Service canceled on March, still received auto-renewal bills. Hi Fergless,
I'd like to do it in a gentle way, but my original post on Acanac forum was deleted right away. I want to try it one more time here, and I hope you can give me a helpful answer, before I file a complaint via CCTS. I also hope that you can stand in my shoes to see if we can figure out a better solution for this.
Heres the summary and timeline,
Nov 14, 2011. Acanac Cable service actived, made full payment for one year.
Nov 14, 2012. Acanac Cable service auto-renewed, made full payment for one year.
Mar 19, 2013. I send a ticket to cancel my cables service because I had to move to a new address.
Mar 20, 2013. I received a reply saying Acanac would offered a moving service.
Mar 20, 2013. I replied the ticket saying I was not interested. please just cancel it (cable service).
I moved to a new address on March, 2013, and Ive never used Acanac cable service since then. Nov 15, 2013. I received an invoice for auto renewal the contract of my cable service.
Nov 15, 2013. I sent a ticket to the billing right away (Acanac doesnt offer direct line to billing department)
I called the 1-866 number several times, they told me to wait.
Nov 26, 2013. Finally, 11 days after I submitted the ticket, I got a reply, which doesnt sound very helpful.
Dear valued client,
Thank you for your correspondence. We are sorry to hear that you have decided to cancel the service.
We must receive notification from you either ON or BEFORE your renewal date in order to avoid renewal fees. As we did not receive any notification, you will be assessed for one month of service (which you have used) at our regular monthly rate. The remainder of your payment is refundable to you.
Please reply back with your confirmation, so that your account can be adjusted.
Nov 27, 2013. I replied to the ticket, explained everything again, and asked a full refund for the renewing. At the same time, I made a post on Acanac forum, asking for a refund, post got deleted, and a mod send me a message there's nothing we can do on the forums to assist you, please continue to follow up with billing directly.
Dec 03, 2013. A week after, I got a reply on my ticket:
Dear valued client,
As per the user agreement that you agreed to upon signing on with Acanac, the service will be automatically renewed unless the client sends us an e-mail stating they do not want to renew on or before the service is renewed.
Please read the user agreement located on our website.
All your replies had ignored that I submitted a cancelation on March, 2013 already, and you charged me for auto-renewal on Nov, 2013.
As an ethical business, you should refund my payment for not using your service since March, 2013. At least, you should make a full refund for the auto-renewal.
Im looking for a helpful reply.