Distributel is by far the worst Ive had.
I originally ordered after looking at an ad online. The lady who took my order wanted my credit card number and to put a charge of 122$ on it. This covered the first month and a half of service, activation fee's, setup fee's and the modem rental. The lady reassured me that this was only for the initial payment, after such time I would receive a bill so I can pay through online banking.
I already had my own modem, this company forced me to rent their own modem which did not offer routing capabilities for over 3$ a month. I was offered to purchase it at full price but was told I could not use my own and had to pay for it.
I was not happy considering I paid a good price for my gig-e and wireless-N wifi modem/router combo but what the hell.
After receiving the modem my services were activated. No issue on that part.
I later received a service order with a preauthorized payment agreement for them to take $52.00 off my credit card monthly for my services. This is the opposite of the agent at sales had told me. I was supposed to get a bill.
I called immediately on the 14th of January, and explain that I did not want part in preauthorized payments. Only at this point was I told that Distributel only took preauthorized payments.
I let them know I did NOT authorize them to take money out of my account, and I did not sign or return the service order form they sent me. I therefor did not consent to the preauthorized payments. The agent told me not to sign the form and that my services would be canceled by the first.
I left on a business trip for a little while and did not return until late next month. Right before my return I had phone another provider for an installation of services. A provider I knew took monthly payments without forcing me to go preauthorized.
On my return I was called that they could not install due to another provider already being there.
Luckily when I originally called Distributel I only gave them a prepaid credit card, and I had put the exact amount of the money they were taking on the card prior to giving them the number. I was reassured it was only used for the original order. As it turns out Distributel did not cancel my services and attempted to take 52$ out of my account 4 times during the month. I was not expecting this and therefor had not put any funds on my prepaid card. From the 15th of the month I did not have any service as they had suspended my account for non-payment. (the same account I asked to be cancelled). While I was away everything should have been unplugged.
So I called about 10 times, demanding my services be pulled. Each of those 10 times they refused. They wanted a full payment of 62$ (full months payment + 15$ fee for insufficient charges on my prepaid credit card). They also mentioned when I called the month prior I spoke with a billing agent, not a cancellation agent. (as if I was supposed to know they had different people for billing and cancellation) So I asked for cancellation.
It was almost month end and my services had been suspended since the 15th. Not to mention the fact I called a full 31 days prior to ask my services to be cancelled. But in order for me to cancel and allow a new provider to come into my home, Distributel demanded I pay 62$ in full, and this agent told me I would have to then pay another 52$ for the next months service, however after that the services could be cancelled. The agent explained that it was too late in the month to cancel the services and that because Distributel would be charged for the line by Bell, I would need to pay an extra month to Distributel.
I was outraged at this point and asked for a supervisor. After holding for 15 minutes, I heard nothing but a click and the line dropped.
I called again the next day after calming down, deciding I would pay the 62$ and the 52$ and I would finally be rid of these slime balls. When I called I immediately asked for the supervisor in order to ensure my account was to be terminated. This supervisor (on a Saturday) told me that this Saturday was the last day to cancel service, therefor the day before I should have been able to do it.
I granted authorization to take the 62$ and cancel my services for the end of the month., the supervisor David called me back saying the payment system was offline and that he would process the payment and cancellation on Monday.
On Tuesday I still had no internet service and there was still no way to install another provider. I phoned in again to find out the supervisor I spoke to took two days off , Monday and Tuesday and my payment wasnt processed and that it was now too late to cancel my services etc etc
So I told them to just take the payment and to cancel my services ASAP.
I phoned back asking for a supervisor on Wednesday to ensure everything was ok. David was the one who called me back. The only good thing about all of this calling was their callback service. He confirmed taking my payment and that my services would be cancelled by the first. This is again the opposite of what another agent told me. Each time you call Distributel you get a different story.
Each agent I spoke to told me a different story about the way things work and their policy.
After paying my 62$ finally on the 26th my services never came back online. I called as I couldnt get another service provider and I wanted service until the end of the month considering I am paying for the full month I was told that David cancelled my services effective immediately when I spoke to him last. This is again not what I had asked for.
The agent offered to rectify the situation however I told her to never mind. I was not going to go through anything to get my services back online for the little time remaining. I did ask to be credited for my services.. I was put on hold for 20 minutes and she came back with a comment which confirmed how greedy and lame Distributel really is.
She let me know that Distributel does not give credits to people that cancel their services.. I couldnt believe it but she actually told me that her supervisor wouldnt let her credit me as I was cancelling my service. I told her it was not a retention method that would work after over 15 calls and speaking to over 20 agents. Here is no way I would ever go back to that company if you can even call it that.
I paid for a full month and fees for a service I had asked to be cancelled well before the required date. Due to an error on Distributels part I had to pay the next months service. I also had to pay an extra 15$ free for insufficient funds on my prepaid credit card as I didnt expect the payment to arrive.
I paid the fee and for a full months service, only to have my services suspended until the end of the month. My services did not work from the 15th of the month until months end. And a credit for days where services were not offered was refused.
This has prevented me from using Distributels service, and also prevented me from installing another ISP. I will make it a mission to spread the word and ensure there are as few Victims of Distributel as possible. By the way I work in IT for a service desk giving advice to several thousand clients. My opinion will make a difference and Im sorry but please do not bother with further communications. I have contacted your agents over 15 times with absolutely no progress. Now that my services are finally being cancelled I am happy.
Marc-Olivier from Ottawa, ON