Company Forums » Companies beginning with A » Acanac > WARNING: Acanac lies, Ignoring my requests to cancel service

WARNING: Acanac lies, Ignoring my requests to cancel service

Hi,

Can you pm me with your user name, real name on account and phone number so I can see what is going on with this matter. Hopefully i can help get this solved for you.

reply to MTL
This is EXACTLY what's happening to me. I've been trying to have them cancel for a week now but all I've gotten are:

Hello,

Do you mind if I ask you about the reason of your cancellation request? If you have any technical problem with your service, we would do our best to investigate your issue.
Best Regards,
Acanac Inc.

Hello,

Are you switching to cable internet?

Best Regards,
Acanac Inc.

Hello,

Would you please let us know your reason of cancellation? If you have any technical problem, please let us know and be sure that our technical support team will solve your problem.

Best Regards,
[staff name]
Customer Relations

tbeanz the last one you got where they are asking a reason for cancellation, that is the last step in the cancellation. If you just put a reason in the same email they sent you and send it back to them they will not bother you with any more emails. It is a standard question they ask and soon as you answer that question it will e sent in for refund.

reply to MTL
MLT you said you sent them three other messages. That is the problem right there why your acct. is not cancelled yet. Every time you send a new email since yours is the last to be received it goes back down to the end of the pile to be done. When they send an email, reply to that same one, give them a reason for cancellation and that will be the end of it. It will be sent in for processing. Every time you send a new one they have to go looking for your other responses that have been sent and that causes a delay in your refund being processed.

reply to Lynn
I DID reply with a cancel reason, 3 days ago. What is the status on that and why does it take so long? Also, why were my initial questions never answered?

Your automated phone service that says responses for billing usually take 4-6 hours. Every reply I've received took 3 to 4 days.

I am not in billing so can't answer that except to say I know they are running behind. if you answered all their questions they will get back to you.
Without your user name, email etc. I can not even pull up your account to have a look. Please do not post your info here on the board. Pm me with it so I can look it up.

reply to MTL
They put too much emphasis on the sales department at the expense of customer service and accounting departments.

Your annual auto-renewal sounds similar to my experience. They push it on you and make it difficult to exit. No notification of imminence like reputable companies.

A year ago, I called to reverse an annual auto-renewal which they didn't inform me would happen if you ever buy annual service once. I changed my preference to month to month despite a discount for year upfront and no immediate plans to move out of the city (or anything else that would force me to cancel service). I called but then agreed to another year upfront when offered extended bonus time. I made it clear I'd buy another year but not auto renew the following year. Well, a year went by and on the original anniversary date, they charged yet again for another year without notification. This was a few months ago. So (a) they auto-renewed for a year without my permission (b) didn't give me the bonus period.

You wouldnt' believe the passing the buck between their customer service and accounting departments, back again looping over and over again for over a month forcing me to restate the events over and over again to different people for what seemed to be a simple matter. Sometimes, someone from their sales department entered the picture emailing back to point out that there is a discount for annual renewal which I didnt' want in the first place despite the incentive - that much should have been clear in the previous emails.

So after all this stalling, they finally issued a refund for (a) the auto-renewal. But I had to wait over yet another month. They deducted two months of service from the refund without adjusting for the (b) bonus. They claimed not to know anything about it putting the onus on me to prove one of their sales people made such an offer a year earlier. They claim to not have any record that a conversation even took place. It was a voice call.

I found their service actually acceptable. But I had it with the billing related matters regardless of whether it was incompetence or deception. They can fool me once but won't get any more money in the longer term. So I cancelled the service preferring to go with more professionalism and/or integrity.

reply to MTL
The problem is when you sign up there is a polices and procedures there to read and before you leave that application and it is processed there is a spot that you have to click saying you agree to the terms. If customers reads that before agreeing you will see that you are on automatic renewal. Alot of customers go with that as it saves them the task of having to remember when their renewal date is and maybe having their service disconnected when their term runs out instead of having it auto renew and having their service continue with no hold ups.
If you did not want the auto renew it is as simple as BEFORE your renewal date, sending an email to billing@acanac.com, explaining you do not want auto renewal on it(which they would take it off). I don't know about anyone else but I always read the policies and procedure before I sign up for anything, no matter what the company is because I want to know what I am signing up for. There is nothing hidden in Acanacs. People just need to read it as it CLEARLY states what to do if you do not want auto renew.

Richard you should not have had to go through that and I am sorry you did. i am glad to see you did get a refund for your troubles even though it was annoying to go through that at the time.

reply to MTL
Now I'm running in to this same scenario. Last January, I bought one year service based on their $24 per month service fee. Now they automatically renewed the service at $32/month rate without any advanced notice, charged me one full year for $407.40. I called in this morning stated that I didn't agree about the new rate, and wanted to cancel the service. I was told they wouldn't give any refund.

How can a company do business like this?

reply to MTL
I have read many many posts on many websites, including the BBB, with the same stories. Incredible. I have just posted mine. Its been two months awaiting a refund which will not come so I have asked for reinstatement which does not come either. I have been without service for a whopping three months. They are fraudulent thieves. You can cancel at any time but they won't give your money back. for me, they just keep opening and closing tickets, opening and closing tickets. Nice business practice. I have the same experience as everyone else - keep the customer running in circles until they die of exhaustion as we have no recourse. I am pretty sure that they won't reinstate me as I have cancelled the credit card. I'll give them a new credit card number when it comes time renew but I want the service I currently paid for or a refund - either way but neither will happen.

reply to henrylw