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 ...
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.
TELUS_SupportOfficial Support Team
Glad to hear you were able to reach an agent and have the billing adjusted; appreciate your patience with that. You also mentioned an issue with your service that persists...what would that be?
Yea, it's okay for now except that even though this is Telus' fault, the onus is on me to call again to get next month's billing adjusted and hopefully able to deal with a half-knowledgeable rep which is always hit or miss.
The issue with the TV service is the buffering problem which has been brought up in prior posts with one example being here: TV Buffering and then Freezes on Restart Show or Resume | TELUS Neighbourhood and I got exasperated with the number of technician visits and their inability to fix the problem. There is a similar issue with CraveTV accessed through Telus Optik TV. The issue persists with Crave TV on demand or anytime it is not watched in live mode where it just stops playing. My sense is that these are related issues.
The many "solutions" included replacing equipment but it has all been guesswork and none of it has been successful. What I find more disturbing is that Telus does not appear to be very interested in the fact that one of their "features" does not work properly.
So this all culminated in my current problem when one of the technicians decided it would be wise to CANCEL the TV service and then reinstate it. This, of course, also did not work except to wreak havoc with my billing and promotional discounts which I had no way of knowing would be affected until I got hit with a massive increase in my bill.
So this brings us to today where the TV problems were never fixed, still persist and now I have to make repeated calls to get an adjusted billing. Given that I am approaching the end of my current two year agreement, Telus wants to double to triple what I am paying for my home services.
