Forum Discussion
Account renewal
My 2 year contract for 1 gig internet was due to expire on the 18th of this month. After initially setting up a cancellation I saw an offer of $60 plus tax for 1 gig, called in and renewed.
I was told my new bill would be $60 plus taxes. Because this was done before my initial deal expired all my billing dates remain the same.
Today I received notice of my first bill, and it's $97.
Today I spent another hour on the phone trying to get the problem solved to no avail.
If I was a sceptical person, I would say that Telus does this on purpose knowing a lot of people don't want to waste hours on the phone trying to adjust for a few dollars.
Brutal.
6 Replies
Yes more than 1 call maybe required. You have probably only a 70% chance of a 1 call solution. And yes it is because the multiple step programming of all the discounts required to match an offer - the Telus billing model is based on a fixed set of charges per item with minuses to get to the actual offer made whether the offer is marketed on the website or by phone. So when tailoring an offer the agent must pick from a list of minuses to apply rather than a discrete bundle. There are some discrete bundles of services that they can start (mine was fiber+optik+camera) with provide different minus entries and this is where I think it gets too complicated leading to errors with call back required to correct. My fiber+optik+camera with allowed loyalty minus's was less cost than any of the fiber+optik bundles again with loyalty minuses. My thanks to the initial (yes I had to phone 2 times since the 1 st missed one key button) for figuring this out for me. The second call was very short since the agent could see exactly the button missed by the first agent. What Telus have improved (a lot) is the speed of agent response and the politeness and customer focus of the response. Telus billing system, account setup procedure and the marketing that forces the options are as poor as they have ever been. They, like all of the Canadian communications companies. are struggling with their business model (what to provide and what to charge for it). I think Telus are the best (but of the worst compared to other countries communication companies - like Singtel/Optus for example). But "Buy Canadian" is our life in Canada so..........
Thank you!
TELUS_SupportOfficial Support Team
What were you advised on the phone reg? Was this a case of partial charges (happens when plans are changed in between bill cycles) or prior discounts expiring?
My billing cycle dates have not changed, the new contract starts at the end of my old one. I could not really get a straight answer. I noticed a $15 hs service agreement fee which he agreed to remove saying it would take about 24 hours to show up on my bill. That was 5 days ago and it still has not been done. The new agreement clearly states $70 per month plus tax. That agent assured me she should would apply the $10 credit for auto pay on May 18 bringing the price down to our agreed $60 per month going forward. This also has not been done.
Currently checking online my next bill which will be via auto payment is still showing $97.
The bill is so convoluted with discounts being added and taken away its beyond me and apparently beyond the agents.
- TELUS_Support
Glad we were able to sort this out for you today. Please do let us know if we can be of further assistance in the future!
