MTS Store at Kildonan Mall didn't set up a new phone properly

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  • Updated 8 months ago
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So I added a 3rd cell phone on my total internet plan yesterday July 8. I told the guy there that I want this 3rd phone to be added to my total internet, and also unlimited Canada wide voice. He said I don't have total Internet, I kept telling him I did and that MTS sent a text on my other 2 phones a week before.

So he set it up, got on the phone, and then activated my 3rd phone, he said unlimited data and unlimited voice just like my 2 other phones he says.

I said thank you, gave the phone to my son at home. My son calls me later and says he cant get on the internet, can only phone and text. He got a text saying he is approaching $50 in data overage charges.

So its fixed today, the mts rep on the phone told me it was set up only as pay per use when I called in this morning. Well now I will face a huge bill because he made voice calls and used the internet with us thinking it was set up as unlimited voice and data. I am going to ask mts to reverse the charges but will see how that goes.

Lesson learned, always double check you are the plan you asked for, don't take the sales guys word for it.

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Jimmy

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Posted 3 years ago

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Shelley, Community Admin

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Hi Jimmy, 

I'm sorry to hear about this. If you would send through your account info to us at community@mts.ca, I can have someone follow up to review the charges on your first bill and save you having to call us again when you receive it! I also want to make sure your third phone did get added to your Total Internet service. 

Thanks,
Shelley
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Jimmy

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Thank you, info is emailed, I also did a chat window with a rep this afternoon to verify again that I am on the plan I asked for yesterday.
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JG, Champion

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I hope the person who made the mistake is shown how they made the mistake so they can learn from it, and try not to do it again.

Reminds me of how sometimes installation appointments are scheduled, but when we get there they say they weren't aware of any appointment.
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Shelley, Community Admin

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Hi Jesse, 

We will be sharing Jimmy's experience with the store manager to make sure this can be addressed, and hopefully prevent a similar experience for another customer. 

Thanks!
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Jimmy

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well got my bill today, $830 bucks, vs $360 I used to pay, just for adding one cell user and switching total Internet. I thought they were going to remove the long distance and data charges on that one phone I added because the service rep at the store put me on a pay per use plan when I wanted unlimited canada calling and added to total internet.  
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Jessica, Alum

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Hi Jimmy, 
We can certainly look into why those charges are coming up and confirm your plan details if you send us an email at community@mts.ca with your account number. Thanks, and sorry for the inconvenience.  
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Jimmy

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On top of the I am billed both FION50 of 83 for Internet for July 1 - 31, and also Total internet from July 3 - Aug 23, I thought Total internet included my home internet as well? 
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Shelley, Community Admin

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Hi Jimmy,

Were you able to get in touch with someone regarding your bill? I see some recent notes on your account regarding a call and adjustment, but just want to ensure all your questions have been answered. 

Thanks,
Shelley
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Jimmy

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I called once on the weekend and talked to the wireless services but the the home services part was not open on weekends and I didn't have an hour to spare last week to hold on the phone due to work.
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Shelley, Community Admin

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Okay, thanks Jimmy. 
I have your account number from previously, but could you email me at community@mts.ca with details on the best way to reach you? 
(Times/phone number)

I'll ask one of the service reps familiar with Total Internet to give you a call. 
Thanks,
Shelley
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Clifford Lewis, Champion

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MTS chat is available today, you should get them to check your account and see what they come back with as an explanation
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JG, Champion

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Sounds like there's still some kinks to work out eh? :(
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Shelley, Community Admin

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A few yes - but it's getting better!
The apparent duplicate billing Jimmy mentioned, is actually due to changing billing systems and bill dates when moving from High Speed to Total Internet service.

The traditional High Speed service is billed out of a system that supports only 1 billing date, so all changes made after the 1st of the month are adjusted for once we hit the new month (ex. July 1st charges pre-bill for July 1-31st, changes made anytime in that period are reflected on August 1). 

Total Internet is billed out of a newer system that supports multiple bill dates. 
In Jimmy's example, it looks like the overall bill is likely issued on the 24th (based on the fact his Total Internet charges were from July 3-Aug 23rd). Because August 1st hadn't come around yet, the credit for stopping the HSI (FiON 50) service hasn't been processed. 

A credit for the FiON 50 charges from July 3-31st will be applied on the August bill. 

Customers switching to Total Internet from existing Internet service will see this happen on their first bill, but the impacts will vary for each customer depending on their bill date, when they signed up for Total Internet, and when the next "1st of the month" is. Clear as mud right? 
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Clifford Lewis, Champion

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Just thinking about this,   when making a change at a MTS Select location, do customers get any sort of handout as part of the transaction saying that it may take up to 60 days (2 billing cycles) for all charges and credits to be properly applied?

If they get some paperwork it may reduce the number of calls from customers wondering why they have a line item charge  on their next bill for something that has been changed in the last month.

Probably less chance of not getting the sheet of paper then hoping the sales rep remembers to verbally tell them this information.
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Jessica, Alum

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That's a great suggestion Clifford, I'll share this with our retail group to look into whether this is a possibility. 
I left MTS several years ago because amoungst other issues I had tremendous difficulty contacting anyone at MTS for billing support. I cannot understand why their billing department closed so early in todays 24 hour society and when calling during the day the queues were extensively long.
(Edited)

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