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ISP Bans Man From His Own Account
Divorce Gets Ugly, Videotron Doesn't Warn Him
by Karl Bode 10:32AM Monday Aug 27 2012
Videotron customer Arthur Pequegnat is unsurprisingly annoyed at the fact that he was locked out of his own account by the cable operator -- and had his emails deleted completely. Pequegnat has clearly been making the rounds to have his story heard (he posted to our forums last week), eventually found that ultimately it was his soon-to-be-divorced wife that managed to get him locked out of his own account. He's posted a video of his experience.


Even though he did add her as an account holder, his efforts to get Videotron to explain why they didn't at least contact him before locking him out have proven unsuccessful. He has however managed to get the attention of news outlets like the Montreal Gazette:
quote:
After several calls with Videotron’s customer service, Pequegnat was unable to get any satisfaction, and in a call he recorded and later posted to You Tube, a customer service representative can be heard telling him that normally, the company advises its customers before an account is terminated. "Something happened," the agent told Pequegnat on the edited recording.
His story has resulted in some interesting discussion in our forums. Many forum users initially blamed the man for giving account access to someone he couldn't trust (though you're supposed to be able to trust your wife, right?) Another discussion thread exists here where users are slightly more sympathetic. Pequegnat has filed a complaint with the CRTC.

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skeechan
Ai Otsukaholic
Premium
join:2012-01-26
AA169|170
kudos:2
Reviews:
·Clear Wireless
·Cox HSI
·Verizon FiOS

You have to bring in a body to change a Cox account

My neighbor went through hell trying to get his wife's name off an account. She ended up having to show up to the main Cox office in person with him before they would finally do it.

Meanwhile I wonder if this act by his wife would be actionable.
cramer
Premium
join:2007-04-10
Raleigh, NC
kudos:8

Re: You have to bring in a body to change a Cox account

said by skeechan:

Meanwhile I wonder if this act by his wife would be actionable.

It is, and will burn her seriously in the divorce. (At least in the US, who knows in Cananada)
25139889

join:2011-10-25
Toledo, OH

Re: You have to bring in a body to change a Cox account

in the US depends on the state, lawyers and the Judge. She could easily say she was shutting off the services, and he was aware of it.

rodjames
Premium
join:2010-06-19
Gloucester, ON

2 recommendations

This guy is a moron.

That's what you get for using ISP email.

PapaMidnight

join:2009-01-13
Baltimore, MD

1 edit

Re: This guy is a moron.

Yup. Blame the OP. That's the solution.

Edit: Sorry, forgot the /s tag.

rodjames
Premium
join:2010-06-19
Gloucester, ON
yup.

nonamesleft

join:2011-11-07
Manitowoc, WI

sounds like a case of spite

Women really are truly evil.

Mannus
Premium
join:2005-10-25
Fort Wayne, IN
Reviews:
·Frontier FiOS
·Vonage

2 recommendations

Re: sounds like a case of spite

Here's the math to prove it.

baineschile
2600 ways to live
Premium
join:2008-05-10
Sterling Heights, MI

Re: sounds like a case of spite

clever girl

nonamesleft

join:2011-11-07
Manitowoc, WI
Interesting response.

Simba7
I Void Warranties

join:2003-03-24
Billings, MT
LOL.. I've seen that before..

xkcd?
LucasLee

join:2010-11-26
kudos:1

Re: sounds like a case of spite

said by Simba7:

LOL.. I've seen that before..

xkcd?

that particular picture predates xkcd by a lot, but definitely fits thematically with their regular content.

FFH
Premium
join:2002-03-03
Tavistock NJ
kudos:5
said by nonamesleft:

Women really are truly evil.

In a divorce, the lengths the parties will go to to screw each other over is truly amazing. This isn't some ISP story. This is a marriage breakups can be REALLY messy story.
--
»www.mittromney.com/s/repeal-and-···bamacare
»www.mittromney.com/issues/health-care

Dude111
An Awesome Dude
Premium
join:2003-08-04
USA
kudos:12
Yea they can be...... Feel bad for the guy!

88615298
Premium
join:2004-07-28
West Tenness
This is why some of them mysteriously drown in bathtubs.

Ncrdrg

@videotron.ca

Don't see how that could not be Vidéotron's fault here

When you have a primary account holder, adding someone else so they can control transactions too should not mean they can take over anytime they want. That's a pretty blatant problem with their policy. It was his wife after all. This shouldn't be uncommon.

The fact that they required identification for adding this 2nd person but not for kicking out the primary is ridiculous. And that they refuse to resolve the situation after the fact is nothing less than shitting all over your customer.

