Harrasing phone calls from Freephoneline.ca!

[MikeC]

I'm just wondering when freephoneline.ca decided to harass their new clients? When I originally signed on over a year ago, no problems. However, just a few weeks ago, I signed up my parents and also purchased a config file for them. I'm moving towards porting them from Bell.

Someone from freephoneline called them up and started going on about things they really didn't understand...DSL service, long distance plan, etc. Obviously, I know what they're talking about but my parents really don't. Also, even though their contact information was corrected entered into freephoneline.ca, they person kept saying the wrong address...is this some sort of test?

They told the person if they left their name and number, I (as their son and the person who signed them up) would call him back and answer all his questions. The person refused and hung up. Since then, this person has called back every day around noon time. This is crazy since I don't live with my parents and I work. Therefore, calling during the day, around noon, is pointless.

Ultimately, this type of harassment is completely unacceptable and I'm now looking at lodging a complaint with the CRTC.

[TheHardy]

Seeing as how Kris (admin) only drops in from time to time and Steve (fpl-Steve) is on vacation, I would suggest dropping a PM or email to Lauren (fpl-Lauren) and getting her to look into this.

Your allegation sounds pretty serious and I would take it as such too -- it is one thing to call up and ask/tell about the existing service, but a blatant sales call trying to up-sell and not taking into account the fact that they asked for contact info to call back (your parents). The complaint to the CRTC might be warranted, but I would also try to get it resolved internally with FPL. Utilizing this forum and some of the contacts here should help track down who made the call etc and find out why and what can be done.

I know from previous posts that Steve has been able to drill-down and track specific reps that were making/answering calls...

[FONGO_kris]

I would suggest you call into our support center to inquire, as the forums are mainly community driven there is no official full-time support here, just very dedicated employees who have taken it upon themselves to guide the forums in an appropriate direction... and delete spam.

Unfortunately, as soon as you sign up with a service, said service provider has the right to call with promotions etc... even up to 18 months after cancellation of services. That being said, you do have the right to refuse to receive these calls. What I would suggest you do is call into our support lines, and request to speak with a supervisor who is in a position to request that you be taken out of our outbound autodialer.

[MikeC]

Kris, I appreciate your reply but signing up doesn't provide the service provider carte blanche; to call every single day and refuse to leave contact information. That's harassment and there are guidelines and limits to this sort of activity.

[FONGO_steve]

Unless the address information is 100% correct to Canada Post standards, there could still be an address conflict that's preventing us from submitting your information for e911.

Ie. if I live in North York, I may simply enter 'Toronto' as my city when I sign up for freephoneline. Although Toronto is the encompassing city, it is not the correct geographical region I live in. This would cause my address to be rejected for e911 service. We will attempt to correct this address so many times by calling the customer before the account will be suspended.

We are required by the CRTC to be able to provide full e911 access to all of our customers, so if there is an address mis-match or rejection we do take it very seriously and will try many times to reach the subscriber before ultimately cutting off their service.

When our agents phone to make an e911 correction, they will also take the time to inform you about the other services we offer such as very low rates on high speed DSL service and long distance credits.

Please call into our support team if you have any further questions or concerns about this as we will be unable to address them over the forum.