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Vntalk
Premium
join:2005-03-15
reply to Vntalk

Re: Electronicbox Try To Steal Money From Their customer ???

This is what i thought, the CSR said that there's no supervisor now, they are on vacation, and if i don't ask for a call back i don't think will will take note. It's easy to get money but it's hard to get a refund...

I use to have a friend who work in a call center, i do know the typical answer when i ask to solve a problem..supervisor's always unavalaible to client...we'll see next monday



eboxnat

join:2011-05-06
Montreal, QC
kudos:6

Just to confirm that my my coleague was telling the truth :P
Diskace (Our CEO) is away on vacation until monday.

We can easily modify your disconnection date, which is something we prefer doing. In your case, we did not have sufficient notice to prevent the automated payment from passing in your account.
Had you of contacted us 10 days sooner, once the invoice was sent via email, we could of easily reversed it and prevented this issue.



hm

@videotron.ca

said by eboxnat:

We can easily modify your disconnection date, which is something we prefer doing. In your case, we did not have sufficient notice to prevent the automated payment from passing in your account.
Had you of contacted us 10 days sooner, once the invoice was sent via email, we could of easily reversed it and prevented this issue.

So what you are saying is, people need to give 30-days notice, PLUS and additional 10-days for your payment system.

So 40-days notice.

Even your policy seems to state something similar, 30-days + 5 days notice. total 35 days.

40 days or 35 days doesn't equate to 30 days notice to me.

Sound strange to you too?


eboxnat

join:2011-05-06
Montreal, QC
kudos:6

No, we ask for 30 days to be able to assure the billing for the next month is not processed.
We will make disconnections on the last day of any billing period, meaning the 30th or 31st and do not offer prorated billing for any disconnection prior to that.

Unfortunately when not provided sufficient notice to prevent the automated payment (due to be charged on the 14th of each month) we do not offer refunds, we will gladly provide a credit on account or plan the disconnection a few weeks later to ensure no loss on the clients end.
--
Electronic Box Inc.
»ELECTRONICBOX
Natasha Contardi



Guspaz
Guspaz
Premium,MVM
join:2001-11-05
Montreal, QC
kudos:23
reply to hm

said by hm :

said by eboxnat:

We can easily modify your disconnection date, which is something we prefer doing. In your case, we did not have sufficient notice to prevent the automated payment from passing in your account.
Had you of contacted us 10 days sooner, once the invoice was sent via email, we could of easily reversed it and prevented this issue.

So what you are saying is, people need to give 30-days notice, PLUS and additional 10-days for your payment system.

So 40-days notice.

Even your policy seems to state something similar, 30-days + 5 days notice. total 35 days.

40 days or 35 days doesn't equate to 30 days notice to me.

Sound strange to you too?

I don't know where you got that. The timeline looks like this:

August 2nd: When the customer officially had to cancel to avoid the charge.

August 7th: The last day that eBox could have aborted the payment, and cut the customer some slack without violating their no-refund policy

August 14th: The date the customer was charged for September

August 17th: The date the customer tried to cancel September

This is all very straight forward... The official policy is to cancel 30 days in advance to give enough time to stop automated payments. The technical system in place allows about a week beyond that as a buffer, letting customers do a late cancellation. In this case, the customer cancelled WAY too late.

The customer's complaints that he is paying for service that won't be offered is because he does not intend to use the service in the month of September, and so objects to paying for the month of September. However, the customer violated the policies they had agreed to (to provide a 30 day notice for cancellations). The customer agreed to the 30 day cancellation policy. The customer agreed to the no-refund policy (it's in eBox AUP on their website). eBox is within their rights to enforce the very straightforward terms that the customer has agreed to.

--
Developer: Tomato/MLPPP, Linux/MLPPP, etc »fixppp.org