I returned a wifi-modem to a Shaw retail outlet, but my subsequent bill had an unreturned-equipment charge on it. The support agent I called to address the charge put an "equipment trace" on it.

My next bill still had the charge on it so I called to find out what was going on, but they didn't know anything.

They didn't know the status of the current trace

They didn't know how long I should expect to wait.

They didn't know the name of the department doing the trace.

They had no way to contact the department or put me in touch with anybody who can answer my questions.

It was a very Kafkaesque experience.

So, my questions are as follows:

1. How long does an equipment trace typically take?

2. At what point is a piece of equipment determined to be lost?

3. How do I contact someone at the department that does the trace or would otherwise have any answers?

The answer to any of these questions would be much appreciated.

Thanks,

=Blair.