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Loyalty credit errors
Started in May asking if I could get an expired loyalty credit re-instated and have had to call in each month until October because it didn't happen correctly. Each month Telus would charge for cancelling a plan and starting a new one in the middle of a bill period with partial charges for a plan without any discounts. My bill never use to vary and was always $108.75. After calling in May it was monthly $116.65, $132.47,$133.45, & $124.00 all resulting from trying to correct the credit. My contracts will expire June 13 2026. It obviously doesn't pay to call in early to renew as it results in these partial charges without discounts. Does anyone know if you have to call in the day your plan expires or should it be on your billing date the month before? (Assuming I want to continue with telus)
We’re sorry to hear about the ongoing billing issues you’ve been dealing with. When renewing or adjusting a plan, timing can affect billing if the change happens mid-cycle, but you should still receive the correct discounts once everything is properly set up. You don’t need to wait until the exact day your contract expires. However, renewals typically work best when done close to your billing date or when discounts can be added at the start of a new bill cycle to avoid partial charges.
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TELUS_SupportOfficial Support Team
We’re sorry to hear about the ongoing billing issues you’ve been dealing with. When renewing or adjusting a plan, timing can affect billing if the change happens mid-cycle, but you should still receive the correct discounts once everything is properly set up. You don’t need to wait until the exact day your contract expires. However, renewals typically work best when done close to your billing date or when discounts can be added at the start of a new bill cycle to avoid partial charges.
