Forum Discussion
Stop nickel and diming customers every step of the way.
I just signed up for Telus mobility on a bring your own device plan and received my first bill, more than three times higher than my monthly amount! Surely must be a mistake right? Nope.
I was charged $15 sim card fee, which I did know was coming prior to the bill, however the fact that the sim card fee remains no matter if you choose a physical sim card or an e-sim is funny to me, but I opted for the physical sim anyway. I was charged $15 'partial charges' for the week in which the sim card was shipped to me, even though I couldn't use the services even if I wanted to. I was also charged the partial monthly cost of my services, which makes sense. What doesn't make sense is why the prorated monthly charge did not include accompanying prorated discounts applied to my monthly bill, totaling $17.50 for the month, or what should have been prorated to $14. Then, the $15 discount for being an existing home services account holder was not applied, and when I called in and asked about it the rep said I must have misunderstood the discount because he is not aware of that promotion, even though I can see it applied on my order confirmation and is still present on the Telus Mobility website home page.
When using the channels to try to get answers to my questions, while the reps were all very nice and polite, they were unfortunately entirely unhelpful. The live chat took days for a rep to respond, and never followed up up after their initial message. When calling in I spent over 3 hours on the phone, passed between departments, on hold, and waiting for answers. The best I could manage was 'your bill is correct', while they acknowledged that it may 'feel unfair'.
So after all of this, between my wife and my accounts I have been overcharged $110 in my opinion, spent probably 4 hours of my time trying to resolve my questions and have zero resolutions. I am tired of mobile services providing poor customer service, squeezing every dollar out of customers at every chance, and frankly misleading or misrepresenting their discounts, fees, and offers.
4 Replies
- C_Fun
Community Manager
Hi there, thank you for taking the time to share this experience with us. We’re very sorry for the frustration and confusion with your first bill. There are some one-time and prorated charges on your first invoice, but all ongoing monthly discounts and promotions should absolutely be reflected as expected. Since you’ve mentioned the $15 home services discount and the prorated offer not being applied, we’d like to review your account in detail to ensure everything is correct. Please send TELUS_Support a private message with your account number and contact details so we can investigate further.
Are there other charges you haven't mentioned that goes to the $110 you feel you were overcharged? Setting aside the partial charges due to the billing period adjustment I only see the $15 bundling discount.
The overcharges/unfair charges were:
- 15$ partial charges for the time while the sim card ws being shipped. I cant use the service, had to pay for other phone service, so I think its unfair to pay for that time.
- The discounts I qualified were not applied to the first prorated month of service, which should have totaled $14.
- The home service discount was not applied for the first month of prorated service, or the next month of service which was included on the bill, $15 each month.
So the total for my account alone was $59.My wife also has an account which we signed up for experienced similar charges, bringing the total to $110.
Sorry, I missed the part in your OP about 2 accounts. Be sure to send both account numbers to TELUS_Support and hopefully they can sort it out for you.
