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Worst customer service and not cancelling my phone service

Posted by Nilesh on 2012-02-21
Rating: 1/5
Filed under: Comwave
TORONTO -- I was told by an account manager that there is no contract. I can continue up to the time I want. Later, when I requested to cancel the home phone service, they are telling to pay early cancellation fees as it is automatically renewed contract.
I called sales people for new home phone service. The agent told me that there is no automatic renewal. I have recorded that talk.
I called 10-15 times to get rid of Comwave.
They are not responding. They are sending invoices.
They are not giving me the physical office address to return the modem.
What else we can do in such cases?
     
User Replies:
Alain on 2012-02-23:
Contact the Ontario Ministry of Consumer Services (6th Floor, Mowat Block, 900 Bat St., Toronto, Ontario M7A 1L2--[416] 326-8800) via http://www.sse.gov.on.ca/mcs/en/Pages/Contact.aspx
Kim on 2012-12-05:
Thank you so much.. I was almost going to try them out but your comment prompted me to check the BBB to see if there were other complaints, of which there were many. Thanks again for saving me a lot of frustration. 8-)
ETIEN on 2013-01-31:
Would like to add WARNING based on my experience with Comwave during 9 months in 2012.
COMWAVE claims to be Canadian company but in fact it is a company that has its base in Pakistan and they have extensive involvement in Pakistan economy. Just search on Google: Comwave Pakistan.
Canadian company was set up to raise money for operations in Pakistan in North America USA and Canada) Naturally there are many immigrants from Pakistan living in Toronto and they invested and they manage company. Comwave has no known physical address. All communication is done over the phone. They 4 divisions.
1.Sale department. Well trained and polite people
mostly located in East Asia ( Pakistan, Philipins and also in South America ( El Salvador).
They will tell you everything you want to hear.
Quality service, 24 hours 7 days a week personal technical support, low cost, low long distance, free service, no contract-you are free to leave at any time you wish etc.
2. Accounting division.
All your phones go to their Comawave Server monitoring centre and your call duration and destinations are recorded which is the basis for preparing monthly invoices.
3. Technical support division.
when you Technical support be prepared to spend even an hour. You will be put on hold again and again. Tech support people are far away from Canada and the only advice they will give you is to reset your internet and Comwave telephone adapter (which transfer voice into digital pulses.
This takes about 5-8 minutes. You may have to do it every day many times and it may not solve your problem. When you phone again and againg asking fro help and complain to them they will mark you based on your tel number as COMPLAINER. Next time you call for technical support you will be bounced from one to the other. " Please hold I am going to transfer you to another technician who may be able to help you. He or she will recommend resetting your Internet Modem and adapter by unplugging. At this moment you have lost telephone conncetion and you must call again and waite another 20-30 minutes and you will speak to a different person who will tell you to rest your Modem and Comwave adapter.
When you reach that extreme point in frustration and you decide to close the account you will be told by a person in accounting that you can cancel you must pay the amount you owe them based on 3 years contract. Monthly cost times 36 months.
When you protest that you did not sign any contract and that you were specifically told that there is no contract you will be told that a person who told you that was not fully knowledgeable of company policy which states that
from the moment you sign up you have 30 days try it. After 30 days you enter by default into a 3 year contract. To cancel the contract they required 30 days advanced notice in writing.
So basically from the moment you sign it you must cancel it immediately otherwise if you try the service just for few days and wish to cancel the service it is too late and you will automatically be in a 3 year contract and responsible to pay the amount that Comwave would get if you stayed 36 months. They claim that you agreed to Terms and Conditions during you signing up and they have recorded you answers and you said YES to respecting Comwave Terms and Conditions.
There is nothing in writing presented to you to read as you get when you signed up with Cell phone providers.
Comwave has a document that customers have no chance to read or even see it.

It is Called: LEGAL DISCLAIMER-Residential
Terms and Conditions.

I was able to get this document and it says:
-Customers are entering a 3 years contract by default unless they specifically request 30 days in advance of contract expiration to close the account. If they do not receive it 30 days in advance request to close their account
CUSTOMERS 3 YEARS CONTRACT WILL BE AUTOMATICALLY
RENEWED for another 3 years.
"Comwave has the right to refuse service but subsciber is still responsibsle to pay monthly charges.
Comwave has the right to refuse service at any time for any duration without any notice to subscibers who owe any amounts to Comwave without prior notice.
-Comwave is not responsible and liable for quality of service.
Comwave is a Marketing Company and does not provide actual telecom services.
Subscribers are responsible for early cancellation fees (ECF)
All Comwave Contracts are renewed automatically for another years term unless specifically requested 30 days before anniversary.
The subscriber acknowledges that Comwave services are provided on a best -effort basis and lack of serervice or poor quality is not the ground for contract termination.
This information is not given in writing or verbally during signing up.

Comwave shows in their advertisements a ribon
" Consumers Choice Award" 2012.
It is important to know that Consumers Choice Award does not mena that company was chosen by customers as providing excellent service to customers. Consumers Choice Award is a Marketing Fraud.
Any company even with extremely poor service can buy the right to display
Consumers Choice Award by paying for the right
to display beside their name in advertising.

Comwave management has already been found to defraud consumers of millions of dollars and Comwave excutive has been jailed for fraud.

Comwave uses Canada and USA as a base to lure middle class people who are looking for ways to save few dollars here and there to reduce their financial stress. Comwave needs money to support their extensive operations in Pakistan.
If you bite into bait of Comwave Lower cost telephone service they will get your money for at least 36 months even if you want to cancel and close account because of very poor telephone service.
Comwave uses intimidation, threat of being harassed by a collection agency, increasing penalties for delay and want their EARLIER CANCELLATION FEE to be paid in total.
This is extortion: They do not provide a service
they claim that you have a contract with them,
in their LEGAL DISCLAIMER they say that: COMWAVE Services will be subject to ECF .
Comwave will provide customers who require it a copy of voice recording as proof that customer agreed to terms and condition for the cost of $25.00.

COMWAVE must be stopped misleading customers.
They must be forced to do business according to Candian laws and not Pakistani laws.
Customers must be asked to sign a Contract or allow customers to leave with say 3 months payments and not 36 months.
Affected Comwave customers must organize and find lawyers and investigative reporters to examine legality of business practices and file a CLASS
ACTION against COMWAVE practices.

End.


brian fox on 2013-07-30:
the worst phone service I have ever dealt with lies and more lies just to make you go away.
you can not get a supervisor to take to the cut your service off for no apperent reason.got 6 months free on the 4th month they cut my service off because I did not pay????? when contaced they said it was a mix up restarted my service only to have it cut off the next day for same reason .
when I got hold a service rep and told them iam still on free trial they hooked me up again
now a week later after 45 mins on cell phone I have no service and they don't no why so service dept is looking into it may take 48 hrs.
just a complete scam don't have anything to do with them run.
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