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PCCW customer Henry Lee Hin-kwong thought he had cancelled his phone line by September to switch to another phone company but was shocked to receive a demand note last month from PCCW for monthly fees up to December. The phone giant has apologised for what it called a misunderstanding after a Take Action inquiry and has cancelled the line.
'I called to cancel my landline on August 16,' he said. 'A week or two later, a sales representative from PCCW called to try to convince me to reconsider. I said no. I later found out the rep had actually cancelled my cancellation order.'
PCCW said the misunderstanding stemmed from Mr Lee's agreement to let another phone company handle the phone number transfer and that PCCW was never contacted by the other company for that purpose.
'Our standard practice is to confirm the validity of a cancellation order. Our staff will call the customer to verify the order details. Mr Lee informed us that he wanted to keep the number and change operators.
'If a customer wants to take his number to another operator, the other phone company will take care of the details with us.