I understand being a nigh monopoly on phone service in Canada is probably a trying affair. Why, it must cost you a dreadful amount of money to keep up customers flocking to your sterling service of excellence (The fact you are the ONLY company that does local calling must help, though).
I say this because I understand it's hard. I mean, it's not YOUR fault that, when we placed our phone line on hold, last year, because we had a fire, you didn't understand. It's not like "Put this line on hold until repairs are finished" is a clear sentence; why, it could mean ANYTHING. So, of course, we were understanding when you disconnected our phone line and, apparently, gave the number to someone else. It's a mistake anyone would make.
I mean, we've had STERLING service from you before then, so it's excusable. Well, except for the parts where our unlimmited internet access wasn't, infact, unlimited at all! But, then again, it's OUR fault for not udnerstanding that when your service rep says "Flat fee, no extras, no exceptions", he ACTUALLY meant "When you sign this contract, you agree to a bandwith limit of 2 gigs per month, with 10 dollars per extra gigabyte downloaded, to a maximum of seventy dollars".
It's our fault.
So, when you called us to tell us we could be upgraded to TRUE high speed, unlimited download, we were extatic. You, of course, assured us it would work, would cost ten dollars more per month than our current service, and be UNLIMITED! And that this service was avaible in our area. Of course, we didn't understand when you meant "We're lying, it's not avaible in your area. Oops". Silly us, for assuming that if you call US, it means you did some research.
Well, we got another phone number. What else is there to do? Of course, there was some red-tape getting it to work at our new address, which is, in fact, our old address.
But much to our surprise, we found that our internet was still being billed to the old number! It's okay, little mix ups happen. I mean, 0663 being innactive doesn't stop you from sending us bills to it, right?
We informed you that that number was no longer active, and to transfer our bills to the NEW number, 8778, still in the old address. You said "Sure thing!"
We, of course, once more misunderstood clear language. Sorry about that.
It seems what you said was, in fact "We're not only going to transfer your internet bills to the new number, we're also going to KEEP charging it to the OLD number, and charge you interest on the non payment of the old number, and charge you TWICE for the internet (Once to each number. At the same address).
We, of course, were much conserned when we received two monthly statements that differed GREATLY in price. And of course, we called, expressed concern, and were assured it was fine.
Then the line was cut.
Oh, not the internet; just the phone line. For non payment. Which surprised us, really, as we had been paying out bills in full!
But, oops! Our bad. We thought you took care of the OLD number and voided the charges. Silly us! Well, it IS kind of strange that you would disconnect 8778 when 0663 is not being paid, but oh well, what do we know of telecomunication?
So, we called. And informed you of your error.
Everything was fixed! you assured us.
Yet, we silly little Montrealers are dumb, it seems, as we kept receiving bills. For both numbers. Charging us twice. For each service.
And now, you cut the line again.
Oh dear, how ignorant we are, we poor poor people.