Document text
Date: [MONTH DD, YYYY]
Sent via [PROVIDER'S ONLINE CHAT / E-MAIL / MAIL — KEEP A COPY]
To:
[PROVIDER NAME] — Customer Service / Billing Disputes
[ADDRESS OR E-MAIL FROM THE PROVIDER'S WEBSITE]
From:
[ACCOUNT HOLDER'S FULL NAME]
Account no. [ACCOUNT NUMBER] · Phone number(s) on the account: [NUMBER(S)]
[YOUR ADDRESS, CITY, PROVINCE, POSTAL CODE] · [PHONE] · [E-MAIL]
Subject: Dispute of charges on my bill dated [BILL DATE] — account [ACCOUNT NUMBER]
Dear Customer Service Team,
I dispute the charges listed below on my [WIRELESS / INTERNET / HOME PHONE / TV] account. I am asking you to correct them and credit my account.
1. Charges I dispute
Bill date Description on the bill Amount charged ($) Amount I agreed to / expected ($) Difference ($)
[DATE] [E.G., MONTHLY PLAN — PRICE INCREASE] [AMOUNT] [AMOUNT] [AMOUNT]
[DATE] [E.G., DATA OVERAGE / ROAMING / ADD-ON I DID NOT ORDER] [AMOUNT] [AMOUNT] [AMOUNT]
[DATE] [E.G., PROMOTIONAL CREDIT NOT APPLIED] [AMOUNT] [AMOUNT] [AMOUNT]
Total in dispute [TOTAL]
What I agreed to: [PLAN NAME, MONTHLY PRICE, PROMOTION, DATE OF AGREEMENT, ORDER OR CHAT REFERENCE NUMBER].
2. Why these charges are wrong
[KEEP THE POINTS THAT APPLY, DELETE THE OTHERS]
Price or key term changed without my consent. For a postpaid wireless contract, a service provider must not change the key contract terms and conditions during the commitment period without the account holder's informed and express consent, unless the change clearly benefits me by reducing the rate or increasing the usage allowance (CRTC Wireless Code, section D.1). I did not consent to [CHANGE].
Other changes without 30 days' notice. Changes to other contract terms require at least 30 calendar days' notice explaining the change and when it takes effect (Wireless Code, D.2). I received [NO NOTICE / NOTICE ON (DATE)].
Service I did not order. A service provider must not charge for any device or service that the account holder has not expressly purchased (Wireless Code, E.4). I did not order [SERVICE].
Data overage above $50 / roaming above $100 in one billing cycle. Data overage charges must be suspended at $50 and data roaming charges at $100 per monthly billing cycle unless the account holder expressly consents to more (Wireless Code, E.3 and E.2). I did not consent.
Billing error or missing credit. [DESCRIBE: CREDIT PROMISED ON (DATE) BY (AGENT/CHAT ID) NOT APPLIED / DOUBLE CHARGE / CHARGE AFTER CANCELLATION ON (DATE)].
Charges after cancellation. I cancelled on [DATE]. Cancellation takes effect on the day the provider receives notice (Wireless Code, G.5).
3. What I am asking for
1. A credit of $[TOTAL] to my account [or a refund to my card] and a corrected bill.
2. That my plan be restored to $[AGREED PRICE] per month as agreed on [DATE].
3. That you do not suspend or disconnect my service and do not send the disputed amount to collections while this dispute is open. I will pay the undisputed part of my bill.
4. A written reply within [10] days, with a reference number.
If this is not resolved, I will file a complaint with the Commission for Complaints for Telecom-television Services (CCTS), attaching this letter and your reply.
Sincerely,
______________________________
[ACCOUNT HOLDER'S FULL NAME]
Attachments:
1. The disputed bill(s).
2. My contract or Critical Information Summary, order confirmation or chat transcript showing the agreed price.
3. Any notice of change I received (or a note that I received none).
4. Record of my calls or chats: dates, agent names or IDs, reference numbers.
BEFORE SENDING — delete this part
Start with your provider. The CCTS expects you to give your provider a reasonable opportunity to fix the problem before you file with it.
Disconnection notice? If your provider sends a disconnection notice, tell it before the scheduled disconnection date that you dispute the reasons, and pay the undisputed part (Wireless Code, I.3).
At the CCTS: if any part of your complaint is about unpaid charges, your provider must stop trying to collect those charges until the CCTS closes your complaint; you still pay charges not related to the complaint.
Wireless Code sections apply to wireless (cellphone) services. For internet, home phone or TV, describe the facts and the agreed price; the CCTS also handles those services.
Field labels in [SQUARE BRACKETS, CAPITALS] must be completed or deleted. Alternatives are separated by a slash. © Layers (layers.md), licensed under CC BY 4.0 (https://creativecommons.org/licenses/by/4.0/). Template, not legal advice.
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