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Business Profile

VoIP Phones

Fusion Cloud Service

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in VoIP Phones.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/24/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 were customers of Fusion for years but starting in August of 2022 our phone service no longer worked. We sent numerous emails to Fusion and made numerous calls. Had their techs come out to us and nothing was resolved. We spent August 2022 to Feb 1st 2023 without phone service yet we continued to pay our monthly bill in hopes it would be resolved. It was not. Finally, Feb 1st, 2023 we cancelled our account with them. Account number ******. Even though we cancelled on Feb 1st 2023, they continued to bill us for February and March 2023. Plus charged us an early termination fee of $735. We are seeking reimbursement of the 6 months without service plus the removal of the $735 early contract termination fee and the Feb 2023 and March 2023 off our account. In total, they would owe us a refund of $3,972.25. We've been calling since August and they keep saying they're opening the dispute now when we've disconnected since Feb 1st and have been calling ever since to dispute.

  • Initial Complaint

    Date:11/30/2022

    Type:Order Issues
    Status:
    Unanswered
    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 fax was not working. I called our provider, Fusion on November 17, 2022. **** the rep informed me that on November 9, 2022 the number was converted to a different cellular service carrier. I asked what carrier and **** couldn't tell me. No one at the **************************************** gave anyone at Fusion permission to make that change. I contacted the company that set us up with Fusion and they got me in contact via email with *************** (see emails).After receiving her lame excuse I emailed a response back to ***** on Nov. 23.Still no resolution or update I emailed ***** again on Mon. Nov. 28 - no response. On Wed Nov 30 I sent another firm email. Still waiting for a response. No one is responding or fixing this major issue. Having no fax is affecting our business!! Thank you. ***********************************, Admin Assistant

    Customer Answer

    Date: 12/01/2022

    We found out that the our fax number was transferred to ******** on October 31, 2022 and effective November 1, 2022 by someone at FUSION who had access to our account number, fax number and PIN. Our fax number is now a mobile number for some company.
    A complaint should be filed with ******** for fraud.

    Customer Answer

    Date: 12/16/2022

    We did get our fax number back on December 14, 2022. The fax is now working.
    But we want CREDIT for ALL the time we DID NOT HAVE A WORKING FAX NUMBER. The time period would be November 1 - December 13, 2022. WE ARE NOT PAYING FOR THAT TIME PERIOD ON OUR INVOICES.

Fusion Cloud Service is NOT a BBB Accredited Business.

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