Disputing your sell to Collections of my account, or lack there of.

[Lucifette]

So, it is now August 24 2021, I have been through 16 months of torture with SHAW. 
March of 2021, I was due for an upgrade of my contract. I mean, internet was subpar, there was one show that I watched religiously (yes it was 90 day Fiance)... all was ticky boo... then Covid. Upgrade cancelled... no problem, we'll reschedule when things are better. Hell to the no, with out notice, my upgrade is cancelled. Meaning, I am now a peon month to month customer, that no one cares about. Unless my bills go unpaid... how many months did that take you guys to get a hold of me?

Back in April of 2021, 13 months later, I finally go into the store... Wow weeeeeee, I'm finally eligible for my upgrade. Although, there is still $150 worth of credits I was promised by multiple agents over the phone (likely to shut me up, cuz I am a raging **bleep** when upset), I make my payment, which almost has me flush again, and I am scheduled for my upgrade. The tech is arranged. woohoooooooo! Or so you'd think. 

Fast forward, the bill is awful high again... not sure how that happened so soon when with the Credits I was promised, it was only $50 over my monthly fee left to pay off... 

Now I am told for the last 3 weeks by 2 customer support agents, AND a Customer Success agent, that I am basically going to be sodomized by Shaw because I cancelled my account. 

I cancelled my account? nuh uh, Shaw cancelled my account, and sent me the bill. 

Well, Shaw, you have defaulted my contract. First contract, second contract! I was sold Internet 75 on my first contract... Internet 150... signal was investigated, no one reported to me that my signal was capable of only Internet 59 (Max)... Telus, whom I should have called over a year ago, reported this to me when they tested my signal to sell me internet. 

Why did Shaw not do this? Why did they test it, sell me service my signal is incapable of, and frig off?

Tell me this SHAW... how do you restitute this situation now that you have wasted my time with less than capable ANYTHING for 16 MONTHS, and sent me to Collections before my notified time allotted to argue with countless people that could not fix this issue, but persisted to waste my time anyways and listen to me yell at them for something they had no personal doing of?
You should give those people a friggin raise, fire your execs, and waive my feckin collection, NOW. I should have known after the first time I had Shaw service in Alberta, and after I cancelled my account, you continued billing me and taking payment, without my knowledge (I was a young, alcoholic, single mother with no clue) and you blamed me for you taking my money for an additional 8 months. 

Signed, 

Seriously Disgruntled Customer of SHAWs

[mdk]

@Lucifette -- I was sold Internet 75 on my first contract... Internet 150... signal was investigated, no one reported to me that my signal was capable of only Internet 59 (Max)...

That is strange. I have a Windows 10 laptop with a dual-core 1.8 Ghz processor. Over my (normally good) WiFi, that is about the speed I get. On a different laptop, with a dual-core 2.5 Ghz processor, I get over 150 Mbits/second.  So, the speed of your computer's processor is probably limiting the speed when running the Shaw Speed Test.

> Telus, whom I should have called over a year ago, reported this to me when they tested my signal to sell me internet. 

Hmm. Was Telus telling the truth, or were they feeding you "white lies", in order to get you to switch? Did Telus come to your home, and use their computer, and an Ethernet cable, to show that your Shaw service really was 150 Mbits/second, or were they talking over the telephone?

Note that the WiFi adapter in some older computers is only capable of about 60 Mbits/second. So, getting "59" can be blamed on your computer, not on Shaw.

[Lucifette]

I never blamed my insignificant signal on Shaw, my frustration stems from over a year of broken promise by Shaw, and on top of that, Shaw selling me service my buildings wiring/signal is incapable of. As for your first query on my preauth bill payments: I did payments manually, as telecom companies notoriously gouge clients. If you read further, when I was younger and paid less attention to my finances, they continued billing me phone and cable service for 8 months after I canceled. 

