Complaints

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:08/05/2025

  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.

  In December 2023, I entered into agreement to contract Telcan as my internet provider. I wanted to pay my bills through my bank and had set up automatic payments but they insisted on credit cards so I discontinued the service at the end of February. The modem was returned as per Telcan instructions in March 2024 and the charger later in July. I realized then that the automatic payments had continued so I got my bank to stop and I contacted Telcan by phone and was instructed to email: *********** @****** with a full itemization of the payments from my account ******** email July 27, 2024. I have followed up with several calls and online chat. However, the answer is always that they will check to see if they have received payment and get back to me. It has been more than 7 months, and I am still waiting for my refund.

  

  Business Response

  Date: 19/05/2025

  Team,
  
  Thank you for bringing the customer's concern to our attention. At Telcan, we deeply value our customers and take their feedback seriously. After a thorough review of the customer’s account and interactions, here is a summary of the events and the resolution provided:
  
  December 8th, 2023: The customer placed an internet service order with Telcan, and modem was shipped to the customer.
  December 11th, 2023: The modem was successfully delivered.
  December 12th, 2023: The internet line was activated remotely. The customer was informed to connect the modem, and she confirmed she would do so later that evening.
  December 15th–16th, 2023: Multiple attempts were made to contact the customer to confirm the connection. Calls went unanswered, and voicemails were left. Follow-up messages were also sent via email and SMS.
  December 17th, 2023: The customer called and reported that the internet was not working. Our team guided her through a hard reset. The internet became active, and installation was considered complete.
  February 23rd, 2024: The customer contacted Telcan about receiving payment decline messages, although she claimed to have paid for January and February. She said she was also receiving duplicate collection messages. She was asked to provide proof of payment.
  February 28th, 2024: The customer sent payment screenshots. Telcan reviewed and acknowledged the receipts.
  March 15th, 2024: The customer requested disconnection of service due to repeated messages and calls, despite confirming that her January and February payments were made. A representative explained that delays in bank updates could cause automated notices. The customer insisted on cancellation and mentioned she had already moved to another provider. She also asked for a refund of her January credit card payment. She was told a refund update would be shared on the following Monday, and instructions for returning the modem were provided.
  March 30th, 2024: A shipping label was emailed to the customer. Service was disconnected.
  April 12th, 2024: The modem was received, but the power adapter was missing. The customer was informed by email.
  April 14th, 2024: The account was officially closed.
  April 9th, 2024: The customer followed up to ask when the refund would be processed. She was informed that her request was still under review.
  May 1st, 2024: A second shipping label was sent to help return the missing power adapter.
  June 28th, 2024: The power adapter was received.
  July 24th, 2024: The customer contacted Telcan again, stating that payments were still being withdrawn from her account. She believed this was an error, as her service had already been cancelled. It was found that the automated payment authorisation (E-Mandate) with her bank was still active.
  December 12th, 2024: The customer contacted us again to ask for a refund update. She was informed that the billing team was still verifying the payment status.
  May 7th, 2025: The customer reached out once more to check on the status of her case.
  May 13th, 2025: After further internal review, Telcan issued a refund of $254.25 through e-transfer. The related invoice and transaction records were shared with the customer.
  
  We hope this timeline provides clear insight into the actions taken. Telcan remains committed to resolving issues fairly and maintaining customer satisfaction.
  
  Please feel free to contact us if you need any further details or documents related to this case.

  Customer Answer

  Date: 20/05/2025

  
  
  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. TELCAN HAS REFUNDED 254 dollars. I am satisfied 
  
  
  
  Sincerely,
  
  
  
  ****** ****************

• Initial Complaint

  Date:21/01/2025

  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.

