Hello Preetibisht,
Welcome to the community!
Sorry to hear of you've incurred unexpected long-distance charges. However, as mentioned in the solution below, these forums are community-driven and not intended as a venue for customer services. We do not have access to customers' accounts nor have any means of contacting the Winback team. That said, I'm not sure they are the right team to address your matter.
If the charges are for long-distance calls, 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 also mentioned below, if you would like assistance with your matter, you would need to contact customer service again. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.
Hope this helps 😀
Cheers
Hello WalkingWhale,
Welcome to the community!
Firstly, you should note this forum is community-driven and not intended as a venue for customer services. We would not have access to customer accounts. Unfortunately, we do not know what was discussed with the win-back team.
A couple of points of clarification, though:
@WalkingWhale wrote:
... I was furious when I found out they gave me a random number,...
I understand you might have intended on keeping your number. However, you should note when purchasing a new plan, the line will be provided a phone number (temporary, if you intend on porting one in). You will only be able to get your current phone number once the porting process completes (see here). A new line cannot be created without a phone number and your phone number cannot port-over without an active line. There was no malintent in your line having a new number. It is a necessary part of the process.
@WalkingWhale wrote:
...The funny thing is that I never activated the new card...
If you received a new SIM card, that line would have been activated when it was set-up regardless of whether you used the SIM card or not.
If you would like a resolution to your issue, you would need to contact customer service. They can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.
Hope this helps 😀
Cheers
