From:	XXXX
Sent:	December-12-13 11:58 AM
To:	Consumer Code / Code consommateur; tony.clement.a1@parl.gc.ca;XXXX
Subject:	Prepaid Cards- Accountability and transparency


I applaud the governments stance to take action on our behalf concerning "Better Protecting 
Prepaid Card Users, and Launching Cross-Country Consultations on the New Consumer Code ". 
http://www.fin.gc.ca/n13/13-158-eng.asp  I am happy to see the issue addressed and most 
importantly the practice of expiry and the government is "working to prohibit pre-loaded funds 
from expiring on customer purchased products and maintenance fees for at least one year after 
activation".  
  
 I fell compelled to write to ensure that one of the biggest corporations is also included in this 
bill/ consumer code.  Cell Phone Providers. In the wake of addressing issues not only with pre-
paid cards, but also cable companies charging for services that consumers don't want, I want to 
make sure the government is doing something about pre-paid cards for cell phones as part of 
this new consumer code. These are pre-paid cards as well!.  
  
I have been a XXXX pre-paid user for 4 years ( I use this phone for emergencies). I 
purchased the phone $100 with activation fee out right. I use the pre-paid cards to top-up my 
phone. However what is out right wrong is that money I've already paid i.e. $25 , $50 ect.. is 
stolen if I do not renew it before the month  or two month period is up.  I have  issues with 
their policy regarding "forgiveness"  which is only allowed once.  I was at a funeral for family 
member.. the last thing on my mind was running to the store to get a card and top up before it 
expired .  Why did I wait so late to top up? well because the way these companies work.. if it 
expires on the 20th of the month but and I top up on the 1st.. the time gets reset back to the 
date I toped up so the new date does not start from the 20th but the 1st- thus I lose 20 days of 
time.  I remembered to top up two days after the expiry date, I could not speak to a 
representative and everything had to be done by email. For most this is not problematic (email) 
for me I have no email access at home I only have a work computer.  I am luck my company 
allows some personal time on computers but most companies don't and I don't blame them.   
  
At the time I had 100 dollars of money pre-paid on the phone.   This money was stolen... Yes 
stolen and the answer from XXXX was that I they would not provide " forgiveness" as I had 
used by my forgiveness 3 years earlier (yes three years earlier) when I first got the phone and 
was working through unclear policies and caveats not fully explained to me when purchased 
the phone. So I was out chances as they called it.   what I do not understand is why this is 
allowed to burden consumers.  Why is the government allowing this ....why is this ok? For 
example  if you don't pay a regular phone bill * i.e. money that is not theirs yet you always get a 
chance to pay a day or week later (understating there are some penalties ).  Yet when the 
money is already there - i.e. pre-paid, the money which the consumer has already paid out its is 
just stolen and that's ok with the government?.  Why can they not allow a grace period for a 
few days? or even ....like in the case of a drivers or insurance record... if your good for so many 
months/ years its reset. Why only once and that's it?  
  
Currently I am trapped with XXXX with absolutely no way out. I should not be forced 
to be with a company I no longer respect or choose to be with.  I have no options!  I have 
accumulated $125 and if I don't top up its stolen   If I want to leave XXXX as a customer I am 
now forced to spend this hard earned money (haphazardly) just to cancel my account. If I just 
cancel I do not get this money back..... So what do I do?  
  
It would be great if the government could really make a change with these policies but I see 
no light at the tunnel.   
  
I have no choice but to keep accumulating money on a phone I do not want so as not to loose 
over $100.... and as my pockets empty the corporations are bulging. 

XXXX