  I was a cable Internet customer of Telcan until I decided to cancel their service in Dec.2024.
  As per process, Telcan sent an email no Dec.14 to confirm the cancellation and provided a ****** shipping label to affix to a box when returning their modem/router combo along with some wiring and adapter. I packaged the all pieces, affixed their label, and shipped the box via ****** on Dec. 16 2024.
  A couple of weeks later I began to receive pre-recorded calls and text messages to return the modem/router or I will be charged for the device.
  I contacted their support team to inform that the modem was shipped on Dec.16 and provided them with the ****** shipment link to prove that it was shipped. They said once they have updates I'll no longer will receive the calls/texts.
  In the following days, I continued to receive the calls until after the new year and on Jan 7 2025 I was charged $282.50 by Telcan on my credit card.
  I contacted their support on Jan.7, (spoke with Jeevan) to remove the charge as I no longer had the modem since Dec.16 and that it was with ******. Jeevan informed that they will remove the charge and provide the refund and that I should see it in 7 days. The 7 days passed with no refund. I contacted support again on Jan.15 and spoke with Parth and was once again told that I would be receiving my refund. A few days have passed and no refund.
  Here is the ****** shipping link: https://*******************************************************************
  I request that BBB to assist in retrieving my refund as what happened with the modem once it changed hands is out of my control and no longer became my responsibility and should not have been charged for the modem.
  Thank you.

  

  Business Response

  Date: 22/01/2025

  Hello Team,
  
  Thank you for bringing the customer's concern to our attention. At Telcan, we deeply value our customers and take their feedback seriously. After a thorough review of the customer’s account and interactions, here is a summary of the events and the resolution provided:
  
  Timeline of Events:
  April 13, 2023: The customer placed an online order for service installation, scheduled for April 20, 2023.
  
  April 14, 2023: The modem was shipped to the customer's address.
  
  April 15, 2023: The modem was successfully delivered to the customer.
  
  April 20, 2023: The customer confirmed the Internet service was functioning correctly.
  
  December 12, 2024: The customer transitioned to a Fibre connection and requested the cancellation of their Telcan cable service.
  
  December 13, 2024: Telcan processed the service cancellation and provided the customer with a shipping label for the modem's return.
  
  December 16, 2024: The customer dropped off the modem at a courier centre using the provided shipping label.
  
  January 7, 2025: The customer contacted support, reporting a charge for the modem. Our agent informed the customer that the modem had not yet been received in our inventory and assured them that a refund would be processed once the modem was received.
  
  January 15, 2025: The customer contacted support again to inquire about the refund status. Our agent confirmed the modem had not been received, assured the customer of an ongoing investigation, and provided updates.
  
  Tracking Link: https://www.***************************************************************
  ****** Tracking: P***** *** *** ******** ********** ** *** ******** ***** There has been no activity since Dec 15, 2024 and we have reported this concern to the courier service. 
  
  Our Policies and Communication:
  Telcan uses an automated system to send reminders via text message, email, and phone, notifying customers to return rented equipment within 14 days as per our Cancellation Policy (*************************************************).
  
  Customers are informed of potential charges if the equipment is not received within this timeframe. If delays occur, we manually intervene to address the situation and halt charges when possible.
  
  Resolution:
  To resolve this matter swiftly and as an exception to our standard process: A refund for the modem charge has been initiated.
  
  The customer has been informed, and they have been advised to allow up to 7 business days for the refund to reflect in their account.
  
  We regret any inconvenience caused and assure you that we are taking steps to enhance our processes to prevent such incidents in the future.
  
  Thank you for your attention to this matter. Please feel free to reach out if further clarification or assistance is required.

  Customer Answer

  Date: 22/01/2025

  
  
  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,
  
  
  
  ******* ******

• Initial Complaint

  Date:19/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  October 17 2023
  35.35
  Im no longer a customer of the company after they refused to work with me and tried to charge me fees after being in the hospital my pirse was stolen I had to get a new card and forgot to update it. They closed my account with out any notice upon contacting them they were very **** thy never called back as thy said they would. then tried 3 weeks later to send a technician to reservice my internet which i never approved as I already had new service installed and moved on to a company offering better service that tel an could not compete with. They the. Go into my bank account and take money from me that they were not authorized to take.

  

  Business Response

  Date: 16/11/2023

  Hello Team,
  
  Thank you for bringing your concern to our attention. We have conducted a comprehensive review of the customer's account and would like to present a detailed summary of the events and interactions that have transpired.
  
  July 23rd, 2022: Internet order received by Telcan
  July 24th, 2022: Modem dispatched to the client.
  July 26th, 2022: Successful delivery of the modem to the specified address.
  August 3, 2022: On-site technician visit; Internet installation completed.
  
