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:02/19/2025

  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.

  Canceled service within the terms of the contract in writing. Their representatives did not process or communicate with us. Therefore continued to provide service and charge us. Now they are attempting to collect a debt for service we canceled. Attaching the first communications with Fusion however, we have many more in support of our attempts to resolve. Our company was acquired in Jan. 2021 and they claimed we, the new owners, were not authorized to cancel this service.

  

  Business Response

  Date: 03/10/2025

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

  Now, more than a year and a half following account termination, Complainant maintains that Service was cancelled in accordance with the terms of ******************** agreement with Fusion, but that Fusion continued to bill ************ account for service and has not been responsive to ************ associated inquiries.  Complainant includes a copy of its February 1, 2023 letter indicating its intent not to renew service its agreement upon the May 6, 2023 expiration date of its Fusion service agreement and email transmittal (Notice of Intent), and  its June ****** Fusion Service Renewal Amendment. ************ requested relief is not stated. As set forth below, ************ Notice of Intent not to renew its agreement did not constitute a request to terminate service that was not forthcoming until late May and the first of June.  Fusion continued billing Complainant for service until ******************** was transferred to another provider and the account closed.

  Fusion acknowledged receipt of ************ February 1, 2023 Notice of Intent, though notes that ******************** agreement termination date was June 3, 2023 and not May 6, 2023 as stated I the Notice of Intent. Importantly,************ Notice of Intent was understood to constitute ************ intent not to renew its service agreement as opposed to an affirmative request to terminate account ********************.  On May 24, 2023 and June 1, 2023,************ new service provider had ************ access lines ported away from Fusion. It was not until July 12, 2023, that Complainant placed an account ************************* order with Fusion for termination of remaining services provided by Fusion.  ************ remaining services were fully disconnected and the account terminated on August 27, 2023, at which time account billing terminated.
  
  Fusion terminated ************ account and remaining services in accordance with ************ affirmative termination order, and ceased billing once services had been fully disconnected and were no longer available to Complainant.  

  
  

• Initial Complaint

  Date:01/16/2025

  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.

  Fusion Connect. We used their services from December 2021-January 2025. Fusion had promised that they would migrate our internet service with *** over to them and in addition be taking care of our phones and fax. They promised us a lower cost of *** and the fact that it was all bundled into one service made it easier. Instead of paying *** directly, we would pay for *** through Fusion and a lower cost. Fusion failed to migrate our internet over to them correctly. They installed their internet; however our internet was never canceled and the internet through Fusion was never actually used. This resulted in us paying double to ***, by paying *** directly through our business and paying Fusion for *** internet, which was in fact never actually used. The end result is instead of saving us money it cost us an $244 a month by double paying. Fusion has been billing us for a *** service that we didn't ever use. Once I discovered this, I tried to work with Fusion to get our money back for the last 3 years and they refused. The total is $8,784. The contract we signed and the services they sold us on were never delivered and they did not follow through with the process they said they would do. I am requesting my money back for the services they billed us for that were not provided. I have verified with *** all of the above.

  

  Business Response

  Date: 01/27/2025

  Fusion Cloud Services, LLC (Fusion) responds to Ms.********* ********* on behalf of Eatons Income Tax Services, LP (Complainant). Complainants request for reimbursement of payments made to Fusion for services rendered is entirely misplaced and is predicated on a fundamental misunderstanding of Complainants account cancelation responsibilities and resulting belief that Fusion did not provide service to Complainant.   
  
  On October 28, 2021, Complainants General Partner signed a Fusion service agreement, committing to applicable service rates, terms, and conditions as Complainant acknowledges.   On February 22, 2021, Fusion installed equipment, tested, and activated ******************** in accordance with ******************** agreement. On December 20, 2024, Complainant initiated a billing dispute with Fusion  maintaining that *** and Fusion were providing and billing for identical services and alleging that Fusions service was never used due to Fusion having activated service at an incorrect address of record for Complainant.
  
