ComplaintsforFusion Connect, Inc.
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Complaint Details
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Initial Complaint
10/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing because I am very ****** off with fushion connect I get to the last module I click the write security thing and then it tells me its wrong what color is your hair brown/black it must be some sort of glitch I made it to the last part hours upon hours of sitting on this computer now it s telling me that I must re purchase it again why would I purchase it if it can be another glitch this is unacceptable and horrible I need a refund or something because I cant afford to even purchase it again I dont have. **** like that I did every single module correct I get to the final 4th one now its a problem something isnt rightBusiness response
10/18/2024
The subject of this complaint apparently pertains to an online educational ********* Fusion Connect, Inc. (Fusion) and its affiliates exclusively provide communications and broadband Internet access services and do not, nor have not at any time, offered online educational courses, the Complaint does not pertain to Fusion or its affiliates and has been misdirected.Initial Complaint
10/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I was billed for fraudulent phone charges from different countries. I contacted Fusion and a representative named Walter stated the calls were fraudulent and I need to file a report; which I did. While the account was in an investigating stage they charged My card way before the due date for $475.16 when My bill should only be $79.31. After charging My card way before the due date, they sent Me an email stating they don't credit fraudulent charges. This should be illegal. They can continue charging fraudulent calls to Your account. I sent a rebuttal and they still say I owe the fraud charges. Never had these issues when it was Birch. Birch was a no contract! Fusion now charge You high penalties if You decide to switch companies.This is not right to charge a customer for fraudulent charges when they no it's fraud. My bank is in the process of disputing these charges. Your attention to this matter is very much appreciated.Business response
10/11/2024
Fusion Cloud Services, LLC (Fusion) responds to a complaint submitted by *** ***** (Complainant) in the above referenced matter. Complainant maintains that Fusion has billed Complainant for fraudulent calls placed under Complainant’s account. Complainant also maintains that Fusion charged Complainant’s credit card for all outstanding charges prior to the due date and rejected Complainant’s request to write off charges associated with the fraudulent calls. Complainant also maintains that Fusion imposes “high penalties” if a subscriber elects to change service providers. Fusion has determined that the fraudulent calls are being initiated via Complainant’s internet service and not via Fusion’s network, necessitating that Complainant ensure that internet access is secured.
Fusion provides Complainant with Session Initiation Protocol service that enables Complainant to place calls via an analog terminal adaptor that is connected to Complainant’s internet service and a conventional telephone The adaptor enables Complainant to make voice over Internet protocol telephony calls. Fusion does not provide broadband internet access services to Complainant.
On September 16, 2024, Complainant contacted Fusion to report fraudulent calls. Fusion’s investigation revealed that potentially fraudulent calls were being initiated through Complainant’s terminal adaptor via the Internet. Fusion has no control over Complainant’s internet access, which Fusion concludes has likely been breached, enabling such calls. Fusion has been in communication with Complainant and is offering recommendations for Complainant to ensure that her internet access is fully secured.
Complainant’s Fusion account is under an automatic monthly payment arrangement where funds are drawn on the 22nd of each month in the amount of the subscriber’s charges for the preceding billing cycle, as was the case during the time Fusion was investigating the fraud on Complainant’s account.
Contrary to Complainant’s allegations, Complainant’s service is not provided under contract and Complainant may change service providers at any time without assessment of an early termination fee, though Complainant remains responsible for all pending service charges.Business response
10/29/2024
Fusion Cloud Services, LLC (“Fusion”) responds to additional comments from Ms. ***** in this matter. However regrettable the fraudulent calls that Complainant has experienced, Complainant’s expectation that Fusion assume full responsibility for the fraudulent calls caused by an apparent breach to Complainant’s Internet access remains entirely misplaced. In effect, Complaint seeks to hold Fusion responsible for a security breach of Complainant’s internet service that Fusion does not provide nor over which Fusion has any control, simply because Fusion provides voice services that interconnect to Complainant’s Internet service. When contacted by the Complainant, Fusion immediately determined the cause of the fraud and sought to assist Complainant in precluding such calls. As has been noted, there was no additional action Fusion could have taken or would have been allowed to take given that the fraudulent calls were the result of an internet access breach.
