Forum Discussion
Agreed to swap to Telus pre-move in with promised discount. Discount not applied.
Hi all. I made the choice to sign up for Telus internet a month before the move to my new place, and I was contacted by Telus a few days offer who offered a mobile plan that was said to be cheaper than my then current carrier Fido, due to a deal/discount my new building has with Telus. I didn't think a connection fee was mentioned either when I asked for any extra fees/costs.
Cut to now and I have a bill coming soon with the 80$ connection fee and no discount--30 dollars more than my old plan. I might swap back immediately if the deal isn't honored as I don't intend on paying this much every month. I tried to submit a dispute form but I only get hit with 'We’re having trouble submitting your bill dispute at the moment. Please try again later.' :( Where do I reach out to get my promotional price back? This is not what was agreed upon. Thank you!
4 Replies
TELUS_SupportOfficial Support Team
While connections fees are normal, the plan and discount should've lined up with what you were offered. We'll send you a PM to take a look into this for you.
Hi there! The form to verify my account failed and I will need a new one. An agent has confirmed that my connection fee should be waved and my rates should be cheaper, but my new bill still has the old plan/rates and the new total that I owe is unexplained. I need assistance in understanding why I owe specifically 26 when there's no connection fee and my plan just started 2 days ago, but the virtual assistant is not leading me to actual customer support.
- TELUS_Support
Hey! We've replied back to your PM with more details. We can definitely help sort this out for you.
Additionally, the agent knew full well that my move-in date was the 1st of May, but the billing period started on the 14th of April, way before my move took place, meaning I was charged for half a month of nothing. Please help us with resolving this issue, would appreciate it lots or I may have to take it to CCTS with the recorded phone call for investigation. Thanks!