  Complainants request for reimbursement of service payments made to Fusion, now after the passage of more than three years since service was activated, is predicated on Complainants mistaken belief that Fusion would be solely responsible for terminating Complainants  ***-provided services and ultimately that Fusion billed for service it did not provide.  Complainant is mistaken on both counts. Fusion maintains wholesale service agreements with *** and other service providers who provide network services to Fusion. When Fusion provides retail service to its subscribers through underlying carriers, Fusion becomes its subscribers' retail service provider, not the underlying carrier.  At the time Complainant entered into a service agreement with Complainant, Fusion provisioned Complainants retail service through its underlying carrier, ***, independent of any retail service agreement that Complainant has/had directly with ***.  Contrary to Complainants assertions, Fusion did not, nor could it, legally transferComplainants retail service from *** to Fusion, accordingly.   
  Fusion affirmatively provided service to Complainant under the rates, terms, and conditions set forth in Complainants Fusion service agreement and underlying Basic Terms and Conditions independently from Complainants account with *** and to Complainants stated address of record.  The responsibility for cancelling Coxs services fell squarely to Complainant.  Further, Complainant did not provide any evidence that Fusion had provided service to an incorrect address.  Fusion verified that service had been installed at the correct address and so informed Complainant.  
  
  Complainant remains responsible for payment of all Fusion service charges.

• Initial Complaint

  Date:12/13/2024

  Type:Order 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.

  no contract ever said the contract was auto-renewed no termination rules have been provided for when a company moves out of location and looses lease to site need to see business policy and terms need to see for termination unusual circumstance- lease lost and no phones needed

  

  Business Response

  Date: 12/17/2024

  Fusion Cloud Services LLC (Fusion) responds to a complaint submitted by ***** ******** on behalf of ******** Showrooms (Complainant).  Complainant appears to believe that the account is not subject to Fusion service agreement termination provisions by virtue of an absence of automatic renewal and termination provisions in ******************** agreement with Fusion.  Further,Complainant appears to believe that the accounts change of location somehow obviates any such provisions that would otherwise apply.  Complainant is mistaken.
  
  On December 12, 2019, ***** ******, ******** Showrooms Chief Operations Officer signed a Fusion service agreement, attached.  In signing the service agreement, ******** Showrooms agreed to be bound by Fusions Basic Terms and Agreement, as explicitly stated immediately above the signature section of the agreement:
  
  LEGAL PLEASE READ CAREFULLY:
  
  This Service Order and Customers use of the ******************************************* are subject to the terms of the ************** Agreement between Fusion and Customer, or, in the absence of such agreement, Fusions Basic Terms and Conditions found at ***************************************************** the Tariff(s) and/or Service Addendum(s) applicable to the Services described herein. Failure to adhere to these terms may result in delays in your Service installation, interruption, and/or complete loss of Service, and additional charges. Optional and miscellaneous Service fees are set forth in Fusions Fee and Surcharges Guide found at *******************************************.By signing below, you represent that you are authorized to accept this Service Order on the terms set forth herein on behalf of Customer. [Emphasis supplied.]
  
  Pursuant to Fusions Basic Terms and Conditions Article 2, Service Order Term and Pricing, the term of each Service Order shall automatically continue in full force for successive one (1) year renewal terms. Unless a Party provides the other Party written notice of termination at least forth-five (45) days prior to the expiration of the then current Term.
  
  Article 4, Section 4.2, Early Termination, of Fusions Basic Terms and Conditions,establishes that, In the event that . Customer elects to termination any Service following execution of the applicable Service Order but prior to the expiration of the Term without cause, customer shall pay in addition to any amounts owed Fusion through the effective date of the termination, an early termination fee
  
  There is no record of Complainant having informed Fusion of the accounts service agreement cancellation. 
  
  Contrary to Complainants belief, by entering into a service agreement with Fusion,Complainant became subject to Fusions Basic Terms and Conditions, including the automatic renewal and early termination provisions, which Complainant now disavows.  

• Initial Complaint

  Date:10/17/2024

  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 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 right

  

  Business Response

  Date: 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

  Date:10/02/2024

  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.

  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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:07/12/2024

  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.

  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

  Date: 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

  Date:05/16/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 06/24/2024

   
  Complaint: 21722774

  I 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

  Date:03/27/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:03/22/2024

  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.

  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

  Date:03/20/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  *********************