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 ...
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.
