Ukrainians who fled the war and who settled in Canada had the unpleasant surprise of receiving a hefty cell phone bill, when they thought they were benefiting from a free plan and free international calls to their country of origin. origin. Videotron promises to rectify the situation.
On July 30, Oksana Kvasniak, who had just arrived in Montreal, did what many people do when they set foot in a new country: she got a cell phone plan, among other things to be able to communicate with his relatives.
Videotron then offered Ukrainian newcomers a very attractive free six-month plan, which included unlimited calls to Canada and 20 GB of data. She therefore signed a contract until January 30.
At the time, she was under the impression that free international calls to Ukraine, another separate offer and which had been in effect since February 24, would also be valid for a period of six months.
“The employee told us that it was good for six months, including free calls in Ukraine,” assures François Jacob, who welcomed Oksana when she arrived in Montreal and who accompanied her.
However, on its website, Videotron wrote on July 28 that the withdrawal of international call charges to Ukraine would be extended until October 31. The usual international rates then applied. Information which, however, would not have been mentioned by the agent.
“I was not informed of the change, insists on To have to Oksana, who looked at her email and text history. I kept calling my relatives in Ukraine. Because of the war, they don’t always have electricity and internet, so I sometimes call their cell phone to make sure everything is fine with them. »
She started to receive invoices by email, without understanding why. “A few days ago, I received a letter from Videotron and the collection service, concerning a debt of $800,” she says.
Two other Ukrainians with whom The duty also discussed have both been billed in recent weeks for up to nearly $500, which they later attempted to have reversed. In one case, the person ended up having to pay $40 instead of $430, after speaking with an agent.
Confusion and prolongation
Invited to react, Videotron speaks of its side of confusion between the two distinct initiatives offered in support of the Ukrainian community in recent months, namely the six-month plan and international calls. “To avoid confusion, Videotron has decided to extend the waiver of international calling charges to Ukraine until January 31, 2023, after which date the usual international calling rates will come into effect,” wrote in an email. Videotron media relations team.
The employee told us it was good for six months, including free calls to Ukraine
The company claims to have contacted “the majority of affected customers” to warn them that the free calls were ending on October 31. “But we have not been able to reach some of them,” it adds.
“Customers who have seen the presence of charges for international calls to Ukraine on their invoice will not have to pay for these charges. An adjustment will be made automatically in the next billing cycle (February-March). If these fees have been paid, they will be credited or refunded, writes Videotron. We remain in solidarity with members of the Ukrainian community. »
François Jacob speaks for his part of a “180 degree turn” of the company. “I spent two hours with customer service, getting turned away,” he says. He therefore published a message on Facebook to denounce the situation, which was shared dozens of times, and he was then contacted by Videotron’s vice-president of marketing. Others who received a hefty bill have since contacted him. “People said to themselves that, until January, they were correct to speak to their relatives in Ukraine,” he drops.