Complaints

This profile includes complaints for Fusion Connect, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fusion Connect, Inc.

  210 Interstate North Pkwy SE Ste 200 Sandy Springs, GA 30339-2232

  
• 

  Fusion Connect, Inc.

  210 Interstate North Pkwy Ste 300 Atlanta, GA 30339

  
• 

  Fusion Connect, Inc.

  320 Interstate N. Circle SE #300 Atlanta, GA 30339

  
• 

  Fusion Connect Inc.

  420 Lexington Ave Rm 1718 New York, NY 10170

• 

  Fusion Connect

  23250 Chagrin Blvd Suite 250 Beachwood, OH 44122

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:07/27/2023

  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.

  On 11/28/2022 we were notified that our copper based internet/ voice services would be discontinued and we needed to have a replacement order if place by 12/28/22. The month before that our bill was raised significantly without notice (up to $661 per month) so we needed to make a change at any rate. We signed a new contract for a lower amount ($328.34) at the end of December but were notified that they were unable to provide that service after all. They offered a second alternative plan which was even less expensive but again we were told that they couldn't provide it after all. By this time we're into the third option and ready to install in May 2023 but once again the tech said it couldn't be done. At that point the person I was coordinating with at Fusion recommended we find another provider, which we did. All during this 5 month period I asked for a credit towards the bill which would reflect the contracted price but they continued to bill us at the full amount of $677, saying they would credit the difference back when the service was completed. Since they couldn't complete the service they refuse to credit any amount back at all. For 5 months we were misled, signed 3 different contracts at lower prices but billed at the full amount. A billing dispute was filed which was denied by Fusion and they will not return phone calls. I don't believe we should pay the higher amount after we signed the contract for a lesser amount. We would like the difference in pricing to be credited towards the remaining balance.

  

  Business Response

  Date: 08/07/2023

  Fusion Cloud Services, LLC (Fusion) responds to a complaint submitted by ***************************** on behalf of ************* (Complainant) in the above referenced matter.  Complainant requests a service credit equal to the difference between Fusion service charges and Complaints contracted rate for a five month period during which Complaint considered alternative Fusion services, following a Fusion underlying carrier network decommissioning.Complainant ultimately elected not to subscribe to any Fusion alternative service option, resulting in Complainant being ineligible for the requested credits.
  
  On February 17, 2022, Fusion submitted a Section ***** Application to the Federal Communications Commission in Docket No. WC 22-32,notifying the Commission of Fusions proposed discontinuance of certain copper-based broadband T-1 access and VoIP services to a number of subscribers in Washington and other states, following necessary regulatory approvals.   On September 1, 2022, Fusion notified Complainant and other affected subscribers of a rate increase resulting from the network decommissioning, and suggested that subscribers contact Fusion to determine whether more cost effective alternative service solutions were available.  
  
  Complainant subsequently pursued two initial alternative service options with Fusion but in the first instance, Fusions underlying carrier was unable to provide the requested service to Complainants location and in the second instance the Fusion was unable to propose a service alternative that met Complainants Internet speed requirements.  Finally, on March 13, 2023,  Complainant accepted a third **** facility alternative that met Complainants Internet speed requirements and entered into a service agreement with Fusion.  The March 13, 2023 service agreement provided a service rate below Fusions increased rate following network decommissioning.
  
  On April 5, 2023, the **** facility was installed under March 13, 2023 service agreement.  On April 20, 2023, Fusion informed Complainant that a new modem would be required at Complainants premises to enable proper functioning of the circuit, and on April 26, 2023, Complainant agreed to have the modem installed.
  
  During the April 26, 203 modem installation, Complainant rejected installation, again maintaining that the speed requirements were inadequate. On April 27, 2023, Complainant informed Fusion that service would be pursued through another provider, thus voiding Fusions March 13, 2023 service agreement. Upon voiding of the March 13, 2023 service agreement, Fusion reverted to assessment of the increased service rate that had resulted from network decommissioning.  Complainant then filed a billing dispute with Fusion.
  
  On May 3, 2023, Fusion denied to Complainants billing dispute, advising Complainant that the lower rates would have gone into effect retroactively upon consummation of the agreement.  As the new service agreement was voided following Complainants refusal of the new modem,the lower contracted rates never applied.   By voiding Fusions service agreement, Complainant became ineligible for the billing credits Complainant seeks. .

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20384155
  
  I am rejecting this response because: 

   

  We did not receive an email from BBB with the answer regarding our complaint with Fusion.  After seeing their response on your website from 8/07/2023 we strongly disagree and reject their answer.  Our complaint was originally filed on 7/27/2023.  Complaint ID number is 20384155.

   

  What they fail to address is the fact that after three attempts on our part to continue with Fusion, they misled us on the product they were offering as the replacement.  We were forced into a situation where we had to continue paying their exorbitant price increase for 5 months.  If they had been upfront from the beginning and let us know the replacement solutions were nowhere near what we needed for our business to function, we would have switched to another provider in January.  Ultimately it was a Fusion rep that told us we needed to find another provider when the installation tech said they were unable to provide a functional service to us.  In our opinion, it is Fusions responsibility to at the very least offer us a discounted price for the months they took to figure this out.

