| Probably the worst ACANAC story yet (complete incompetence) 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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 xsbell
join:2008-12-22
Canada
kudos:1 | »www.ccts-cprst.ca/en/complaints/···int-form |
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bt
join:2009-02-26
canada
kudos:1 | reply to mikeeey
If they don't respond in a manner you find satisfying, you should file with the CCTS. Just don't let them drag it out. |
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 twizlarI dont think so.Premium
join:2003-12-24
Brantford, ON
kudos:3 | reply to mikeeey
CCTS is useless and has zero authority/reach, don't waste your time with them.
--
Broadline Networks Inc. |
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bt
join:2009-02-26
canada
kudos:1 Reviews:
 ·Start Communicat..
| said by twizlar:CCTS is useless and has zero authority/reach, don't waste your time with them.
The one time I had to file with them, my issue was resolved within a week. |
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Samgee
join:2010-08-02
canada
kudos:2 | reply to mikeeey
Don't feel too bad, that's far from the worst story I've heard. Be persistent as you were with your other issues and you'll get your refund. Just make sure they put that 0 back where it needs to be. |
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twizlarI dont think so.Premium
join:2003-12-24
Brantford, ON
kudos:3 | reply to bt
said by bt:said by twizlar:CCTS is useless and has zero authority/reach, don't waste your time with them.
The one time I had to file with them, my issue was resolved within a week. Thats only due to company that you filed a complaint about agreeing to the resolution put forward by ccts. They do not have to accept any resolution, take a read through the various bell complaints.
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Broadline Networks Inc. |
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 GonePremium
join:2011-01-24
Fort Erie, ON
kudos:3
·Start Communicat..
| said by twizlar:Thats only due to company that you filed a complaint about agreeing to the resolution put forward by ccts. They do not have to accept any resolution, take a read through the various bell complaints. Incorrect. A service provider isn't bound by a CCTS recommendation which is typically what they issue first in the hopes that it is mutually acceptable by both parties, but they are bound by a CCTS decision which they are bound to implement. Further reading:
said by »www.ccts-cprst.ca/en/faqs :
14. What is a Decision?
A Decision is the final position of our office in connection with the complaint. The Commissioner will review the reasons for the rejection of the Recommendation, and will then issue a Decision. The Commissioner may maintain the Recommendation, or may modify or change it. You are not required to accept the Decision if you disagree with it. If you accept it, it becomes binding on the service provider and must be implemented. If you reject it, the provider is not required to carry it out. You retain all of the usual legal rights and remedies and are free to pursue them. Either way, let us know within 20 days.
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twizlarI dont think so.Premium
join:2003-12-24
Brantford, ON
kudos:3 | Bound in what way? They cannot force them to do anything. What are they going to do if said company ignores the ccts?
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Broadline Networks Inc. |
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GonePremium
join:2011-01-24
Fort Erie, ON
kudos:3 Reviews:
·Start Communicat..
| said by twizlar:Bound in what way? They cannot force them to do anything. What are they going to do if said company ignores the ccts? The CCTS's authority is granted to them by Section 24 of the Telecommunications Act, which allows the CRTC to impose any condition on a telecommunications providers offering service in Canada in Canada. The authority of the CCTS is an extension of that section of the Telecommunications Act.
In other words, providers are both legally bound to join and to adhere to the decisions of the CCTS. They are not, however, bound to their recommendations. |
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| reply to mikeeey
If they already charged you, I'm pretty sure you can contest the charge with your CC company and have them remove it.
Then you will be in a different battle with Acanac as they will almost certainly try to send collections after you. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 | reply to mikeeey
I am not even going to comment on this with out seeing the account. If you would like to email me with the name or email that was on your account I will look into this for you. |
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bt
join:2009-02-26
canada
kudos:1 Reviews:
·Start Communicat..
| reply to Dunlop
said by Dunlop:If they already charged you, I'm pretty sure you can contest the charge with your CC company and have them remove it.
In this case, I don't know that the CC company would do so. Acanac's TOS is pretty clear on the billing cycle, and I don't know that the CC company would take Acanac's own breaches of their TOS into consideration or not. |
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Reviews:
 ·Bell Fibe
·ELECTRONICBOX
| said by bt:In this case, I don't know that the CC company would do so. Acanac's TOS is pretty clear on the billing cycle, and I don't know that the CC company would take Acanac's own breaches of their TOS into consideration or not.
