Professional Documents
Culture Documents
On October 23rd I once again contacted Acanac. I still had not received any resolution of any kind. Once again I was
given the explanation that they were having server issues and nothing could be done. Upon my further insistence of
some sort of action they recommended that I write my complaint and send it to their complaint email address which in
fact creates another ticket. Here is what was written, much of which is already stated above.
Account znn9stg2
I have been out of work since June. As such I requested back in September to be put on a monthly payment schedule.
On September 14th, ticket [SKF-19873], "Suza" confirmed that my account had been changed to a monthly payment
schedule.
On October 21st I was at the grocery store trying to buy a small amount of food. I was quite embarrassed to find I had
insufficient funds. It was then that I discovered that on October 21st I had been billed for a full years amount, $901.06
on invoice INVOICE # 1751379. I tried to get a resolution immediately on the phone and was instructed to send my
issue to billing@acanac.com. I was told that the issue would be addressed within 2 day. The ticket number I received in
return was [LJF-68552].
With the amount Acanac has removed from my account I am now in a negative situation in my bank account. Every bill
that is return NSF incurs a $48 fee.
Furthermore - I also asked previously AND on ticket [LJF-68552] to make sure my phone service was moved to a
monthly payment schedule as well. This did not happen as the following day, October 22nd, Acanac attempted to
remove the full years amount again. Fortunately(?) my account was already empty soAcanac could not take more.
I spoke with a representative on October 21st, 22nd, and again on the 23rd. The only response I have been given is that
there is nothing that the representative can do and that there will be a resolution soon. I have yet to receive a
resolution.
I have been patient and have tried to extend grace on the matter as Acanacwas willing to work with me when I was
scrambling to even come up with one months payment. After three days of inaction on the part of Acanac I have now
come to the end of that patience and grace. I would like to point out that when you take an amount greater than that
amount agreed upon it can be perceived as theft.
Simply put - my bank account is now negative because of the negligence ofAcanac. I still have bills to pay and each
attempt by a company to collect results in a NSF charge on my account and I risk suspension of services. More dire is
my inability to pay my rent at this point or to even pay for groceries.
My expectations are as follows:
1. Acanac will reimburse me for the amount greater than one (1) months service, as previously agreed upon..
2. Acanac will bill me for one (1) months service, as previously agreed upon.
3. Acanac will reimburse me for all incurred NSF charges due to this error. As of this complaint my account shows two
(2) incidents at $48.00 each.
4. Acanac will issue a satisfactory explanation as to why any sort of resolution has taken such an extraordinary amount
of time.
5. Acanac will issue an apology for the stress and embarrassment that understandably has taken place because of this
unresolved issue.
If you are able to completely and absolutely resolve this issue I will continue to be a customer of Acanac. I have
used Acanac for a few years now and have had no prior incident. If Acanac is unable or unwilling to come to a
satisfactory resolution I will terminate my association with the company. I will also cease to recommend the service as
I have in the past.
If I continue to receive ZERO resolution such as that which I am receiving now I will proceed with a statement of the
facts on multiple social media platforms and I will inquire with some local media outlets to see if they have any interest
in the matter.
On October 24th I received the following email from Acanac
Dear Michael Kenny,
We appreciate your ongoing business. This message is to inform you that following some recent
server maintenance, we encountered a billing process error which resulted in some credit card
transactions being processed twice. We have since corrected the error, are notifying impacted
customers and refunding all duplicate payments.
Today I received
an email that
basically was
intended to close
the ticket of
complaint. It read
the following:
Dear Client,
Below are the dates and amounts of the transactions related to your account:
Duplicate payment date & amount / Date du paiement en double et montant : 10/9/2015 $23.68
We apologize for any inconvenience. At Acanac we strive to provide the best possible customer
We appreciate
service experience. While there is no need to contact our Customer Service Centre for confirmation your patience in
as your refund has been processed, if you do have any questions or concerns, please call us at 1this matter.
866-355-4326.
We were
Sincerely,
experiencing some
recent server
The Acanac Customer Care Team
maintenance
Acanac Inc
which has been
1 (866) 355-4326
resolved. We will
www.acanac.ca
be sending an
email shortly with more details in regards to processing your funds.
Please do not hesitate to contact us should you have further inquires.
Regards,
Natasha
Acanac Inc.
Being frustrated with still not being reimbursed for more than $800 I called Acanac yet again on the evening of the 26th.
I finally talked to someone who took the time to review and understand the issues. Unfortunately she was not someone
who could offer reimbursement or restitution. I was transferred over to billing. Billing was able to fix my account to
bill on a monthly basis. They were not however able to issue a refund. They stated that they had some server issues and
that accounts were locked until issues were resolved. They further mentioned that I would be receiving an email letting
me know when issues would be resolved. My money could not be reimbursed until this particular email was sent and
once that was done it would take 10-14 business days to complete any reimbursement. When I asked to speak to a
manager I was denied. When I asked for a managers name I was denied. When I asked for some sort of avenue to
further pursue I was told to put my complaint in writing to the same address that I had already used. I mentioned that
complaint and supplied the ticket number and was told I would have to create a new ticket. It was at that point I
informed the agent that I would be submitting a letter of facts (such as this one) to the CRTC, Social Media outlets, and
traditional media outlets. The agent replied that I was within my rights to do so.
I do not believe that I have asked for anything extraordinary. I have had too much money taken out of my account and
have asked for it back. If you were overcharged for a can of peas at the grocer you would go back and ask to have it
made right. You would not be told that there was nothing they could do and you would not be told that you could not
have your money back and you would not be told that even when whatever problem was fixed that it would take 10-14
further business days to see any refund. Frankly speaking I am just getting back on my feet. I do not have the ability
at this point to have an extra $800 plus taken out of my account without everything else suffering. I have bills to pay,
rent, groceries to buy, and 5 mouths to feed. The fact that Acanac is unable to find a way to return this amount of
money that was removed in error is inconceivable.