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 Data 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 Cindy, Mary and Janet (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 Cindy because the cancellation department was stating that we were going to owe a voice cancellation fee. Cindy 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 bill 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 Data 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 don’t get a label they don’t 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 our account to be paid in full. The March 2022 final invoice that we received was paid in full less the voice cancellation fee of $7974.91 which would put our account at $0. Please review our account and let me know what to do with the equipment.
It is very disappointing that after 18 years of utilizing your service, first with Covad, then MegaPath and now Fusion that this is the final impression that I am going to remember about your company.