That's why I mentioned collectons, the CC company should just remove the charge but then you will have to deal with the aftermath.
Years ago my kid purchased a bunch of games on the xbox which I never dowloaded, after going though 20 layers of bureaucracy Microsoft told me just to contest the charges with Visa to have them removed as they were unable to do it on their side..which I did and was shocked at how easy it was.
...it is also the reason why there will never be a CC on my LIVE account again :P |
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| reply to Lynn
As I promised, here is an update on my situation.
So I sent a ticket yesterday at about 1pm to Acanac (July 9, 2012) reminding me of my lengthy battle with them and asking them to cancel my account.
My email:
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Hi,
I would like to cancel my services effective immediately. I have had many issues with you guys (check all of the tickets and many phone calls I have made with prior issues). I made it very clear that after my year expires, I do not want to stay for another year.
The reason I even stayed for a year is because Acanac kept my prepaid amount at the old apartment hostage unless I agree to pay for a full year at the new place.
Now that the year has expired I would like to cancel my service effective immediately. Both the bill for the dryloop and the bill for the DSL service are to be cancelled and no amount should be taken from my credit card.
I already contacted the credit card company. In the future you might also want to send customers a warning letting them know that you are going to bill them for another year and take the money from the credit card. I made it very clear that I will not want to renew my service after it expires. After dozens of emails and dozens of phone calls and months with no internet connection that you tried to charge me for, I am hoping that this request will not become another issue. I am hoping that for a change you guys will handle this in a professional way.
Please contact me at 613-###-#### . There is no other way for me to contact you guys but on the phone message when I call, it says you will contact me in 4-6 hours so I will be waiting for your phone call.
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I also sent a second email right after:
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As well, my apartment number is #210 and not #21, another sign of pure incompetence. You have made this mistake before. I registered my apartment number online and gave it to you multiple times by email. To once again make such a careless manual mistake on the invoice is a sign of pure incompetence.
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Now here is their reply (notice how they conveniently disregarded my request to cancel):
Reply to first ticket:
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FW: Acanac Inc. Invoice
Hello,
We will reply another ticket which was submitted by you, Ticket ID is "MMZ-96793";
Best Regards,
Acanac Inc.
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Reply to second ticket:
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Hello,
Sorry for the inconvenience,
We changed tour apartment number to 210 in our Billing system and sent a copy of your invoice with the correct address to your contact email address "*******@hotmail.com".
Please let us know if you need more assistance,
Best Regards,
Acanac Inc.
------------------------------
As you noticed, my cancelation request was never addressed. Now I have to send them a 3rd ticket re-iterating the first ticket again. This I have done as I mentioned dozens of times in the past. The simplest of requests are handled so poorly.
I am not one to go to public forums. I have had issues with other companies in the past but always managed to resolve it directly. But with with this company it seems to be the only way they will start acting right (we hope).
Here is my 3rd email now back to them, sent about half an hour ago:
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Sanam,
I am not going through this run around with you guys anymore. Check my history, I had enaugh with you people. I am taking this from here on to the public forums and will post every single reply from you guys (including everything else I had to go through with you guys in the past year and a half).
You are trying very hard to avoid my request to cancel DSL. You are responding to the address change request but conveniently ignoring my first ticket to cancel subscription.
Here is the response to my first ticket:
Hello,
We will reply another ticket which was submitted by you, Ticket ID is "MMZ-96793";
Best Regards,
Acanac Inc.
I sent two tickets because I obviously have two issues. How can you ignore one and and respond to another?
Again, this is all going to go to public forums, better business bureau and everywhere else that it needs to go. People need to be aware of this!!
Cancel my subscription, put the money back on my credit card and have someone call me!
