Put your feet up and get comfortable, because I don't think I can make this short.
We added the Sports Package to our account to watch the big Canada-US hockey game during the 4 Nations Face-off back in February. We're not sports people, but what a game! 🇨🇦
On March 17th, I went online to remove the package - again, we're not sports people - but got a message stating that I had to go through customer service to remove it. (?!) (Why can't we remove a package via self service?)
So... I mustered my patience and went to the online chat function and was 89th or so in the queue, but finally got through... then got disconnected. 🙄 So, I decided to call instead. Again, it took a looong time (easily over an hour), but I got through to an agent who advised me that they cancelled the package for me.
Fast forward to early May. I looked at my April bill, and saw the Sports Package still on there. (?) So, on May 13 I put on my big girl pants to go through the process of reaching out again... and waited another hour or more to get through to someone through the online chat... but reached a person!! (I took that as a win.) They looked up my account and saw that indeed, I had requested cancelling the sports package on March 17th but that it hadn't gone through. So, they cancelled the package and I got an email. I asked them to immediately refund the $25 for the package on the April bill since they were supposed to cancel the service in March, and they assured me that they submitted the refund request and that I'd hear back by email within 72 hours.
I haven't heard back, and it's been over a week.
And... I just looked at my May bill online (which was due to come out around the time of my call) and the Sports Package is STILL on there. 😡
So, now I have to spend yet another hour or more of my time trying to get refunded for 2 months of the sports package?!
This is absolutely unacceptable.
I will happily welcome suggestions for how to resolve this situation - preferably without spending more valuable hours chasing people down who assure me that they've resolved a situation when in fact - they haven't.
I'm not usually a bitter person, but this is beyond frustrating.
***Edited Labels***
