pank_surrey
+1 more
Friendly Neighbour
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Full bill after cancellation and no confirmation of equipment returned October 5
Hi,
My latest bill shows a charge of $72.80, with no prorated adjustment, even though I discontinued my home internet service on October 2. My understanding of the contract is that I should only be charged up to the cancellation date. Why have I been charged for the full billing period, and when will this be corrected?
I returned my home internet equipment through Canada Post on October 5, well before your October 17 deadline. I securely packaged the equipment and used the PRC you provided. I could not generate a waybill myself, so Canada Post generated it for me. It is now October 21, and I have still received no acknowledgement or confirmation that you have received and recorded the return.
I cannot access my previous TELUS support chats, so I have no way to review what was previously discussed or confirmed. This makes following up unnecessarily difficult.
Please explain the $72.80 charge, apply the appropriate prorated adjustment, and confirm receipt of the equipment I returned on October 5. I would appreciate a written response that I can retain for my records.
pank_surrey
+1 more
Friendly Neighbour
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Twenty-four hours have now passed, and I still have not received a response.
Your chat assistant does not recognize my cancelled account, leaving me unable to access support through that channel. I have been unable to reach anyone who can resolve this issue.
I have already confirmed that I returned my equipment through Canada Post on October 5, well before your October 17 deadline. Yet I still have no acknowledgement that the return has been recorded. I was also charged $72.80 without a prorated adjustment despite cancelling my home internet service on October 2, and you have provided no explanation.
I will be filing a complaint with the Commission for Complaints for Telecom-television Services (CCTS).
Please provide a written explanation of the charge, apply the appropriate billing adjustment, and confirm that my equipment return has been recorded. I expect a substantive response addressing each outstanding issue.
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pank_surrey
+1 more
Friendly Neighbour
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Please provide a working private contact channel where I can securely share my cancelled home internet account number and equipment-return details, since your chat assistant does not recognize my account.
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pank_surrey
+1 more
Friendly Neighbour
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Well...is there an update you can share? I did what you asked me to do!
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pank_surrey
+1 more
Friendly Neighbour
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I see, got your partial reply via DM. Could you also confirm that you have received the returned equipment? I asked only two questions, but despite several exchanges, I still haven’t received a complete response.
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