   

  Thank you,

   

  *****************************

  *************

  ************

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

  

  Business Response

  Date: 10/13/2023

  Notwithstanding that on August 14, 2023 the BBB closed this complaint, Fusion Cloud Services, LLC (Fusion) responds to Complainants rejection of Fusions August 7, 2023 response to Complainants original complaint.
  
  Complainant alleges that Fusion misled Complainant regarding suitable replacement services following Fusions underlying carrier decommissioning of its legacy network serving Complainants location. Complainant alleges further that Fusion forced Complainant into a situation of paying exorbitant prices for five month, and maintains that Fusion should have been upfront regarding suitable replacement services.  Fusion reiterates the basis for its denial of Complainants billing dispute and allegations.
  
  Following its network decommissioning notice to Complainant,Fusion provided Complainant with two alternative service options to replace the Complainants decommissioned-network based service.  Fusion subsequently determined that its underlying carrier would still be unable to provide the first alternative service to Complainants location following the carriers legacy network decommissioning. Fusions second proposed alternative service did not meet Complainants broadband speed requirements, which Fusion could not have anticipated at the time the proposal was made.  In both instances, Fusion offered good faith service alternatives based on the known circumstances at the time in an effort to meet ******************** needs.  Complainants characterization of Fusion having misled the Complainant is misplaced as this characterization presumes that Fusion had foregone knowledge that the proposed alternative services were unviable for Complainant .
  
  Fusion then proposed a third alternative service at a rate lower than Complainants original service rate, and installed the service, only to have Complainant reject the service as again not meeting Complainants speed requirements.
  
  Fusions proposed service alternatives were in each instance based on the information available at the time, in an effort to continue serving Complainants account.  Had ********************** known that its first alternative could not be provided and that the second and third alternative services would not meet Complainants speed requirements, Fusion would have simply so advised Complainant.   Complainant does not indicate if she had considered service from other providers while evaluating Fusions proposed service alternatives, but certainly could have done so and ultimately selected another provider.  This belies Complainants allegations that Fusion had somehow forced Complainant into paying exorbitant fees for five months.    

• Initial Complaint

  Date:06/30/2023

  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.

  We had asked for services to be disconnected in September 2022 and continued to pay until October 2022. We called and were told we had been disconnected. In December of 2022 received another bill, called again as was told we were disconnected and had a credit on the account. On 6/19/23 we received an invoice showing a credit of $739.77. On June 30, 2023 we received another invoice for $2,143.67. When we called we were told by a rep at the company (who was rude and not helpful) that we still had a line an email with them that did not get disconnected in the first disconnection. First time they had told us this. And first bill we had received for this. They rep on the phone stated that we could begin the disconnect process and then file a dispute with them for the money owed. But we dont owe them anything. They still owe us the $797.80.

  

  Business Response

  Date: 07/10/2023

  Fusion Cloud Services LLC (Fusion) responds to a complaint submitted by ******************************* (Complainant), in the above referenced complaint.
  
  Complainant disputes Fusion invoices applicable to services that Complainant states were disconnected in September 2022.  
  
  On February 17, 2022, Fusion submitted a Section ***** Application to the Federal Communications Commission in Docket No. WC *****, notifying the Commission of Fusions proposed discontinuance of certain copper-based broadband T-1 access and VoIP services to a number of commercial subscribers in ******** and other states, following necessary regulatory approvals.   
  
  Fusion then contacted Complainant and other affected subscribers directly, informing affected subscribers of the decommissioning of subscribers copper-based services beginning September 28, 2022.  Fusion urged subscribers to contact Fusion to discuss alternative services.  Complainant subsequently ported some, but not, all lines under the account.  On December 7, 2022, Complainant requested that Fusion terminate remaining services on the account.
  
  On June 29, 2023 Complainant contacted Fusion to initiate a billing dispute regarding charges, which are the subject of Complainants complaint.  Following a review of Complainants account, ********************** discovered that although a portion of the services that Fusion had provided to Complainant were subject to network decommissioning, certain services, including email hosting, were not.  Those services remained on the account and continued to be subject to monthly recurring fees pending confirmation from Complainant that those service were to be disconnected as well.
  
  On the basis of Complainants Complaint, it became apparent that Fusions continued provision of non-decommissioned services on the account was based on *********************** misunderstanding that Complainant intended that all account ******************** be terminated rather than the Complainants election not to replace decommissioned services only.    Fusion has fully credited all charges on the account,accordingly.  Complainants account has a zero balance.  Fusion apologizes for the charges that were inadvertently made on Complainants account and for any inconvenience caused.

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20258585
  
  I am rejecting this response because: They owe us over $700.00 in credit.  Are they sending us a refund?
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/11/2023

  Fusion Cloud Services LLC (Fusion)responds to ******************************* (Complainant) July 11, 2023 rejection of Fusions July 10, 2023 response (Response) to Complainants complaint, in the above referenced matter.
  
  Complainant rejects Fusions Response, alleging that Fusion owes Complainants account $700.00 in credits,without providing supporting documentation beyond Complainants original unsupported claim of $797.80 in credits.  Fusion disputes Complainants allegation.
  