In light of the unique circumstances presented in this matter, Fusion agrees to apply a one time credit to Ms. *****’s account in an amount equal to the charges associated with the fraud that was perpetrated through Ms. *****’s internet access as of this date. Fusion’s assumption of such charges is offered exclusively as a goodwill gesture and does not in any way constitute an acceptance of responsibility for the fraudulent calls made through Ms. *****’s internet account nor or Fusion’s acceptance of responsibility for the breach of Ms. *****’s internet. Further Fusion’s application of credit is predicated on verification that Ms. ***** has coordinated with her internet service provider to resolve the security breach, subject to Fusion’s independent confirmation.Customer response
11/04/2024
Peace and blessings. I thank BBB for helping Me get this resolved. Fusion had refused to do anything only after I contacted You. My Internet provider stated they were not the problem. I pray Fusion do what they say. Over $1000 for phone fraud charges was totally unacceptable. Thanks again for Your assistance.Initial Complaint
07/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Tv will not come on. It his is ridiculous. ******** 2 remotes. Terrible service. I am the owner and cannot for the life of me turn on the tv Im paying for. Fusion youre terrible! ??Business response
07/15/2024
This complaint has been directed to the incorrect company. Fusion Connect *** and its operating subsidiaries Fusion Cloud Service LLC and Fusion LLC do not provide Television Services
Sincerely
Fusion Connect
***************************
Director of Regulatory Compliance
Initial Complaint
05/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
March 2022, Fusions supplied T1 line went down and after 2 weeks being down, at the suggestion of the Fusion rep that was attempting the repair, we connected our SIP phone service to Fusions SIP service through a 3rd party internet provider. I notified Fusion that we didnt need their internet access because it didnt work, and I asked them to cancel our service before the auto-renewal date in July 2022 UNLESS we could come to terms on a reasonable BYOB plan. Fusion presented an alternative contract which we accepted that reduced our monthly bill by $332/month; however, they have continued to bill at the old rate.When we noticed the incorrect billing, we disputed the error. On 1/23/23, Fusion replied to our dispute saying they didnt receive the contract change so we owed the amount they billed. In response, we supplied a copy of the signed DocuSign contract. Fusion then claimed that they cancelled the contract because there was an outstanding balancewhich was in dispute.Since we should have had a credit balance, we stopped payments 01/01/23. In Dec 23, our new Fusion account rep requested that we update the dispute, which we filed 1/9/24. Based on correct billing, we should have owed $864 vs Fusions incorrect balance of $11,639. On 1/27/24, Fusion acknowledged receiving the dispute and asked for 30 days to get it resolved. On 2/23/24, we got a notice to suspend services on 2/28/24 if they didnt receive the full payment of $12,102.57 by 2/28/24, which they agreed not to do when they realized it was under dispute. On 3/15/24, Fusion requested to resend an attachment on the dispute, and on 4/22/24, I received an email from Fusion stating that they had credited $1,352.65, but they still claimed that we owed $13,605.55. They did not provide ANY credit for the internet service that they billed but did not supply. On 5/6/24, I disputed that with full explanation as to why. Without any further communication, Fusion turned off our services today.Business response
05/20/2024
Fusion Cloud Services, **** (Fusion) responds to a complaint submitted on behalf of ************************. (Complainant) in the above-referenced matter.
Complainants service was cancelled for non-payment of the account balance following Fusion notice. As Complainant readily acknowledges, Complainant ceased payments,albeit after October 2022, with the exception of one partial payment received in February 2023. On February 23, 2024, Fusion provided Complainant with notice clearly stating that Complainants account would be terminated on February 28, 2024 in the absence of full payment on the account balance. Since submitting the complaint, Complainant has been in direct communication with Fusion and paid the outstanding account balance in full.Fusion has restored ********************* rendering the Complaints complaint moot.Customer response
05/20/2024
Complaint: 21722774
I am rejecting this response because:1. I clearly stated with the payment that I was making the payment in protest and hoped to resolve this through BBB or through legal recourse if the BBB effort is unsuccessful.
