| Acanac are complete crooks Hi,
I have had a horrible experience with Acanac that lasted for about a year and a half. I kept it to myself but because of their complete and consistant incompetence decided to post my issue for others to see.
I moved to a new place in January of 2011. It took them 28 days to give me internet connection, I believe it was a logistics issue with them and they could not figure out if someone has already been there or not for the longest time until they finally identified that no one has been there to connect me and so they sent someone about 28 days after my initial request. I prepaid for 1 year.
In about mid May of 2011, I sent an email to Acanac asking them to transfer my services to a new place which I will be moving to June 1st and to cancel my connection at the old place. There seemed to be a great deal of miscommunication with them over email for such a simple request. As of mid June there was still no connection at my new place and after many more emails I told them I just want the difference back for my yearly payment and the 4 months that I used the internet at the old place. Someone called me to try to retain my services and they were very nice and polite. They assured me that they will fix everything, I will get connection at my new place and will not be charged for the time I did not have connection. They will also cancel the connection at the old place as of June 1st (move out date). I told them that I already gotten alot of promises from multiple people from Acanac before that promisted me they will do something that they ended up not doing. The person laughted and told me that he will give me his word that he will follow up on everything he said he will...I insisted again on getting it in writing. I never got it in writing and a month later I still did not have connection at my new place, my old place was not cancelled and none of my issues got resolved.
Another issue was their policy requireing me to register AGAIN on their website for my new connection at the new place (instead of a simple transfer request). I tried to get them to put in writing what they told me over the phone that if I sign up to the new place they will refund me the remaining amount at the old place which they told me they will (they can't just transfer the amount remaining from the old place to new place). After registering on their website to get connection at the new place, not only they did not refund me for the old place but they could not find anywhere in their records me registering again for the new place. I called them (sales department) and it took them over an hour to find a record of me registering for getting service at my new place. This one hour wait happened to me twice more when calling the sales department. Their is something very wrong with their ticketing system and database. I am a business analyst specializing in process improvement and in my entire career I never saw such incompetance.
I was asked everytime to re-register myself on the website but I refused as as if I register I have to put in my credit card information and was afraid they might be charging me twice (especially knowing that they do have my new address and request in the system).
They forced me to sign up for a full year at the new place, otherwise I will not get a refund at the old place.
When they finally issued me a check, it did not match what they promised me in an email. They were supposed to charge me for 4 months of internet at my old place (as they promised by email) but charged me for an extra 2 months that I was not living there anymore (even though I asked them prior to my departure to cancel the account). I had to go back and argue that with them and to show them the email where they promised to refund me the agreed amount but they claimed that in the meantime I had another 2 months of connection at the old place (something I asked them to cancel before I even moved out).
They sent the check for the refund to the old address even though I specifically requested multiple times for them to send it to the new address.
I was finally connected at the new place and I received the cheque for the refund for the old place (from the new tenant that lives there as they sent it to the wrong address). A few months later I lost connection again but this time it only took them about a week or two to come and fix it...considering their history I was actually quite happy with that.
That brings us to this morning. I checked my email and noticed two emails from Acanac, one charging me over $500 a year for DSL service and the second charging me about $108 a year for the dryloop. With all the issues I was having with them I told them multiple times that I do not want to renew my subscription after the year and have written it in multiple emails that I sent them... I didn't want to stay with them to begin with but stayed as they would have kept my prepaid money otherwise.
I just sent them an email before I wrote this asking them to cancel my account and not charge my credit card anything. Whatever their policies are, in my case and with everything that I have gone through, the many hours I wasted, I do not want them to come back to me with whatever their policy states about cancellation. First of all, as of July 8th I still did not have connection so the year did not expire yesterday. It took them weeks just to realize I registered with them let alone the time it took for them to have someone come to the building and set up my connection. Their policy also states that they will get me connection within a week or two not a month or two. Their policy states that someone will get back to me in 4-6 hours not 4-6 days. So if they try to hide behind their policies when convenient, they should also realize that they often don't follow their own policies.
I will reply to this chain with the conclusion and the only acceptible response from ACANAC that I will accept is that they are very sorry for the extreme bad service that I have been provided with and that under the circumstances they will be refunding the full amount of money they have charged to my credit card today for another year of service that I don't want. They can look back and see all the tickets and issues that have been logged, and there are many!
Just another small detail, they have miswritten my address quite a few times the latest being on my invoice that I just got in the email omitting a 0 on my apartment number....another example of complete incompetence. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 Reviews:
 ·Cogeco Cable
| Re:Acanac Inc.. Seems to me I remember your name from the past but do not remember the circumstances as I deal with 100's of customers. Can you send me your user id, email on account, or something I can pull your account up with to see what is going on with this account? |
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| reply to mikeeey
Re: Acanac are complete crooks Agree with you. ACANAC charged me one more year after I stopped the service with them, and not get refund. very bad customer services on-line and on the phone. Their ticket system is a black hole. |
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| Acanac Inc. Do you have a ticket ID? |
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| WCG-26244 |
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 FerglessPremium
join:2008-04-19
Toronto, ON | reply to No4Aca
Re: Acanac are complete crooks said by No4Aca :Agree with you. ACANAC charged me one more year after I stopped the service with them, and not get refund. very bad customer services on-line and on the phone. Their ticket system is a black hole.
Can you please send me an Instant Message (you'd need to register to do that) include the ticket #, Acanac Account Username and the last 4#'s on your Credit Card and I'll look into it for you.
Tks |
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| Thanks for reply this quick this time. all the info you requested is in the invoice in ticket WCG-26244. |
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FerglessPremium
join:2008-04-19
Toronto, ON | I understand that, however I need the other information to confirm its your account. |
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| reply to No4Aca
Re: Acanac Inc. Thank you. I will have someone responded to you within the next 24 hours. |
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| Thanks for the reaction you did. At least I know somebody is looking at it. I am waiting for your response. |
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| reply to Acanac Inc
Yes, I got an answer. Thanks for commit your promise.
But this is the same answer I got from navreet C. Posted on 18 Jun 2012 04:38 PM. i don't see any progress on processing. please give the date your refund department refund to my bank.
Don't fool me again! |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 Reviews:
·Cogeco Cable
| said by No4Aca :Yes, I got an answer. Thanks for commit your promise.
But this is the same answer I got from navreet C. Posted on 18 Jun 2012 04:38 PM. i don't see any progress on processing. please give the date your refund department refund to my bank.
Don't fool me again!
I see by the notes on your account a refund has been issued to you.
refunded 523.60 as per ticket ID# WCG-26244 |
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