• 1
  • Problem
  • Updated 3 years ago
  • Acknowledged
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: Issue resolved by Hailey

In Aug 2014, I wanted to transfer my cellphone over to my mother-in-law. We went down to the store and they told us we had to do it over the phone. So we started the process over the phone. We only had one hiccup in the process because her name on her ID did not match the name they had on her file, so they told her she had to go down to an MTS store and show them her ID so they could correct it and then finalize the transfer. She went to the MTS Store in Selkirk, MB. They changed her name but they did not finalize the transfer. Why?....Fast forward to today Oct 15, 2014, I called confused about why the cellphone has shown up on my bill for the 2nd month, they explain to me that the transfer was never finalized, and has now expired. So I had to start the process over again. I agreed to the terms and conditions, I called her to tell her to call MTS. She went down to the store and agreed to the terms and conditions. They told her I had to call back to finalize. So I called back, the woman pressured explained to me that I had to pay the outstanding balance before I could complete the transfer, although I am remaining a MTS customer as I have internet through MTS. So I ended up paying the outstanding amount with my credit card. She transfers me to the wireless department to finalize the transfer. I ended up telling her the previous woman I spoke to made me pay the outstanding balance before it could be finalized, and she said "That's weird, we can transfer it whether there is an outstanding balance or not". Cue tears of frustration....WTF?
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Punk5Rock .

  • 70 Points
  • sad and frustrated

Posted 3 years ago

  • 1
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Hailey, Official Rep

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Official Response
I'm SO sorry to hear about that! That would absolutely be frustrating and is definitely not the experience you deserve. Would you mind sending an email to with your name and account number and we will check to see who was involved with your transfer of service to make sure they're all aware of the appropriate procedures. I'd also like to check on your account to make sure the transfer of service is taken care of.