  On November 14, 2022, Complainant paid $696.23 in charges for service through November 20, 2022.  Fusions credit applies to all charges that had remained on the account following Complainants final payment and subsequent account termination in December.
  
  Importantly, as noted in Fusions Response, Fusion has fully credited all charges on the account and ********************** is owed nothing from Complainant account, as Complainant acknowledged in the original Complaint.  

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20258585
  
  I am rejecting this response because: They owe us money.  Attached are the supporting documents for credit.  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/20/2023

  Please be advised that Fusion was not informed of Complainant's July 12, 2023 second rejection, of Fusion's response until today, July 20, 2023 as the chronology of the complaint reflects.  Fusion is reviewing Complainant's second rejection.

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20258585
  
  I am rejecting this response because: It is not resolved.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/31/2023

  On July 20, 2023, Complainant reiterated her allegation that Fusion owes ****************, based on Fusions May 20, 2023 invoice, attached to Complainants July 12 response.  Contrary to Complainants allegations,Fusions May 20, 2023 invoice is not dispositive of the **************** final account balance.
  
  Fusions July 10, 2023 response detailed the relevant history of the account:   On December 7, 2022, Complainant requested that Fusion terminate **************** account; On January 21, Fusion mistakenly credited charges September 29, 2022, the date when **************** initiated cancellation of some, but not all of its services.  This is the credit appearing on Fusions May 20, 2023 invoice provided by Complainant. On June 2, 2023, Fusion reassessed $2,143.67 to **************** for services provided through the December 7, 2022 account cancellation date to correct the error.  This resulted in $1,461.93 charge to ****************,which has been waived resulting in a zero balance, as reflected in  **************** June 20, 2023 invoice and the account register, attached.
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20258585
  
  I am rejecting this response because: We had requested to be completely disconnect from Fusion in September 2022.  Fusion did NOT disconnect all and kept something still active.  In December 2022 Brolite Called Fusion and they told us that it was supposed to be disconnected, but had not and he would take care of it.  Then we received the invoice with the credit on it.  It was a couple of months and then we started receiving invoices again.  Just received another invoice this morning in the mail. And still looks like they some sort of recurring charges on this one.  Fusion is a horrible company and keeps charging you long after you ask for them to disconnect you.  I want other Consumer to know before they give money to this greedy company.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/01/2023

  Fusion Cloud Services, LLC (Fusion) responds to Complainants third rejection of Fusions July 31, 2023 response. Fusion reiterates that Complainants account has been terminated and Complainant owes nothing.  Fusion determined that **************** automated billing was generated due to a $0.04 charge that appeared on the account before the $0.04 charge and all associated charges had been credited.  Again, Fusion regrets the any inconvenience and Complainants experience with Fusion. Notwithstanding the foregoing, Complainants characterization of Fusion is entirely misplaced.   The issues raised by Complainant through this complaint were unintentional and fully resolved.  Fusion now maintains this matter to be closed.

  Customer Answer

  Date: 08/01/2023

   
  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.  I do however want Fusion to know that the company is not friendly or easy to work with.  I tried to be very polite and kind.  I also know that Fusion is known for bad service and that I am not the first to complain.  Thankful we no longer have to deal with them.  And it's sad that I couldn't get this resolved without have to get BBB involved.  When dealing with them alone, they do nothing. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/29/2023

  Fusion has cancelled all services and applied remaining credits, as stated in its August 1, 2023 response to Complainants rebuttalin this matter.   Complainant continued receiving invoices due to a remaining charge that had not yet been automatically credited to Complainants account.   Following crediting of the charge, Complainant should no longer receive Fusion invoices.

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20258585
  
  I am rejecting this response because: This is a lie.  We didn't owe anything and it takes over a year to credit our account.  Please stop harassing us with the invoices.  This is ridiculous.  We should NOT be recieving any sort of invoices from them.  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/13/2023

  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.

  We terminated our contract with Fusion Connect (Account#: ****** Name: WillMax BT ****** LP) at the end of its term in April 2022. We gave proper notice and ultimately ended up with a credit balance on our account of $251.09. I have contacted Fusion approximately 20 separate times inquiring about our refund. According to Fusion personnel, a check was issued at some point, but we did not receive it. After 14 months, we still have not received the refund. Personnel at Fusion, although helpful and polite, cannot give me any new information, a timeline, what next steps are, or alternate people to speak with in order to resolve the matter. We just want our refund check sent.

  

  Business Response

  Date: 06/23/2023

  Fusion Cloud Services LLC (Fusion)responds to a complaint submitted by *************************** on behalf of WillMax BT ********************** in the above referenced matter.  Complainant maintains that a $251.09 refund has remained pending and seeks payment. On August 11, 2022, a refund check in the amount of $251.09 was issued to WillMax BT Brook *** addressed to P. O. Box 2022 43 *********, ** ***** and sent via priority mail.   There is no record of this check having been cashed.  On June 14, 2023, Fusion contacted Complainant to confirm the mailing address, found to be the same address to which original payment was sent.  On June 20, 2023, a new refund check was issued to Complainants attention.  It is unclear why the original check was not received by Complainant. 