2. I made the payment to REDUCE THE DAMAGES that your company is causing, and to make sure I can move my numbers away from Fusion at the conclusion of this contract. I have also officially notified Fusion NOT TO RENEW our service contract in July.
3. You have not addressed the contract that I agreed to in July 2022 that adjusted our rate based on the elimination of the internet service provided. You HAVE NOT provided internet service to our company in 2 YEARS, but you continue to bill for internet service as if you do. The internet service has been decommissioned by your company and is no longer available even if I did agree to accept it, but you are still billing me for it. That has to be illegal and immoral, but you don't address that.
4. The contract that I accepted in July 2022 is attached already to this BBB complaint. I will also attach the email confirmation from DocuSign stating the contract process was complete.
5. Every line in your response is intentionally misleading and reflects the shady way Fusion is doing business. You rescinded the notice of interruption from 2/28/24 when you realized the balance was in dispute. We disputed the results of Fusion's answer to our complaint on 5/6/24, but service was turned off on 5/16/24 without response to our complaint and without notice.
Sincerely,
*****************************Business response
06/13/2024
Attached is Fusion Cloud Services, LLC's response to complainant's Federal Communications Commission complaint that is identical to complainant's BBB complaint. Fusion's response to complainant's FCC addresses the issues raised in complainant's BBB complaint and rebuttal, in detail.Customer response
06/24/2024
Complaint: 21722774I am rejecting this response because:
1. There are a lot of irrelevant and inaccurate details in Fusion's response including what Fusion thinks is acceptable service outage described as "days", when we actually had total service outage for all phones, internet, AND email for 5 weeks in the 7 months between October 2021 and April 2022.
2. Those service outages as well as the costs that we were being charged prompted our request to either: a) cancel the Fusion services before the July ************************ b) provide an acceptable alternative contract without the internet access. See attached email (RE_Fusion...) to *********************************, our Fusion representative, dated 5/25/22 where I prompted her again to provide a new contract or cancel the old one when it was done and gave the reasons why.
3. The new replacement contract was agreed to and signed and returned by DocuSign as previously provided in July 2022.
4. I am not sure what happened on Fusion's end after we received notice that the contract was completed on DocuSign, but we never heard anything else from Fusion until we complained that the billing was incorrect. In January 2023, Fusion initially claimed that there was no new contract, and after receiving a copy of the contract, they said it was cancelled due to non-payment so we were stuck on the old contract even though the internet access was no longer working and had not been working since April 2022. In protest to Fusion's flippant dismissal of our complaint, we did quit paying because we had grossly overpaid the incorrect billing and we notified them via phone conversation of our intent and reasons for doing so.
5. Despite our obvious disagreement, Fusion continued to bill us incorrectly providing the *** phone service and email service, but also billing for the T1 internet service that was obviously not working nor part of the new contract. Fusion's technical support knew that the service was not working. When ******* was providing this service, they generally notified us when the service was down before we noticed it being down. Fusion should have been able to do that with a T1 line, but I also had several conversations with them on technical issues where they were made aware that the service was not working...nor should it be per the July 2022 contract.
6. Despite our refusal to pay for a service that was not being provided, Fusion renewed the old contract again in July 2023 for another year at HIGHER rates. They continued to provide phone and email service and accumulated over $13k in unpaid and disputed balance until we started pushing them to resolve the billing in January 2024.
7. What I really think happened in July 2022 is ********************************* failed to complete the paperwork for the new contract. There was really no way we could have known about the problem because we weren't expecting any change in service, just a change in billing. When we noticed the problem with the billing, the excuses started from Fusion which have continued to this date.
8. In May 2024, after we had submitted more information in defense of our claim to resolve the billing, Fusion turned off the phone service WITHOUT notice. I spent over an hour going through troubleshooting with Fusion technical support before they finally determined that it had been disconnected. Fusion required us to pay $13,818.85 to turn the service back on which is $11,588.13 more than we should have owed. To resolve the matter, Fusion needs to return the $11,588.13 which they demanded for services and late fees NOT PROVIDED (see details in attached document - RE_BBB complaint...).
