SaskTel (Sktn)

They cut off my data on cell phone when I wasn't over.Sasktel had changed my billing date to make the date easier from the 23 to the 29. I get 10 gigs of data a month. On August 27 they cut my data off yet I had only used 7.704 gigs of data. I called them they told me that because they moved my billing date I was prorated for 2 gigs of data between the 23-29 and that I had those two gigs. I had them confirm that I did not use the 10 gigs I get for the month and that I get for the month. They confirmed that I hadn't. Then the tech support said he had to get me over to sales to get back on. So I said fine he passed me over. The sales said no problem just let get into the system. Well a few min when and we found the system was down so he asked if I could call back later. I called back the next morning on the 28 and talked to another lady is sales. About getting my data turned back on. She informed me the only they can do that is charge my account for going over or upgrade me to the next package. I informed her that I didn't go over my limit and I shouldn't have to pay anything. She was unable to do anything else even told me there survivor escalation wouldn't be able to do anything. [redacted]Desired SettlementI shouldn't have to pay for two days of data when I didn't go over my limit for the monthBusiness Response Thank you for your inquiry. I regret that when SaskTel moved your billing date from the 23rd of each month to the 29th of each month - in order to better accommodate your payment needs - we did not explain the prorating process to you. With the change in your billing date you had an interim period between your previous normal August 23, 2015 billing date and your new August 29, 2015 billing period. During this five day interim period from August 24, 2015 to August 28, 2015 your billing and services were prorated, meaning you paid the same rate as normal but prorated to five days rather than one month, which left you with only 2 GB of data until August 29th at which time your new billing period started and you once again had 10 GB of data to use. However, as none of this was communicated to you at the time when your billing date was changed, a credit has been applied to your account for $54.88, which represents the total data overage charges for both units during the period from August 24, 2015 to August 28, 2015. Thank you for taking the time to share your concerns.

Complaint[redacted] We have lodged complains with the company but after every call get another story & none of them are the same!We have phoned numerous times about our non existing internet service. When we took out the contract we were assured we were on the highest speed etc. now after having weeks of problems and barely any service the last 4 days we get another story from every agent we phone. It shows we only receive 4.4 mg per minute & every agent gives us another mg according to them. We have paid our bill without hesitation the last 2 years but why are we paying for a service we are not receiving? Also they tell us its because our microwave is on that its disrupting our service???Desired SettlementI want the service I am paying for.Business Response Thank you for your inquiry to the Revdex.com of Saskatchewan.A review of your trouble reports shows that you contacted SaskTel on March 28, 2016, due to slow wi-fi and it appears that some of the issue may be the amount of downloading as well as the amount of devices connected to the service, which at one point it was noted that there were eight devices connected. It was recommended that you upgrade to SaskTel High Speed Advanced, which offers download speeds of up to 10 Mbps, double the speed of your High Speed Basic package. On March 30, 2016, you called into SaskTel as the internet was slow and the technician reset your modem, fixing the problem. Also on March 30th, you spoke to a SaskTel representative to upgrade your service to High Speed Advanced on a promotional offer where you do not pay anything extra for six months. The service was booked for April 1, 2016. It is important to note that the number of devices connected through a wi-fi connection all share the same bandwidth which will affect the speed of your service.Thank you again for your inquiry.

