The Unofficial 7-Eleven Speak Out Wireless Canada Consumer Page 
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5:20 pm
February 24, 2017
Offline
They renewed a 30-day value plan after I requested online to remove it. My daughter was using her phone without knowing when it switches from wifi to data plan, so apparently she used some data after the plan was renewed against our wish. I called CS on the day it got renewed, and was reassured that he could see the online removal request and therefore it would be removed and account would be credited. A few days later, I didn't see any credit and the value plan was still active. When I called CS, I was told that management has decided not to give a credit because the data and text was used. I asked to speak to a manager, but was told I can only leave a message, and the CS rep transferred me to a voicemail without giving me a chance to say anything. The "manager" who left a message on my voicemail 2 days later said there was nothing they could do as the service was already being used.(Remember, they renewed it by their system error.) I called the CS again, but I only got the same answer, and there is no way to reach the manager when it's convenient for me. After a week or so of phone tag, I just gave up and lost $40.
6:18 pm
February 24, 2017
Offline
4 months after the above incident, I'm experiencing another frustrating situation now. I called in for SIM card swap to transfer the existing number and balance to a new SIM, and was told it would be done by 11am next morning. The service on the old SIM was cut off by then, but the new one wasn't working. After a lengthy conversation double-checking everything, the CS concluded that it's a defective card so I needed to buy a new one, and my account would be credited for that. The new card did work, and I finally got my mobile service back after 1&1/2 day and one extra trip to 7-11 and hours of waiting for and talking to CS. I threw away the defective one after I re-confirmed that I would get a credit of $10+taxes. I thought the problem was solved with relatively small inconvenience this time. WRONG!!!
4 days later, my account isn't credited, and the CS rep I just talked to said the management decided not to give any credit until I send the defective card to them. I told her that it's gone, but she said I should have known to hold on to it, even though I was never told to do so. She sounded so rude, saying she can't do anything about it, told me to leave a message to the manager, and transferred me to a voicemail without a chance for me to ask anymore questions. I'm waiting for a response, but I have a feeling it wouldn't be a reasonable one. I'll post again when I hear from them.
