I have 2 Shaw accounts for different houses that I own. In Oct I ended the services on one account. On November 4th I received an email stating I owed $161.91 and payment was due on December 4th, 2021.
I received no other communications from Shaw regarding the cancelled account after the November 4th email.
On Dec 1st, I received a call from a collection’s agency regarding an unpaid $56.91. Shaw sent me to collections before the Payment due date had arrived.
I spent several hours with multiple Shaw agents each requiring extensive conversations. 2 were often hostile to me and actively tried to convince me that I was at fault. I had to send them a copy of my email showing the due date of Dec 4 before the agents backed down and agreed that it was Shaw’s error.
The insane number of hours I have spent last night and today for Shaw’s 100% error is astonishing.
Facts:
- I did nothing wrong.
- As per Shaw's email Nov 4, payment was not due until Dec 4.
- Shaw did not send any communications after Nov 4 stating that my account was being sent to collections and made no attempts to contact me.
- I am still an active customer with Shaw on a linked autopay account and yet Shaw thought the best course of action was to send my account to collections before the money was due.
- Shaw choose to potentially negatively impact an active customer’s credit rating for years to come over $56.91 that wasn’t due yet.
- The burden to demonstrate Shaw’s complete incompetence fell on me and is now also on me to ensure my credit is not negatively impacted.
This is a gross example of customer service, systems and processes, and Shaw is displaying a fundamental lack of understanding of reasonable compensation for their mistakes. I paid every bill on time, yet Shaw believed that it was reasonable to send my account to collections agency and impact my credit score over $56.
Other then cancelling my current services, how can a consumer hold Shaw accountable for the time and energy I have had to spend because of their mistakes?
