Wireless – Incorrect Charge for monthly price plan
Obligations Met: Yes
Date: 06/23/2026
Language: English
Report ID: 1072
Overview
This report documents our findings for the following issue raised by the customer:
The customer’s complaint is that the service provider billed the customer incorrectly for the recurring monthly service plan or feature.
Please note that in their complaint, the customer also submitted issues that fall outside of the scope of our mandate. As a result, our investigation findings are based solely on the numbered issue listed above.
Summary of Findings
After analyzing the information and evidence from both parties, we determined that the service provider reasonably performed its obligations towards the customer and found no fault in its handling of the issue brought forth.
Analysis Details
Issue 1: The customer’s complaint is that the service provider billed the customer incorrectly for the recurring monthly service plan or feature.
The customer’s complaint is that the service provider continued to charge them for a financed phone that the customer had lost.
The customer describes losing the phone around March 2024 and finding the phone around May 2024.
The customer notes that they were told they would have to continue to pay the charges as set out in the customer’s Service Agreement.
The customer and the service provider both note that there was no insurance policy to cover the loss or theft of the phone with the service provider.
We reviewed the customer’s service agreement and confirmed:
The agreement was for a 24-month commitment period for a financed device and postpaid wireless rate plan.
The monthly rate for the financed device (not including taxes) was $87.91.
The monthly rate for the wireless plan (not including taxes) was $70.00.
The agreement start date was February 27, 2024, and the end date was February 26, 2026.
We reviewed the service provider’s Terms of Service and confirmed that if a device is lost or stolen, the customer must notify the service provider so that it can suspend the wireless service. If the device is found and the customer wishes to restore the wireless service, the customer must notify the service provider. Otherwise, after a specified period, the device may be permanently disabled.
Additionally, the Terms of Service state that where a device is lost or stolen, the customer is responsible for paying the minimum monthly charges as set out in the Critical Information Summary or the applicable cancellation fee, depending on whether the agreement is continued or cancelled.
We reviewed the customer’s invoices from March 2024 to May 2024 and confirmed that the service provider continued to charge the customer the monthly device fee of $87.91 and the monthly rate plan charge of $70.00 and taxes of $6.50, minus a $20 bill credit, for a total of $144.41 each month. The customer was also charged a service connection fee of $60.00 on the March 2025 invoice. These charges match the amounts set out in the customer’s Service Agreement.
We reviewed the account notes and confirmed:
On March 15, 2024, the customer reported the device as stolen and requested a temporary suspension. The service provider suspended the customer’s wireless service effective that same day.
On May 30, 2024, the customer notified the service provider that the phone had been found. The service provider lifted the suspension effective that same day.
We reviewed section F.3 of the Wireless Code, which states:
When a customer notifies their service provider that their device has been lost or stolen the service provider must immediately suspend the customer’s service at no charge and the terms and conditions of the contract will continue to apply, including:
The customer’s obligation to pay all charges incurred before the service provider received notice that the device was lost or stolen; and
Either the minimum monthly charge (and taxes), if the customer continues with the contract, or the applicable early cancellation fee, if the customer cancels the contract.
If the customer notifies the service provider that their device has been located or replaced and requests that their service be restored, the service provider must restore the service at no charge.
We did not find evidence that the service provider was obligated to inform the customer of the option for insuring the financed device.
Based on the documented evidence, we have determined that the service provider’s Terms of Service and the applicable sections of the Wireless Code allow the service provider to bill the customer for all charges incurred before the service provider was notified of the lost or stolen device as well as the minimum monthly charge listed in the contract, as the customer continued their services with the service provider.
As a result, we conclude that the service provider has met its obligations to the customer in continuing to charge the customer for the incurred charges and the minimum monthly charge listed in the contract and for temporarily suspending and then restoring the wireless service at no charge after notification.