Alway save documentation, emails etc., even if you think you'll never need them again.
In May we cancelled our internet service with Information Gateway Services (IGS) in writing via email. We recieved an email reply back the next morning from a Staff Support employee from their Peterborough office named Mike stating that our account was paid up til the end of June and our account would be removed at that time.
Then in mid December we recieved a very think envelope in the mail from Jo'Anne Cassidy at IGS's Head Office in Kanata, Ontario containing 6 "past due" invoice and a letter demanding payment on our "severely delinquent" account in 7 days from the date on the letter or our account will be transferred to a collection agency. IGS had continued to bill us a basic flat rate fee per month since June.
We tried to explain their mistake to IGS serveral times but our emails, phone call messages went unreturned and a letter unanswered. Unanswered untill that is we contacted our lawyer who fired off a strongly worded letter demading an apology to us and notifiying IGS that we would sue for damages is our credit rating was impaired.
To this date we've yet to receive an apology for the stress IGS created but did receive a 4 line letter from Frank Kahle the Vice President/General Manager thanking us "for sending the required document so that the outstanding issues could be resolved".
Most businesses don't count on every consumer having lawyer insurance which we could count on thankfully, for times just like this.
BEWARE, BEWARE, BEWARE of IGS. Thank goodness for word of mouth.
Mr. & Mrs. R
Ontario
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