Forum Discussion
Billing Discrepancies and Unsatisfactory Support Experience
I spoke with a representative who claimed to be from the Loyalty department. I called Telus. I'm guessing she was offshore. So I hear a dog barking in the background and I ask her why is there a dog barking in the background and she tells me that she is working from home. This is highly unprofessional for a major telecommunications company. Who wants to hear extraneous sounds like this when conducting business?
Credits started disappearing from my bill and while there were numerous credits with an effective date of February 18, 2025 to February 17, 2026, one of these credits actually disappeared from my bill. The rep had no clue about it and was trying to convince me that the credit expired notwithstanding the fact that all other credits with the same dates were still on the current bill. It amazes me that these people are allowed to work from home, obviously with no support and such a lack of knowledge.
So she gave me a price which was triple what I was paying and then changed it to double to what I was paying on my monthly bill.
Does Telus really expect someone to pay double what they were previously paying on their bill for home services?
I asked her what was the procedure for returning the equipment and again, she had no clue and said that information is provided if I give her a cancellation date.
I guess my question is to know if there is any way of reaching out to get someone competent and knowledgeable with whom to discuss this. I would have just cancelled then and there but I need to arrange replacement services first and somehow I am hoping that this individual is not a reflection of Telus' service standards.
Is there any way to get a local manager to call me?
8 Replies
I don't know what's going on. Unfortunately, the offshore reps don't seem know either. I am almost at the end of my current two year agreement which has been renewed for many successive years. Can anyone explain why my bill at some point has been adjusted to include promotional discounts expiring on different dates?
My shock was this month with a $30 increase on my current bill when my two year current agreement only expires in March. I have to analyze my own bills to try and figure out what went wrong because the reps can't seem to help with billing issues. So I went back to 2024 to check my bills shortly after renewal and sure enough, my discounts went all the way to March 2026. Flash forward and now my bills are showing different promotional expiry dates and it looks like I am going to have another whopping increase on my next bill owing to promotional discount expiry dates which have been unknowingly changed yet still before the official renewal date in March.
I would just like to know how to contact someone with a basic competency level to understand the situation. It is so frustrating to wait on hold and then get someone on the line with poor English and trying to get them to understand and acknowledge the problem, let alone trying to fix it.
HELP!
If you have a contract in front of you that states March 2026 before discounts expire then keep on them to reinstate discounts. Further, for you and others begin renewal discussions a month before expiry. Your current contract will have small print explaining that all discounts end at the end of the contract, at which time unless negotiated will expire and you will pay the undiscounted amount plus any increase of the base.
Unfortunately, others, myself included have had an unexplained discount ending sooner than contract end date, which is reversable once you get someone at the other end who is salaried and not on commission.
Thanks for your response. Based on your response, I called again and spoke with a rep who really knew his stuff. He adjusted my current bill but when I brought up the point about the fact that my next bill would be affected as well (the last bill before my agreement expires), he said that I would have to call back and request another credit. I asked him to leave notes so that I don't have to go into a detailed explanation. I'll have to call next month again to also renew my agreement but I am looking possibly to cancel all my services (home phone, TV, internet and security) because they expect me to pay triple or double my current rate. I previously cancelled my longstanding mobility account because I refused to play the "winback" game.
By the way, it seems that my promotional discount dates were changed (unbeknownst to me) because at one point a technician had the great idea to cancel my TV services and reinstate them in an attempt to fix a problem (one of many solutions attempted) but this did not fix the problem which still persists today but, of course, they did not apply the correct promotional discount dates when they reinstated the service which was almost immediate.
El-EricCommunity Manager
Hey starchoice we've responded to your private message. We do have agents who work from home but we don't have control over animals who may live in the house or nearby. We'll do our best to help sort this out as soon as possible
Wow, back in the day, this would have been unacceptable. No, you don't have control over animals who may live in the house or nearby but your employees certainly do. You would think that part of the requirement for working from home (which is another matter altogether) would be to provide a quiet environment free from noise and distraction, specifically when the job involves concentration and interaction with the public.
Your private message has been responded to so I am just waiting to hear from someone.
