Yak neglected to acknowledge my request to terminate with them
Complaint
Maria Quattro
Country: Canada
I have been in touch with Yak Communications several times this year. In that time, I have spoken to countless of CS Reps and their supervisors to no avail. After letting them know that I would like to cancel with them AND asking what the procedure is to terminate, I was told all I had to do was tell them over the phone that I wished to cancel services. Well, taking their word for it, that's what I did. Little did I know that didn't seem to be enough.
So after seeing that they had been debiting my bank account several times, I emailed them, went to their 'head' office (which is unclear as to if it actually is their head office) with the intent to put in a formal termination with my signature, thinking that would be a very final and official way of letting them know. It turned out that the receptionist had no idea what I was talking about and said that Yak consistently makes this error further adding to her frustrations for the day. Further to this, she called Yak and told them to stop bringing customers to this office, as it is NOT an official Yak HO.
I spole to several CSR many times over and after being put on hold continuously. The average time I have spent on these calls are between one hour to an hour in a half each. Many times I have requested a cancellation, but no email response, and OBVIOUSLY no evidence of that in my bank account since they are still debiting. I do not owe these sheisters any money at all.
I feel I have been deliberately stonewalled and ignored despite many, many polite requests and emails and one attempt at canceling in person. They now owe me over $430. The last I spoke to a rep was yesterday (September 26, 2008) and she finally acknowledged that the customer (me) requested a cancellation/termination of services and even read out an excerpt of the previous rep's notes (from way back in July) realizing that this was typed in my history and someone DID acknowledge my cancellation on many occasions and, reading further, there was mention of Yak intending to refund me over $400 of which I HAVE YET TO RECEIVE, and doubt that I will see unless I take more drastic legal options. Other than close my account, what other recourse is there? Verbal, written, in person, writing via snail mail are all a waste of time. Nice try. All these slimy moves serve to irk the public into taking things further. But I guess I can surmise that they figure 60% of people won't so it's not much of a loss to them in the short run.
What do I have to do to let these people hear customers' requests and have them cease taking money out of my account???!! This is bald-faced theft among many other things.
So after seeing that they had been debiting my bank account several times, I emailed them, went to their 'head' office (which is unclear as to if it actually is their head office) with the intent to put in a formal termination with my signature, thinking that would be a very final and official way of letting them know. It turned out that the receptionist had no idea what I was talking about and said that Yak consistently makes this error further adding to her frustrations for the day. Further to this, she called Yak and told them to stop bringing customers to this office, as it is NOT an official Yak HO.
I spole to several CSR many times over and after being put on hold continuously. The average time I have spent on these calls are between one hour to an hour in a half each. Many times I have requested a cancellation, but no email response, and OBVIOUSLY no evidence of that in my bank account since they are still debiting. I do not owe these sheisters any money at all.
I feel I have been deliberately stonewalled and ignored despite many, many polite requests and emails and one attempt at canceling in person. They now owe me over $430. The last I spoke to a rep was yesterday (September 26, 2008) and she finally acknowledged that the customer (me) requested a cancellation/termination of services and even read out an excerpt of the previous rep's notes (from way back in July) realizing that this was typed in my history and someone DID acknowledge my cancellation on many occasions and, reading further, there was mention of Yak intending to refund me over $400 of which I HAVE YET TO RECEIVE, and doubt that I will see unless I take more drastic legal options. Other than close my account, what other recourse is there? Verbal, written, in person, writing via snail mail are all a waste of time. Nice try. All these slimy moves serve to irk the public into taking things further. But I guess I can surmise that they figure 60% of people won't so it's not much of a loss to them in the short run.
What do I have to do to let these people hear customers' requests and have them cease taking money out of my account???!! This is bald-faced theft among many other things.
Comments
I spent friday night 2 and a half hours with 6 differents CSR (Anita, Esther, Zara, Camille... ) No body was able to give us the reason why this is happening. Finaly, I asked to speak with a supervisor and I spoke with Youssef Ali. He told me that I should call him back Saturday ( october 4th) and my problem will be fix. I called Saturday and the problem was not fix.
