ComplaintsforFusion92

Good evening,

In response to the reported consumer complaint, on behalf of Fusion92, I'd like to share the following information.

Fusion92 used to handle the tax software merchant account for our longtime client H&R Block as part of our broader marketing service offering to them. Because transactions were sent through our account during that period, charges to consumers were on some level labeled as purchases from Fusion92 (I believe in transaction records). We recently stopped partnering with them on this service and closed that merchant account which supported online tax software subscriptions. It is unlikely that this consumer would have a very recent charge from our account. Even if she is referring to a charge from last year during a time when it did come from our account, it would have been sent through to H&R Block and recorded with H&R Block in their system. 

I attempted to reach out to H&R Block to help clear this up and seek the resolution that the consumer requested, however when they checked multiple potential systems in order to try to refund/cancel, they were unable to find any record at all for this consumer, which led me to believe that perhaps the contested purchase was purchased under a different person's name or contact information. (Unless the agent I spoke with was misinformed).

In an effort to further resolve this and show responsiveness to the consumer, I also reached out via email to the consumer to let her know of our efforts to resolve and that H&R Block was unable to cancel her recurring subscription nor offer a refund because they were unable to find her account to take any action at all on it. I have not yet received a response from the consumer on my email. 

I am attaching my email sent to the consumer, which also includes the case number and phone number at H&R Block. I was told if anyone called to follow-up again that my conversation and request for help would be recorded against the case number as a record of Fusion92's attempt to help resolve this complaint.

Please let me know if there is any additional action you'd like us to take here or if this communication and attachment sufficiently resolves it and clears the complaint. We of course want to be sure that Fusion92 does not have any negative marks against us, as we take pride in excellent client service! I of course also hope that the consumer is able to resolve their issue directly with H&R Block.

We look forward to your reply and any next steps, if necessary. Thank you.

With warm regards,
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