Forum Discussion
Billing error on my first bill
On April 26th I was contacted by Telus/Koodo proportional call by following sales representative. The deal was for all four family cell phone subscription for a flat fee of CAD$25 per line without an...
TELUS_Support
Official Support Team
Official Support TeamHi there, thank you for reaching out and taking the time to share this. We're very sorry to hear about your experience — we understand how frustrating and stressful this has been.
To better assist and investigate the issue, please send us a private message with your account details, and we’ll ensure the appropriate team reviews this matter.
Telus support team,
I finally got this matter resolved after 15 hrs on the phone, 3 disconnections or dropped calls and after speaking with 5 Telus representatives. The escalation team finally honoured the rate plan Telus/Koodo sold me on. In my opinion, had I not been persistent I would have been stuck with a much higher monthly rate for my family account with 4 cell phone lines. My exorbitant first month's cell phone bill is now reduced to what I agreed to when I moved from Koodo and Public mobile services to Telus.
I will not get my lost time. I was not offered any consolation for the induced stress. This is not a good customer experience. I am surprised that Telus does not have executive level oversight to maintain a high rate of customer satisfaction. There has to be accountability for misleading sales practices to sign-on new customers and then lock them into higher rates.
Thank you for listening.
- TELUS_Support
Thanks for following up on this issue and yes, we will send your feedback to the proper team. In a perfect world the deal offered should be 100% valid and your first bill should reflect that. Thanks again for your time and have a great day.
