The future is friendly, the problem is today: part 2

On April 7, 2007 I posted a rant against a monolithic Canadian telecommunications company that had provided a pretty horrific customer service experience to our company.

Finally, some closure!

After nine months of getting nowhere with technical and customer service nightmares including a $15,151.24 early termination charge, I can finally say this battle is over. But, I must say, it was a shocking and disconcerting finish. 

After receiving this bill, I immediately phoned to find out what the heck it was for. After considerable discussion, the customer service representative discovered that the bill was double what it should be and reduced it to about $7,600. I was still not satisfied and asked to see the original contract that I signed.

It took more than two months for them to fax a copy to me. What was faxed was a contract that ended on December 31, 2005. They claimed that it automatically rolled over and would terminate with written notice on December 31, 2008. I asked repeatedly to point out where it stated that the contract would automatically roll-over. The customer service representative said, "sorry sir I don't write the contracts, I'll have to get back to you."

She phoned back in half an hour and quickly said, "we are reversing the charges and crediting your account."

In shock and amazement I pressed her a little to try to understand how this could happen. This was the gist of her response, "we have a new policy in place where all enterprise customers get charged until they can prove otherwise."

In today's age, how is this even possible? I felt so appauled that a major corporation could be allowed to behave this way. I am also dumbfounded how 26,000 employees can buy into this culture of deception—there must be one heck of a profit-sharing program in place. I sure hope that no credit union ever adopts policies like this!


A shout out to Prospera and Vancity for their innovative work.

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