Profil de l'utilisateur
keif
Squire
Inscrit le il y a 6 ans
Widgets de l'utilisateur
Contributions
Videotron changing contract prices, claiming it was an error
A warning to other customers, Videotron is playing games on agreed prices in contracts. I received a letter stating that the DUO offer discount of $20 on my internet package is apparantly an error, yet when I signed up for mobile service back in 2014 it was part of the deal. I qualified and could keep the DUO offer if I have a mobile service along with another Videotron service with a minimum of $60 (which I do). After years of having this offer and after many changes to my account (being reassured I still qualified for this offer as long as I met the terms outlined in the contract) they've decided to claim it as an "error", how convenient. After speaking with one satisfaction he agreed it was shady and that I was not the only customer affected and calling in, however upon requesting to speak with a supervisor I was hang up on (thanks videotron). The second agent seemed to understand right off the bat but offered no advice/no counter satisfaction offer and was not willing to workout something at all. I find it unfortunate that Videotron has finally reached the customer service levels of Bell and Rogers, that is not honouring their own contract and their own terms.2,8 kVues0like0CommentaireRe: Where to file complaints regarding misinformation from Satisfaction Department agents?
I would like to report back that I was finally able to get through to a supervisor who fully understood the situation and was able to undo the changes from the previous agents. The old SIM was reactivated and the phone worked again. She then took over in the account changes (as per the original quote) and fully honored it. In the subsequent days she followed-up and ensured the new phone was shipped and the new plan was activated, and addressed all my additional questions relating to this miscommunication between the agents. Thank you to Annie (supervisor) and the Social team for following up and resolving all of this.6,2 kVues2likes0CommentaireRe: Where to file complaints regarding misinformation from Satisfaction Department agents?
Even worse here I am at 8:30pm, trying to deal with your satisfaction department AGAIN for the 6th time today because somehow my old mobile just got unprovisioned. Someone on your end has cancelled my old SIM and tried to change my plan even I though I never agreed.6,2 kVues0like1CommentaireWhere to file complaints regarding misinformation from Satisfaction Department agents?
As a long time customer I'm beginning to lose faith in Videotron every year especially with their customer service practices. After a very frustrating day of having a quote generated by one satisfaction agent and then only to be told by subsequent agents that they will not honor it, where can I file a complaint regarding these agents for misinformation? Additionally how could I escalate the situation? I was told by one of the last agents that a supervisor would contact however I'm not confident that they actually will...6,2 kVues0like5Commentaires