TV - Refund request refused

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  • If you're unhappy with the way your service provider has handled your case, you should raise a complaint via Resolver to let them know.
  • Be sure to explain why you think they need to change their decision – and include a record of any correspondence you've already had.
  • If they still can't resolve the matter, you can escalate your case to the CCTS.
  • The CCTS will examine the case and make a recommendation for your service provider.
You should know

CCTS – Commission for Complaints for Telecom-Television Services

The CCTS is an independent organization that handles complaints about telecoms and television services in Canada.

If the service provider you’re raising a complaint about can’t resolve the matter for you, you can escalate your case to the CCTS. If the CCTS accepts your complaint, they’ll consider your case and issue a recommendation.

Either you or the service provider can reject the recommendation if you aren’t happy with it. The CCTS will then consider your reasons for rejecting the recommendation and issue a final decision on the matter.

The final decision is binding on the service provider but not on you – meaning you can still reject it at any point. 

CRTC – Canadian Radio-television and Telecommunications 

The CRTC is the independent public authority that’s in charge of regulating and supervising Canadian telecoms and TV services. Generally speaking, the CRTC makes high level decisions about the sector.

The majority of complaints should go through the CCTS, who can make recommendations and decisions on specific cases. The CRTC will take note of broader issues and come up with new rules to promote a fairer environment for consumers.

I’ve made a case via Resolver… How long should I wait for a reply?

This depends on the company in question, but your case shouldn’t go longer than a week without being acknowledged by a company.

If a week passes and you haven’t had a response, you should send a follow-up message via Resolver.

The Television Service Provider Code

The Television Service Provider Code was set out by the CRTC to regulate the way broadcasting organisations interact with consumers. It’s similar to the Wireless Code, in that it sets out a whole range of requirements concerning clear language, cancellation fees, service outages and disconnection. Basically, your contract has to set out everything in a clear and easy-to-understand format.

PAD – Pre-Authorized Debit

If you’re paying via PAD, you’ll have some protection from unauthorized transactions. Anyone taking money via PAD has to have a reimbursement statement in their agreement, gicing you the right to receive reimbursement for any unauthorized debit or debit that isn’t consistent with the PAD (for example, a payment for an incorrect amount).

Generally speaking, you’ve got 90 days from the date of the withdrawal to report an incorrect or unauthorized PAD.

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Helping you with Refund request refused

Resolver covers the issue Refund Request Refused for 4 companies and organisations:

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