Hi Koodo Customer Support,
I am writing to formally dispute international call charges that have appeared on my bill, which contradict what I was verbally told by your sales representative at the time of purchase.
In November, when I purchased my Koodo line, your representative clearly informed me that international calls would be free as part of my plan. Based on that representation, I agreed to proceed with the purchase. I would not have signed up under these terms had I known international calls would be billed separately.
I am now being charged for calls I was explicitly told would be at no cost, and I am requesting the following:
1. A full credit or refund of all international call charges billed to my account.
2. A review of the sales call or interaction from November to verify what was communicated to me.
3. Written confirmation of my plan terms going forward.
4. A response within 5 business days.
I understand that verbal commitments made by your representatives are binding, and I trust Koodo will take responsibility for what was promised to me at the point of sale.
Should this not be resolved to my satisfaction, I am prepared to escalate this matter to the CCTS (Commissioner for Complaints for Telecom-television Services).
Sincerely,
Nissan