  Customer Answer

  Date: 06/27/2023

   
  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.  Additionally, I have finally received the refund check.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair 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.

  On 8/9/2022 I signed an agreement to upgrade my existing phone service with Fusion. Fusion sent me an initial request for additional phone information. Upon review of the request, it became apparent that my business could not accommodate this update because of company regulations and significant additional fees that I would sustain. I immediately notified Fusion on 9/14/22 that I could not execute the new agreement and that I would continue my existing contract that was in effect. Fusion did not supply me with any new equipment or service associated with this new contract nor did they incur any expenses. I maintained my existing contract with them in excellent status. As a small businessowner, I feel that the termination fee of $5425 plus interest of $1085 is unconscionable and would place undue hardship on my business. I am hopeful for a **************** of this matter that will serve Fusion and future customers well.

  

  Business Response

  Date: 05/18/2023

  Fusion is in receipt of this complaint.  Once the review is complete Fusion will respond accordingly.  

  Customer Answer

  Date: 05/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I understand that it is being investigated and a response will be given. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/30/2023

  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.

  Our Account number is *********** account was request for disconnect on 07/06/2022 Disconnect Date: 09/06/2022 Work Order ****** Hi there, I hope all is well. We have made numerous attempts to cancel the Fusion ************** We have followed the protocol and procedures and cancelled with their allotted time window. Our initial request for disconnect was 07/06/2022.As we approached 09/06/2022, we called prior month 08/08/2022 and to confirm status. Each time a Fusion representative stated we are good for termination / disconnect, even providing the Work Order ******.Unfortunately, something happens at Fusions and the monthly Bill started billing again. On Nov 30, 2022 - We received random new charges in the amount of $1550.29.. We open a new Dispute Case Tracking - AN10154795 with a representative - *********************. *************************************** On Dec 1, 2022, ***** Informed us the total time would take ***** days for resolution.On Dec 29, 2022, we received another invoice in the amount of ******. Totaling - *******. We email ***** to confirm status. No Answer.On Jan 5, 2023, ***** confirms she will add that amount to the dispute.On Jan 30, 2023, we received another for ******. Totaling - $2137.97. We email ***** too. No Answer.We are concerned no one at Fusion will resolve this bill and keep attempt to bill us. We have stop using their email services more than 1 year ago. We would like to make sure our account is zero out and we owe nothing.

  

  Business Response

  Date: 02/08/2023

  Fusion ***** Services, LLC (Fusion) responds to a complaint initiated by ************************ (Complainant) in the above-referenced matter.

  Complainant states that Fusion began billing Complainants account on November 30, 2022 following account disconnection in September 2022 and subsequent Fusion confirmation that the account had been disconnected.  An investigation into the account history confirms that Fusion erroneously began billing the account in November 2022, though there is no clear indication why billing was reinitiated.
  
  Fusion confirms that the account has been fully disconnected and that all charges on the account have been removed.  Complainant owes nothing.  Fusion apologizes to Complainant for any inconvenience and appreciates the matter having been brought to Fusions attention.

  Customer Answer

  Date: 02/08/2023

  Hi there,

  We like to wait another 60 days.  They kept saying its been solved but we still get a bill.   

  We are concern that they will kept attempting to to bill **.

  Unless they can email us letter with their tracking number stating the **** is not responsible for any charges as the account has been closed.   

  

  Business Response

  Date: 02/10/2023

  The additional information referenced in the BBBs February 9, 2023 message in this matter is identical to that submitted by ************************ (Complainant) on January 31, 2023 and to which Fusion ***** Services, LLC (Fusion) responded on February 8, 2023.  Since submission of Fusions response, Complainant has contacted Fusion and confirmed that all charges have been cancelled and credits applied.  No further response is required, accordingly.

  Customer Answer

  Date: 02/10/2023

  Hi there,

   

  We received this email on Feb 8th 2023 at 1:37 PST:

  'Hi ******,
  
  I touched base on this and was advised that the dispute has been updated by the manager and our Regulatory team will be responding to the Better Business Bureau complaint soon.  I can confirm it is in progress.
  
  
  
  *********************
  Customer Solutions Specialist | ********************
  *************** | *****,*************************************'

  Their response is "in progress" which means we will have to wait.   We like to get confirmation that they have finished whatever they need to make sure we no longer get billed.  Thanks again!

  

  Business Response

  Date: 02/20/2023

  On February 8, 2023, Fusion ***** Services, LLC (Fusion)responded to a complaint initiated by ************************ (Complainant) in the above-referenced matter. Fusion stated that an investigation into the account history confirmed that Fusion erroneously began billing the account in November 2022, though there was no clear indication why billing was reinitiated.  Fusion confirmed that the account had been fully disconnected and that all charges on the account had been removed. Fusions response remains unchanged

  Customer Answer

  Date: 02/20/2023

  Hi there,

   

  Thank your your information.   We have not gotten confirmation from Fusion that they account has been disconnected.   All we have received is 

  -----

  From: ********************** <************************************************>
  Sent: Wednesday, February 8, 2023 1:37 PM
  To: ********************* <************************************>
  Cc: ***************** 3SP Services <**************************>
  Subject: RE: [External] RE: ************************************************************* #*******
  
  CAUTION: External Sender - This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  Hi ******,
  
  I touched base on this and was advised that the dispute has been updated by the manager and our Regulatory team will be responding to the Better Business Bureau complaint soon.  I can confirm it is in progress.
  
