As far as I am concerned I ended my relationship with WIND on September 13th when I sent them this email (some personal identifying data has been redacted)
I have been on hold for a "cancellation agent" for half an hour. That is beyond unacceptable. Indeed if the customer service agent I had been speaking to had not said "I am going to transfer you and wait on line with you until the cancellation agent answers" I would have hung up sooner. Instead I heard the same tune and the recorded voice promising a "real person" would answer in a minute over and over again. In all that time I heard nothing further from the customer service agent. I assume he was forced to answer other calls and could not wait with me.
My account number is xxxxxxxxx
My phone number was xxxxxxxx
Stephen Rees
xxxxxxxx Highway
Richmond BC
V7x xxx
On Friday of last week I unlocked my phone. Since then the SIM card for WIND will NOT connect to your service. I have therefore gone to a new, more competitive service provider.
The customer service agent told me that my account shows a balance owing of 50c. However, your payment system cannot accept payments under $1.
That, it seems to me, is your problem not mine. I think that a company that expects its customers to go out of their way to make payments in cash is out of touch with current reality. If you had paypal, for instance, I could settle easily. If your on line system for credit cards actually worked - or if the agent could have said either that the amount would be waived as a gesture of good will, or some acceptable payment method suggested, then we would not have an issue.
[here I inserted a link to my previous blog post]
I would also commend the customer service agent for being the first WIND employee who actually tried to win back my business. Sadly, he was too late and had nothing to offer that I wanted. The interminable delay that was imposed on me because I wanted to close my account settles the matter for me. I would not come back to you now even if you paid me to.
When I tried calling WIND's customer service number today on my cell phone I was first cut off, then found that my phone dialler could not select any of the options on their system. So I had to call them on a land line.
When I got through, the customer service agent confirmed that they had a record of my previous conversation, and the email I have quoted above. Note here that they have never replied to that email. She insisted that I had not closed my account since I did not stay on the line after being kept on hold to speak to the "customer loyalty department". She also said that she did not have the ability to cancel my account either. I explained that I was using a land line at work, and that I could not tie up that one while on hold to speak to someone who COULD cancel my account. After some asperity on my part, I suggested that she write down my new cell phone number and ask the cancellation agent to call me on that, since I cannot use their system on my cell (as described above). She agreed that she could ask them to call me. That was an hour ago. I have yet to hear from them, so I decided to start writing this blog post.
As things stand at the moment, I have a cell phone that is incapable of calling the WIND system - even if I put back their SIM card. I am being required to pay for a month of service on this phone that I have not used on their system. Since I have been unable to talk to a cancellation agent, billing will continue until I can. But now I am simply waiting for them to call me.
UPDATE September 27
I had a call today from Kathy at WINDMobile. She said "this should have been handled better. I will take care of it for you." She then "took it off the air" and closed the account, confirming that it now shows a zero balance. She also said "I apologize" and hoped that they would have an opportunity to better in future.
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