Back to tech land, I work for a computer company, I'm no moron when it comes to geek stuff. I'd already switched to Telus, they didn't need to tell me any lies. They tested in my suite, in my electrical room, in my area AND called me to report their finding and offer me solution... nobody in my building is getting a good signal unless they have two lines patched in together... I don't need massive amounts of signal, but if I didn't upgrade with Shaw, my rates went up considerably, as explained by their rep over the phone back in March of 2020. 

Telus discounted half my first bill for the inability to be able to deliver the promotion service I'd signed up for. PLUS I have $200 credit against my next month and a half billing... sorry, but Shaw lacks when it comes to customer service and client retention. I don't expect Telus to be fabulous for long, and if they default my contract, you better believe I'll **bleep** it in the bud and proceed with a new provider. 

I did manage to find my transaction history in myShaw, but customer service at Shaw refused to believe my word... even before they sent me to collections (4 days after I received a 14 day notice by phone, 8 days before I received email notice that my payment of $1075 is due immediately (are you cross eyed yet?)), they tell me 'we can not help you because we can not see your bill'... 'who can help me?' 'I  can help you, what can I do for you?'

[mdk]

@Lucifette -- They tested in my suite, in my electrical room, in my area AND called me to report their finding and offer me solution... nobody in my building is getting a good signal unless they have two lines patched in together.

That seems to be an issue that you need to raise with your condominium board, or the building's management, for them to complain to Shaw, and/or Telus.

> If I didn't upgrade with Shaw, my rates went up considerably, as explained by their rep over the phone back in March of 2020. 

Yes, Shaw's "month-to-month" rates are higher than if you sign a Two-Year Value Plan.

> Telus discounted half my first bill for the inability to be able to deliver the promotion service I'd signed up for.

Good for them. But, if their wiring from the nearest telephone-pole to the "wiring closet" in your building is as poor as Shaw's wiring seems to be, you and the other residents need speak up, as a unified group.

> proceed with a new provider. 

Unfortunately, there are only two providers: Shaw & Telus. All the other companies are "resellers", buying "bulk" Internet from Shaw/Telus, and using their wires from the telephone-pole into your building.

> they tell me 'we can not help you because we can not see your bill'.

Sigh. It is disappointing that the Shaw Agent was not properly trained, or you were directed to the wrong department. Whenever I have renewed with Shaw, their Agent has been able to see all my services (added-on TV channels, Internet speed, phone options) plus the detailed pricing.

I don't know if Shaw does "screen-sharing", e.g., you open the My Shaw app on your screen, and then allow Shaw to remotely view your computer screen, for them to see what you are seeing.

Finally, this is a peer-to-peer discussion forum, not a path to Shaw Support or Shaw Billing.  Can you print the transactions, and then go in person to a Shaw retail-store, to show them what you are seeing?

[Lucifette]

Oki doki, peer, who do we report the subpar wiring to then?

[rstra]

@Lucifette It is likely that Shaw is aware of the problems in the building, some older apartments were loop wired, or had mini cable. There was a time when Shaw would work with the management of these properties to upgrade the wiring, some were not interested. 

Regarding the account issues, if you have Twitter, I would recommending sending a DM to @shawhelp, they were able to solve a particularly challenging problem for me after trying to go through the phone support reps. Good luck and I hope you get this resolved.

[mdk]

@Lucifette -- to whom do we report ...

I can imagine a "flash mob" of all the residents in the building meeting at the front door of the nearest Shaw retail store, along with a local TV News crew, all with the same complaint. The store's shift-manager should get the "hint".  🙂

Yew no that eye half two reap lye 2 ev'ry massage, be cows rstra sez eye dew.

[Lucifette]

Thank you for giving me a little validation towards my sanity. Shaw is absolutely aware of the problems here, don't give a flying rats behind and continue to gouge clients unfairly. 

I can't say that this resolved my issue, but it definitely helped me feel less crazy than responding back n forth with that other cracker jack on this thread.