I also called my phone provider and on their side everything seems fine. I really don't know what to do. Anyway, I have to call them again today and if they are not able to give me answers I will let the police deal with them because I really thing they are a fraud.
I have had yak since febuary of 2008 and all i signed up for was a local loop internet priced at $34.95 + the local loop of $9.50. which is debited from my mastercard on the 21st of each month. thats fine. until they sent me a bil where the balance was $ 250.00 this happened in august, the next month they sent me a bill for $427.00 they had been charging me internet (34.95 + 9.50) twice in a month. over and over and over. i had been calling since august 2-5 times a week it is now jan 28th 2009 and the matter is still not resolved, i kept being told that matter was being fixed, i have been told that a manager would call me back the next business day, and for 5 months i have been lied to. finally after 4.5 months i was refunded $427.00 after which they still owed me $86.00 x 2. then i check my statements and yak refunded me 86.00 on the 22nd of december 2008 and then recharged me $86.00 the same day, on the 25th of the same month yak refuned me $86.00 and the same day recharged me $86.00 again. after calling them back again i got no where, i was put on hold after being in the Q-line for 2 hours to begin with, and then when i was transfered to another department here they couldnt help me, i was hung up on. i had work early in the am the next day so i decided i would call again the next day. i wake up the next day and realize my service wasnt working. (i have viop, -voice over internet protocol- this means if my internet isnt working, neither is my phone.) so when i got home i had to waste mins on my cell phone to call them back and wait 1hr and a half. after getting a hold of someone in tech support, they told me it was a billing issue, at that point i knew they had cancelled my service. when i finally got ahold of someone in billing they told me my service was cancelled becasue i had a balance owing $511.34 and that the payment was past due by 45 days. (question for those reading... how can i have a balance due past by 45 days when money is taken from my credit card every 21st of each month?) i asked that question to the CSR in billing, and she claims she didnt understand why that was. i had been promised my service would be turned back on the next day. i didnt believe this.. what i did was, i called my mastercard company and reported my credit card as lost, so now my account had been cancelled because i knew yak would try to take that $511.34 from me. the next day i see that my serive was turnd back on, i thought everything was fixed, until the 20th of januray 2009 i received a letter from CGC- collections group of canada. yak communications has sent me to collections for a balance of $511.34. i have had it. i am waiting for a call back from the collection agency because i have decided to take yak to court and OGC if they take any of my money. i called yak and told them the same thing, they said they were transfering me to the collections agency, next thing i know im at the welcome menu of yaks telephone line. i got ahold of someone and said they transferred me, and ended up in the wrong place, the woman then told me she was going to transfer me. 3 seconds later she had hung up on me. i have stopped calling, i have done my part in this, i have every bill i need, every mastercard statement to prove that yak has been commiting fraud on my account and or theft. i'd like to see how much money i get out of these liars by the end of the court date that i am hoping comes up very very soon. i will be charging them for interest that has been calculated on my credit card account because the amount they have taken from my credit card, not to mention money for the stress and agrivation they have caused me + the money they still owe me. THESE GUYS WILL NOT GET AWAY WITH THIS .... TRUST ME!!!! ANYBODY WITH A PROBLEM WITH YAK AND WANTS TO SHARE INFO AND POSSILY THINK OF A WAY TO GET OUR MONEY BACK.. EMAIL ME.... problems_with_yakcom@hotmail.com.... my name is Robert.
i will e-mail you.
from a very pissed off client.
I feel your fustration. We used to use yak as our long distance carrier. We would just dial 10-10-945 before the # and the charges would be added to our Telus account. We never had a problem until we switched to have them as our long distance provider. For 9 months we never received a bill. Finally a week ago as I try to make a long distance call. I am advised by a recording to call the collection agency. When I try to call they are closed so I phone Yak and am put on hold for over one hour. I've never had to wait so long to speak to someone in my life. It kind of shows you what kind of operation they are running. Finally I speak to a rep who informs me that we owe 87.00. I ask her if she had our correct address. and they did. I ask if they had our phone #. They did. It would have been nice to have gotten a bill via post, a friendly phone call or even an e-mail. But no, they are to idiotic. I am looking for an alternative right now. But as it stands my line for long distance is blocked because of these [***].
