 HiVoltPremium
join:2000-12-28
Toronto, ON
kudos:11
 ·TekSavvy DSL
 ·TekSavvy Cable
| [DSL] Changed from Unlimited to 300GB, charged $5 fee :( So last month I called to change my Unlimited DSL to 300GB, in light of the capacity billing changes. It didn't take long and I was told everything would be changed for my next billing period, I usually get the bill on the 4/5th of each month.
So forward to today, I still haven't received the PDF invoice/receipt, (It's Feb 7th), but I just happened to log into my online banking to check for something else, and I saw my visa bill and the charge for DSL service was way too high than it should have been after I made the change...
So I call in to accounting to find out what's the problem, and the lady said I was charged a $5 account fee. I said, aren't you guys waiving that because of the price plan changes, there was a TSI document posted on the forum that until March 2nd, changes from Unlimited to 300GB and vice versa will have the $5 account fee waived. The lady said she was sure that they haven't been told that. I said, can you check with someone, because I'm sure I saw it on the forums I just cant find it right now... She said no and that's she is sure.
So no point in arguing with someone that didn't want to inquire on my behalf, I said I'll call back if I find the relevant info. Well, I found it.
From page 3 of the document
quote:
3.11. What if an existing customer would like to change to another package, will they be charged a fee?
* Existing customers will have the opportunity to change their package between the 300GB and Unlimited tier at no charge providing the change has been made by March 2nd, 2012.
* Changing Bandwidth tiers, such as going from 300GB to Unlimited or vice versa will be subject to a $5.00 change of service fee after March 2nd, 2012.
So which is it, TekSavvy? Why have you charged me a fee that you said would be waived if the account changes were made until March 2nd? The CSR that I originally spoke to on January 5th or so, never mentioned this fee either. I haven't received the PDF invoice/receipt either.
This is the first time I've ever called in for any sort of support or major account changes in 4+ years, and you managed to foul it up. 
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GO LEAFS GO! |
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| I think you should post in the Direct Forums if you haven't..... |
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 GuspazGuspazPremium,MVM
join:2001-11-05
Montreal, QC
kudos:16 | reply to HiVolt
I have also not received my February invoice yet. I was billed on February 2nd, but still haven't gotten the invoice for that. The most recent invoice I have is from January 2nd.
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Developer: Tomato/MLPPP, Linux/MLPPP, etc »fixppp.org |
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HiVoltPremium
join:2000-12-28
Toronto, ON
kudos:11 Reviews:
·TekSavvy DSL
·TekSavvy Cable
| reply to ghostly57
said by ghostly57:I think you should post in the Direct Forums if you haven't.....
Just posting this more as an informative post for those who've changed their plans in the past month, to check their bills.
And to get a public response from TSI regarding the issue.
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GO LEAFS GO! |
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HiVoltPremium
join:2000-12-28
Toronto, ON
kudos:11 Reviews:
·TekSavvy DSL
·TekSavvy Cable
| reply to Guspaz
said by Guspaz:I have also not received my February invoice yet. I was billed on February 2nd, but still haven't gotten the invoice for that. The most recent invoice I have is from January 2nd.
I actually did receive a bogus invoice a few days ago, with no charges, strange dates and no services defined, and when I called in about it on Monday they said that it was sent in error as they are changing something, and to disregard it.
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GO LEAFS GO! |
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 GimliPremium
join:2006-01-03
l5a2o4
·TekSavvy Cable
·TekSavvy DSL
| reply to HiVolt
How is there a fee charge for changing an aspect of the service not controlled by a tariff if everything is "direct pass through"
The only aspect of the service that may illicit a cost would be a speed profile change. The incumbents... Rogers / Bell / Cogeco are not even notified of a Monthly Capacity change.
what gives? |
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| reply to HiVolt
You should be glad they screwed up and only hit you for the one time $5 charge instead of $1.50/month forever.
See sect 4.6 of the document
quote:
4.6. Does the $1.50 monthly “Activation Fee” on the 2Mbps & 6Mpbs DSL packages apply to existing customers?
Existing customers enjoying these packages will continue to have their “activation fee” bundled with the regular DSL service charge
If/when these customers request a change to their account (speed/bandwidth), this will no longer be the case
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HiVoltPremium
join:2000-12-28
Toronto, ON
kudos:11 Reviews:
·TekSavvy DSL
·TekSavvy Cable
| reply to Gimli
I believe they explained the $5 account fee charge long time ago was to prevent people from changing from unlimited to 300gb and vice versa every month...