8. One of the benefits that I saw with going through the BBB and then the **** was the option to go through a binding arbitration process if both parties will agree. This is a simple contract dispute, and I would welcome the opportunity to argue our case in front of a neutral arbiter. Both parties are in the ******* area so this should be something that could be easily arranged.
I look forward resolving this matter in the most economical way possible, but I will not walk away without giving my best shot at holding Fusion to their contract that they offered to our company which was accepted in July 2022.
Sincerely,
*****************************Initial Complaint
03/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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.Business response
04/04/2024
Fusion Cloud Services, LLC (Fusion) responds to the Complaint submitted by *************************************** on behalf of MUL ********* **** (Complainant) in the above-referenced matter. Complainant disputes the assessment of an early termination fee (***) resulting from ******************** termination prior to the expiration of ******************** agreement. As set forth below,the *** applied as a result of Complainants termination of service prior to the service agreement termination date and calculated in accordance with Fusions standard fee schedule.
On August 21, 2017 Complainant entered into a three-year service agreement with Fusion for the provision of services. A copy of the service agreement was provided to Complainant immediately following Complainants request, on February 21, 2024. On February 15, 2024, Complainant terminated service with Fusion, nearly six months prior to the service agreement termination date. Complainants early termination engendered the *** assessment.
Fusion 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 (See ********************************************************************************************)). Fusions Basic Terms and Conditions include an automatic renewal provision, which was in effect at the time of Complainants cancellation (See attachment, page 1).***s apply to enable Fusion to recoup costs associated with providing subscribers with reduced rates should subscribers terminate service prior to the service termination date. The *** is calculated on the basis of the monthly recurring fee multiplied by the number of months remaining on the contract. This is established in Fusions Standard fee schedule (See **********************************************************************************************) (See attachment, page 2).
On February 29, 2024, Fusion automatically charged Complainants credit card for the full invoice balance under the automatic payment arrangement established on May 20, 2022. Upon ******************** termination, the automatic payment feature was terminated. Contrary to Complainants assertion, Fusion did not refund Complainant for the charge, but rather subsequently reversed the charge pending review of Complainants billing dispute. Charges were reinstated upon a finding that charges, including the *** were valid, as reflected on Complainants March 2024 invoice. The $142.07 Convenience Fee was waived and a credit will appear on Complainants final April 2024 invoice. (See attachment, page 3).
******************** agreement was subject to a renewable term subject to automatic renewal in accordance with Fusions Terms and Conditions. Complainant cancelled service prior to the current service agreement termination date, which engendered the ***, and which was calculated on the basis of Fusions standard fee schedule. The assessed *** and final service charges remain valid.
Customer response
04/08/2024
Complaint: 21493879
I am rejecting this response because: Fusion Connect claims that an expired service order from 2017 (which is the only signature we ever gave them, and it was from an employee who no longer works here) represents a binding contract, and we are saying that it does not. Within a contract, you should see clear terms and conditions, whereas the service order is not structured like a typical contract; it just includes a few general links to terms and conditions. We acknowledge there is some gray area here, however the deceptive business practices of Fusion Connect are why we are asking that the Early Termination Fee be waived. Not only have their devices and services been unused for over a year (yet we still paid them and are not even asking for that money back), but there has been no attempt to obtain any kind of authorization for renewal, which tends to be customary. This process has also been met with an unnecessary amount of resistance from Fusion Connects side, and with the confirmation that they do not want any of their equipment back (which has not been used for over a year), we are simply looking to have our Early Termination Fee waived, and for our businesses to go their separate ways.
Sincerely,
***************************************Business response
04/09/2024
Fusion Cloud Services, LLC (Fusion) responds to a rebuttal submitted by *************************************** on behalf of MUL ********* **** (Complainant) to Fusions April 4,2024 response to Complainants March 27, 2024 complaint in the above-referenced matter. Complainant pursues his request that Fusion waive an early termination fee following Complainants premature service agreement termination. Complainant does not dispute the existence of a service agreement nor that the agreement was terminated prior to completion of the agreement term, but rather maintains that Fusion should waive the early termination fee because the agreement does not appear like a typical contract, the agreement was signed by a former employee,Complainant did not use services, and that Fusion did not affirmatively advise Complainant of the service agreement renewal. Ostensibly, Complainant requests that Fusion accept full financial responsibility for enforcing a legally binding contract while Complainant seeks absolution of responsibility.