  
  
  *********************
  Customer Solutions Specialist | ********************
  *************** | *****,*************************************
  
  www.FusionConnect.com
  To recognize a member of the Fusion Connect team for outstanding service, email us at **********************************.

  ----

  We would like confirmation from them that they will not be invoice us anymore. 

   

   

  

  Business Response

  Date: 02/23/2023

  On February 8, 2023, Fusion ***** Services, LLC (Fusion)responded to a complaint initiated by ************************ (Complainant) in the above-referenced matter. Fusion stated that an investigation into the account history confirmed that Fusion erroneously began billing the account in November 2022, though there was no clear indication why billing was reinitiated.  Fusion confirmed that the account has been fully disconnected and that all charges on the account had been removed.  On February 20, 2023, Fusion again responded to the BBB noting the above. Fusions response remains unchanged. Fusion directs complainant to her final invoice as evidence that nothing further is owed.  Fusion will not respond to any further inquiries on this matter. 

• Initial Complaint

  Date:09/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 16th of 2022 we have received an email that Fusion Connect/Megapath will be suspending online calling service UC-One as of July 1st of 2022. 90% of our business are phone calls made from computers using this software. We spent last 10 month changing and adjusting to use UC-One. We contacted Fusion/Megapath asking about any alternative to UC One. They didn't have any solution directing us to use Webex on-line meeting service. Webex doesn't work for our company specific phone and communication system and we had to immediately find and move our busines to another VOI provider called Ring Central causing multiple disruptions in service and loss of business. After we transferred our VOI services we contacted Fusion/Megapath asking if it will be Ok to discontinue services at the end of the month since we are on month to month payment plan. We kept the account for an extra month to insure that our phone numbers are ported. Few weeks after we closed the account Fusion/Megapath without any notification withdraw $3321.33. We contacted them trying to find out why this amount was debited from our back account and we were told that it was early termination fee. We were with Fusion/Megapath since 2016-2017 on moth-to month. The only change we have made was adding UC *********** to one of our lines about 10 month ago. During multiple conversation prior to canceling the account nobody from Fusion/Megapath notified us about any possible early termination charges. Yesterday we have received an e-mail that the case is closed and $3321.33 will not be returned.

  

  Business Response

  Date: 09/27/2022

  Fusion ************** LLC (Fusion fka Megapath) responds to the above reference complaint submitted by ********************* on behalf of AIB (Complainant) in the above-referenced matter.  
  
  Complainant  disputes a $3,321.33 early termination fee, on the basis that Complainant has been subscribing to Fusions service on a month-to-month basis since an unspecified date in 2016 or 2017.  Fusion disputes Complainants allegations.
  
  Background. On March 5, 2015, Complainant signed a service agreement, evidenced by Complainants signature below.
  
  
  On July 5, 2016, Complainant signed a second service agreement for an additional T1 circuit.
  
  The top paragraph of the signature page in both agreements contains a provision marked Legal Please Read Carefully. This provision states that Subscribers order for ******** Services are subject to the terms contained herein and to ********s Terms and Conditionswhich are hyperlinked in both agreements.  The referenced Megapath Terms and Conditions include provisions governing automatic agreement renewal,notification of service agreement termination, and early termination and associated fees, as reflected below.   As set forth in the Term and Termination provision, the subscriber can terminate this Agreement or any Service for any reason at the end of a ************************ Term or Renewal Term . By providing at least thirty (30) days notice.
  
  
  
  On November 1, 2021, April 28, 2022, May 17,2022, and on June 3, 2022 Fusion notified affected subscribers of record that Fusions UC *********** would no longer be available.  Fusion offered a free upgrade to a WebEx software application having virtually identical functions to Fusions UC ***********.
  
  On June 24, 2022, Complainant contacted Fusion to request service termination for all but one access line, that Complainant indicated would be ultimately ported to another provider.
  
  Response. Complainant states that (presumably) following receipt of June 2022 service termination notices, Complainant contacted Fusion/Megapath asking if it will be Ok to discontinue services at the end of the month since we are on month to month payment plan.  To the extent that Complainants account had been on a month-to-month basis, Complainant would not be subject to an early termination fee.  Yet following a thorough review of Fusions account records, there is no indication that Complainant terminated either of the two service agreement within the 30 day service agreement termination date window as set forth under Fusions agreement terms and conditions.  Unless Complainant produces evidence that notice of accounts service agreement termination was provided to Fusion in accordance with Fusions terms and conditions termination provisions, the agreement early termination fee remains valid and is due. 

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18032539
  
  I am rejecting this response because:

  1. The reason for service cancelation for ************* **** was that the Fusion Connect terminated the service/support of the ** One software making it nearly impossible for our business to continue using Fusion Connect as a service provider.

  2. It took almost two month and multiple phone calls to port our phone lines and cancel the service. Not even once we were warned that early (since 2016) charges might occur. We demand the full refund.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/29/2022

  Fusion ************** LLC (Fusion fka Megapath) responds to ************* Inc.s (Complainant) rejection of Fusions September 27,2022 response to Complainants complaint in the above referenced matter.
  