But with these major package changes (and price increases) they should be changing plans without nickel & diming loyal customers, if they want them to remain customers... 
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GO LEAFS GO! |
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GimliPremium
join:2006-01-03
l5a2o4 Reviews:
·TekSavvy Cable
·TekSavvy DSL
| said by HiVolt:I believe they explained the $5 account fee charge long time ago was to prevent people from changing from unlimited to 300gb and vice versa every month...
But with these major package changes (and price increases) they should be changing plans without nickel & diming loyal customers, if they want them to remain customers...
Fair enough...........
Guess we will wait for an "official Answer"
/cricket chirp |
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| reply to HiVolt
Changed my cable package (speed) today and they told me they were waiving the fee. Didn't have to ask (which I expected I would have to). I'm sure they will sort it out for you in direct forums. |
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| reply to HiVolt
Except they should do the right thing the first time.
Not screw you around, give you bad information, refuse to check for the right information, and force you to research/call back/post on the forums. |
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| I didn't know the $5 would be waived until March. Better call in -_-. |
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| reply to HiVolt
I hope you got her name so you could ask for her personally when you call in to say "I told you so!"
This is the type of nonsense that really infuriates with Teksavvy's customer service lately. They've gone from great to worse than Bell when there's a billing error. |
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Reviews:
·Bell Sympatico
| reply to bluenote73
said by bluenote73:Except they should do the right thing the first time.
Not screw you around, give you bad information, refuse to check for the right information, and force you to research/call back/post on the forums.
You are exactly correct. Maybe they layed off the wrong ones. Lol. This sounds more like some of the reasons why I left bell. |
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Reviews:
·TekSavvy Cable
 ·voip.ms
1 edit | reply to HiVolt
Very typical of teksavvy...
»Re: Not happy
I still haven't received my credit. I will make a note to call them soon because this is unacceptable.
EDIT: So I just PM'd TSI Martin since we both had a discussion about my billing issue a while back.
quote:
Alright, I am still not convinced. Here is the reason why I am still not convinced:
1. Your CSR on the phone specifically said that I will NOT BE CHARGED an activation fee.
2. Your CSR on the phone specifically said that I WILL BE CREDITED $25.
What actually happened:
1. I WAS CHARGED an activation fee, contrary to what your CSR said and against what your website mentioned.
2. I was then credited $25 for MISTAKENLY charging me $25 for activation.
You said: "You shouldn't of been charged 25$ for the Activation of service, but you were. So we credit it back to you.
That even things out back to 0$"
That is unacceptable.
Great, but what about my $25 credit? Am I missing something here guys? |
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 elwoodbluesElwood BluesPremium
join:2006-08-30
HarperLand | reply to HiVolt
Too bad the left hand doesn't know what the right hand is doing.
Guess Marc better hire some more VP's or Directors or Managers, more overhead is what's needed. |
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| I had this change done the other day and the agent on the phone specifically said he was making notes in all the headers so it is waived appropriately. Seems like the agent you had wasn't as thorough =/ Consistency would definitely be a plus. |
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| reply to HiVolt
HiVolt you know TSI is already in titanic mode.
The ship is sinking, the boats are being loaded but the band is still playing. If you don't pay the fee there may not be a space in the boat for you. |
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GuspazGuspazPremium,MVM
join:2001-11-05
Montreal, QC
kudos:16 | reply to erfans
I don't get it, why is it unacceptable? They made a mistake, they corrected the mistake completely, and it's unacceptable?
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Developer: Tomato/MLPPP, Linux/MLPPP, etc »fixppp.org |
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 TSI MartinEscalations, Errors and RecoveryPremium
join:2006-02-23
Chatham, ON
kudos:11 | reply to erfans
Hello Erfans,
We dealt with this already, but I'll explain it again.
For a Non-Bell phone line transfer to us we will not charge the 25$ transfer fee. Unfortunately because of a manual human error you were. We credited that 25$ on your next invoice. Your next invoice was very much lower then your monthly regular charge.
So basically, instead of applying it as a refund, we applied it to your bill.
Regards,
Martin
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TSI Martin (Escalations) - TekSavvy Solutions Inc.
Authorized TSI employee ( »»TekSavvy FAQ »Official support in the forum ) |
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