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Worst customer service and not cancelling my phone service
Posted by on
Rating: 1/51
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?
     
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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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Horrible Service and Disconnection Charges
Posted by on
Rating: 1/51
SCARBOROUGH, OHIO -- Hello

COMWAVE is cheating people to get service. Loyalty department has no Loyalty at all. Please careful and ASK them is there any other charges to cancel their service.

I got very bad experience with COMWAVE HOME phone service. At first when I got call from telemarketer I was told there is no other charge and I don't want to go to contract I can cancel any time without any charge. Now they ask me to pay shipping charge to get their modem. I got phone set up and there are no clearance in their line at all. I did many complaint and was advised they are fixing it. I was tired off using their service, After holding phone about an hour every time I got the tech and was asking me to get some test done. Even though problem is with their device they try to blame on your Internet company. Final result they don't accept their service is really really ----bad. Now I called them to cancel it and asked twice and confirm that there will be no other charge as I don't have contract. I was told it is OK to cancel and will be no other charge with two different Rep. After half hour someone left message there will be $50 Disconnection fees. I called back and talk to Loyalty dept with Nelson. This person Nelson has no Loyalty at all and he is totally lying about we had informed you. They cheating by not telling you in beginning to get service and charging you after when you ask to cancel.

Be careful as I suffered lots and lots from their service and now THEY WANT ME TO PAY $50 FOR NOTHING BUT TO CANCEL SERVICE. BIG LIAR AN CHEATER. WHY GOVT. IS NOT LOOKING AFTER THEIR FRAUD.
     
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Comwave Deception
Posted by on
I am posting below my chat log with Comwave customer service. I just want to share the way they are deceiving the customers:

Welcome to Comwave Online Chat. An operator will be with you in just a moment.
You are now chatting with 'Minxy'. Hi there...how may I help you?
Russel: Is there any contract necessary?
Minxy: Sorry for the delay. I'll be with you in just a moment.
Minxy: No there are no contracts to sign
Minxy: You can cancel your service any time
Russel: great, so Call Select offered me 3.9c for calling Bangladesh-Dhaka Landphone and Mobile. But I see that Comwave is higher, can you give me a better rate?
Minxy: One moment
Minxy: No, sir we do not match call select because of their substandard quality
Russel: but that is your guarantee isn't it? I see no clause for not matching "substandard" quality. BTW, have no idea about quality of Comwave VS Call-select, In what way do you think Comwave is better?
Minxy: We only match like-services.
Minxy: Comwave provides the best quality for calling South Asia
Minxy: for example, we are partners with the largest telecommunications companies in India, as well as major carriers everywhere else
Russel: but Call-Select IS a LIKE service in everyway. you are only commenting on quality. I am sure if I call Call-Select they will claim the same against you, so it's all hearsay.
Minxy: We cannot match a service that does not invest in quality as much as Comwave does
Minxy: it doesn't make sense it terms of business
Minxy: Quality does make it not a like-service if it is not as good
Russel: in that case, according to your claim, you are the best, so you are saying there is no like-service? So in general you will not match price (as advertised) but instead just claim that you are better than everyone else?
Minxy: There are companies we do match
Minxy: Many of them
Russel: Yes, of course the one that are higher in rates, the ones that are lower are magically (or conveniently) "substandard"?
Minxy: No, sir. Companies with good services have rates that vary. Some of ours are higher and some of theirs are lower, and vice versa, depending on the country
Minxy: Companies with substandard quality have all low rates
Minxy: It just a matter of being willing to compromise a good quality call for a few cents
Minxy: Some people would rather communicate clearly
Russel: But that is completely different from what you advertise. You are claiming to match the Lowest rate. So all of that is just a deception isn't it?
Minxy: I will be right with you.
Minxy: In our terms and conditions you will find this information
Russel: That is just shrewd and dishonest. You should be ashamed. A company that can't even live up to words they put in their advertisement, why would a customer believe anything you say. As a prospective customer I donot find you trustworthy at all.
     
