Forum Discussion
Partial Charges on bill incorrect
I signed up 5 lines with Telus Mobility at the Shopping Centre and when I ported over and installed the SIMs I saw the plan and charges were incorrect in MYTELUS. I called into Loyalty the next day and the agent made the fixes.
Today I received my 1st bill and the monthly charges are all correct after all the discounts are applied but the PARTIAL CHARGES seem to be wrong.
After discounts each of my lines comes to $25/month + tax. However, the partial charges for Nov 29 to Dec 6 (8 days) is $18.33 plus tax. Prorated the partial charges should only be about $6.xx per line.
I called in and after explaining the situation the agent said my main plan cost is $70/mo so that is why it's $18.33 prorated. I told him that it doesn't makes sense because my monthly is only $25/mo, so where are my partial discounts? I suggested I could speak to another agent if needed and now I am currently on a very long hold that doesn't seem to be going anywhere. Am I wrong on the partial prorated partial charges? How can Telus charge 73% of a full month for only about 26% of the days. I didn't request a plan change, it was a setup mistake on Telus' part from the start.
Can anybody from online support please assist as I'm about to hang up on the hold as the agent said I was being passed right over to another agent but it's been a long hold.
Thank You
9 Replies
On my first bill I see they did set me up for a $70 plan but minus a bunch of discounts it comes to $25.
However, they did charge me $18.33 for each line for the Partial Charge (essentially 1 week).
All of this for each of the 5 lines, so everything 5X.
So while yes, it's looks like $70 minus discounts, the $18.33 can't be right as in the end it's still $18.33 for 1 week vs $25 for a whole month. The issue must be they see me as originallly subscribing to a $70 plan for that week but I never agreed to a $70 plan. It was always a $25 plan from the start. What the Retentions person did to make the corrections to get me back to the $25 plan I was not aware of. Seems like this is all due to some Telus system limitation.
Yesterday the agent on the phone said she would phone me back today at Noon with whatever she could find out to get it fixed but I never heard back. Very disappointing. I even emphasized that I wanted to hear back today at noon even if she doesn't have a solution yet but no call at all.
Since the agent never called me back at Noon today I called back in. What is amazing is the agent handling my call today said they had no notes indicating I spoke to anyone yesterday. Absolutely amazing how this could happen. In the end this agent applied some Telus Rewards points to offset the partial charges but told me the way Telus works the partial charges are always calculated by prorating the base plan charge, in my case $70/mo which makes no sense to me at all. I even asked, if my base plan were very high with very high discounts then it is possilbe to have 'partial charges' exceed my monthly rate, and he said yes.
I think Telus has this policy all wrong. Seems like a way to squeeze a few one time dollars even if it doesn't make sense. End of issue.
im have real bad experience with TELUS as well. i had signed up with them on 2 years contract back in 2023, which ended recently but initially when i signed up the person from TELUS told me after 2 years devices will be mine and none of my phones are bring it back option meaning all phones will be mine. but now TELUS is asking me to pay over $700 for all those devices which clearly was a mistake or fault from their side. what should i do about this? anyone been in this situation as well in the past?
TELUS_SupportOfficial Support Team
You can check your Service Agreement by going to your My TELUS account and under billing you'll see all of them.
That Service Agreement will show whether or not you signed up for the Bring it Back program. It's likely an agent mistakenly said that you didn't sign up for it
if thats the agent fault then why do i need to suffer and pay for the buyout balances for the devices.
Ended up talking to another rep who checked into it and said they cannot reimburse due to the policy as my rate plan was $70. This is crazy as it was messed up from the start due to Telus not me. So they are looking into it more and will call me back tomorrow.
It’s simple. My phone plan (after discounts) is $25/mo so prorate the partial charge days based on that. Unbelievable that it has to go through so much effort. So far I have spent hours on the phone to fix Telus errors and now I am being asked to accept $60+ for no good reason.
- NFtoBC
Community Power User
It has always been that discounts are applied on full months only. You may get some other benefits offered you to adjust the first period, but discounts/credits apply once the first regular month applies.
- TELUS_Support
Hi LDX - it sounds like what you are receiving is a monthly credit for your account. This means that your plan is $70 per month and you're receiving $45 in credits every month.
This means that partial charges are not affected as you're still being billed $70 for your lines for those extra days but you also received the $45 in credits. I understand where you are coming from but the best way I can answer this issue is by saying that you're receiving credits and not a discount for your services. Next bill you will see the $25 per line + any applicable taxes