  The customer has been consistently utilizing the service and making regular payments of $48.59 via her card on file, up until August 3rd, 2023.
  
  On August 4th, 2023, a new invoice was generated for the billing period of 8/4/2023 to 9/3/2023, amounting to $48.59, which unfortunately went unpaid. Despite multiple attempts through email, text messages, and phone calls, we did not receive any response from the customer.
  
  Subsequently, due to non-payment of dues for two consecutive months, amounting to $97.18, we disconnected the service on September 25th, 2023.
  
  Following this disconnection, on September 27th, 2023, the customer initiated contact and made a partial payment of $62.15 out of the outstanding $97.18, expressing the desire to reconnect the service.
  
  Efforts were made to reinstall the service with technician visits on October 5, 2023, and October 12th, 2023. However, both attempts were unsuccessful as the customer was unreachable, leading to a lapse in service.
  
  On October 17th, 2023, we charged the customer's card for the remaining dues of $35.03. The customer promptly called, seeking a refund, and communicated her decision to opt for another service provider, prompting the cancellation of our service.
  
  Efforts to retrieve our modem have been ongoing since October 27th, 2023, via a prepaid shipping label. Regrettably, we have not yet received the modem, So as per the policy system applied modem charges of $250 + TAX on customer's account.
  
  Considering the service disconnection on September 25th, 2023, a remaining refund of $12.95 is owed to the customer for the period spanning September 25, 2023, to October 3, 2023.
  
  Upon successful retrieval of our modem, we commit to initiating the refund of $12.95 promptly.
  
  For detailed information on our cancellation policy, please refer to https://*****************************************.
  
  Attached herewith are the last three months' invoices for your reference, providing evidence of delayed payments and pertinent refund details.
  
  Thank you!

• Initial Complaint

  Date:02/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  I had issues with Telcan as they missed my installation date 4 times and left me without internet for numerous days. They offered me a 50% discount which I rejected and was adamant to cancel my set up and get a full refund for my initial set up fee ($50). Instead, they scheduled a call from a supervisor at 4pm on Dec 20th, I agreed to stay on as I was offered a full credit for my second month ($39.55). Now. I'm being told that the credit was never applied.

  

  Business Response

  Date: 28/04/2023

  Hi *****,
  
  Thank you for bringing your concern to our attention. After reviewing your case, we have compiled a summary of your account:
  
  Dec 1, 2022: Internet order received by Telcan.
  
  Dec 2, 2022: Modem shipped to the client.
  
  Dec 3, 2022: The modem was dropped off at the pickup store as the client was not available to receive the shipment. The client was notified to pick up the modem.
  
  Dec 7, 2022: The client picked up the modem from the shipping outlet.
  
  Dec 19, 2022: A technician visited your home for internet installation, but unfortunately, the client missed the appointment. We rescheduled the installation and the earliest date available was December 28th, 2022. We discussed this with the client and they agreed to the new date.
  
  Dec 20, 2022: The client contacted Telcan via chat inquiring about the installation and was offered 50% compensation for the delay in service activation. a few moments later, the client contacted again via chat asking for one month of free service for the delay. The Telcan agent got approval and agreed to honour the client's request. 
  
  Dec 28, 2022: Internet was installed at the client's premises. 
  
  Jan 29, 2023: Telcan system generated the second month's invoice. 
  
  Feb 3, 2023: Telcan voided the invoice to refund one-month internet charges as promised to the client.
  
  Feb 26, 2023: The client contacted us via chat stating they do not wish to use a credit card as the mode of payment which is the only method of payment accepted. The client then requested to cancel the service by the end of the billing cycle.
  
  Feb 28, 2023: Telcan disconnected the service.
  
  Mar 2, 2023: Telcan emailed the client a return shipping label to get the modem back.
  
  Mar 14, 2023: Telcan received the shipment from the customer, and the account was marked as closed. 
  
  It's worth noting that the client was only charged $50.85 in total, which covered the first month's charges and shipping fee. The second month's charges were waived as compensation. The client's account has been closed, and the credit card on file has been removed. 
  
  I have attached the invoice and transaction details to confirm the payment made for compensation.