ComplaintsforVMedia
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/05/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Cancelled my internet with VMedia back in February. Extremely ******* on the phone when I explained I found cheaper service, employee ended up hanging up on me. Today I get an email saying I owe them money for March. I haven’t even had or used service from them. Email says they contacted me multiple times and this is the first Im hearing about this. Called three times today to try and work it out, was hung up on each time. Wouldn’t be surprised if they never cancelled my account. Leave me alone!Business response
09/05/2023
Very sorry to hear about this experience! It is not typical, and we strive to provide customer-centric solutions and reliable high-speed internet and telecommunication services to Canadians, coast-to-coast. *** **** ******** ** ****** *********** *** ********* ********* **** *** ******* ****** *** *********** ****** ******* *** ** *** ****** *** ******* ** ************ ********** **** *** ***** *** ********** ** ********
Based on our investigation there is no call regarding service cancellation therefore the account was billed for march and was sent to collection agency.
With that said, we deeply regret any negative experience. if we have not already addressed your concerns, and/or you feel we could improve and would like to share feedback with us, please do not hesitate to reach out to us at www.*****************. We very much value the feedback of our subscribers and would appreciate an opportunity to earn back your trust and support. Thank you for your patience and understanding, and we look forward to hearing from you.
Customer response
09/05/2023
Complaint: ********
I am rejecting this response because:There are numerous other people on here complaining about you not cancelling their account when they’ve requested it, you hanging up on them, and also billing them when they didn’t actually have their internet turned on. You DID recieve a cancellation call and simply decided not to cancel my account. I will be rejecting the debt and reporting you to the CRTC.
Sincerely,
****** ******Initial Complaint
21/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I owed $75.65 for my November invoice. I paid it on November 10th at 2:23pm. Confirmation code **** through ***. The site crashed as I paid it. It however said payment processed on vmedia’s website. For 11 days now I have been ******** with vmedia over this, through live chat, email, and I was just HUNG UP ON over the phone. My bank says vmedia got the money and vmedia needs to open up an investigation because obviously during the crash, the money didnt make its way to reflect on my account. I paid ******* online so my payment on my bank statement does not include my account number which they can’t understand…it NEVER will have that through an online ******* payment. Only has it if its paid through an online banking payment. *** ***** **** ** ** ****** ** *** ** *** ***** ********** *** ** ****** *** *** *** *** **** ** ** **** ******** * ***** **** ******* ****** ** *** *** *** * ***** **** *** ***** *** **** ****. ** **** *** *** LOOK UP THEY TRANSACTIONS AT YOUR BANK NOV. 10TH AT 2:23pm EST.Business response
21/11/2022
To whom it may concern,
Thank you for the opportunity to clear the situation and apologize to Emily for the billing issue. The payment was received on November 10th however due to a system issue or glitch the payment was lost and did not apply to the account, this is not typical for our system and we regret that it did not rectify right away. We found the payment and apply it to the correct account.We also spoke to Emily today to apologize and offer 50% off next month's bill for the service issue and she accepted the offer.
Thank you and I hope this clarify the concernCustomer response
21/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. * ** ***** ***** ******** ******* ****** ****** *** **** ******** ** **** ********** * ***** * **** **** ***** ** ** ********* ****** *** *** **** **** ** *** *** ****** ******* ** * *** *** ** ***** ** ****** * *** ** ****** ** *** **********
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Customer Complaints Summary
39 total complaints in the last 3 years.
7 complaints closed in the last 12 months.