Complaints

This profile includes complaints for MCSnet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MCSnet

  4810 50 Avenue St Paul, AB T0A 3A0

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  MCSnet

  PO Box 98 4810 50 Ave St Paul, AB T0A 3A0

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:22/07/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An account I shared with my daughter was terminated in May. This account had a phone number which was a house line but delivered via internet. When I inquired about 'porting' this number I was stonewalled & given non-factual information about the process. In fact they appear to be ignorant of the rules. Not being able to get a straight answer except to be charged for this service I declined. They called back twice with the same offer which I declined. Now they have levied an invoice against me for services not provided to me. Their resolution system sucks as does the knowledge level of their support staff. Indeed for the 15 years of 'service' the phone suffered bad reception outages & other problems. They never resolved the issue. I lived with substandard service as even ***** could not deliver good signal. I initially called in May and asked about porting & had to have a call back because the agent couldn't help. It was two weeks later when I received a call & was told I would have to open another account & pay for a service which is free by any other carrier & should be with this one too. I declined. The agent referred me to a supervisor. I received a call on the 29th June with an offer to pay for this service by opening an account & again I declined. They proceeded to open an account in my name & have billed me for deactivation of an account & back billed me four months & now want payment. No one in the organization seems to have any idea how to deal with a situation that should easily resolved as any other carrier will attest. I would try to resolve this issue myself but in 15 years I have not been able to resolve most issues with their service. I simply had to endure their lack of communication & resolutions skills.

  Business Response

  Date: 25/07/2022

  ******’s daughter called in to cancel services that were under her name on May 2, 2022, as he was no longer paying for services. At that time, she also requested to remove him from having any authority on the account.  

  
  VoIP services got transferred from ******’s daughter's account prematurely. Services should not have been transferred until we received a signed contract and payment information from ******. Signing a VoIP contract is a month-to-month term and has no activation fee. We do have a cancellation fee, however, that is waived upon return of our equipment. As stated on our website, https://mcsnet.ca/phone/ , our phone service is $29.95/month. I did do some looking around on ****** and could not find anyone who provides this service for free.   

  
  The invoice ****** sent to you states CR $94.67 which indicates that there is a credit on the account from services being cancelled due to not receiving a signed contract or payment information. Since ****** actually did not make any payments, we have balanced off his account and moved the credit to his daughter's account since she was the one paying for services previously. 

  
  As documented on the account, ****** was informed on May 31 that he needs to sign a contract to assume responsibility for VoIP services as well as provide payment information. We left a message on June 28 started a signed contract needs to be received or services will be cancelled. We left another message on June 29 and with no response, services were cancelled on June 30 at 4:30 PM thus resulting in the credit on the account as his daughter had prepaid for services.    

  I have attached an invoice showing that there is $0 owing. 

  
  

  Customer Answer

  Date: 25/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******