. ********* frustration but reiterate that we have provided credits and communications both by phone and email to Mr. ******** discussing and apologizing for the dissatisfaction he suffered. There are no other actions we can take and no other comments we can make on the BBB site. For the record, our comments are written by a real person and not generated by AI. 

• Initial Complaint

  Date:10/09/2024

  Type:Product 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.

   
  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,
  
  ***** ******ver to another service. Because of the process of more thoroughly vetting a new service, I am being denied a refund.Intermedia promised functionality that was not available.The support team was unable to quickly resolve the issue.I needed to vet another service before disrupting our business, which took time.This situation could have been avoided had the Intermedia Sales Representative investigated the functionality we required.The lack of knowledge regarding the import process and functionality of the 'global' group interrupted our business, prevented me from meeting the 30-day return window, and forced us to find a different solution.I would like a full refund for the service fees and the phones, which I am happy to ship back.

  Business Response

  Date: 10/11/2024

  We are sincerely sorry for the frustration that our customer experienced.  Our Billing Manager did call and speak to her on 10/09/2024 and refunded her as requested.  We are taking her feedback about her experience with us as well to improve our services and communication.  We again deeply apologize and are happy to accept any further feedback.