"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.

Good evening ​@Victoria B 

Thank you for providing the additional details.

To be eligible for an exception, you’ll need to provide one of the following documents:

• A copy of an employment/service contract stating that the place of work is outside the country, the start date and a contract duration of more than 6 months, as well as the ID document number or tax identification number of the customer who is the contract holder (not applicable to self-employed workers).
• A certificate of residence in the destination country, authenticated by a public authority.
• An IRS tax return (this may also be referred to as an income tax return).

The documents must be provided in one of the following languages: Portuguese, English, French or Spanish.

The issue date of the supporting documents must be no more than 90 days old.

Would you be able to send us one of these documents?

Thank you. 

Hi Rafaela,

Yes I have this tax document ready. Please let me know where to send it. 

Please also let me know how you can support with the other issue mentioned.

Thank you.
 

Good afternoon, ​@Victoria B 

To proceed with sending the document, we suggest checking the topic below, where you will find all the information you need to do so.

Once we receive the documentation, we will review the situation, as well as the billing issue.

If you have any other questions, we are fully available to assist you.

Thank you,

Hi Rafaela,

As I mentioned I no longer have access to my NOS account to receive the SMS verification that the link is requesting of me.

I followed the link you provided, to upload my tax document, however my phone contract is now terminated (and I am back in Canada) so I do not have access to the SMS confirmation code that is requested when I followed the link.

Please provide another pathway for me to upload the tax document requested, without me needing to receive an SMS confirmation. 

(Note- I would have provided this tax document previously, while my phone number was still active, but I was not informed that this was needed to terminate the contract without penalty.)

Thank you,

Victoria

Good evening ​@Victoria B .

Please send a private message to the profile ​@Fórum  with your tax identification number (NIF), so that we can find the best solution.

Thank you. 

Thank you.