I used to be a big fan of Yak Communications (and their parent Globalive), for being a low (reasonable) cost provider in Canada.
However - Yak's issue (my issue today) is not unique to Yak, I've had the same problem with Bell up here as well. So - it may be a telco thing, or maybe in other industries as well - but today - I'm calling out Yak for their bull$%^& billing practice.
You know the one, where you cancel your account, for whatever reason and move on to another telco, or internet provider or TV provider, but somehow, you keep getting billed. Why? I actually don't know why it take 30 minutes to set up an account, but beyond that why is canceling an account not a 1 minute conversation and 'check' in the billing system....
The doubter in me thinks this is tacitly known and accepted by Yak (and probably Bell and Rogers), where you keep getting billed and then the onus is on you to a) discover the mistake and b) call up and get it fixed.
Today is my 3rd call to @#$%'ing Yak to get this fixed. Yak used to provider reasonably priced DSL Internet service. With no warning, one day when you called in you realized the service is now with another company. Great communication plan there Yak.
But the billing thing, I mean, f'n really. 3 phone calls to say, uh, I don't get internet anymore, please cancel my service and stop billing me. No, perhaps someone from the tech team or billing or senior management would like to respond and explain why it take 90+ days to stop billing someone who doesn't get your service anymore.
To make matters worse, i.e., my customer service experience I have been on hold now for 16 minutes with the same stupid looped message every 20 or so seconds. At least put on some effen music.
I went through this with Bell for a year. I can only wonder how many other people do as well and just don't notice. If any lawyers read this there might be a lucrative class action opportunity against Canada's major telcos for this issue.
We've just heard recently about the "System Access Fee" debacle in Canada where the telco's made people believe 6.95/month was a government levy when indeed they charged. And yet, what was with that fee? I mean, if I'm getting mobile service then I presume getting access is part of getting service, like who would just pay the fee and not get access. So this was really just another bullcookie charge from Canada's illustrious telco oligopolies.
I have to wonder who the a-holes in senior management are that approve this. You know, like if you're a Sr. VP you're probably bringing home over $200K a year and that's not good enough, you have to screw the customer for made up fees.
>>>>side note, 27 minutes in to the phone call now, and still no resolution<<<<<<
Am I the only one on this? Does it not seem odd of all the things a telco can do technologically, canceling an account or providing a refund seems to beyond them. I would have to say "no" it's not. It's a known issue, and they (Canada's oligopoly of telco companies) should be held to account for it.
Here is a link to Canada's ombudsman site for Telecommunications:
http://www.ccts-cprst.ca/
Here is a link to their complaints page: https://www.ccts-cprst.ca/en/complaints/complaint-form
People of Canada, stop getting gouged, stop getting screwed, stop allowing the telco oligopoly to screw you. Write the ombudsman at the above site and make your voice, your legitimate complain heard.
Thanks,
M.Brown
consumer advocate
resident writer in Canada
disgruntled telco customer