  Complainant not only disputes Fusions early termination fees but now demands a full refund of charges for an unspecified period of time.  Complainant maintains that its service termination was predicated on Fusions ** One software deactivation, the length of time required to port phone lines, and Fusions not informing Complainant that charges might occur understood to mean that early service contract termination charges would apply.  Complainants response does not justify the early termination fee waiver and payment refund Complainant demands.
  
  Fusion acknowledges that Complainant elected to change service providers due to Fusions ** One software deactivation.   Yet Complainant rejected Fusions ** One WebEx software replacement out of hand as there is no record of Complainant having requested the free WebEx software even as a trial.   Fusion would not have offered the WebEx software as an alternative if the software was incapable of performing like functions. Fusion first notified Complainant of the ** One software deactivation in November 2021, five months prior to the service agreement termination date,which accorded Complainant ample time to trial the WebEx software at no cost,had Complainant elected to do so, or to anticipate terminating the service agreement.
  
  All port requests are completed within 45 days of the port request, as quoted to all terminating subscribers.    Complainants service was ported within the  standard 45 day window.
  
  Fusion reiterates that the terms and conditions regarding service agreements are clearly established within its service agreements as reflected in Fusions response.  It is the subscribers responsibility to review and comply with service terms and conditions without ongoing reminders.

  Customer Answer

  Date: 09/30/2022

   
  Complaint: 18032539
  
  I am rejecting this response because:

  We have never received any notifications from Fusion Connect about service cancelation of UC One until June of 2022.

  
  WebEx is an online meeting software and does not support a click-to-dial feature which is necessary for our business.

  
  We will agree to pay Standard Recurring Charges till August 1st,2022. But all so called Early Cancelation Fees must be credited back to our account in full.
  Considering that we were a dedicated customer since 2015 its obvious that the only reason for cancelation was a suspension of the ************** initiated by the Fusion Connect without proper notification causing loss of business, additional expenses of buying new equipment and time to train employees to use a new software.

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

  

  Business Response

  Date: 10/04/2022

  On September 27, 2022 and again on September 29, 2022,Fusion ************** LLC (Fusion fka Megapath) submitted detail responses to Complainants complaint including, among other things, a copy of the section from Complainants signed agreement with Fusion where Complainant agrees to Fusions terms and conditions.  Those terms and conditions make clear the applicability of early termination fees if the service agreement is not cancelled within the agreement termination window.  Fusions response also states that on November 1, 2021, April 28, 2022, May 17, 2022,and on June 3, 2022 Fusion notified affected subscribers of record that Fusions UC *********** would no longer be available. 
  
  Complainants rebuttal alleges that the only UC One termination notice received was not received until June 2022.  Complainant's allegation serves as the basis for claiming that early termination fees should not apply.  Fusion sent out no less than four notices to affected subscribers over the course of more than six months specifically to give affected subscribers ample opportunity to consider options, as evidenced by the attached notices.  Each notice was sent to Complainants email of record, ******************** is unclear why Complainant claims that only one UC One notice cancellation was received, and then only in June 2022.  Complainants second rebuttal otherwise provides no further evidence as to why the Fusion service terms and conditions, including early termination, to which Complainant agreed should not apply.     
  
  Fusions service agreement is meant to provide subscribers with the benefit of significant rate reductions over month-to-month service in return for an annual service commitment.  Though the WebEx feature did not apparently meet Complainants needs, had Complainant terminated service within the termination window, no early termination fees would have applied.  

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18032539
  
  I am rejecting this response because:

  I do not see this conversation is going anywhere. 

  As it was stated earlier we will not withdraw this complaint until all so-called Early Termination Charges will be returned to our account.

  Reasons:

  1. Customer since 2015.

  2. Cancelation of the ** One.

  3. No proper notification. (you should have sent a fax or call).

  4. No equal replacement to ** One (WebEx does not have needed service to operate).

  Sincerely,
  

  
  *********************

  

  Business Response

  Date: 10/07/2022

  Complainant has provided no further evidence to support repeated allegations.  Fusions previous responses remain unchanged.  Fusion will not respond further. 

• Initial Complaint

  Date:08/12/2022

  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.

  I have been attempting to switch my service for the ****************************** to monthly and cancel the auto renewal since early this year. My original contract with Megapath requires a written notice of cancellation. I contacted Fusion to get a proper mailing address for the notice and was told that I could only make such a request by calling a telephone number I called to switch to 30 days notice and I was told to call back. I called on 6/24/22 and requested to switch and I was told it was too late. I asked to speak to someone else and was transferred to ******************* in ***************** ***** said that he would research and call me back. I received an email on 6/27. ***** said that it was too late to switch the service and that there was no record of my previous calls. I asked when I would need to call and he said call by 6/26/23. I responded that I needed some additional clarification on this since I had called before 6/26/22 I should have been in time. I asked to speak with his director (****) that had made the final decision and I was told that **** would call me back. I have called and emailed several times since 6/27 and have not had a response to my questions. My last call was on 7/29/22 at 4pm and ***** informed me that I was unable to speak with or leave a voicemail or email directly ****. He stated that he would send another message that I was awaiting a call. Each time I provided my cell phone number. It has been 7 weeks of emails and phone calls and voicemails and no response. I have been a customer of Megapath/********************** for 7.5 years. Common courtesy and basic customer service should afford me a call back.

