I have been a customer of Acanac now for four (4) years.

When I chose this company for my internet needs it was

because their prices were very reasonable for unlimited internet. I was also able to get a VOIP phone line free of charge
for the first year. There were some extras and fees I wasnt crazy about but for the most part we left each other alone
(no sales calls) and I was happy. When I first signed up with them I was put on a yearly payment schedule. This year in
June I became unemployed. I contacted Acanac in August to inform them of my situation and to see if there was a
possibility to move to a monthly billing schedule. The amount for twelve (12) months service is $797.40 plus taxes
which works out to a little over $900. September 11th I requested to be moved to a monthly billing schedule in the
amount of $75.95 plus taxes which works out to just over $85. On September 14th I was correctly billed for one (1)
month $85.83. I also received a separate confirmation email that my account was moved to a monthly billing schedule.
I had similar issues with my VOIP phone bill but also had that resolved. I was correctly billed on October 7th for one (1)
month $23.68. Clearly they had received my request, agreed upon my request, and acted upon my request.
October 21st I attempted to buy a small amount of groceries in the amount of approximately $30. In my head I knew I
had just a little over $900 in my account. The majority of this was intended to pay my rent. I was shocked and
embarrassed when the debit machine indicated insufficient funds. After reviewing my online banking I found that
Acanac had billed me on October 21st for a full year of internet service in the amount of $901.06. This emptied my
account and to date has caused two other bills to be returned NSF costing me a further $96. I called Acanac on the
evening of the 21st and was told they were having some server issues, there was nothing he could do to refund me, and
to put my issue in writing using their online support system. This creates a ticket which is to be addressed and
resolved. He also mentioned that the issue would be resolved shortly and I would hear back within two (2) days. Here
is the ticket submitted.
In regards to INVOICE # 1751379, account znn9stg2.
You have incorrectly billed me for a year.
In previous communications I have stated that I have been out of work for
several months.
I specifically requested to be moved to a monthly payment schedule.
You have not done as requested. I was shocked and embarrassed to find at
the grocery store that my bank account was empty because you have taken the
full year instead of a one month payment. Not only could I not pay for my
groceries but now I will have no hope of paying my rent.
I request - again - that you move me to a monthly payment schedule. I am
not in a position to pay for a full year.
I also request that you refund the money you have removed without my
approval back into my account. I would like to make sure that I am not
evicted because I paid to have internet.
Furthermore - please ensure that my phone service is also on a monthly
billing schedule so that I do not have this same issue again.
The following day I received notification that Acanac had made a second attempt to bill me for the amount of $901.06.
As my account had no money left in it this was unsuccessful. I received yet another notification that Acanac had made
an attempt to bill me for a full year of phone service in the amount of $148.48 which also was unsuccessful. I called
Acanac again on the 22nd to see if there was some sort of resolution as two further attempts were made at taking my
money. The individual on the phone again told me that Acanac was having server issues of some sort and that there was
nothing that they could do to assist me in getting a refund at this time. Apparently everything was waiting for the server
issue to be resolved. I was told a resolution would be coming soon and that I would receive an email but no actual
timeline was given. I also received zero feedback on the ticket I had submitted.

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.

Refund amount / Montant du remboursement : $23.68

Today I received
an email that
basically was
intended to close
the ticket of
complaint. It read
the following:

Refund confirmation number / Numro de confirmation du remboursement : 4454397380

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.