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Anonymous on 2009-06-30:
WTH?! They don't price match, so go with them for their service, or go with someone else for their cheaper price.
I'm sooooo glad I don't work in retail, or customer service.
I'd end up throttling somebody for sure.
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Do Not Use They They Lie
Posted by on
Rating: 1/51
TORONTO -- Hey Folks

So I have tried to make this work. Signed up for the 84.95 a month 50meg internet and the unlimited Canada and USA phone. Well I just got my bill today and much to my surprise they bill me for all the calls to the USA. Going to call on Monday and cancel my home phone service. I am filing a report with the BBB next and then on to the next form to post this as many places as I can. I just can't open every bill and be surprised every 30days. I want my Primus account back.

DON'T NOT BELIEVE ANYTHING THEY SAY.

Please I ask you to give your business to anyone else.
     
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Comwave Beware
Posted by on
Rating: 1/51
TORONTO -- Warning. Please don't use Comwave. They are scam artist with a lot of hidden fees. Customer service is horrible. When you try to cancel they charge you for things you are unaware of stating there was a verbal agreement you were never notified of, nor do they have a copy of it. They also state all these fees are in Comwave's terms and agreements that I was never given nor was informed of. I paid more so I would not have a contract yet they still won't allow you to cancel! Phone goes down more than it works, Comwave usually can't fix the problem and alway blames the internet company. Home phone didn't work, Comwave was unable to fix and trying to cancel they won't even tranfer you to the customer service department. Then they won't give you the information on where to send back there box. Worst company I have ever dealt with. Even if the phone was free I don't want to deal with their company.
     
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They Lie to Get You on Board and Then Do Not Refund or Have Any Customer Service Whatsoever
Posted by on
Rating: 1/51
TORONTO -- Promised a tech would come over and set up everything I did not have to do a thing. Set the tech apt for July 23. A Rogers tech came, and when I asked him how come he said Comwave rents the lines from Rogers and are not allowed to touch the lines. I got billed $52.91 for that and wasn't told, they made it sound like a Comwave tech was coming. I did not like having to set up everything myself with Internet videos, called Customer Service (In the Philippines) and no answer, hit the number for new services and it was answered right away. Told them I wanted to cancel (this is after the first day). They gave me a hard time but eventually gave me return verification numbers for the phone and Internet and said they would reimburse me. No reimbursement yet. Then 2 weeks later Rogers cuts my phone off, I was told by them not to cancel until everything was set up but since I set nothing up and called to cancel and Rogers was still working thought everything was okay. They sucked my phone number up and put it into "Cyberspace". Spent two whole days with Rogers to fix this. Rogers says what they did was shady but legal. So I had to do a lot of running around to get phone service back. Still am w/o phone service for another 3 days.

Rogers was really good, waved the setup fee because I never really cancelled but I don't have my old phone number anymore

Shady shady company - lies, lies, lies,

The sales reps will tell you anything to get the sale and get a hold of your credit card number - then its curtains!!!!!!

Sandra Oliver
     
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osholiver344 on 2013-08-13:
I would like to add that I have written the Better Business Bureau and filed a complaint to the CRTC. Slamming - is the term for stealing your phone number which is illegal. Hopefully, they will get my old phone number back. I strongly advise anyone who has had problems with Comwave to do the same. The more complaints lodged against this company will determine their future. It is a Pakistani company who sets up Sales and Customer Service in the Philipinnes w/o telling anyone. Unfortunately, they think all North Americans are w/o brains and have too much money.
Carmen Stef on 2013-08-24:
I would like to do it, but I do not know how. COMWAVE is the worst telecommunication company. Please help!
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Horrible Customer Service
Posted by on
Rating: 1/51
TORONTO -- Comwave customer service is just horrible. Every agent has a different story to tell you.

Don't get trapped by the low cost: at least the bigger companies provide you with good service!
     
