Company Forums » Companies beginning with A » Acanac > Terrible support and almost impossible to get your refund

Terrible support and almost impossible to get your refund

1) They don't have a support line for billing. It means if you have some problems with money between you and them, you will have trouble. You have to contact them by email.

2) They say you will receive a reply for your ticket (email) after 24-48 business hours. It means one week for one reply. And a reply is usually a general, machine-like reply. So after one month, you will receive 4 or 5 replies and none of them are helpful.

3) Their tech supports are not trained. I believe if you can read this post, you should have some basic knowledge of your internet service (know how to reset a modem - unplug and plug it again - is a basic knowledge) All their 1st level tech supports will tell you to do basic things like that.

4) They have 2nd level tech supports who never receive calls. They will call you when they are instructed from their supervisors. Maybe they are a little better than the 1st level but they are liars. If your problem can't be solved, they say they will call back and it will never happen (I wonder if they know how to use a calendar, let alone all the technical stuffs)

5) The most suspicious thing: when you want to cancel and get a refund. It will take them a week to reply to your request and the reply is 'what's your reason to cancel?'. After you answer to their question, it will take two weeks for some useless conversations and then suddenly they stop replying. It's like they forget your request and ignore you.

6) If you pay one year up front (like me), there are more chances that you will get little or no support and they will ignore you (it's obvious, they have your money already, why do they care?)

7) In my case, I am still waiting for my refund (don't know when) and I think they will give me back my money (because if not, they steal from me and they will be criminals) But the time (which I can never get back) and money I have wasted are not worth it.

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I absolutely agree with you.. Especially about their so called "tech support"...

reply to tsondt
tsondt can you pm me with your user name or email on your account so I can check to for you?

I'm extremely happy when I can get my money back (after 5 weeks, is waiting 3 weeks to receive a check) and stay away from your company.

I will never deal with Acanac again, ever. There is nothing you can do now.

This topic is for potential users to know the truth about this company.

"This topic is for potential users to know the truth about this company."

That is what the reviews are for. This is for helping people.

Yes, I'm helping people by telling them the truth.

This company actually STEAL your money. Even they don't refund the right amount to their customer (don't tell me to send any more email to ask because it will take forever). STOP LYING.

reply to tsondt
Yes, and I too sympathize with your problems too, my friend.
I'm the guy with the "NO Loyalty from Acanac, for 4-year customer ?!" Subject/Post here as well.

I'm still waiting and hoping ass well for my refund,...

Acanac, is kinda like our gov't ? - when you owe them money, they already have it "out" of your VISA, before you can even think of: "...uhh hey, but wait?,.."
But, if "THEY" owe us money, their reply is always: "...hey, sooooo uhhhmmm, hooooooowwww loooooong caaaan UUUUUUU waaait..."
-Lol.

Anway, Good Luck getting your "owed" refund sir.

reply to tsondt

hi Lynn, can you help me then, i have the same problem and been waiting for my refund since July 2011

My ticket number is VCH-75369

I am trying to find out some updated information for you now. Will get back to you as soon as I get an answer

reply to tsondt
tsondt you can stop calling people liers or I will ask the mods to lock this thread exactly the way your thread got locked over on the Acanac forum. We don't call you names and ask for the same respect please. If you DID what they asked you would have your refund. They tried to help you over there and after they wasted their time trying to trouble shoot with you you come out with the fact that you cancelled the service or were trying to. I will tell you again. You will eventually get your refund on your credit card. It takes a few weeks to process and get out the door and then it takes the credit card company a bit of time to post credits - they are handled different from debits by the card companies.
Please just be patient and your refund will come back to you.

I also don't point at anyone in the company. It's the company itself is doing something wrong.

You want to know why I call this company liar:

1) Your 2nd level tech support said he would call me back and I spent whole day waiting at home for nothing.

2) I was on my second year with ACANAC since 2011/09/22 to 2011/12/31, 100 days (3 months 8 days). Your billing department said I will receive 8 months refund. There were two issues here:
a) I didn't have internet connection for one month until the refund was confirmed (YES, IT TAKES ONE MONTH TO DO SO) so I though I should receive more than that.
b) The amount I will receive is even less than 8 months. So if you're a beggar, I can give you money. It's just a couple of bucks, not that important. But you lie to me then I won't give you any money, even one cent.

So when you say something and you do different things, you lie, right? (or at least that's what I define a liar)

If you want some respect from your customer, RESPECT THE CUSTOMER FIRST. You get your salary from them.

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Listen, Lynn. I don't point my finger to you and say "Lynn, you're a liar". I was talking about the company and the people I dealt with. Even I don't mention any specific names. I wrote in capital just for easy reading, not yelling. I didn't need any help from you because I knew what I got would be a machine-like reply: "your ticket is in the billing department, there is nothing I can do".

Perhaps your company is the cheapest ISP in Canada but you have the worst support I have ever seen.
I switched to other ISP and get my internet up in 3 days (in ONE DAY I have exchanged nearly 10 emails with them, compare to 5 emails per WEEK with your support. They made a mistake charging me twice, but the refund takes TWO DAYS and even they called me to say sorry and inform me the refund had gone through)
It shows how pathetic your support is (don't call yourself a tech support if the ony thing you know is telling your clients to reset their modem)

When receiving complaints from someone, you should look back and verify what you did is wrong before reply. Acanac keep insisting that their customers are wrong and never admit their fault.

Everyone is busy these days. I spent my time to write in this message board shows that how frustrated I was with Acanac. I believe my story is helpful to people who are searching for a new ISP. They will know whom they are dealing with because usually people lose their mind when talking about money (cheap price, for example)

PS: And never mind the Acanac forum. It's just a place for Acanac to advertise, full of Acanac people and clones. A 'community', what a joke.

reply to Lynn
I think you have been around on this board long enough to know how to properly quote someone else's post.

Re:Acanac inc

reply to Lynn

Re: Terrible support and almost impossible to get your refund

Sad customer the lady I was talking to is the head of the billing department so it will definitely be done for you.

Dear Lynn,
I have the same problem during 2 months. They told me several excuses like my credit card does not accept refund etc. So i finally requested cheque, they told they had sent it 3 weeks ago and i would receive it within 2 weeks. Still no cheque.
I called today again and sent an e-mail again. No results.
Please help me with that.
Thanks

Re: Acanac Inc.

reply to Another sad

Re: Terrible support and almost impossible to get your refund

quote:

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They told me several excuses like my credit card does not accept refund etc

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