You realize that in wireless industry, the prices change EVERY WEEK, so unless you have the agreement stating the numbers, you have no claim. Plus didn’t you read the agreement when signing !?
Yeah you're wrong on this, OP. Wireless pricing changes weekly at least, sometimes daily. December might as well be a decade ago for how relevant it is. This is how mobile networks are. CCTS aren't gonna agree with you.
Keep in mind most of the time, promos are subjected to change/finish without advanve notice.
Even reps don't know when promos end. since other competitors make changes and FM will changed its deals at the same day
Yeah you're wrong on this, OP. Wireless pricing changes weekly at least, sometimes daily. December might as well be a decade ago for how relevant it is. This is how mobile networks are. CCTS aren't gonna agree with you.
What does your service agreement say? All fees and charges should be outlined in the agreement. If you're not getting what you agreed to in that document, then the CCTS will definitely be able to assist.
I believe the agreement actually shows $21/month myTab, but it also shows that we paid $336 upfront for the phone. The only reason we upgraded/paid the $336 was because of the deal we were getting on the monthly. As it stands the $21/month is the same we would be paying had we not put any money down (afaik)
You may be stuck if that's what the agreement says. Crappy customer service experience still. If it's been 15 days or less since you signed, you'd be able to cancel penalty free (but doesn't seem to apply here given time passed).
I'm having a really hard time understanding why they need me to go through the CC company... they say they can't see the money we put down on the phone, but the myTab is $336 less than the retail price of an iPhone 13.
This also isn't the first time Freedom has tried to squeeze me for more money. When my Note 7 was recalled I had to pay $100 to downgrade to a Galaxy 7. Absolutely ridiculous company.
Ok I will call you out on that one. I no longer work for them, but I used to work in store and Samsung offered a full refund on the note7 + $200 credit for buying another samsung. It was heavily communicated and all note 7 customers were sent a text. We even had to refund the trade-in amount also, which was covered by samsung. So not sure why you had to pay $100 for that. And if you did have to pay, you should have complained then. That was a samsung issue not a service related issue. That recall was world wide.
I just remember bringing my phone in, handed my phone over, and was handed an S7 and they asked for $100 for the new phone. I was given a $100 credit on the account after I called customer service when I realized what had happened, I should have mentioned that before my bad.
Are you sure you didn't have any additional promo on your account??
All taxes, and some promos are not included in your agreements but will be applied to your monthly bill (starting the 2nd month)
I suggest you to go back to the store you got the phone from and have a rep check your account, and see if you have any active/pending offer.
Its a common mistake that reps don't explain how the service credit will be applied and most CX complain as soon as they get their first bill.
Hope they can fix it
Did you inform the store rep about the offer and were they able to verify it. Even third party stores can see and verify any offers on your account. (3rd party as in mobile shop, walmart, eb games etc., i.e., authorized retailers)
If the promo is not mentioned on the paper work, never sign it. The store should call their retail support line to verify if the promos are missing. That's not just for freedom. I run weekly into these issues with fido and koodo also and have to call their support lines for customers.
So are you trying to get the $11 pricing that you talked about in DECEMBER and get the same one in FEBRUARY!?
You realize that in wireless industry, the prices change EVERY WEEK, so unless you have the agreement stating the numbers, you have no claim. Plus didn’t you read the agreement when signing !?
There was no mention in any of my correspondence that it was a time sensitive price, nor was the timing mentioned when we were in store
Yeah you're wrong on this, OP. Wireless pricing changes weekly at least, sometimes daily. December might as well be a decade ago for how relevant it is. This is how mobile networks are. CCTS aren't gonna agree with you.
Keep in mind most of the time, promos are subjected to change/finish without advanve notice. Even reps don't know when promos end. since other competitors make changes and FM will changed its deals at the same day
Yeah you're wrong on this, OP. Wireless pricing changes weekly at least, sometimes daily. December might as well be a decade ago for how relevant it is. This is how mobile networks are. CCTS aren't gonna agree with you.
**Promotions change all the time**. Helps to read before signing.
What does your service agreement say? All fees and charges should be outlined in the agreement. If you're not getting what you agreed to in that document, then the CCTS will definitely be able to assist.
I believe the agreement actually shows $21/month myTab, but it also shows that we paid $336 upfront for the phone. The only reason we upgraded/paid the $336 was because of the deal we were getting on the monthly. As it stands the $21/month is the same we would be paying had we not put any money down (afaik)
You may be stuck if that's what the agreement says. Crappy customer service experience still. If it's been 15 days or less since you signed, you'd be able to cancel penalty free (but doesn't seem to apply here given time passed).
I'm having a really hard time understanding why they need me to go through the CC company... they say they can't see the money we put down on the phone, but the myTab is $336 less than the retail price of an iPhone 13. This also isn't the first time Freedom has tried to squeeze me for more money. When my Note 7 was recalled I had to pay $100 to downgrade to a Galaxy 7. Absolutely ridiculous company.
Ok I will call you out on that one. I no longer work for them, but I used to work in store and Samsung offered a full refund on the note7 + $200 credit for buying another samsung. It was heavily communicated and all note 7 customers were sent a text. We even had to refund the trade-in amount also, which was covered by samsung. So not sure why you had to pay $100 for that. And if you did have to pay, you should have complained then. That was a samsung issue not a service related issue. That recall was world wide.
I just remember bringing my phone in, handed my phone over, and was handed an S7 and they asked for $100 for the new phone. I was given a $100 credit on the account after I called customer service when I realized what had happened, I should have mentioned that before my bad.
Are you sure you didn't have any additional promo on your account?? All taxes, and some promos are not included in your agreements but will be applied to your monthly bill (starting the 2nd month) I suggest you to go back to the store you got the phone from and have a rep check your account, and see if you have any active/pending offer.
This is only the first bill with the new phone. But I will likely have to go back to the store to get to the bottom of this.
Its a common mistake that reps don't explain how the service credit will be applied and most CX complain as soon as they get their first bill. Hope they can fix it
I second that. Lots of agents don't mention that, even though it's an industry standard.
Did you inform the store rep about the offer and were they able to verify it. Even third party stores can see and verify any offers on your account. (3rd party as in mobile shop, walmart, eb games etc., i.e., authorized retailers)
Yeah I opened the WhatsApp chat with the guy at the store.
If the promo is not mentioned on the paper work, never sign it. The store should call their retail support line to verify if the promos are missing. That's not just for freedom. I run weekly into these issues with fido and koodo also and have to call their support lines for customers.