A 2nd user should NEVER be able to boot out a primary user without authorization. This goes against security common sense (or a death certificate). If I decide to make a joint account with someone, do you honestly think a bank will let one of the two parties kick out the other and claim the account? Hell no! They'd be held legally responsible for this. And Vidéotron is in a worse position here since they booted the primary account holder.

I support this man to sue both Vidéotron in small claims court and go after his ex-wife for fraud. He should probably talk to his divorce lawyer about this, there might be a possibility of criminal charges being raised by this act. I quote (Wikipedia) 'In criminal law, a fraud is an intentional deception made for personal gain or to damage another individual'. This seems to fit the bill in both accounts but I guess it depends on what she told Vidéotron to get him booted.

So if I were him, I'd be pursuing: 1 - A CRTC complaint, 2 - A lawsuit against Vidéotron and 3 - A police complaint to have his wife indicted for fraud.

Simba7
I Void Warranties

join:2003-03-24
Billings, MT

1 edit

So..

If you put a "secondary" account holder on your account, they can do anything to the "primary" account holder's account?

Wow.
25139889

join:2011-10-25
Toledo, OH

Re: So..

Yes. That is the same way in the US as well. They tell you that up front when you add the person to the account. They can shut off services, add services and what ever else they want.

Nightfall
My Goal Is To Deny Yours
Premium,MVM
join:2001-08-03
Grand Rapids, MI
Reviews:
·ooma
·Comcast
·Callcentric
·Site5.com

So, let me get this straight...

A man opens an account. This guy also adds his wife to the account, which makes sense. His wife has full access to the account as a result. Then, his wife felt the need to cancel the account since they are going through a messy divorce. The man, who is pissed off that his account was removed and all his emails deleted as a result, calls customer care to complain. The customer care rep said that "something happened" but didn't explain.

I guess the only issue I see here is that his wife was a vindictive spouse.

Did the man give her access to the account? Yes
Did the woman have access to delete everything since she was on the account? Yes
Was the account deleted by someone who didn't have access? No

Seems like a pretty open and shut case to me. If I was him, I would go back and ask for the account to be reopened and his email account restored. Oh, and don't add the soon to be ex-spouse to the account as well.

Problem solved.
--
My domain - Nightfall.net

David
I start new work on
Premium,VIP
join:2002-05-30
Granite City, IL
kudos:101
Reviews:
·DIRECTV
·AT&T Midwest
·magicjack.com
·Google Voice

Re: So, let me get this straight...

said by Nightfall:

A man opens an account. This guy also adds his wife to the account, which makes sense. His wife has full access to the account as a result. Then, his wife felt the need to cancel the account since they are going through a messy divorce. The man, who is pissed off that his account was removed and all his emails deleted as a result, calls customer care to complain. The customer care rep said that "something happened" but didn't explain.

I guess the only issue I see here is that his wife was a vindictive spouse.

Did the man give her access to the account? Yes
Did the woman have access to delete everything since she was on the account? Yes
Was the account deleted by someone who didn't have access? No

Seems like a pretty open and shut case to me. If I was him, I would go back and ask for the account to be reopened and his email account restored. Oh, and don't add the soon to be ex-spouse to the account as well.

Problem solved.

+1 and I agree. It sucks, we see it here as well. Had one lady that chewed on me and my contacts because her ex husband killed the account. Cost her a $250 ETF. She hit the roof but guess what?!?!? She left him in charge of the account while the funds were coming out of her bank account.

long story short, karl's article just explains the problem with having joint accounts. If it can happen here, what happens when it's a bank account?

I wish my life lessons where that cheap!
--
If you have a topic in the direct forum please reply to it or a post of mine, I get a notification when you do this.
Koetting Ford, Granite City, illinois... YOU'RE FIRED!!
25139889

join:2011-10-25
Toledo, OH
emails will NOT be restored as once they are deleted they are deleted generally.

and 2- did you see the part where the call he posted on YouTube was edited by HIM.

Nightfall
My Goal Is To Deny Yours
Premium,MVM
join:2001-08-03
Grand Rapids, MI
Reviews:
·ooma
·Comcast
·Callcentric
·Site5.com

Re: So, let me get this straight...

said by 25139889:

emails will NOT be restored as once they are deleted they are deleted generally.

and 2- did you see the part where the call he posted on YouTube was edited by HIM.

