Complaints

• Initial Complaint

  20/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Please find my upload file below, for your better understanding, let me explain what happened to me four days ago, I found my phone call to China has been blocked, also noticed that I can not reach China Telecom customer service number in ******, so I have to contact customer service through chat on-line, they told me that my phone has blocked by ******** of ******** and Information Technology in China ( I got confirmed on second day on-line chat). I told them my mom is sick at the moment and I need contact her urgently, no thing happened except sorry, I tried to call by **** international phone card, the answer is always "The phone is in use". It is the block nothing I can do. I had enough, I have to seek Better Business Bureau for help. As a customer of **********************, I believe I have the right to know what happened to my phone service. As a state-owned company in China also has business in ******, would China Telecom answer me the following questions honestly:Firstly, What is the reason which cause my phone call to China has being blocked so long? Is this done legally? As I know, I did not received any notice or warning from any parties.Secondly, Why would a block from China block my call to your company's customer service number in ******?Thirdly, Do I have the right to call my family in China? Is this not a persons basic right?Please remove the block immediately.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I write this letter to complain CTExcel unreasonably charge. For Black Friday, they had plans, I updated my plan(34 dollars per month), they charged twice they said they cant refund my money. I just have one plan now, but my bill is ***** dollars(this is two plans money) this month.

• Initial Complaint

  21/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an international roaming package on the morning of July 17th, which cost a total of 16.8 CAD. However, I couldn't use it, as I was in the United States at the time. I immediately contacted customer service to inquire about the issue, and they informed me that I had made an ordering mistake because my *** card was an upgrade card. I asked why there was no prompt during the ordering process to inform me that the purchase would be invalid due to the upgrade card, but the customer service representative didn't provide a reason. After hanging up, I contacted customer service again to ask for the reason, and the second representative stated that I had ordered incorrectly. I inquired if I could cancel and re-order the correct package, explaining that I hadn't used the service, but I was told that it was not possible. On my third contact with customer service, they said they could escalate the case. Subsequently, I received a ticket number. On July 18th, I contacted customer service again to inquire about the resolution, and the reply I received was that I had ordered incorrectly, and since I hadn't used the service, a refund was not possible. However, they offered a $10 compensation after I successfully ordered a different roaming service. **** ********* ******** ***** ** ********* ****** *** * **** ***** * ********* ******* **** ** ************ ********

  Business response

  01/09/2023

  Hello Team,

  
  Hope you are doing well!

  
  We will not give any refund for this customer. The user bought *** long distance package for one month. After the transaction, the service will  automatically add to the user account. No matter what happened, we cannot process any refund for this user.  The user want to use roaming service. So the user need to buy roaming package. If the user buy the long distance call package, the customer only can call US in ******. For roaming service, Customer have to buy roaming package.

  Thanks,

  CTExcel

• Initial Complaint

  30/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was in Burnaby at 2:00 pm on November 28th, and I saw an advertisement from China Telecom, saying that it provided 5G communication services, so I transferred my number, and they paid for a month’s fee from my credit card , I used to be a post-paid user, but after I got the SIM card they gave me, I found that there was no 5G service, and then told me that the system maintenance would be available in a few days. After I came back and called China Telecom customer service, I found that they had opened 4G service. And there are post-paid service options, but they didn't give me a choice. I applied for a refund from them and told me to go to China Telecom. I was paid 33.6 CAD

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