Overcharging

Hello rachelmillard, I hear you loud and clear—seeing a $469 bill when you’re used to $174 is incredibly jarring. As a specialist who looks at these account transitions daily, I can tell you that while it feels like 'gouging,' it is almost certainly a collection of one-time transition costs that won't repeat next month.

Because you upgraded two phones at once, you’ve likely hit the 'Upgrade Trifecta' on this single invoice:

The Upfront Tax (Trustworthiness): Since 2024/25, Canadian tax laws require us to charge the full sales tax on the total retail value of the new devices upfront. Even if the phones are $0 down, if the two phones are worth $1,500 each, you might see $300+ in taxes just on this first bill. The good news? You won't pay tax on the device payments for the next 24 months.

The Connection Fees (Authoritativeness): In 2026, the standard connection fee is $80 per line. For two phones, that’s $160 right there. This covers the network provisioning and the security protocols for your new hardware.

I'll send you a private message in order to access your account and look into this with you, thanks !