對不起這麼長的英文. 故事其實很簡單. 我的賬單突然肥大, 裡面有我從未答應要加的服務. 這不是第一次. 而這次這位顧客服務員以誓不低頭的姿態拒絕退款... 我上網，但我不是一塊豬肉。
To Customer Service, Netvigator (PCCW)
CC to The Office of the Telecommunications Authority
Dear Sir/ Mdm,
I have been a loyal customer of your broadband internet service for years, however, I found that your company repeatedly impose dishonest practice of adding extra services on my account without my permission.
Today I found that my August bill is $249, which actually should be $162.
I called customer service of your company, your Ms Anny Wong said the extra charge is for Now.com paid TV, which I have NEVER registered for nor being informed. She claimed that your staff has phoned my brother in April to introduce the Now.com paid TV service, and that once my brother had called your company to cancel paid TV service, while because HE DID NOT CANCEL IT ONLINE, so your company ignored his request and continue to bill me (after so-called 3 month's "free" trial).
While it is impossible for me to verify the teleconversation between my brother and your staff 4 months ago, it is definitely clear that I never agreed to the addition of such service and my brother had not said "yes" for me. (My brother is the registered person of this account 'Davischan01', he has moved out for years and the acc. is now used and paid by me. The reason why there is a record of he calling to cancel the paid TV, is because he did it on behalf of his own account, Davischan02, which HAD paid TV in the beginning.[sorry for the confusion, but the reason my acc. is still under my brother's name is because your staff once said it cannot be changed)]
Ms Wong made many interestingly illogical ASSUMPTIONS: A) given that my brother called to cancel the paid TV, that equals he agrees to the existence of such service, and THEREFORE it equals he/I somehow agrees to this service.B) given that he once called to cancel, it is assumed that the staff HAS EXPLAINED to him that he should cancel it ONLINE (or fax ID copy), if he didn't do that, it is his fault.
While I argued that as the sole user I never received any request to add paid TV service, nor even notice. Ms Wong argues that, "IF SO, THEN WE MUST HAVE SENT YOU EMAIL [to notify you]" - in fact, I didn't get it, but even if I did, how can you assume an unreplied email equals a "yes"!
As I was speaking to Ms Anny Wong, I demanded immediate termination of the paid TV service, and she instructed me to go to 2 separate websites and pass through a few steps each, so as to successfully cancel such services. It is very unfair to impose such unsolicited paid service, while requiring the consumer to go through such pain (I won't know those 2 websites unless Ms Wong told me) so as to cancel them. And she refused to refund the extra money charged on the August bill.
I demand a full refund of the paid TV charges. And I need to raise this issue to the public as this is a totally irresponsible and unreasonable way of doing business. I strongly request your company never to add any paid services (even the FIRST few months are free) to clients unless you get a written and express approval from them.
I look forward to your correction.
(The reason I said your company has repeatedly been dishonest is that I had been added some "valued added" phone service and complained on 2006/05/30, and that your staff immediately canceled them)
Ms xxxxxx
