"Need English Billing Support - From Canada"

Hello, ​@Victoria B, welcome to the NOS Forum.

We appreciate your message and are here to help you.

Please share more details about your situation so that we can better understand what happened.

Thank you

Hi Rafaela, I would rather communicate the issue in a private setting. Can you please private message me? Thank you. 

We understand your preference, ​@Victoria B.

However, to better understand the reason for your request, and as this may also help other users with the same issue, we need you to provide us with some more details about what is happening.

Thank you for your understanding

Hi Rafaela. 

I have 2 issues.

• Firstly - I am Canadian and I was on a contract with NOS for both my mobile phone and my mobile internet sim card. Several weeks ago I went into a NOS store and requested to terminate both these contracts early because I needed to return to my home country for work. They told me it would be no problem and because I had a valid reason that I wouldn’t be charged to terminate my contract early. Yesterday I received an email stating that I would be charged a fee for early termination. I am requesting that this be waived, as it was told me it would be. I can provide any documents needed to show that I pay taxes in my home country. 
• Secondly - It was way back in June that I went in person to a NOS office and requested that my internet be cancelled. The employee assured me that they had submitted this request and that my internet would be cancelled. For the entire month of July I assumed it was cancelled, but I then received an invoice for my internet for July. I went into the office to fix this and they said they could see on my file that I had requested the termination of my internet in June and they assured me they would credit my invoice for that amount. I even got them to print me a document (that I have) declaring that both my mobile phone and internet contracts have officially been terminated. I then called a few days ago and not only was there no credit on my account for the July internet, my internet account but also the customer service person told me that my internet is still active.

In summary- I would like to 1) confirm that both my internet account and mobile phone accounts are terminated and 2) I would like to make sure any fees for closing my contract early are waived (I am self-employed and am happy to provide supporting documents on my Canadian taxation) and 3) I would like to make sure that the final invoice I receive (for August mobile phone use) does not charge me for any internet use, as I had requested this be cancelled back in June.

Thank you.