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Alain on 2012-11-03:
Official government complaint sites for Comwave in your area: http://crtc.gc.ca/eng/home-accueil.htm and/or http://sse.gov.on.ca/mcs/en/pages/default.aspx
Alain on 2012-11-03:
Add www. to 'sse.gov' web address.
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Long Distance
Posted by on
Comwave had a scam going on where you could your cell phone for unlimited calling for $20 a month and also unlimited calling by dialing a special number where companies like rogers/bell etc won't charge you any extra fees if you were on a $20 plan let's say for 200 minutes you could call as much as you want just that you would dial Comwave number enter a pin so this way it would go through Comwave and your local cell company won't find out about it. Well people to let you know it was the biggest scam I ever seen because they have rip me off and my brother over $500 since our companies did find out about it and charge you extra minutes & LOCAL DISTANCE HAS THEY SAW FIT AND KNEW WE WERE GOING THROUGH COMWAVE TO DO THIS CALLS. When I call the general manager she gave me some nonsense of complaining too late and that I wasn;t using the appropriate number to get their service and that why my provider charge me for every call, They also had the guts to tell me they won;t refund me a penny because it was my fault, Well Comwave S.O.B'S I will let the media know about this plus take you crooks to court for being such mongers and total S.O.B's in your customer service and false advertising something that doesn;t work and sceemming reputable providers like rogers in the first place. You watch and see you big crooks and you will file for CHAPTER 11 when I'm finish with you guys since you been total jerks about it and no customer service or sastifaction in the first place.
     
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trmn8r on 2011-09-28:
I found both unlimited calling for $X per month, and Y number of minutes per month (eg 200) for $X a year. Your complaint seems to allude to both.

Which plan were you supposed to be on? At a glance, your complaint that alleges a scam appears to be about the very foundation this company's business model is built on. Are you sure you were following the prescribed procedure?
Starlord on 2011-09-30:
Apparently, admin has once again taken umbrage at my voicing my opinion. I did not keep a copy of my comment, so I cannot question their decision to delete me.
GreenstarYT on 2011-09-30:
I would vote you helpful star but I can't yet :(
jktshff1 on 2011-09-30:
+10 starlord
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Comwave is a SCAM
Posted by on
This is a company of crooks!! I thought I would give it a try, what the heck, 6 months free. It took more than a month of dealing with the techs (who were polite) and finally got it working. They kept blaming my cogeco mode. Anyway, come may, we decided we were not interested. When I called, a very rude agent who had trouble with the English language told me I was locked in for a 3 year contract. I guess somewhere in the agreement, it says that if we keep the service for 3 months, we agree to a 3 year contract. I tried and tried to get a sensible person but to no avail. I finally sent their modem back by registered mail for a cost of about 11 dollars. I have contacted the Better Business Bureau and finally got some action. Last week, I got a call saying if I agreed to paying $59.85, they would let me off the hook. I hate to do it but I might go for the easier softer way. DO NOT GET INVOLVED!!!! If you are, go to the BBB. and good luck.
     
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Alain on 2011-09-22:
I went to
http://comwave.net/legal.shtml
and they do indeed have a clause that they used to get you. In section 3.04 Promotions: "Customers who sign with Comwave Home Phone service for 1 year and are rewarded with 6 Free Bonus Months; the six months are on top of the 12 month term and not included as part of the term." Yep, buried in Section 3. This legal jargon looks like Perry Mason put it together. Pay the bums and thank you very much for the warning. I wouldn't let this company clean my cat's litter box.
Mr. T on 2012-03-21:
I am in the same boat. COmwave is going to charge some 600 dollars. How do I cancel it?
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Horrible phone service, horrible customer service.
Posted by on
When I sign up with Comwave, I chose the no contract option, cancel anytime, they sent me a modem for which I was charge $75.00, I was told that if I ever do not want their service I was going to get my money back, after two months of bad service, drop calls, people I called weren't able to hear me, I decided to cancel the service, for 3 months I tried to talk to somebody, but I got put on hold for very long period of time, to the point that I had to hung up, and called again latter, they kind of refuse my cancellation order, even no I had the contract that said cancel anytime no penalties, finally the told me that in order to cancel the phone service I will get a phone call from the president or vice president of Comwave to discuss my cancellation order, I do not recalled having somebody so important from bell or rogers ever calling me to discuss why I want to cancel a service, well anyway the guy calls me when he probably knows I am at work, the last time he called me was to say that they were going to charge a fee for cancelling the service from them, even know I was paying more money a months to cancel anytime, now I am stuck with this modem and the fee that they charged to my credit card, I think this people are crooks they promise anything in order to get you to sign service with them, do not fall for those adds of cheap service because at the end you will loose more than what you were paying before
     
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comwave :( on 2013-07-30:
I specific told them that I do not want a contract and they said yes no problem
the service is really bad now I want to cancel and they would not let me, or I have to pay a penalty they really suck !!
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