OTTAWA — A new case study published on the Commission for Complaints for Telecom-television Services (CCTS) website serves as a reminder to service providers they are expected to honour their commitments to customers and to provide their sales agents with the most current promotional information.
The customer of an unnamed wireless service provider filed a complaint with the CCTS after a promotional offer extended to him over the phone by a sales agent was not honoured when the customer used the provided code to try to access the promotion.
When contacted by the CCTS, the service provider said the promotional code given to the customer was for an older promotion from a few years earlier. After persistence on the part of the CCTS, the service provider located a recording of the customer call, which corroborated the customer’s account of the events.
In the end, the service provider offered to make a payment to the customer as compensation, which the customer accepted. The case study is one example of what the CCTS does all year.
