URGENT : Acanac auto-renewal : how to get my money back?
5 days ago, we've received an email from Acanac telling us they was about to charge nearly 600$ to auto renewal the contract we created last year. First, i thought it was a joke : do you know a company who has survived on the market threating its customers like that? Not. Well, it wasn't just a joke, it was real. 3 days ago, my bank called me to said that my account was on debit of an amount of 600$... i'm student and i can't pay this amount.. my roomates can't.
Furthermore, i've suscribed ACANAC just 11 month ago (on september) and they auto-renewaled my contract 3 weeks before ... it's just unlegal. Without any mail to inform you that they were about to renewal the contract. Incredible.
And so i've sent many emails to the billing services but i've just received one answer...
" Dear valued client,
Would you please let us know the reason of cancellation? If there is any technical problem, we will investigate and do our best to assist you.
We look forward to hearing from you,
Best Regards, Acanac Inc. "
I've sent other mails without any answers. I've called acanac (sales) and they've just said me i have to wait more and more.
Now, i just want ACANAC to charge my credit card back as soon as possible. If not, do you remember this video
Just a little post to update my situation 3 weeks after my initial post. Well, i thought i would be difficult to get my money back and... i was right!
Just to remember : 1) i've suscribed to acanac last year on september 2) they auto renewed my contract on august, 19th without any mail and 3 weeks before the initial date. they've charged me 600 $ on my account. I'm a student and i've tried to explain this situation to my bank but they can't do anything 3) i've contacted them 2 days ago. it's impossible to have them by phone and by mail, you have to wait each time several days and each person who answer to my problem try to gain time: a) first, they answered : Would you please let us know the reason of cancellation? (it was well explicated in the subject... well i explained a second time my problem) b) They've proposed me a "bonus" to keep me in the loop : "I am sorry to hear that you will no longer be staying with us. If you like, you can leave the account active for another family member to enjoy. As a bonus, we can offer you an additional 1 month for free as a way of saying thank you. This means that you would receive 13 months of service for the price of 12 for an average of $37.95 per month plus tax. I hope you will consider it. We look forward to continuing business with us."
So.. if they've proposed me a bonus, that mean that they agree they've made a mistake... but as i've said, i'm moving to an other appartment and even if the wireless with acanac was great (and that's why i'm so surprised of this problem....), i don't want wireless anymore!
c) 6 days after, they've just answer me to have the account holder contact us (because it was my roomate and i've paid the internet for all with my credit card). He has contacted them... 2 weeks before!
d) Now, they have moved the ticket to the "proper department" and we have to wait until their colleagues to answer me.. (are they going to ask me why i want to cancel??) (i start thinking it's the same person behind the computer)
e) what can i do now ? first, i listened to your advices... but 3 weeks after, it's still the same situation..
Seriously? You thought it was a joke and so you ignored it? I'm sorry, but you got what you deserved there. Unfortunately I can only assume that you got refunded, since there have not been any follow-up rants.
I'd love to know why you consider an invoice to be threatening to a customer though...
i didn't ignore it, i just couldn't do anything because they've charged me on my credit card without asking me. The problem was due to a confusion, they auto renew the contract on the first date of contact.. which wasn't the date of payment (in september).. normally, i used to pay for 1 year of entire service, not for only 11 months...
And unfortunately, almost 2 months after the incident.. no news from the refund and.. no news from acanac since 2 weeks..
That's a classic, same thing happened to me a few years ago. They'll refuse to give you a full refund because they'll say they provided you the service during the time they're stalling you in retention. They'll deduct the full price for the time since August 19th from your refund.
They'll tell you that you are not in a contract for a year, you are only prepaying that year. You can cancel at anytime. They will refund you (eventually) the difference between the full rate and the promo rate for the time you did use the service (plus the retention stalling I mentionned earlier)
I dont really care what they say. I simply know what is written on the contract and it says it is renewed for another year at term. The clause is illegal in Quebec.
What the Law says is that it can be renewed only for " undeterminate " term. If the term is " undeterminate ", the merchant can only charge you on a monthly basis. Charging you for a year is charging you for a year...and THAT is not " undeterminate "..it is A YEAR.
And...just out of curiosity...if you think it s ok to make you " prepay for a year " when the contract is for an " undeterminate period " why not make you prepay for 10 years ? or 99 years ?
But I sure appreciate your post if that is the actual excuse they use. "It s not a fixed-term contract, but we bill you 1 year in advance"
Hmmm very interesting. How sleazy...I m speechless. I really need to speak to someone at the Office de Protection du Consommateur
Thank you very much but, at this point, I do not need your assistance at all regarding my personal case. That matter is with my credit card issuer anyway. I will ignore emails from billing for 3 weeks ( like you do with mines ) so I can pretend my case is not settled when I file with the Office de Protection du Consommateur.
What I am now asking from Acanac is a modification of ALL contracts of Quebec clients with the clause for cancellation written to reflect the Quebec Law.
I also demand that Acanac starts billing clients from the date of INSTALLATION and not the date of invoice and that is for all of Canada.
I demand that Acanac CLEARLY define the signification of the words " date of activation " on their website with regards of their 30-days money back guarantee.
I Demand that all auto-renewals should take place on the anniversary of the date of installation.
And, if you happen to talk to Paul, grab his elbow and whisper in his ear " possible class action proceeding for all Acanac clients past or present ". You may also add " More distinct society bullcrap " if you want
PS: You re not supposed to address " billing issues " in a public forum, so what are you doing here ? Oh, it s only valid for the " Acanac Community forum " ?
They can make you wait, but they will gain nothing. Your cancellation takes effect on the day you send notice or on the date you specified in the notice. They will simply lose money by giving you free service after that date.
214.6. Le consommateur peut, à tout moment et à sa discrétion, résilier le contrat en transmettant un avis au commerçant. Cette résiliation de plein droit prend effet à compter de la transmission de cet avis ou à la date indiquée à cet avis par le consommateur ( Loi de Protection du Consommateur )
See ? If they make you wait, they still need to refund you using YOUR date of cancellation.
BTW: I waited only 20 minutes to reach someone at the Office de Protection du Consommateur. Make a complaint and join the party !
Hi All accounts auto renew on their anniversary date. If you don't inform Acanac before hand they will bill you automatically. It's in the user agreement you acknowledged when you signed up.
That is illegal, and has been illegal in Quebec for some time now.
Also, this discussion has come up before. Acanac is very well aware this is illegal.
In addition to this, A company can not make up a user agreement which in turn tries to take legal rights away from a Quebec user. This is also illegal, and Paul knows this very well since this was also discussed openly and previously on these forums.
delacrouz, I would take everything they said here (especially the part where they state you lose your legal and consumer rights in their user agreement) and fax it all off to your credit card company.
Also, I would contact the Quebec Consumers Union about this, and what was stated above about your rights being of no value to Acanac.
This is where I would start.
Acanac knows all this very well and are playing dumb with you to rip you off. I hope you take action *now* and not wait for more stupid responses from them.