Update regarding your issue. Our manager tried calling you but could not reach you. I am passing on the message that we would like to inform you that your refund $192.10 has been processed in your original payment method.valerka wrote: ↑ I would avoid CanNet by all costs.
Was their customer for about a year, as many reported, the connection became extremely unstable and the speeds would drop dramatically.
Canceled my service in late April, cancellation went ok, the rep had sent me prepaid shipping label to send back their modem.
Fast forward a week ago, I get an invoice from them for $198!!!! The invoice is for the modem they're claiming to have never received. This charge was never authorized and they proceeded with charge anyways!
I had shipped it out a few days after the cancellation whilst using the prepaid shipping label provided by Cannet.
Trying to resolve the matter with Customer service is a nightmare, their reps are all based in India and keep telling me that their office have never received the package, my question is how they know that while being physically thousands of kilometers away. When asked to be transferred to a supervisor, it feels like they transfer me to they buddy sitting beside them who are even less helpful. They simply do not care about my concern and explanation, period, when asked to have someone call me from the head office in Toronto, I once again received a call from a rep in India pretending they are from Toronto.
I've contacted Canada Post both at the location where I mailed the modem and their customer support number. They reps tell me that the tracking number on the prepaid shipping label is faulty, it shows nothing in their system, even if I had not shipped any package using that label, they would still have a record in their internal system saying that shipping label was created but not used. The tracking number on the Cannet prepaid shipping label shows as incorrect, Canada post Rep was actually surprised by that. When I relay that information to the Rep, they simply fail to acknowledge it and keep telling me that when they track the number online it doesn't display anything.
Therefore, if you do cancel, I suggest that you physically bring the modem to their office, or keep the receipt. My account was charged two months after I had shipped the modem and unfortunately didn't have the receipt saved.
Canada Post will investigate this issue and before this is finished it will take a long time. Therefore we are giving you the benefit of doubt and believe that you truly returned the device via Canada Post. We apologize for the inconvenience and trouble this has caused you.
If the investigation comes out negatively we would be required to charge you for the device or in this case we will try to figure out a mutual agreement.