Fusions April 4, ************************************************************************************************************************** its service agreement with Complainant. Complainants rebuttal ignores these provisions by attempting to portray Fusion as unfairly assessing an early termination fee:
- That Fusions service agreement does not take the form of what Complainant maintains should look like a typical contract is irrelevant. Fusions service agreements are legally binding contracts subject to the Companys Basic Terms and Conditions, as is made clear to subscribers in the agreement and detailed in Fusions response.
- The signing of Fusions service agreement by a former employee does not alter the fact that at the time of signing, the then employee was understood by Fusion to have authority to bind the Company to the agreement and its underlying provisions. There is no record of Complainant having notified Fusion otherwise.
- As addressed in Fusions response, service agreements are subject to an automatic renewal provision established in Fusions Basic Terms and Conditions, that are clearly identified in all subscriber agreements. That Complainant was unaware of the applicable automatic agreement renewal provisions, among others, does not absolve Complainant from the applicability of Fusions Basic Terms and Conditions, specifically including the automatic renewal and early termination provisions.
- That Complainant did not use Fusions services and equipment for an entire year was entirely Complainants discretionary decision. By virtue of Fusions ongoing billing for services and equipment, Complainant was aware that the services and equipment were available for use, as Complainant readily admits. Again, there is no record that Complainant having contacted Fusion specifically to address unused service.
Complainants arguments for Fusions waiver of an early termination fee are unsupported by fact. Complainant remained subject to Fusions legally binding Basic Terms and Conditions and benefitted from the lower service rates provided under the agreement. In terminating a the service agreement prematurely, the account remains liable for early termination fees.Initial Complaint
03/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In **************** Unlimited moved to a new office location at *********************************************************************. At that time we notified Fusion of our change of location & since that time have been receiving phone service & monthly bills from Fusion & have paid them. A couple of months ago, to save some money, we decided to switch our service to CenturyLink BUT that never happened because CenturyLink told us we needed a Pin number from ********************** and ********************** told us they didnt use Pin numbers! We kept trying to make this happen but it never did! Then someone at Fusion told us that in 2023 our service had been switched to Bandwidth. They didnt know how this happened & our bills were still coming from Fusion. Where was our money going? So finally after making no headway at all switching to CenturyLink, we decided to drop one more of our lines & just keep our main number & stay with Fusion for 3 more years & installation would be on March 18. On the 18th someone from CenturyLink came into our office & told us they were there to do an installation! We told them we were staying with ***************************** them away. No one from Fusion ever said that it would be CenturyLink who would do the installation! Since that day we can no longer call our office number from a local landline! Calls from cell phones go through! So we called CenturyLink, our home phone carrier, thinking it was a CenturyLink problem. CenturyLink told us that THEY had an order from Fusion to go to our office & do something BUT CenturyLink was showing that our service is with Bandwidth and has been since 2020! The CenturyLink people also told us that the order they got from Fusion was not filled out correctly and there were things missing they needed! We do not know what to do next. Every time we call we get a different person & no one knows anything! One person asked me for our account ********** gave her the one on our ********** said that wasnt the right number! We just want out phones to work correctly!Initial Complaint
03/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our company, *************************** (NAE), has been inquiring about any balance due and owed to Fusion Connect since early 2023 after receipt of collection emails. We have responded to each email asking for details on what balance is owed and we get vague responses if any. We have worked with a few representatives of Fusion to reconcile our account to see where the discrepancy is coming from but with no resolution. Our monthly invoices are paid timely and as to what the balance reflects but there is a lingering balance behind the scenes accruing late fees. We have asked that the late fees be waived, and the true past due balance be presented so we can pay. We get no answers or resolution, just continued collection emails. Our current invoice reflects a credit balance and clearly states DO NOT PAY yet we continue to get harassed about a balance we just need backup on. Fusion is unable to provide this forwarding balance invoice(s) but continues to accumulate an overall $2K in late fees.Business response
03/29/2024
