Frustrated with my recent MTS experience account transfer

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  • Updated 2 years ago
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Hello,

I'm going to try to sum this up as best as possible. I am moving as of August 1st 2016. I called on July 18th to cancel my MTS services (tv and Internet) because my parents were planning on staying at the house for maybe another 4 months until early next year so it made more sense to cancel the account and they sign up for them selves.

On Saturday my parents decided to put the house up for sale this week which it went on the market on Tuesday. I went into the MTS connect store on Sunday to attempt to transfer the tv and Internet into my moms name as it doesn't make sense to move the service twice. They just told me to cancel the disconnect order for August 1st and then the services will be automatically transferred within 2 business days. I signed the documents to transfer then left the store.

I called on Monday to cancel the disconnect for August 1st and then asked about the transfer to see if and when it will be done. I didn't hear anything until I inquired yesterday in which a representative on Twitter said he will take care of if as he didn't know why the delay. I then asked to be put on my parents total Internet until I can get my friend who im going to be living with as a roommate to add me to his account which we will be doing within the next week.

Today my mom got a phone call which she told me about with regards to Total Internet and she told the rep my son was requesting Total Internet which I can do as I am fully authorized on her account. I am now thinking that something was messed up as my cell phone was removed from my mts Myaccount which has me confused, and very upset with this situation because what should be a simple task has taken nearly a week to get resolved.

I would welcome an MTS rep to make sure everything is sorted out because I feel as though this simple task should of been taken care of within a day or two not nearly a week.

Thank you,
Gordon
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gordon1111, Champion

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Posted 2 years ago

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Gary Park

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It's best to always ask for things in wrighting with a contact name etc for proof
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gordon1111, Champion

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I did get a copy of service order but that's all the MTS connect store would give me. He said people rarely request confirmation but I know that mistakes can always happen and my luck it always seems to happen to me.
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K from Canada, Champion

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Sounds more complicated than it needed to be :)
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gordon1111, Champion

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Yes K it is. I'm starting to think it would of been less complicated to have both services terminated and installed again by my parents however that would of been two truck rolls as it would of likely costed MTS money to do it twice.
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gordon1111, Champion

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I have been told that MTS transferred my cell phone service to my moms account. They apparently transfered it back to my name however it doesn't appear to be linked yet. I requested a manager to give me a call as this should not of happened.
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Tennille, Social Media Coordinator

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Thank you for letting us know what occurred, Gordon. I'm sorry to hear that it wasn't as smooth as it should have been. Have you gotten that call from a manager yet? 
Do let us know whether or not everything gets sorted out. I will intervene if needed! 

Tennille 
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gordon1111, Champion

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I did speak to a manager and she said everything appears to look normal again and I should notice the change in myaccount tomorrow once it's updated. She said she's glad that I caught that mistake early as if I hadn't noticed my cellphone account missing on the myaccount I wouldn't of noticed until I got my invoice. I am still concerned though as I have a feeling that might be charged wrong on my next bill. Thanks. Gordon