Forum Discussion
Overcharged internet without notification
Hello,
I'd like to share my experience with Videotron internet.
First of all, we have been a user of the internet of Videotron since 2016, which has been long enough to be a loyal customer. Over the years Videotron kept changing their internet plans/monthly rates, which got cheaper.
However, since 2022 somehow we have been overcharged monthly amounts of the most expensive internet plan GIGA while our plan has been Internet 60 (minimum cheapest plan).
We have never received any notice of rate changes from Videotron, finding those overcharges by chance.
So we contacted customer service and asked them check our account, and they immediately found those unfair charges and modified the next bill amount. As for all the overcharges, they said they would contact us again less than 48 hours, but we had No call, No answer, No letter from them.
How can we ask them refund us fairly?
3 Replies
Hello again,
I contacted again Videotron by telephone, and this time they said, contrary to our first discussion, all the overcharges cannot be refund since it's customer's responsibility to check and notice monthly rate changes ourselves, and Videotron never notifies us any changes but continues to overcharge us unless we ask them to reset our monthly rate fairly.
I'm really disappointed with their answer and also extremely shocked that we paid such extra charge unfairly for such a long time.
Now it's time for us to reconsider to change our internet provider since we have choices.
Good day,
We would like to invite you once more to reach us by chat at this link on our website https://www.videotron.com/en/contact-us. I understand you have already reach us by phone, but we would like to take a closer look at the situation. You will need to contact the Customer Service, you can either click ''Chat'' in yellow or ''Chat via Messenger'' to reach us via Facebook.
Thank you very much and have a good evening !
Hello,
We would like to verify this situation with you. We can assure you that this is not the experience we want our customers to have. We cannot identify you securly through this communication channel. You can contact us through messenger or by any other mean on the following link :
https://www.videotron.com/en/contact-us
Thank you.