Fusion Cloud Services, LLC (Fusion) responds to a complaint submitted by ********************* on behalf of *************************** (Complainant) in the above-referenced matter. On February 29, 2024, Fusion provided a full account reconciliation to Complainant, nearly a month prior to Complainants complaint,following Fusions investigation. Fusion identified certain discrepancies on Complainants account that have been addressed. Complaints account balance is $6,692.88, for which Complainant remains liable.Customer response
04/01/2024
Complaint: 21462531
I am rejecting this response because there is still no back up provided on the past due invoice in question that incurred late fee penalties. We have received only an account overview showing all invoices and payments and have reconciled with our payment's multiple times, still unable to detect a missing invoice. We have asked Fusion to provide backup that clearly states (1) the past due invoice and (2) an understanding of why this said past due invoice did not reflect on our monthly invoice, which we paid on time for several years. We are happy to pay the invoice balance in question but no one from Fusion will provide it to us. We are disputing the late fees and penalties that occurred.2/9/23 - Received email from ***************************** with past due reminder. Responded back to that email asking for clarity since I showed a monthly payment being made on our end based off invoices I pulled online and paid AMOUNT DUE. These monthly invoices never detected a balance forward. ****** responded with a phone number for me to discuss this with the *************** I called but was unable to discuss account with anyone since I was not authorized. I responded to ****** again letting her know I was unable to speak to anyone and asking for clarity again on what was past due. No response.
4/7/23 - Received email from ******* (*****) *********************** with past due reminder. Responded asking for account number and invoice number to confirm because account ****** showed $0.00 balance forwared on our invoices so I was confused. I stated I had been making a monthly payment and could not understand where a missing invoice was. ***** responded it was "just a reminder" email and provided an excel version of our account statement. I did a quick recon and responded to ***** still confused on what is past due. At this time, I questioned the last fees and finance charges I saw and made note of them and asked if they could be adjusted since we were paying our invoice before the due date via ACH. ***** responded to send me late fees and she would have a manager review.
4/11/23 - Received another email from ******* (*****) *********************** with past due reminder. I responded with a reminder of our last conversation on 4/7/23. I stated again I was unable to locate a missing invoice and asked her to let me know her findings after she spoke with her manager. ***** responded saying she would respond back to my email before the close of the business day. (never got a response)
5/9/23 - Received another email from ******* (*****) *********************** with past due reminder. I responded with the same "I don't see a past due invoice, please provide" and what was the follow up with her manager? (no repsonse)
6/5/23 - Received email from *************** with past due reminder. I responded to **** explained the last couple of months back and forth with no resolution. Provided email of last convo and asked this matter to be escalated to a manager. (no response)
6/8/23 - Received email from ******************************* with past due reminder. Again, responded with my last email to **** as well as last few correspondences mentioned above. (no response)
6/26/23 - Received email from ********************************* with past due reminder. Again, responded with my last email to **** as well as last few correspondences mentioned above. (no response)
8/21/23 - Received collection letter in the email and sent an email to collections. I explained how every email we get I try to resolve but with no success. I simply need back up to support a payment I am making. I got a response email from ********************* sending me an account ledger. I responded that I got a similar breakdown of our account via excel in April and was unable to determine the missing invoice which is causing finance charges and late fees. Asked for explanation on their invoices since our current one was a credit and said DO NOT PAY. ******* responded stating, "I agree, the invoices being sent are not reflecting the correct balance on your account". ******* asked me to fill out a bill dispute using a link provided in the email. After completing the dispute, I responded back to Vinesha with the confirmation number (CR230821130450B).
8/24/23 - I received an email from ***************** stating she has started to review our account and requested for late fee credits. She asked if we had any payments not clear from March 2022 thru July 2023 and provided me a list of invoice dates and balances. I responded that every payment was made electronically and to follow up with ********************************* who received our payment notifications. I also sent **** the recon I did in April and some correspondence to past conversations to help her understand the issues we were having to resolve this matter. **** was the most helpful in responded with details and I was hopeful to resolve. I asked if she could simply tell me the balance owed and provide a clear breakdown so that we could pay the balance.
8/29/23 - Followed up with ***************** on my request for a clear balance due and breakdown.