Most organizations backup their email stores for restoration in specific cases like this. I have seen this happen a couple times when I worked in the ISP business.
--
My domain - Nightfall.net

battleop

join:2005-09-28
00000

2 recommendations

Not the ISP's Problem

This is not the ISP's problem, it's his problem. He added her to the account and she then used the authority to delete the account. It's not the ISP's job to play referee in this situation. It's also not their job to keep backups of everything just in case the evil bitch does this kind of thing.
--
I do not, have not, and will not work for AT&T/Comcast/Verizon/Charter or similar sized company.
MaynardKrebs
Heave Steve, for the good of the country
Premium
join:2009-06-17
kudos:4

Re: Not the ISP's Problem

He sues her for lost income & reputation with his employer and clients. Maybe in the amount of her share of the divorce settlement + his costs + punitive damages.

battleop

join:2005-09-28
00000

Re: Not the ISP's Problem

He would have to prove there was an actual loss.

Everyone who has ever worked in support has heard the "I am losing (insert exaggerated amount here) per hour because (insert some service here) is down."
--
I do not, have not, and will not work for AT&T/Comcast/Verizon/Charter or similar sized company.

Twaddle

@sbcglobal.net

Re: Not the ISP's Problem

Sounds to me like your idea of "Support services " as well as many others is in dire need of an attitude adjustment. People in support tend to forget all to easily is that the customer is the one paying for services(and yes support). The attitude of "I don't give a rats ass if your service is down" is all to common.
When I was working for a living and needed access to the internet I could be DOA if I didn't have it to finalize details on multimillion dollar purchases-yes no typo multi million dollars. I've heard of so many lame ass excuses for service interruptions from people who are nothing but script monkeys it was pathetic. It's not a personal attack on any person as it is a observation/condemnation on how the idea of support has fallen to a very low level of importance in corporate America.

tshirt
Premium,MVM
join:2004-07-11
Snohomish, WA
kudos:4
Reviews:
·Comcast
said by MaynardKrebs:

He sues her for lost income & reputation with his employer and clients. Maybe in the amount of her share of the divorce settlement + his costs + punitive damages.

We don't know enough to reach that conclusion.
Suppose part of the divorice is about his use of the internet account for porn, she could then argue she thought it might save the marriage by cutting off the account (or at least his access) and delete ALL mail unseen.
She would be wrong but had legal access to attempt this and(in most states) have legal power to act on his behalf and well as her own.
PX Eliezer7
Premium
join:2008-08-09
Hutt River
kudos:13
Reviews:
·callwithus
·voip.ms
said by battleop:

This is not the ISP's problem, it's his problem. He added her to the account and she then used the authority to delete the account. It's not the ISP's job to play referee in this situation. It's also not their job to keep backups of everything just in case the evil bitch does this kind of thing.

Right.

It's like a joint bank account, on most types either party can take out all the money!

-------------------------

WHY didn't this guy download his e-mails to his e-mail program like Outlook or Thunderbird?

WHAT kind of fool keeps them on the ISP server?!

battleop

join:2005-09-28
00000

Re: Not the ISP's Problem

Oh how I don't miss residential service. I used to get calls from angry husbands/wifes wanting to pay us to spy on the other spouse. They were always pissed when we told them no thanks. Sometimes they would have their lawyer call back and try and bully their way into getting the info.

No Subpoena or CALEA warrant = SOL. We won't waste our time no matter who you are.
--
I do not, have not, and will not work for AT&T/Comcast/Verizon/Charter or similar sized company.

stray

join:2000-01-16
Warren, NJ

Reason #99

Yet another reason never to use your ISP for your email account, the number one reason being that it makes things hard when you're switching ISPs, whether you're getting a divorce or just a better deal elsewhere on internet service.
--
V-Rtifacts - When Virtual Reality Was More Than Virtual

AVD
Respice, Adspice, Prospice
Premium
join:2003-02-06
Onion, NJ
kudos:1

Re: Reason #99??

said by stray:

Yet another reason never to use your ISP for your email account, the number one reason being that it makes things hard when you're switching ISPs, whether you're getting a divorce or just a better deal elsewhere on internet service.

you mean reason #1 and #2 (though not necessarily in that order)
--
--Standard disclaimers apply.--

Rogue Wolf
Mourns the Loss of lilhurricane

join:2003-08-12
Troy, NY

Re: Reason #99

I dunno, seems more like reason #99 to me not to get married.

Did you know that marriage is the number-one factor in divorce?!
--
I may have been born yesterday, but I've spent all afternoon downtown.
W180

join:2011-03-08

Videotron to blame?

I work for the call center of another ISP in Canada
as a supervisor and if the primary account holder
is not on the phone we cannot cancel an account
even if the caller validated the security of the
account or if they were authorized to make
changes. They can make upgrades on the plan,
remove and add services, just as long as it
doesn't mean a contract or a cancellation. So
Videotron policies don't seem right to me (if those
are the policies and not an error), I would read
the ToS if I were him to see what is their policy.