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: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.

  Been with Intermedia for years and valid customers obviously are not appreciated enough to keep fair and competitive pricing. Decided to switch to GoTo January 24 (saving almost $100 a month for the same services). Logged in to delete credit card so future service were not automatically charged and tried to cancel online. On Feb 24 I was WITHOUT authorization or approval automatically charged $134.16 for service that were NO longer with Intermedia on a credit card that I deleted from my account.Of course large companies can not keep ALL customers happy however it is illegal to charge for services NOT rendered and extremely risky to think that the little guy is NOT going to do what's right to get refunded and make sure this doesn't happen to anyone else. Very disappointing and frustrating.

  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.

  Customer Answer

  Date: 03/18/2025

   
  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: 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.

  After cancelling my account, and receiving a statement showing a zero balance dated December 1, 2024 (attached), I was turned over to collections. I provided the zero balance statement to the collection agency on January 7, 2025 and they filed a dispute with Intermedia. It has been a month and Intermedia has not responded to the dispute with the collection agency and have been no help when I have called. Intermedia claims that they can't see anything about my account now that it has been turned over to collections. I called the collection agency on 2/06/2025 and was told that they are waiting on Intermedia to respond.

  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.

  Customer Answer

  Date: 02/20/2025

   
  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: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.

  In April of 2024 we made the decision to sell Intermedia's *************** to our clients. We had already been selling RingCentral but were looking for better support and a more lucrative profit margin - it's clear that Intermedia would provide none of these things and prove to be an absolute ************ stated by Intermedia's *************** Manager - virtually every interaction we had with support was botched in some way. The most recent issues being billing problems, which - by the admission of their own **************** Manger - are just par for the course. Intermedia mis-bills on a regular basis and puts the customer through an absolute living h*** of incompetent humans to try and get it resolved.Most recently we had a client that was stolen from our account by ********************** and given to one of their star resellers "Elevate Technology" (who, ironically, shares the same name as the Private Label solution Intermedia offers). While billing was reviewing our account, they 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.

  Customer Answer

  Date: 12/23/2024

   
  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,
  
  ** *******

  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.

  I decided to switch my phone service after speaking to a sales representative and being reassured that they could successfully import our ****** Contact list of 600+ names. I was told this would not be an issue. I opened a service ticket on July 10th regarding importing the *** file that contained the contacts for import. I was told to change settings on my phone to basically share my contacts with the Unite app. This process shared all of my personal contacts, but what I needed was to share our customer contacts. After multiple calls, emails, and a lot of frustration, a Level 2 support person finally explained that contacts could not be uploaded to the ******************* The 'global' group is what my team uses to communicate with our customers. The process was simply not working for us. I was told I needed to contact the billing department to discontinue the service.I contacted several other services and worked with them to do a proof of concept before deciding to port our business over 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.

  Customer Answer

  Date: 10/20/2024

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

• Initial Complaint

  Date:01/05/2024

  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.

  The company refuses to cancel my account and release my email domain. I have spent over 4 hours being bounced between the billing department and the ********************, each claiming they need action from each other to complete my request. Meanwhile, I'm unable to connect to my customers loosing business by the hour.

  Business Response

  Date: 01/08/2024

  We sincerely apologize for ********************** experience with cancelling his account.  In reviewing our records, the account cancellation was performed on 01/02/2024.  The case with ****************** was escalated to our management team to review the handling of this and coaching opportunities have been identified and assigned to the managers of the agents that did not provide optimal service to *******************  We again apologize for his experience and appreciate that he took the time to provide us with valuable and actionable feedback.

  Customer Answer

  Date: 01/20/2024

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

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Intermedia back in September, and at the time my sales person was ******. When I signed up he mistakenly quoted me under another business name, which I emailed to have him change prior to my account being created. He said he updated the name and we went and signed for the service. One thing he did not make aware to me was the SMS/texting restrictions and I wound up receiving an email in mid-October saying that my SMS service would be disabled. I asked ****** about it and he said he it was news to him, and they were apparently instituting a new SMS policy. At this time, I also found out they never updated my account to show the account was mine, and not under the other business name. I asked them again to straighten this out and they said they did. Now, I am trying to port out my numbers to another carrier and the request was rejected. Why was it rejected? Because the numbers are still assigned under the other business name. Now my port out is delayed, and I am going to be billed another month with Intermedia. The other issue I have is that when I signed up, I signed up to use my own VoIP desktop phone. They for some reason told me I was unable to use it and I had to get one of theirs. It was free, but, if I cancelled service, they would bill me for it. Prior to this issue with SMS, I had no intention of cancelling, so it wasn't a big deal. Now that I am porting out and cancelling, I imagine I am going to get a bloated bill for a phone I didn't want or need. Their website offers a "bring your own phone" option which is what I was trying to do. It seems they have very shady practices all around, and I am not happy with their service and lack of ability to solve problems. They should be refunding me for the loss of SMS capability, and they should take back their phone which I never wanted or needed. And I should not be charged another month for service that I am trying to cancel and can't due to their own employees screwup.

