SaskTel Mobility (Sktn)

Complaint[redacted]Very bad cellular service in our area. Constant dropped call, single bar or no service at all. When I complain to sasktel customer service I am told I live in a "remote are", which I DO NOT. They also tell me that I am in a fringe area for service. Why should an unorganized hamlet with no services like Griffin, Saskatchewan get service but a village like Fillmore, with RCMP! Fire department and ambulance get little to none. I have. Even forced to take personal medical related phone calls in my backyard just to be able to hear what is being said. I have had dropped calls trying to phone sasktel to complain. Upon getting through I have been denied repeated attempts to have this complaint escalated to a supervisor or manager. [redacted] Desired SettlementI would like to know why I have to be charged long distance within my own town to call my neighbour across the street? [redacted] Business Response Thank you for your inquiry to the Revdex.com.Prior to receiving your complaint from the Revdex.com (Revdex.com), SaskTel had already been in contact with you in regards to the issues raised in your complaint. During your initial contact with SaskTel regarding a problem with dropped calls, your call was escalated to [redacted], Service Manager with SaskTel. Although you were unable to remain on the line with our Service Technician while the escalation was taking place, Ms. [redacted] prepared you a letter explaining the cellular coverage situation in Fillmore. Mailed on July 27, the letter also included information on some ways to potentially improve wireless coverage within your home and in the town.Unfortunately, it appears that you were not satisfied with, or did not receive, her response before filing your complaint with the Revdex.com and contacting SaskTel for the second time. Following this call, our customer service agents were able to successfully escalate you to [redacted], Service Manager, who spoke with you directly about the cellular coverage in Fillmore.In that discussion Ms. [redacted] explained that Fillmore is on the edge of the Osage Tower's range and that indoor coverage in the town is likely to be poor. While there was nothing Ms. [redacted] could do to directly improve your user experience, she did refer your complaint to the wireless planning team who are responsible for developing SaskTel's wireless network.Although SaskTel does not have any expansion plans for the area at this time, we are continually evaluating expansion projects for their economic feasibility. Expansion sites are carefully selected based on their ability to provide service that can be maintained over the long term. Among other things, the detailed analysis considers such factors as population, highway traffic volumes and economic activity.Ms. [redacted] also suggested that your community may be in a position to take advantage of SaskTel's community participation program. She has advised me that you plan to contact [redacted], Director of Strategic Business Development, to see if this program is a viable option.I would also like to address your concern that long distance charges are being applied to calls made to other resident's of Fillmore when the calls are made within the town. After investigating your billing history dating back to January 2016, I can find no evidence that you are being charged for long distance to calls made to other residents within Fillmore. All of the long distance charges applied to your bills have been generated by calls to locations outside your local calling area.Thank you for taking the time to share your concerns.

Sasktel has not honored original request for unlimited long distance. Have been erroneously billed long distance charges for 4 months despite request.AccOn August 1 I drove to Saskatoon to set up an unlimited long distance plan ($80/mo.) with Sasktel. I had began working in Edmonton and was going to presumably remain there for at least a few months; therefore, I wanted to make sure I had unlimited long distance.Between the months of August and November I routinely called family members and friends in Saskatchewan and abroad -- all the meanwhile assuming my original request for a long distance plan for $80/month had been initiated. Upon collection of my paper bill from Saskatoon in November, I noticed I was being charged more than $80. Shortly thereafter (November 22) I called Sasktel to discuss the charges and would later talk with a manager ([redacted]) on November 27.During this discourse, [redacted] had offered to reverse my previous 2 months of long distance charges (for the months of September and October) but had said that the billing of August could not be reversed as too much time had passed. I reluctantly accepted, although I noted my disagreement with my paying for the charges because of an error on the part of Sasktel. I expressed that while it is my responsibility to check my bills, I was not aware of a dispute clause that required me to bring forth any contention within 30 days nor did I have any reason to believe there would be such large errors on my bill, as I had never previously had any issue with Mobility billing. Because I had never previously disputed any charges with Mobility, this was the first I had heard of a 30 day dispute clause (although it is printed on the bottom of every paper bill).At the time I placed the phone call to Sasktel on November 27, I had not yet been issued my November paper bill (or at least it was not in my mailbox the previous weekend when I was in Saskatoon), therefore November was assumed to be billed in accordance with the $80/mo long distance I had initially requested and further discussed with the manager on November 27. So to summarize I was expecting the following changes in accordance with what the manager had agreed upon on November 27:- Reversal (credit) of the September and October charges- November charges in accordance with the $80/mo agreement(All to appear on my next bill)During the phone call it was regularly mentioned that the months under dispute were from the time I had requested the change to unlimited long distance on August 1. The dispute was centered around 3 months of billing (Aug., Sept., and Oct.) and the resolution of 2 months worth of reversal was firmly identified as being 2 of the previous 3 months from the date of the initial request on August 1st.Upon review of my latest bill I had discovered that I was -- in fact -- not issued a credit for the amounts charged for the months of September and October, nor was I charged in