Business ProfileforFusion Connect, Inc.

We opened a ticket with Fusion Connect on 2/15/24 to cancel our companys account after realizing we had been continuously charged by Fusion Connect for over a year for services that we did not use. When we went to cancel our account, we were notified that we would need to pay a cancellation fee of $3472.31. When we asked Fusion Connect to provide us a legal-binding contract in which there are provisions entitling them to charge us a cancellation fee, we were provided with a service order on 2/21/24 that a representative of our company signed in 2017 that was valid for three years (this a service order which ended in 2020). When we attempted to contact the customer support team and ********************* representative for our company, we were told that this service order was to be automatically renewed annually until we cancel it, and that this represented a legal binding contract and subjected our company to their terms and conditions. This service order renewal did not require any approval from a company representative. Attempts to reach our representative to further escalate this issue failed as he did not return our messages. We were able to speak to someone in their customer service support team who created a ticket to escalate the billing dispute. Since then, well over six tickets have been created to speak to a representative of the company with decision-making power to resolve this issue. All attempts to speak to a representative of the company with decision-making power were met with an unnecessary amount of resistance as not a single customer service representative would ********************** us with someone who could help. When we asked for contact information or to be transferred to any higher-ranking representative, we were told that we were not allowed to speak to them until they responded to our ticket, which was to occur somewhere within a 30-day period. When we would call back for each ticket to get a status update, after receiving no communication on our ticket, the customer service representative would create another ticket (with and without consulting us), meaning that Fusion Connect would get more time to respond to our dispute. This increase in response time was not supplemented with communication from any member of Fusion Connect unless we initiated it first. This happened multiple times, and every time we would try to talk to someone with decision-making power, we were met with the same response of having to wait the full 30-day window. Despite having multiple tickets open about disputing charges on our account, ******************** still decided to charge one of our companys credit cards $3,702.65. This was more than the previously stated cancellation fee, and we were given no warning that there was an increase in price, and that they planned on charging a company credit card. Attempts to speak to a representative were met with the same resistance as before, and we only received a quick response after threatening to file a complaint with the Better Business Bureau. Once we had communicated that we planned to escalate this issue to the Better Business Bureau, we were issued a full refund and were sent an invoice confirming the refund on the same day. Finally, once we received a response from the billing dispute teams, after trying to speak with someone multiple times over a month and being told their Managerial Dispute Team was personally looking into our ticket, we received a two-sentence response on 3/25/24 stating Thank you for allowing us the opportunity to review your account. We are showing that the early termination fee is valid per the terms of your contract.. We are rejecting Fusion Connects two-sentence response as it does not answer our questions and concerns. We have not been provided with any exact language in any legal binding contract that shows validity of an early termination fee of $3702.65, or how this was calculated. We are creating this complaint in response to Fusion Connects poor business practices and failure to waive our early termination fees or provide satisfactory supplemental evidence that addresses the complaints mentioned above. We received a final invoice for $3,702.65 on 3/21/24 (Dated 3/19/24), which our company does not agree with, and we are intending on fighting these charges.