Hello Robanpreet,
Sorry to hear you've incurred unexpected long-distance charges. I understand you have the promotional 1000 International minutes. However, Are you aware those minutes are only to certain Countries? You can view the included Countries for the promotional add-on here. As far as I am aware, the list of included Countries should have also been provided with the confirmation provided when you signed up for services or changes made. Is it possible your calls were made to a Country which is not included with that particular add-on?
It should also be noted that all calls using mobile services incur Airtime charges plus long-distance charges, if applicable. Those 1000 International minutes are only for the long-distance portion of calls. That is, airtime charges would still apply. If you have a plan with a limited number of airtime calling minutes, excess airtime usage would incur additional costs -- even though there may be available International minutes remaining. For example, if you had a plan with 500 Canada-wide minutes (airtime minutes), making 600 minutes of calls to Countries included in those 1000 International minutes would require an excess usage of 100 airtime minutes. Does your plan include a limited or unlimited number of Canada-wide minutes?
As mentioned in my reply to your other post, you should note these forums are community-driven and not intended as a venue for customer services. We do not have access to customers' accounts. If you would like assistance with your rmatter, you would need to contact customer service. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.
In the mean time, I understand this is a difficult time and receiving such a bill even more distressing. If you're unable to make full payment on the bill, you might consider trying to arrange a payment schedule. To make an arrangement, you'll need to contact the credit operations department. It should also be mentioned that any arrangement would be at the discretion of the credit operations team.
Alternatively, it may be possible to set up a Promise to Pay via your My Account --> My Bill --> Billing & Payment --> Set up Promise to Pay. However, I'm not sure whether that option is in lieu of contacting the credit operations team.
Hope this helps 😀
Cheers
Hello again,
Thank you for the additional information. As mentioned, though, you would still need to contact customer service to have your issue addressed.
Cheers
