… as well as their Billing Department!
On Labour Day, at 1850 hrs, I received a call from Royal Bank Security advising me that there had been suspicious activity on my credit card account. They asked me if I made a particular purchase, which I hadn’t. So immediately, they cancelled my card, and would issue me a new one in a day or two. Fine.
The next day, I called, e-mailed or changed billing practices for everyone to let them know what was going on. Everyone got the message, except for Cogeco. When I called them, they said no problem. The bill was in the queue and could not be changed. (Why, I’ll never know!) It’ll fail but no sweat, she said. I changed the method of payment from credit card to chequing account, and left it at that.
I called again in October just to check on my account, and the guy chuckled when he said I owed quite a bit, including a bill from the previous address. He couldn’t tell me how much for some unknown reason, but all seemed to be OK. So on October 9th, I transferred $200 from my chequing account to cover part of that bill. Then, on October 10th, Cogeco withdrew $136.66 from my chequing account.
I then forgot about this until December 2nd. I checked online and noted that I was being billed $8.00 interest. For what, I asked myself! So, another call to Cogeco. The lady I ended up talking to turned out to be rather snippy. Apparently, I was not billed in November as a recent bill had come back NSF. Right – but that was from the credit card. No, she insisted, it was the chequing account. I attempted to correct her, but she started to get snippier with me. Cogeco seems to always be correct, damn the customer. At that point I just told her to cancel my damn account.
I am still waiting for my final bill, but before I pay that, I am going to have to check to see just how much they took me for this year, as the snippy woman said no money was taken from my chequing account. My bank records differ on that.
Cogeco lost a loyal customer of 5 or 6 years – just like that. It took as long to cancel their account as it did Royal Bank to cancel my credit card!
It has been gone for almost a week now, and I haven’t missed it at all.
What kind of way is this to do business? When a customer has problems with the billing, not a peep is heard from anyone. There were problems with the change of address and two account numbers. On their part, there was the mistaken belief that the chequing account came back NSF. It was also noted that throughout, their web site was telling me the payments were coming out of my chequing account. One hand there doesn’t know what the other hand is doing! I am glad I am rid of them!
I should add that Cogeco never reached out to me with regard to this matter. Another mishandling of the problem! When will companies ever learn?