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delacrouz

join:2012-08-23

URGENT : Acanac auto-renewal : how to get my money back?

Hi,

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

»www.youtube.com/watch?v=5YGc4zOqozo
?

Well, i will create something like that to show the customers how ACANAC work. Montreal need to know as soon as possible. If someone can help; we can do something special.

Thanks,

Antoine

tybeet

join:2007-04-05
Sherbrooke, QC

Try contacting the "emergency" department here:
»www.acanac.com/contactus.php

If that fails, file a complaint with the Better Business Bureau (BBB.org).



Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1
reply to delacrouz

Hi delacrouz

I sent you a PM on the other forum this morning, regarding the problem you are having.

Tks


delacrouz

join:2012-08-23
reply to delacrouz

Hi,

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..

Thanks for your help, it's highly appreciated.

More on the Topic here: »community.acanac.com/acanac/view···&t=22764



Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1

1 edit
reply to delacrouz

Hi delacrouz

I replied to your post on the other forum.

Tks

quote:
So.. if they've proposed me a bonus, that mean that they agree they've made a mistake.
No it means they want to give you a bonus, they do it to all customers cancelling to try and retain them, that's why it's called Retention.


Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1
reply to delacrouz

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.

Your account was due on 2012-08-19 and billed on 2012-08-19

I notified the Billing Manager about it again.

Tks


Ree

join:2007-04-29
h0h0h0
kudos:1
Reviews:
·Start Communicat..
reply to delacrouz

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...


delacrouz

join:2012-08-23

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..


despe666

join:2009-06-20
Montreal, QC

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.


carcajou

join:2012-10-16
Riviere-Beaudette, QC
Reviews:
·Acanac
reply to delacrouz

Hi Antoine

Auto-renewing for a full year was illegal as per the Quebec Consumers Protection Act that says:

214.3. Any stipulation under which a contract whose term exceeds 60 days is renewed upon its expiry is prohibited, unless the renewal is for an indeterminate term.

It means they could only renew for an "indeterminate period " and bill you month by month.

You can visit the Office de Protection du Consommateur website and download an official form that you can fax to Acanac. You can also lodge a complaint with the Office.

They also had to send you a notice 60 days in advance ( not 5 ) There are many other conditions they did not respect.


carcajou

join:2012-10-16
Riviere-Beaudette, QC
Reviews:
·Acanac

1 edit
reply to Fergless

Hi Fergless

It s illegal in Quebec to auto-renew for a full year.

214.3. Any stipulation under which a contract whose term exceeds 60 days is renewed upon its expiry is prohibited, unless the renewal is for an indeterminate term ( Consumers Protection Act )

You were allowed to auto-renew on a month-by-month basis

Also, you were supposed to send a notice no less than 60 days in advance.

BTW I now have some reasons to believe your company does not respect fully the ontarian Law. Maybe more on that later.


despe666

join:2009-06-20
Montreal, QC

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)


carcajou

join:2012-10-16
Riviere-Beaudette, QC

1 edit

Hi Despee

( text deleted because of double posting and I dont know how to completely remove a post )


carcajou

join:2012-10-16
Riviere-Beaudette, QC
Reviews:
·Acanac

1 edit
reply to despe666

Hi Despee

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



Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1

carcajou's Refund.

Hi carcajou

I was in touch with Paul and a Full Refund will be issued to you.
I sent you a PM about it on the Acanac Forum.

Tks


carcajou

join:2012-10-16
Riviere-Beaudette, QC
Reviews:
·Acanac

1 edit

Fergless

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

Thank you

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 " ?


despe666

join:2009-06-20
Montreal, QC
reply to carcajou

Re: URGENT : Acanac auto-renewal : how to get my money back?

said by carcajou:

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"

I have no idea if they would actually say that. They need to justify it somehow and it seemed like one logical possibility. But I am right about the retention stalling, it happened to me.

carcajou

join:2012-10-16
Riviere-Beaudette, QC
Reviews:
·Acanac

Hi

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 !


despe666

join:2009-06-20
Montreal, QC

It happened a few years ago, before bill 60. Besides I don't have the paper trail anymore. I gave up and wrote off the 50$, which is exactly what they hoped I would do.


carcajou

join:2012-10-16
Riviere-Beaudette, QC

Despe

Well, if one day there is a class action proceeding, you might have the surprise of finding a check in your mailbox. It would be like Christmas



HowAboutThat

@videotron.ca
reply to Fergless

said by Fergless:

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.

carcajou

join:2012-10-16
Riviere-Beaudette, QC
Reviews:
·Acanac


What Paul really needs is to see his company the topic of a widely viewed television program in Quebec like " La Facture ".

I d sure like to see him answering the journalist about his terms of Service and how to reconcile his business practices with the Quebec Consumers Protection Act.

Expand your moderator at work

delacrouz

join:2012-08-23

1 edit
reply to carcajou

Re: URGENT : Acanac auto-renewal : how to get my money back?

/


carcajou

join:2012-10-16
Riviere-Beaudette, QC

Antoine

Je t expliquerai comment faire ta plainte à l Office de Protection du Consommateur si on se croise ici.