Investigation Finding Report

After analyzing the information and evidence from both parties, we determined that the service provider failed to meet its obligations towards the customer and is required to take the following actions:

1. The service provider will provide the customer with the missing monthly discounts for each of their three lines between October 2024 and the date of acceptance of this report, and will do so in a manner of the customer’s choosing.
2. The service provider will apply discounts to each of the customer’s three wireless lines from the date of acceptance of this report until the end of the renewal agreement in July 2026.
3. The service provider will amend any negative credit reporting associated with all erroneous and related charges during the disputed period, if applicable.
4. The service provider will provide the customer with monetary compensation.

Issue 1: The customer’s complaint is that the service provider activated an account, service or contract without the customer’s consent, or the details of the contract differ from what was agreed to during the initial transaction & Issue 2: The customer’s complaint is that the service provider did not apply promised credit(s), discount(s) or refund(s).

• The customer’s complaint is that the service provider removed monthly discounts from their three business wireless services, without their consent.
• Specifically, the customer entered into a two-year agreement with the service provider in October 2022 for wireless service on three lines, which were invoiced at a rate of $26.28 per line for the duration of the agreement, ending in October 2024. The service provider committed to providing monthly discounts of $39.18 for each line to achieve the agreed rate of $26.28.n Ju
• In June 2024, the service provider contacted the customer to offer an early contract renewal, including three wireless lines with 20 GB of data at a discounted monthly price of $25.00 per line for the duration of the agreement, ending in July 2026. The service provider committed to providing monthly discounts of $40.00 for each line to achieve the agreed rate of $25.00 per line.
• Upon the expiry date of the original agreement in October 2024, the service provider removed $19.55 in discounts from the customer’s account, increasing their total monthly service charges by $58.65.
• The account notes indicate that in October 2024, the service provider committed to applying $6.50 in discounts to the customer’s account; however, it then rescinded this offer prior to the November invoice.
• We reviewed the customer’s service agreement from October 2, 2022 for the three disputed lines, which shows that the customer agreed to a two-year contract with 20 GB of data for each line at a rate of $65.00 per month.
• We reviewed the renewal service agreement from July 8, 2024, for the three disputed lines, which shows that the customer agreed to a two-year contract with 50 GB of data for each line at a rate of $65.00 per month.
• We reviewed the Wireless Code and confirmed:
  • Section A2.i states that the service provider must ensure that prices set out in the contract are clear and accurate.
• We reviewed the service provider’s terms and conditions, which state that the service provider may apply discounts, promotions or benefits to the account, and that it may change the discounts, promotions, benefits, and their eligibility requirements at any time. They further clarify that the service provider may remove any discount, promotion, or benefit from the account without notice.
• We reviewed an email provided by the customer outlining their discussions with a sales representative between June 11, 2024 and July 8, 2024, indicating that:
  • On June 11, 2025, the service provider contacted the customer to pre-emptively renew their wireless plan for a new two-year term. This plan included 50 GB of data for $25.00 per month, after discounts. A breakdown of the monthly costs was provided, as follows:
    • $65.00 per month for the base plan
    • $20.00 multiple unit discount
    • $6.50 – 10% discount
    • $8.70 activation credit
    • $4.35 activation credit
• Total monthly cost of $25.45 per month, per line
  • On July 8, 2025, the customer emailed the service provider to inquire if the offer would be applicable to a two-year term for each line. The service provider confirmed this, and the customer therefore agreed to the new two-year term. That same day, the service provider responded and processed the renewal.
• We reviewed the invoices from September and October 2024, which show that the service provider removed $19.55 in discounts per line on the October 2024 invoice by removing the following three discounts:
  • $6.50 – 10% discount
  • $8.70 activation credit
  • $4.35 activation credit
• While these discounts did not appear in the customer’s service agreement reviewed above in this report, the service provider committed to providing them as part of the agreement it reached with the customer in their email conversation of July 8, 2024.
• We reviewed the account interaction records between June 11, 2024 and November 4, 2024, which indicate that:
  • On June 11, 2024, the service provider made a note that it offered the customer the 50 GB plan, which included a hardware credit of $120 and a 10% monthly discount. The note does not confirm the offer rate but confirms that the service provider emailed the details to the customer. Our review of the email is outlined above.
  • Between October 9, 2024 and November 11, 2024, the customer attempted to resolve their dispute with the service provider 19 times.
  • On October 25, 2024, the service provider committed to restoring the 10% discount by applying three manual credits of $6.50. The service provider subsequently removed the discount on October 29, 2024.
  • On November 4, 2024, the service provider determined the customer was no longer eligible for the discounts outlined in the above-mentioned email exchange, as they were only valid for the original two-year term, from October 2022 to October 2024.
• We asked the service provider to demonstrate that the customer was aware that the discount credits of $19.55 per month, per line, would only be valid until October 2024. The service provider submitted a screenshot of a table indicating that the credits were time-limited between October 2022 and October 2024, but was unable to demonstrate that the table was shared with the customer. In any event, this position conflicts with the email agreement between the parties
• The service provider agreed to provide the discounts for a two-year term in its July 2024 email to the customer, as reviewed above in this report.
• We find that the service provider failed to implement the terms of the agreement that both parties agreed to on July 8, 2024. As a result, the service provider charged an additional $703.80 in service fees between October 2024 and the date of this report. Moreover, when the customer reported the issue in October 2024, the service provider failed to apply the credits it committed to providing to resolve the billing dispute.
• Consequently, we require the service provider to:
  • credit the customer for the missing discounts from October 2024 to the date of acceptance of this report.
  • restore the monthly discounts of $19.55 per line from the date of acceptance of this report until the end date of the renewal agreement in July 2026; and
  • amend any negative credit reporting associated with all erroneous and related charges during the disputed period, if applicable.

• In deciding whether to award compensation and, if so, the amount, we consider several factors, including: the severity of the issue and related costs, the service provider’s responsiveness, the reasonableness of the complainant in communicating with the CCTS and the service provider, and the total number of hours spent by the complainant in pursuing a resolution.
• Section 13.2 of the CCTS Procedural Code authorizes the CCTS to award compensation for “loss, damage or inconvenience incurred by the Customer arising directly from the circumstances of the complaint”.
• The service provider attempted to partially resolve the dispute by restoring a 10% discount on three of four lines on October 25, 2025, but failed to apply the credit of $19.50 to the customer’s account on October 29, 2025.
• The customer did not request compensation beyond the application of the discounts that they were disputing as part of the complaint.
• The agreement dated July 8, 2024, included 24-month terms for the three disputed lines, with termination fees in the amount of $199.00 per line, reduced by $8.29 per line, monthly.
• The customer notified the service provider of the dispute regarding their missing discounts on October 9, 2024, and subsequently spoke to the service provider regarding the dispute 19 times between October 9, 2024, and November 11, 2024.
• The discounts on the account were not applied to the customer’s account for 12 months between October 2, 2024, and September 2025, which is the date of this report.
• We note that the customer experienced significant inconvenience as evidenced by their multiple attempts to contact the service provider, which proceeded to provide misleading information regarding resolution efforts, such as the commitment to applying the credit of $19.50 as noted above.
• Considering the delay in correcting the failures noted above in this report, and in recognition of the time that the customer spent attempting to resolve their complaint, we have prescribed monetary compensation to the customer.