Cancellation fees
People often cancel due to a poor service, then find they still owe money for device repayments or exit costs they weren't warned about. On a 24 or 36 month plan, that balance can be significant.
TIPS
How to work with your provider to resolve cancellation fees
Before you cancel, ask your provider what the contract says about cancellation costs, fees and device repayment.
Tell your provider if you are cancelling due to poor service.
Ask your provider to waive or reduce cancellation fees if they didn’t deliver the service as you agreed.
If your provider keeps billing after you cancelled, and it is for an amount you have not agreed to pay, tell them and keep a record of the exchange.
EXPECTATIONS
How we expect your provider to act
Your service stays on
In most cases your provider should not cut off or suspend your service while a dispute is ongoing.
The burden of proof is on them
Your provider must show the charge is valid, you don't have to prove it isn't.
Debt collectors can't be involved
Your provider cannot refer your account to a debt collector while TIO is involved.
If they can't prove it, they must waive it
If your provider cannot explain an unexpectedly high bill, they should waive those charges.
Ready to make a complaint?
10-20 minutes
OUR CONSIDERATIONS
We look at why you cancelled, what you were told, and whether the charges are fair in the circumstances.
What your contract said about cancellation costs and device repayments
Whether your telco clearly explained those costs before you cancelled
Whether the reason you cancelled (like an unreliable service) is relevant to what's fair
Whether any charges continued after your cancellation date
Whether financial hardship is a factor in your situation
POSSIBLE OUTCOMES
Depending on your situation, we may ask your telco to...
Provide a payment plans
Your provider cannot cut off or suspend your service while a dispute is ongoing.
Learn more about Provide a payment plansWaive or reduce charges
Waive charges if the service wasn't delivered as promised
Learn more about Waive or reduce charges
How we've helped others
- Billing or debt
Megaphone said Ailin must pay the full cost of her phone after cancelling
A student cancelled her mobile service after poor coverage but was told to pay the full cost of her phone. We found the provider couldn’t deliver the promised service and required a fair resolution.