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Business Profile

Telephones

Masergy

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:02/27/2024

    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.
    Hi, I am wanting to file a complaint against Masergy- ******* Business. We had signed a 3 year contract on 10/10/2018. As of February 15th 2024 we sent a cancellation email of the services because we rarely use their service. Masergy claims that we owe them $2,548.68 since we would be breaking an automatic renewal that began 2/04/24. This automatic yearly renewal is processed by Masergy without our signature or notice of renewal.In our contract that was signed 2018 for 36 months it does not mention in the terms of an automatic renewal, they only reference their "Service Changes that are available at www.masergy.com" which we would have to go to their website to even see their terms instead of explicitly including the automatic renewal in the actual contract. They also never sent us a notice about processing an automatic renewal on 2/04/2024.Second flaw with their automatic renewal is that the start date is for February 4th, 2024 instead of the same day/month as our contract would have been over which is 10/10/2021, then automatically renewed on 10/10/2022 and so on. Not sure why they would have started the automatic renewal months after our contract has expired.I have included the contract for reference and our conversations with ******. I have also highlighted the section they said that automatic renewals are part of our contract.Unfortunately, I am really disappointed with their lack of contract clarity/transparency. Also the fact that we have been a client for over 5 years and they are giving us this much trouble for cancellation.

    Customer Answer

    Date: 03/27/2024

    HI,

    I wanted to follow up to see if there are any updates on this complaint?

    Thank you,

    *****

Masergy is NOT a BBB Accredited Business.

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