  

  Business Response

  Date: 08/29/2022

  Fusion LLC (Fusion, which includes former **************** subscribers) responds to a complaint submitted on behalf of ********************* (complainant), in the above referenced consumer complaint.
  
  Complainant states that the accounts June 24, 2022 request to terminate a Fusion service agreement auto renewal provision in favor of a month-to-month agreement was rejected by Fusion because the request had been made outside of the agreement termination period, despite complainants efforts to terminate the provision prior to that time.   Complainant states further that despite repeated efforts to subsequently discuss the matter with the responsible Fusion director, her requests went unanswered.
  
  Fusion acknowledges that Complainant initiated contact with Fusion on January 3, 2022 to request a copy of the accounts terms and conditions. Complainant had also sent an email request for the agreement on December 30, 2021.   In response to Complainants requests, on January 3, 2022, Fusion provided a copy of the requested service agreement terms and conditions to Complainant.
  
  Complainant maintains three active Fusion service agreements; 1) A cable circuit agreement carrying a  June 19, 2022 renewal date, 2) an ethernet circuit that is already provided on a month-to-month basis, and 3) a managed WIFI agreement carrying a June 26, 2022 renewal date. 
  
  According to *************** and Termination, of the Companys Terms and Conditions provided to Complainant on January 3 (and at the time of the original subscription),Unless Subscriber provides notification in accordance with the Fee Schedule and Services Exhibit at least thirty (30) days, but no more than forty-five (45) days, before the end of a Services Term (defined below) that Subscriber:1) does not intend to renew, or wishes to cancel the Agreement; or 2) wishes to extend the Term of the Service for a multi-year term or on a month-to-month basis, then the Services will automatically renew for subsequent terms of one (1) year (each such extension or renewal, a *************** Term).
  
  Complainant maintains that she was told to call back on this date [June 24, 2022] to remove the auto renew.  It is unclear why Complainant believed that June 24 was the date on which to call Fusion as the terms and conditions expressly require a minimum of thirty days notice. At the time of Complainants June 24, 2022 request to terminate the term agreements, the thirty day termination notice period established under the service terms and conditions had already been exceeded by nearly thirty days. Fusions customer care representative so advised Complainant at the time of Complainants June 24, 2022 call.
  
  In response to Complainants request to speak with Fusions director, the director returned Complainants calls on July 12, 2022 at 1:15PM and again on August 24, 2022 at 2:25PM, but was unable to reach customer by phone.

• Initial Complaint

  Date:07/20/2022

  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.

  After many years of bad service (both bad telecom service and horrible customer service), we discontinued our service with Fusion on 5/23/22. They have acknowledged the discontinuation.In June, we received a **** for service from 6/1/22 to 6/30/22. We contacted them to let them know the service had been discontinued on 5/23/22. At that time they told us that the June **** would be credited out but that it takes a few billing cycles for it to happen. We were told we could ignore the ****.A few weeks later, we received a ******* letter for the June ****. We contacted them again and were told the same thing.Yesterday, 7/19/22, we received yet another ******* letter for the June ****. We contacted them again and they sent us the following explanation:"*** contacted us and opened a **** dispute on the account on 6/24/22. *** is not an authorized contact on the account, therefore I cannot go into detail with her, so relaying the information to you. We were contacted on 5/23/22 to disconnect service. The timeframe to disconnect and remove billing is 45 days. We did not disconnect and remove the billing until 7/22/22. Due to a billing error your June invoice did not reflect any charges on the account, although it should have reflected charges from 7/1/22 through 7/21/22. This error was corrected and on your July invoice, you will see charges from 7/1/22 through 7/21/22. You will also see a credit of $91.88. This credit covers the billing from 7/7/22 through 7/21/22. You will be responsible for the charges from 7/1/22 through 7/6/22."The contract I have does not include a "45-day disconnect period". I responded to their email within 10 minutes of receiving it, but they closed the service ticket immediately after sending the email, so my response was rejected.They also apparently blocked my account login as it no longer works and when I try to recreate it, I get the message that our phone number doesn't match our account number.

  

  Business Response

  Date: 07/29/2022

  Fusion LLC (Fusion) responds to the above referenced complaint.
  
  Complaint.  Complainant maintains that the account was erroneously billed for service in June and July 2022,albeit with a corrected invoice, despite Complainants termination of service on May 23, 2022.   Complainant disputes Fusion charges after May 23,2022.
  
  Response. The 45 day service agreement termination period Complainant references applies through Fusions underlying Basic Terms and Conditions, (see, https://www.fusionconnect.com/hubfs/8888490/pdfs/legal/Fusion%20Basic%20Terms%20and%20Conditions.pdfreferenced). 
  
