A CRTC order that was supposed to protect you from being double billed wasn’t working and now the Commission has sent a strong message to companies to stop billing customers after they cancel their service.
There was supposed to be no notice required to switch providers so consumers wouldn’t face extra charges but some companies weren’t getting the message and now the CRTC has had to spell it out. The day you cancel your service is the day you’re supposed to stop getting billed. And if you paid in advance you’re entitled to a refund for the unused days of service.
This month, the CRTC clarified its earlier order making it clear that companies must pro-rate refunds to customers for services not delivered after the cancellation date.
Ed London contacted CTV Vancouver last fall when he received a bill from Telus after he had already cancelled his service and switched to another provider.
The CRTC had prohibited companies from requiring a 30-day cancellation notice to switch. The service was to stop the day the service was canceled -- to avoid double billing. So you wouldn’t pay one provider while receiving service from another. Companies honoured the cut-off date but the ruling didn’t address refunds for customers billed in advance.
“There were major companies taking advantage of that,” London said.
Rogers and Shaw were giving refunds to customers who paid in advance but Telus and Bell, the parent company of CTV, were not.
A battle ensued in front of the commission about the issue and in January 2015, the CRTC ruled that customers of internet and TV providers no longer needed to provide 30 days’ notice to cancel their service.
