Connection Fee

Revised copy:  

I received the Canada Day promotional offer (valid until July 8th) that included the waiving of the $70 connection fee when shopping mobility online. 

Due to my rural address, and the pending postal strike, the system would not complete my transaction. While travelling on July 4, we popped into a Telus Store. I explained the issue with my rural address and a Telus representative advised that storefronts do not have authorization to waive fees and I would need to contact the Telus call centre to discuss a refund. We proceeded with updating my phone, adding a family member, and signing up for Optik TV. On July 10th, I reached out to Telus via the Telus Expert. I was advised that since the connection fees were not yet charged to my account (August 1 billing date) that they would flag the account for review and verify the eligibility. 

I reached out to customer service August 7 to confirm the review. I was informed that the Telus Store CSR notes indicated that he advised the connection fees were not refundable so they could not refund the charges. Instead, I needed to go back to the store (over a 2hr drive) and have the CSR revise his note. The Telus CSR stated that she would email me instructions of what needed to be done to have the charges reviewed. 

It is unfathomable that there is no one at Telus with the authorization to refund the charges. I do not understand why it is my responsibility to rectify the situation by travelling to the Telus Store etc. I feel accused of being a liar and trying to defraud them of $140. 

Our current monthly charges with the home phone, wifi, 4 mobility phones, and Optik TV exceeds $600. At the very least, I should have been advised of this when I first reached out on July 10th, and I would have had the option to cancel my contracts.