Before renewing a cell phone contract...

[Cobster]

...MAKE SURE you ask for a hardcopy of the agreed upon offer.

Someone I know got scammed and he asked for copies of the offer before agreeing to it.
He took it on good faith the rep was going to adjust the account to what they agreed upon.
Sure enough, they didn't. (Tell-Us, in this case)

Thankfully there's a 2 week grace period to cancel the contract and go back to the old agreed upon contract.

Legally you are entitled to copies of your notes/history regarding your account.
Afterall, they're typing stuff into your account, about you.

So ask for hardcopies. Just thought I'd share.

 

[Keebler Elf]

Legally you are entitled to copies of your notes/history regarding your account.

Are you sure about that? I can see how you're entitled to your financial information, but any/all notes they write about you? How far does that entitlement go?

 

[Goa_Dre]

Was this done over the phone or in person? If it was over the phone, its all recorded so the conversion can always be played back.

 

[Cobster]

She said it was over the phone.
Now as for letting you hear your own recording, that is something I would question on whether or not they would let you hear it. lol

As for entitlement I would think that these are notes based on YOU and in relation to YOUR account.
Hardcopies (documents), I would think they would have to give to you.

Gonna look this up now.

 

[UMustang]

Are you sure about that? I can see how you're entitled to your financial information, but any/all notes they write about you? How far does that entitlement go?

Having been on the other side of the phone and trained on PIPEDA (Privacy legislation), you have to comply with a customer's request for any and all information on their account. That's financial information, usage information, and even any notes that are attached to your account. We actually had to go through a scrubbing process to ensure that all notes on people's accounts were free of any disparaging remarks (or at least censor them)

 

[elmufdvr]

hey ...you have to check all the writing..cover your ass..always...

 

[Cobster]

Yep, exactly.
Get it on paper or get their butts on speakerphone, tell them you're recording the conversation like they do to you.
Did it with Hell Mobility a few years ago, amazing how good the service was then.

 

[raven@mirage]

I always ask when I renew, and I never renew over the phone I always renew in the store.

 

[dcbogey]

Are you sure about that? I can see how you're entitled to your financial information, but any/all notes they write about you? How far does that entitlement go?

You might b surprised what info companies keep and what you are entitled to get from them

 

[Cobster]

I managed to save the whole thing for my friend.
She's with Telus and they have a "Privacy Inquiry Team" they can put you through to and there you can request information about your contract.
It's a pain in the ass to get through to them, BIG surprise.
But thanks to UMustang mentioning PIPEDA, called them and told them we know we're entitled to the information.
They didn't like it too much and amazingly enough, the first line of customer service reps were dumbfounded about how they can send you a copy of your information.
So they put you on hold to ask their "supervisors", etc, etc...
Anyways, thanks UM, it helped.