9/5/23 - Second follow up with *****************.
We never did get that clarity and asked our legal department to step in to help us resolve. We have since closed our account for #******. We have been harassed over a balance due and are happy to pay a past due invoice, but nothing has been provided. We feel the penalty fees and late fees are fraudulent since nothing reflects on our monthly invoice. If Fusion would be so kind to provide the past due invoice, we will be happy to pay it ASAP. As for the fees incurred over time, I don't feel we owe as we have tried to resolve this matter for the past year.
Sincerely,
*********************Business response
04/03/2024
Fusion Cloud Services, LLC (Fusion) responds to ***************************(Complainant) rebuttal in the above-reference matter. As set forth below, Fusion has provided Complainant with a complete account reconciliation detailing charges and payments, and remaining account balances by date, as was further reflected in Fusions monthly invoices.
Complainants rebuttal appears predicated on a belief that there is a single missing invoice that precipitated the late charges on Complainants account. Complainant maintains further that the account has paid all invoices on time, which gives rise to why Fusion has assessed late fees, which Complainant disputes. Contrary to Complainants assertions, there is neither a single missing invoice nor have all payments been made on time. Rather, gaps in Complainants payment history have resulted in the late fees and charges to which the account remains liable.
On February 29, 2024, Fusion provided Complainant a detailed account reconciliation beginning February 1, 2020. The reconciliation is attached hereto. The last time Complainants account reflected a zero balance was on January 20, 2022. Complainant made a single monthly payment in mid-March 2022, toward payment of Fusions February invoice. Fusions March 2022 invoice remained unpaid. It was not until August 19,2022, that Complainant made a partial payment toward Fusion invoices issued between March and August, during which time late payment fees and finance charges appropriately applied. Though Complainant made two subsequent payments in September 2022, and then began making near monthly payments until August 2023, at no time did Complainants account again maintain a zero balance. Complainants charges, payments, and remaining balance continued to be reflected in Fusions monthly invoices.
Complainants account balance has remained subject to applicable late payment fees and finance charges for cumulative amounts due. Complainants erratic payments between August 2022 and October 2022, and again after August 2023, directly contributed to the late payment fees and finance charges that Fusion appropriately assessed in accordance with the provisions of its Basic Terms and Conditions.Customer response
04/03/2024
Complaint: 21462531
I am rejecting this response because NAE has timely paid its invoices throughout 2023. Further, our most recent invoice #**********, for billing through 1/31/2024, ****** that our account has a credit balance of $1,035.13. By way of further background, attached is a PDF including our past 6 months of invoices, reflecting the continuing payments and credit balances for our account. *********************** noted ledger charges have never been reflected on any invoices. Should there be any unbilled charges requiring back-billing (per the companies agreement), please advise and provide an invoice so we may pay the invoice for any such appropriate charges.*** is simply requesting an invoice showing the charges charged as Fusion states is on their ledger, of which NAE has never been informed.
Invoice # Billing End Date Amount Due
********** 01/31/2024 ($1,035.13)*
1029079683 12/31/2023 ($1,131.16)*
1029047936 11/30/2023 ($1,227.19)*
1029025120 10/31/2023 $780.69
1029007719 09/30/2023 ($467.47)*
1028970893 08/31/2023 ($1,881.59)*
1028955060 07/31/2023 ($3,124.94)*
*Credit Balance. Do Not Pay.
Sincerely,
*********************Initial Complaint
02/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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 response
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 BureauBusiness response
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 response
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 BureauInitial Complaint
02/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
02/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 response
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
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 response
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
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.
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Contact Information
210 Interstate North Pkwy SE Ste 200
Sandy Springs, GA 30339-2232
Business hours
Today,8:00 AM - 5:00 PM
MMonday | 8:00 AM - 5:00 PM |
---|---|
TTuesday | 8:00 AM - 5:00 PM |
WWednesday | 8:00 AM - 5:00 PM |
ThThursday | 8:00 AM - 5:00 PM |
FFriday | 8:00 AM - 5:00 PM |
SaSaturday | Closed |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
32 total complaints in the last 3 years.
15 complaints closed in the last 12 months.