Why shaw disrespect and deal with us like this?

[Sam2030]

Dear Shaw Team,

I have received bills for November, December, and January, totaling $384.54. After reviewing these charges, I was informed during a phone call that a discount of $77 would apply, reducing the total to $307.54. This amount is intended to cover the bills for November and December 2024, leaving my contract balance at $63.00.

If I pay the full amounts for November, December, and January, the total for three months would be $189, which is $195.54 less than the originally stated total of $384.54.

On December 2, 2024, I contacted the company to inquire about the unexpectedly high November bill, compared to the agreed-upon contract price, but received no response. I called again on January 10, 2025, and waited nearly 30 minutes without any resolution. On January 14, 2025, I made four calls to the company, totaling over an hour and a half, but the issue of the increased charges was still not addressed.

On January 22, 2025, I called once more and spent more than two hours attempting to resolve the issue, particularly as the service had been disconnected on January 21, 2025. During this call, I offered to pay the amount in line with the agreed $63/month rate, but the company refused, citing their policy with third parties. They included extra services such as movies and Disney+, which I had not authorized.

Later that same day, I was informed that Shaw had canceled the service, imposing a cancellation fee of $135. This cancellation was done without my consent, and I am requesting clarification and resolution regarding this action. 

On January 23, 2025, I received a call from Shaw's manager at 9:15 AM, who informed me that the extra service fees would be removed and the service would be restored. However, at 9:52 AM on the same day, I was told that Shaw could not provide any services, citing that the service had already been canceled at my address.

Given this ongoing situation, I request that my case be treated as urgent. If this matter is not resolved promptly, I will have no choice but to escalate the issue and file a formal complaint in court. 

Please note that I prefer all future communication to be via my personal email to ensure clarity and a timely resolution.

Thank you for your prompt attention to this matter.

[g-idk]

@Sam2030 , Sorry to let you know that this is just a peer to peer discussion forum and not a direct path to Rogers/Shaw Support or Billing Services.  Rogers/Shaw does not participate in this forum so no one from there is going to see your post.  Only a couple of us community volunteers left on here.  Maybe copy what you have written in your post and send it to this link Resolve your concern | Rogers Together With Shaw  Hope you get it all straightened out.  

[mdk]

@Sam2030 -- even though your services have been cancelled, you can logon to the My Shaw Portal.

Click on "Bills", and scroll-down to see "Transactions".  

Select all transactions from the last 6 months, to view all the itemized transactions, to see those recent charges.

Copy that list of charges, and post it here.  It will not have any of your personal details. Then, the volunteers on this discussion forum can see exactly what happened.

Is it possible that you had a two-year Value Plan that has expired?  If so, your account was shifted to a month-by-month plan, where you can cancel, without financial penalty, at any time?  Those month-by-month plans are higher than if you were on a Value Plan.

Is there somebody else in your household who had authority to cancel your Shaw account?