accordance with the $80/mo agreement for November. Upon calling Sasktel on December 15th, I was told that my credit appeared in the notes but was not officially "authorized". Through further discourse it was then discovered that my credit was not to be for the months of September or October -- but rather -- for October and November. Being that my bill for November had not even been issued at the time that I had called Sasktel on November 27, I found it counter-intuitive and contrary to the agreement with the manager that 1 of the 2 months credit would apply to the current month that hadn't even been billed yet. Furthermore, no satisfactory explanation was provided regarding why the credit was noted but not authorized and applied.Needless to say, I have now requested 2 changes from Sasktel on 2 separate occasions that have been agreed to but not subsequently honored.As a result of Sasktel's errors I have now been erroneously charged approximately $600. As I do not anticipate cooperation from Sasktel following my December 15 phone call and I cannot trust Sasktel to follow through on their commitments, I am requesting the assitance of the Revdex.com.Desired SettlementI am requesting a satisfactory resolution that honors my intention to have unlimited long distance calling. While I would prefer to have all long distance charges reversed from the time of August (as they should be) I am willing to accept the manager's previously presented resolution of reversing the September and October charges and charging November in accordance with the unlimited long distance at $80/mo. Furthermore, I would now like to formally accept Sasktel's offer to provide the unlimited long distance service at $70/mo. moving forward [redacted]Business Response Thank you for your inquiry to the Revdex.com regarding the long distance charges you incurred on your SaskTel account. According to our records, when you upgraded your device on July 31, 2015, there was no request to make changes to your existing plan. It wasn't until you phone call in November, 2015, that you advised SaskTel you were to be on a long distance unlimited plan. As you are aware, it is the customer's responsibility to review their bill and report any issues or discrepancies to SaskTel. Section 20.1 of SaskTel's Non-Tariffed Terms of Service clearly states: If verbal or written objection is not received within 30 days after a SaskTel bill is issued, the bill is regarded as correct and binding on the Customer (20.1) I understand that the representative you spoke with agreed to credit your account in the amount of $224.80 for charges incurred only during the months of October and November, 2015. The credit was applied to your account on December 16, 2015. I also understand that the unlimited long distance package has now been added to your account. Should you have further questions about your account, please contact SaskTel's Customer Support line at 1-800-727-5835.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Dear Sasktel Representative, As has been previously stated and maintained throughout this discourse, the purpose of my trip to Saskatoon was to upgrade my device and receive unlimited long distance as I knew I would be living and working in another province for a few months. Following this transaction, I frequently made long distance calls under the impression that my request had been acknowledged and implemented, when it had in fact been apparently forgotten or disregarded. On the subject of the agreement between myself and the Sasktel manager, the resolution that was met was predicated on the understanding that 2 of the 3 months in question would be credited and that the current month would be charged in accordance with unlimited long distance as that bill -- for November -- had not yet been issued to me. Therefore, September and October would've logically been the 2 months that were to be credited. Furthermore, a simple crediting of October and November wouldn't be considered any sort of resolution outside of the norm, as I would've been within Sasktel's arbitrarily set 30 day response clause. Suffice it to say, disregarding my original request for unlimited long distance and extending me no courtesy -- in terms of any sort of benefit of doubt -- and merely acting in accordance with Sasktel's policy of 30 day reviews/resolutions is hardly a compromise in my view. Strictly speaking, this resolution would be "by the book" (when one omits the fact that I had requested unlimited long distance when I upgraded).Regarding Sasktel's "Non-Tariffed Terms of Service", a 60 day response to a paper bill in a different province is hardly an inordinate response time, regardless of the Terms of Service, as I simply responded to the charges once I had received them. Furthermore, as I have an extensive history (of at least 10 years) of receiving appropriate bills in accordance with my -- historically oral -- requests for plan customization, I had no reason to believe Sasktel would not honour my -- again oral -- request to have unlimited long distance added to my plan; which again, was the reason I returned to Saskatoon in July.Lastly, while it is great that Sasktel applied a credit to my account in the amount of $224.80 on December 16th, the fact of the matter is that I was told this credit (for different months) would be applied on November 27th and it was not until I called Sasktel back on December 15th -- again asking why something I had orally agreed to had not been executed by Sasktel -- that it was finally authorized ([redacted]). [redacted]Final Business Response Thank you for your subsequent response. Although there is no record of a request to make changes to the long distance portion of your existing wireless plan, as a gesture of goodwill, SaskTel will credit your account $170.00 for charges incurred in September. This is a one time only adjustment and no further credits will be applied.Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Thank you for your response and proposed resolution,To recap this resolution and my agreement -- I am agreeing to receive a $224.80 credit for the months of November and October as well as a $170.00 credit for the month of September. Additionally, I will continue to be billed for and receive unlimited long distance moving forward.This resolution is in accordance with my original request and agreement. This is not a bargain, but rather, a satisfactory compromise which partly and mostly honors my original request.I will continue to be a Sasktel customer on account of this remediation. [redacted]