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Samgee
join:2010-08-02
canada
kudos:2
1 edit | reply to mikeeey
Every time you open a new ticket for a similar request or respond to an older one pushes your other tickets back in the queue. You are basically causing your own delays. Wait for them to do what they've said they will do. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 | Samgee is right in what he just said. I have asked you to pm me with info to pull up your account and I will try to help you get this cancellation through. |
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| reply to Samgee
That's not a good answer, the new email has all the information enclosed for both emails as I simply replied to the first email I submitted adding the address issue. I am not going to let you mislead others on this forum....there is no excuse, this is complete incompetence and it's very hard for me to believe that you did not try to avoid the cancelation request. Reading other complaints on this forum, seems I am not the only one that this is happening to. The way you should have replied to my previous post is to appologize and to ensure me that you will take care of it right away...that's what a professional company does.
This is how the second email that opened up the second ticket looks like (has all the information enclosed including the cancellation request):
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RE: Acanac Inc. Invoice
To acanacinvoices@acanac.com, billing@acanac.com
As well, my apartment number is #210 and not #21, another sign of pure incompetence. You have made this mistake before. I registered my apartment number online and gave it to you multiple times by email. To once again make such a careless manual mistake on the invoice is a sign of pure incompetence.
From: ********@hotmail.com
To: *******@hotmail.com; acanacinvoices@acanac.com; billing@acanac.com
Subject: FW: Acanac Inc. Invoice
Date: Mon, 9 Jul 2012 13:25:57 -0400
Hi,
I would like to cancel my services effective immediately. I have had many issues with you guys (check all of the tickets and many phone calls I have made with prior issues). I made it very clear that after my year expires, I do not want to stay for another year.
The reason I even stayed for a year is because Acanac kept my prepaid amount at the old apartment hostage unless I agree to pay for a full year at the new place.
Now that the year has expired I would like to cancel my service effective immediately. Both the bill for the dryloop and the bill for the DSL service are to be cancelled and no amount should be taken from my credit card.
I already contacted the credit card company. In the future you might also want to send customers a warning letting them know that you are going to bill them for another year and take the money from the credit card. I made it very clear that I will not want to renew my service after it expires. After dozens of emails and dozens of phone calls and months with no internet connection that you tried to charge me for, I am hoping that this request will not become another issue. I am hoping that for a change you guys will handle this in a professional way.
Please contact me at 613-###-#### . There is no other way for me to contact you guys but on the phone message when I call, it says you will contact me in 4-6 hours so I will be waiting for your phone call.
-------------------------------- |
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| And here is the other lie. You said that the old ticket goes to the bottom of the pile (there's no justification as to why because it was obviously my initial concern that I emailed and tickets should be handled cronologically, but lets just say). Why is it that in the email reply on the first ticket the ticket was marked as closed? If anyone reading both your replies above, they would see right away that you simply lied. I do this for a living, others might be able to fall for your excuses but I can't do that anymore, I am wasting way too much time on this.
Here is the ticket:
_________________________________
FW: Acanac Inc. Invoice
Hello,
We will reply another ticket which was submitted by you, Ticket ID is "MMZ-96793";
Best Regards,
Acanac Inc.
--------------------------------------------------------------------------------
Rate this ticket: Helpful Not Helpful
Ticket ID:
SXH-87653
Tracking URL:
Click Here
Department:
Billing
Created On:
09 Jul 2012 01:28 PM
Last Update:
09 Jul 2012 01:28 PM
Status:
Closed
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 Reviews:
 ·Cogeco Cable
| reply to mikeeey
Number 1- I am NOT in billing and do not do the cancellation requests. I DID find your account and am talking to Sonya who is in billing as I write this.
Number 2- I do NOT mislead anyone in these forums. I am trying to help you if you give me the chance.
You said "In the future you might also want to send customers a warning letting them know that you are going to bill them for another year and take the money from the credit card."
If you read the user agreement which you had to click agree to when you signed up with us it clearly states "Billing. All terms are due up front. If you sign up for the lowest rate then you are likely on the 1 year term. You will be billed the entire term up front and then billed on a yearly basis.All credit cards are billed automatically on there renewal dates. If you do not want to renew your account please cancel the account on or before the
renewal date. Cancellations must be done by e-mail and sent to accounting@acanac.com or billing@acanac.com. Please make sure you obtain the cancellation ID or ticket number for your request to confirm cancellation of service."
Now I do agree with you on your statements of them not reading your emails properly and answering your request for cancellation and this is why I am trying to help you out. I have sent Sonya all information and she will get back to you shortly. |
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