  Business Response

  Date: 12/07/2023

  We sincerely apologize for any frustration **************** has experienced in porting his numbers.  We have been actively working with **************** via support case 6952459 to maintain constant communication with him.  We are currently awaiting his update that the porting was completed.  Rest assured that **************** will not receive any unwarranted charges.  We will ensure he is satisfied with the outcome of our interactions. 

  Customer Answer

  Date: 12/09/2023

   
  Complaint: 20943888
  
  I am rejecting this response because: there is no specific mention of what they are going to do to to make sure I am satisfied. I tried cancelling service yesterday and spoke to 3 different people in a chat as they kept dropping out and transferring me around. I finally called in and was able to cancel, but I had to explain the billing process to the agent on the line to make sure they understood I was paying for service in advance, and should be credited back effective my cancellation date. 

  I would just like clarification on what the plan is to ensure my satisfaction.

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

  Business Response

  Date: 01/02/2024

  We have reviewed the account for **************** and see that porting completed on 12/8/2023 and that the account has closed and there have been no further charges.  The last invoice, #********** for November 1, 2023 to December 1, 2023 was paid on 12/2/2023. We apologize again for any confusion in porting due to the rejection of the receiving porting vendor however we do see that at this time all areas of ******************** needs have been satisfied.  

• Initial Complaint

  Date:11/17/2022

  Type:Customer Service 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.

  They keep harrassing me but never even gave me the service they promised nor did they listen to me about information like address. They say they gave me a package but will not prove shipping.

  Business Response

  Date: 11/22/2022

  Contact Name and Title: ************************* - Team Capt
  Contact Phone: **********
  Contact Email: ********************************
  Hi *******,
  
  I'd like to help you get to the bottom of this. I'm going to provide my contact info so I can gather things like your account number and more specifics about the problem. I will also attempt to give you a call during the day 11/23. Then I'll be able to research the issue to help find out what happened and make things right.
  
  Thanks!
  Intermedia

  Business Response

  Date: 11/23/2022

  We have cancelled any pending charges to **************** and as promised, ****** called **************** to update him on this action. We want to extend our apologies for any confusion or frustration **************** experienced and hope we can serve him again in the future.

  Customer Answer

  Date: 12/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Respectful and understanding.

  Business Response

  Date: 12/16/2022

  We are very sorry to know that **************** does not accept our resolution. We do however wonder if that was mistaken given the comment of "Respectful and understanding." ? If it was not a mistake, we would be glad to hear from **************** what we can do to further satisfy his needs with Intermedia. We are happy to assist in any way we can.

• Initial Complaint

  Date:10/17/2022

  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.

  I have called 6 times to try to cancel this service, each time they put me on hold forever and ultimately disconnect or promise someone will get back to me but they only return with massively inaccurate information and then blame me for not using the proper procedure for cancelling, which is a phone cancellation. I think they are a fraud, stay away from these scam artists!

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/10/25) */ We sincerely apologize for any delays our customer experienced in our work to resolve this issue to his satisfaction. We did communicate with Mr. ****** through our support interactions and we communicated that the account is cancelled per his request and that we have provided the refund/credit that he requested. We once again apologize for any frustration or delay in resolving this. Consumer Response /* (2000, 7, 2022/10/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with the company's response, and with the rep who reached out to me, thank you for listening and fixing the issue

• Initial Complaint

  Date:06/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tried their service and didn't like it, canceled the service during the trial period. Now said to charge me for the hardware(total 462 USD), again did not receive the device and they did not provide any tracking number inquiries.

  Business Response

  Date: 03/17/2023

  We sincerely apologize for any confusion ************ may have experienced as we resolved his billing questions with him.  Our records indicate that for his account, *******, opened in January of 2022 we did resolve his concerns. After being unable to reach ************ by phone, he was emailed on 07/11/2022 that we had credited all charges and terminated the account per his request. This was on case number 6413219.  We have also confirmed with our departments that no notices are being sent to ************ at this time.

  We do see that ************ has a new account with us opened on 02/06/23 and that account is currently past due for $80.33.  That account number is *******.  If ************ would like to resolve that billing issue with us, he may contact our billing department at ************,Option 4 or via email at ****************************.