Calgary woman battles cellphone giant after late father is double-billed

A Calgary girl is warning others to double test their cellphone statements after her late father was double-billed.

Stacey Shimozawa’s dad Stan handed away in July. Whereas she was settling the Lethbridge senior’s property, she seen one thing unsettling on one in every of his bank card payments.

“When I discovered it initially, I didn’t know if I used to be seeing what I assumed I used to be seeing,” she instructed International Information. “So I needed to name Telus and Koodo and (go) forwards and backwards between the businesses.”

She stated she lastly obtained some solutions from one customer support consultant.

“We ascertained that, sure, he (her dad) was really billed via Telus and Koodo for a similar quantity for seven months.”

Shimozawa believes it began after her dad obtained a brand new cellphone and switched carriers. However she stated discovering out why he was being billed by each carriers wasn’t straightforward.

“I saved hitting a brick wall,” she stated.

“Everyone instructed me, ‘Properly this has by no means occurred earlier than. We don’t know what to do with it. We are able to’t do something with it.’”

Shimozawa stated even when she did lastly get some solutions, she didn’t get a decision.

“There was completely nothing they might do as a result of they might not give a refund to any individual who had been deceased,” she stated she was instructed.

International Information reached out to Telus which additionally owns Koodo.

A spokesperson saUid, “It is a very uncommon and sophisticated case, and it took our group a while to completely examine and formally shut the account of the deceased buyer.”

The wi-fi large added its investigation concluded that the double billing occurred on account of the shopper switching carriers a number of occasions and subsequently not performing on a textual content message immediate to finish one of many porting processes.

Telus additionally stated the shopper ultimately efficiently ported his cellphone quantity however by no means talked about the Koodo account and that he continued to pay his month-to-month payments as standard.

Telus added this can be a case others can be taught from.

“We perceive a few of our clients could profit from further help in managing their account, and we encourage them to contain a trusted third-party – similar to a member of the family, caregiver, or pal – as a licensed consumer on their account to assist assessment billing and in making account adjustments.”

Shimozawa stated her father in all probability didn’t discover the additional costs or didn’t understand what they have been for, however reiterated that’s not the purpose.

“Regardless of what number of occasions he was switched between Telus and Koodo, the actual fact stays that he continued to pay each firms,” she stated. “The switching is on them after which making an attempt to deflect me at each degree as an alternative of serving to.”

Telus has issued an apology for its customer support.

“We’re very sorry that we didn’t instantly resolve this matter when the shopper’s daughter first contacted us on Aug.28, 2021,” an organization spokesperson instructed International Information.

“Now we have taken this chance to teach the account representatives concerned as to learn how to greatest handle these troublesome life occasions and formal account closures.”

Telus additionally refunded the $294 charged throughout the months that have been double-billed.

Shimozawa stated she was comfortable to get the refund, however added that was by no means her high precedence.

“It was by no means in regards to the cash, it was simply {that a} flawed had been finished.

“As soon as I had spent someplace within the neighbourhood of seven-to-nine hours on this — I didn’t need to let it go.”

She added she additionally believed the one cause she obtained a decision was as a result of she posted about her expertise on social media and began contacting Telus’ high brass.

“I simply began messaging Telus executives and that’s how I lastly obtained a name again.”