Sylvia
They never send me a bill. I finally called them on it and they said I was getting email bills. So I asked them what my email address was... They did nto have it. How can I get email bills when Yak does not have my email address? Here is what really has Got me...
I had one of their "people" come to my house to get me to convert to their services... Since I was not so happy with Bell at the time I decided to change over. I asked them about long distance and I was told word for word "You can sign up for the un-limited long distance Canada plan. " I then asked if it was unlimited and her exact words were "It is unlimited, you could call a long distance number at the beginning of the month and leave the phone off the hook for the rest of the month and you would not be billed" I thought that this was great and for the first month I thought I had the long distance plan... I got my first bill and they charged me $86.00 in long distance. I called them and I did not even have the plan!! So they added the "plan" to my service and I got my bill this month. I was billed 28.32 for long distance. I Called Yak (waited on hold for 3.5 hours) to speak to someone and I was told that "the long distance plan has 500 minutes a month, after you use those 500 minutes you are then charged 3.2 cents per minute". I asked what can be done about the flaud that has taken place and they stated there is nothing they can do. On the phone the Yak Rep actually made reference to this happening to other people.... I am getting away from Yak and going back to Bell as soon as possible. Bell costs a little more but they are easier to deal with. Stay as far away from Yak as possible.
Absolutely no bills sent to me. On January 4, 2009, my long distance was disabled. After repeated calls and waiting over 2.5 hours, I was told that I owed the company $500 for the previous year's services. I told them that I had tried to fix this problem months before and I was ignored. They demanded the payment immediately (no paymeny plan or anything) and then proceeded to cut off my phone service. I toyed with the idea of paying the bill but after reading all the complaints on this website (as well as others) I think I will just stick it to them and switch to Bell.
I am going to be checking into the possibility of launching a class action suit against these yo-yos because the CRTC, CCTS, BBB are all either unable or unwilling to do anything about these fraudulent hucksters.
I am especially interested if anyone is actually receiving the full 5 mbit connection that they say is possible. From what I have seen or gathered, they do not even have enough bandwidth to be able to give these speeds and limit connection speeds and blame it on the lines or distance from the CO. When you first start the service, they give you an intentionally low speed, and hope you won't notice. When you complain, they will raise it slightly, but then say the lines aren't capable of more.
I would also be interested in hearing from any disgruntled ex-yak employees who could shed some light on the internal practices and what they are told to tell the suckers err... customers to sign them up.
Please send any "horror" stories concerning Yak to the e-mail address I created for this purpose. Don't send any names, addresses, or telephone numbers. Just an e-mail address so I can get back to you if I can get this suit to go ahead.
An extremely disgruntled Yak customer.
yakattak@live.com
It took alomst 4 months to switch from Bell to Yak on one of my two lines; the outbound caller ID was wrongly changed, and then completely removed for a time until it was changed back to what it was with Bell; I too had long distance service suspended for not paying an invoice that was never sent. Yak's invoices don't list each long distance call made, only those calls made beyond the 500 minute mark. Want a convenient record of your long distance calls each month and think that you can just use Yak's monthly bill? Nope. Sorry. We can't do that.
Want your kids to be able to make a collect call home in case of any emergency? Forget it. Yak no longer allows collect call (I'm serious!)
I just found out that Yak has changed my service - without advance notice to me directly via email, letter or -god forbid- broadcast vociemail- or even indirect notice via a posting on its website. I didn't find out until I tried to call home collect from a payphone at the airport and was told that my number no longer accepts collect calls. Surprise, surprise.
In sum, Yak ( a communications company) has horrible customer communications and service. Stay away from Yak.
Now, I have closed my account. But they still owe me $25 and I'm getting harassing automated calls saying my account is overdue and I need to pay it off immediately! Yak has "no record" of any calls made to me. What a joke.
So I have decided t launch a web site dedicated to Yak Communications and Globealive. Now when someone steals from me I take it back....with interest.
Visit the site often it will be periodically updated.... http://yakcommunications.angelfire.com