The column for anyone fed up with bureaucracy, frustrated with delays or furious with poor service. Tell us your complaint and we'll try to fix it ...
Ronald Baker, of Tsim Sha Tsui, informed his internet service provider CPCNet Hong Kong in March that he wished to terminate his service at the start of May. He said the company not only would not cancel his account, it threatened to hire debt collectors to make him pay for charges between May and now.
'I am writing to ask for help in resolving a problem I am having with CPCNet, a Citic Pacific company,' he said.
'Many years ago, I opened a dial-up internet account with a company named Global Link Information Services. After several changes of ownership, this firm is now owned by CPCNet Hong Kong. Earlier this year, I decided to cancel my account with them, having arranged broadband service with another company.
'I wrote a letter asking them to terminate my account with effect from May 1, 2006. I mailed it to them with my payment for their March 2006 invoice. Then I sent a copy of this letter as a reminder when I paid their April invoice. When I received their May invoice, I returned it with a note addressed to their managing director reminding him that I had asked to cancel their service.
'During the same period, I received at least five telephone calls from various people in their company. The gist of the conversations was always the same: they refused to accept my cancellation because I had not signed their official cancellation form, as was their policy.