Jake wrote:I would be interested to know what you said in your email to the CCTS, and what they reply with.
My email to the CCTS was an abbreviated / cleaned up version of what I wrote in this thread a few posts. I stressed that Fongo still has funds in my account that I cannot access or get a refund for.
CCTS responded this morning with a canned but positive response as copied and pasted below. I removed identifying information.
I get that Fongo has a TOS, that users have to abide by. I explained to their staff I realize what the issue was and that I would not use Aurora Store to download the app any longer, but their responses were identical, canned and didn't fully relate to my statements and questions. Fair enough if they suspended my account, but to take the money in the account on top and me having no recourse was what led me to complain to the CCTS.
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Dear XXXXXX,
Thank you for contacting the Commission for Complaints for Telecom-television Services (CCTS). The CCTS is an independent agency with a mandate to receive, facilitate the resolution of, and, if necessary, resolve eligible customer complaints relating to certain retail telecommunications and retail residential subscription television services.
We have received your complaint XXXXX and hereby advise you that your complaint falls within the scope of our mandate and will be processed in accordance with our Procedural Code, which can be found at:
https://www.ccts-cprst.ca/codes-stats-a ... ural-code/
We encourage you to review the Code so that you are aware of the complaint resolution process as well as your rights and responsibilities as a customer.
In accordance with Section 6.5 of the Code, we have forwarded your complaint to your participating service provider (PSP). Pursuant to Section 6.6 of the Code, your PSP is to:
a) within 15 days of receipt of the complaint advise the CCTS in writing, with a copy to you, that the PSP objects to the complaint on the basis that in their view, it should not be investigated pursuant to the Procedural Code or any other lawful reason;
b) within 30 days of receipt of the complaint, advise the CCTS in writing, with a copy to you, that the complaint has been resolved to the mutual satisfaction of both you and the PSP; or
c) within 30 days of receipt of the complaint, advise the CCTS in writing, with a copy to you, that the complaint remains unresolved and of the PSP's intention to file a written response thereto.
In the event that your PSP responds that the complaint has been resolved to the mutual satisfaction of both you and the PSP and you disagree that the matter has been resolved, you must advise CCTS within 20 days of your PSP's response.
If you have any questions or concerns regarding your complaint, or anything contained in this correspondence, please do not hesitate to contact us.
CCTS
P.O. Box 56067 Minto Place RO
Ottawa, ON
K1R 7Z1
1-888-221-1687
Please ensure to retain this correspondence for future reference.
Sincerely,
CCTS Assessment Team