This report documents our findings for the following issue raised by the customer:
The customer’s complaint is that the service provider did not apply promised credit(s), discount(s) or refund(s).
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 issues brought forth.
Analysis Details
Issue 1: The customer’s complaint is that the service provider did not apply promised credit(s), discount(s) or refund(s).
The customer claims that further to an agreement made in a letter dated May 7, 2021, the customer was expecting three discounts totalling $34.00/month to be applied to their residential account. The customer claims that these credits expired in May 2023 without advance notice on the March 2023 invoice.
We note that the customer does not claim that they did not receive the credits as per the agreement on May 7, 2021, but rather that they were not given adequate notice of the credits’ expiry.
We reviewed a letter that was sent to the customer on May 7, 2021, confirming that the customer would receive specified discounts for a 24-month period and that the credits would appear on their invoice that was issued on May 28, 2021. The letter outlined the following discounts:
A $20.00 monthly rebate on their television service
Free rental of their 4K terminal ($7.00 value)
A $7.00 monthly rebate on their residential telephone service
The service provider’s Terms of Service state that the service provider may amend the contract at any time, including the price and the nature of the service offered. The terms also indicate that the service provider must inform the customer of any amendment at least 30 days before its effective date.
We note that the expiry in dispute does not involve a change to the agreement.
As the letter on May 7, 2021, informed the customer of the credits’ expiry date, a review of the terms did not demonstrate that the service provider had any obligation to further notify the customer at any later date.
While we note that the customer indicated that the service provider sends notices prior to other offers that may be expiring soon or that it notes expiry dates on invoices, the service provider’s policies did not demonstrate an obligation to do so.
We reviewed the May 28, 2021, invoice, which confirmed that the credit was applied as of May 7, 2021. A review of the customer’s billing from February 2023 to April 2023 also demonstrated that these credits had continued to be applied until their expiry on May 6, 2023 (period billed on the April 2023 invoice).
As a result, based on the available evidence, we find the service provider met its obligations.