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  • My Legal Briefcase

    I cancelled your service months ago! Why am I receiving ever-increasing bills? Part Two
    Posted: 2011-01-04 09:30:06

    By Laurie Lonsdale

    In my last post, I introduced the issue of cancelling cell phone contracts......

    A family member recently found themselves in the very situation introduced in Part One of the post, where they phoned the cell phone company’s customer department and requested to put a stop to monthly services. However, their request was ignored despite being assured that the next bill would reflect the changes. Subsequent phone calls yielded the same result. Next, they sent a letter to the company’s head office, recapping the story, including dates on which they had spoken to customer service. They even followed up with an email to the customer service department given on the company’s website.  Yet again, the next month’s bill arrived with mounting service charges, plus a note that indicated the account would be turned over to a collection agency if not brought paid immediately.

    So, what measures could have been taken to prevent the situation from getting this far? For starters, the letter should have been sent by registered mail - it’s traceable by the post office and requires a signature from the recipient. As well, the letter should have been sent sooner, at least as soon as the first monthly bill indicated the phone call to customer service had failed to stop the charges.  Follow-ups on the letter should have begun immediately with the cell phone company to see what was being done about the matter.

    With proof of a delivery of letter notifying the cell phone company the contract was being terminated, it’s impossible for a company to deny receiving cancellation orders. This should help rectify the situation sooner with the cell phone company. And when the collection agency becomes involved, if they know the claim is disputed, they must pursue the matter in court, and discontinue contacting you.

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