My family took a holiday trip to the US and Bahamas from Dec 17 to 26, 2013. A few days before that, I dropped by the SaskTel store ( Jump.ca ) in the Centre at Circle and 8th in Saskatoon to inquire about the trip and any changes I needed to make before leaving. A staff did not advise me of any suggestions to add a plan or to be aware of the high roaming charges, [redacted]. While we were in Florida, after getting lost with the driving, we used Google maps to get directed to the destinations a few times. When we got to the Bahamas, we found the phone was suspended. We called SaskTel and heard that probably the data usage was maxed out. He advised us to buy a data plan then and to phone back later for the possible high charges. We called SaskTel 3 times after coming home and we were advised to phone only after receiving the bill saying they could not do anything without knowing the amount of the bill. Later we received the bill of $ 1510.89 for my cell phone # 306-[redacted]. We called SaskTel and were directed to go to Jump.ca and talk with them. When we went there, the girl from the store called SaskTel and advised us to go home and call SaskTel ourselves. When we called SaskTel, the person advised us again to go back to Jump.ca to get them to admit what they did was a mistake when I visited there before the trip. We went back there and the manager denied doing anything wrong, saying all of his staff would have explained about the roaming charges. But definitely the staff I met did not. [redacted] Desired SettlementWe like to get the total refund amount of $ 1510.89 [redacted]Business Response Thank you for your inquiry to the Revdex.com.[redacted] customers are responsible for the services and applications installed and used on their wireless devices. There is a cost to SaskTel for the roaming services provided to our roaming customers by other providers. Since February 5, 2013, SaskTel sends it customers an advisory text message about increased data rates when they leave the SaskTel network and begin roaming on other providers networks. In addition to this text warning, SaskTel tracks customers who are not covered by an additional data roaming package in an effort to reduce instances of extreme data charges. On December 20, 2013, SaskTel received a report of high data usage and as we were unable to contact you, and in your best interest, we suspended your cellular device so that you would not incur further charges. We unsuspended the cellular device when you contacted us on December 21, 2013 and added a US Travel Data Add-On package which allowed you to use data at $.50/mb. Unfortunately, there is no documentation that you had gone to one of our Authorized Dealers to discuss your service prior to your trip to the United States. However, as a gesture of goodwill, we will re-rate your data usage from the time you left up to your return based on the US Travel Data Add-On package. This will be a one-time only adjustment.Your total data usage from December 18 to December 26 was 264.1465 MB. SaskTel has re-rated your usage at $.50 MB for a new total owing of $132.00. SaskTel will apply a refund of $1,129.66 onto your credit card and you will see the credit within 5 business days or less.Thank you again for your inquiry.

I bought a ** phone in Feb. 2013 and not long after the battery kept going dead after complaining I was told that SaskTel could not supply a battery.in order for me to get a phone that worked I was told that I would have to pay out my contract ($182.00) I had to pay or go without a cell phone, than I got a [redacted] and the phone would get hot and the battery would go dead, after taking each new phone back 5 times I got one that would hold a charge,[redacted]Desired Settlementif they can't supply a phone that will last 2 years than they could give me one that works [redacted]Business Response Thank you for your inquiry to the Revdex.com regarding your concern with your cellular device.SaskTel account records indicate that on July 16, 2014, you purchased an [redacted] phone on a two year contract at the Saskatoon 8th Street location of [redacted].On July 21, 2014, you revisited the [redacted] store to return the [redacted] and purchased an [redacted] on a two year cellular contract. I understand [redacted] also has a note on your file which indicates that they agreed to allow you to return the [redacted] without a restocking fee. [redacted] was expecting you to come in on the following Thursday, July 24, 2014, to make the return; however, that did not occur and there is no further documentation from [redacted].On July 24, 2014 you brought the new [redacted] to the [redacted] SaskTel Store for diagnostics because it was not functioning properly. SaskTel representatives completed the [redacted] standard trouble shooting process and determined the [redacted] would need to be replaced under the [redacted] warranty, which they did in store that same day. SaskTel has no further documentation regarding the further visits you refer to in your email. SaskTel can certainly understand your concerns with the costs of cellular service; however, your contract term is July 21, 2014, through to July 21, 2016. The [redacted] has been in your possession for almost five months and has incurred high data usage:September 23, 2014 4.4 GBOctober 23, 2014 12.9 GBNovember 23, 2014 10.2 GBGiven these circumstances, SaskTel cannot allow you to return the [redacted] and terminate your contract without early termination fees. Having said that, [redacted], Consumer Sales Manager, will call you directly and assist you in reducing the monthly costs for your services. [redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I took the ** phone back more times than they indicate, some times to [redacted] Mall were they said that they could not get a new battery for a [redacted] phone but that I can get one on line for the ** phone, after having to charge the battery on the ** about every hour, I wanted a new phone, but was told that I would have to buy out my contract to get a phone, [redacted]