  Article 2, page 1 of Fusions Basic Terms and Conditions establishes that, with the Initial or *************** Term being collectively referred to herein as the Term unless a Party provides the other Party written notice of termination at least forty-five (45) days prior to the expiration of the then current Term (the Termination Notice Period).  In all cases, billing for a Service will continue until the end of the Termination Notice Period.
  
  On April 2, 2019, Complainant signed a service order that included the following statement, immediately above Complainants signature block:
  
           LEGAL PLEASE READ CAREFULLY
  
           This Service Order and Customers use of the Fusion Services are subject to the terms of the ************** Agreement between Fusion and Customer, or, in the absence of such an ********************************* Basic Terms and            Conditions found at http://www.fusion connect.com/legalapplicable to the Services describer herein.
  
  The 45 day termination period provision is necessary to enable Fusion to complete account operations and billing coordination necessary to terminate the account. 
  
  By signing the service order, Complainant acknowledged applicability of the Basic terms and Conditions to ********************* including the 45 day termination period. When Complainant terminated service, Complainant was reminded of the 45 day termination period consistent with Fusions Basic Terms and Conditions, as subscriber acknowledges. Notice of termination does not equate to immediate account termination, as Complainant appears to maintain.   Service remained available to Complainant and service charges continue to apply through the account 45 day termination period,as set forth in Fusions Basic Terms and Conditions.  

• Initial Complaint

  Date:05/12/2022

  Type:Service or Repair 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 was notified by your company on May 2, 2022 regarding an alleged debt that you believe we owe. I do not owe this debt because we were no longer under contract with your company for the voice portion of our arrangement. Upon our cancellation of your services we were charged a cancellation fee even though we were on a month to month arrangement. We were still under contract for our **** services through July 2022 and that cancellation fee has already been paid to you. If you review the notes on our account you will see many interactions recorded in both 2020 and 2021 of me talking to *****, **** and ***** (all at different times) asking the proper cancellation procedures and timing. I was given a small window of time to contact you to cancel the auto renew. I contacted you within that small window successfully being placed on a month to month arrangement for our voice services. On the day we cancelled all services with you (in February 2022) I spoke with ***** because the cancellation department was stating that we were going to owe a voice cancellation fee. ***** said not to worry about it because I was NOT under contract for our voice services and that if there was a cancellation fee on my final **** to put in a dispute. Well I did that, but they did not look far enough back in our notes and assumed that the voice contract ended in July 2022 along with the **** contract, but this is not accurate, the voice portion was on a month to month at this point.To make matters worse, I have reached out 3 separate times asking for a fed ex return label and a list of what equipment you would like returned. That department said if I dont get a label they dont want anything back. Well I have not received a label yet, and they are charging me for not returning the equipment. Again, I ask that you remove that charge and send me a label and a list of what you would like returned. All of the equipment is sitting on my desk ready to go out.At this time, I believe

  

  Business Response

  Date: 05/27/2022

  Fusion LLC (Fusion) responds to a complaint submitted by ********************* (Complainant) in the above referenced matter  Complainant maintains that his voice services account is not subject to an early termination fee (ETF) as the service agreement has terminated and service is now provided on a month-to-month basis.  Complainant relied solely on a verbal representation that Complainants voice services agreement ended in ********************************************************************** February 2022. Although the voice services agreement was in effect at the time Complainant cancelled service, Fusion is waiving Complainants early termination fee.
  
  Attached is a copy of Complainants voice services agreement.  This agreement terminates on July 1, 2022.  Pursuant agreement basic terms and conditions, http://www.fusionconnect.com/hubfs/8888490/pdfs/legal/Fusion%20Basic%20Terms%20and%20Conditions.pdf,Article 2, The initial term for each Service shall be set forth in the applicable Service Order (the *************** Term). The *************** Term for a Service shall begin on the date that Fusion notifies Customer that the Service has been installed or activated (Service Activation Date). Except as otherwise noted in the applicable Service Addendum, the term of each Service Order shall automatically continue in full force for successive one (1) year renewal terms (each a *************** Term, with the Initial or *************** Term being collectively referred to herein as the Term) unless a Party provides the other Party written notice of termination at least forty-five (45) days prior to the expiration of the then current Term (the Termination Notice Period). In all cases, billing for a Service will continue until the end of the Termination Notice Period. In the event that Customer provides notice of non-renewal or requests that the Services continue on a month-to-month basis, at the end of the then current Term, Fusion reserves the right to increase Customers pricing automatically without notice. Fusion may modify the monthly recurring charges for Services at any time upon no less than thirty (30) days notice to Customer."
  
  Contrary to Complainants understanding, Complainants voice services remained under the terms of the service agreement through July 1,2022.  Complainants February 2022 service termination request was made more than 45 days from the agreement termination date, engendering the early termination fees.  Complainant was regrettably misinformed regarding his voice service agreement termination date.  Nevertheless, subscribers ultimately remain responsible for meeting the established terms and conditions of their agreements.  
  
  In recognition of the circumstances leading to Complainants early termination, Fusion is waiving the early termination fee and has so informed Complainant.
  
  Regarding equipment return, Fusion is coordinating with Complainant for equipment return and is crediting related charges once the equipment is returned.

  Customer Answer

  Date: 05/31/2022

   
  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,
  
  *********************