Unauthorized charges

Hello,

I am contacting you because I got charged $900 more than I expected. My internet plan is $40 and this month I just got the bill of $940. Please see the story below and I have also created a post in Reddit. The person named El-Eric suggested that I also create a post here to have in resolved. 

Day 1: Everything started with an unstable Wi-Fi connection. I phoned Telus, and the CSR said they would try to fix it remotely. They mentioned I might receive a text from their support team confirming it was resolved; if not, they would send a technician the next day to troubleshoot. By the end of Day 1, I never received any text or call—only an email saying a technician would be coming the next day.

Day 2: The technician arrived, and we talked about my unstable Wi-Fi. He suggested it might be due to my old modem. He went back to his work truck, replaced it with the newer Wi-Fi 6E modem, and then left. We never discussed any charges, and he never told me I should expect a bill for the visit or the hardware.

A couple of days later, I was shocked to receive a $672 bill. For what? I was never told I would have to pay for fixing my Wi-Fi, nor was I told there would be any charges for hardware.

Fast forward to a few days ago, I received my actual bill—and the amount was even higher, including a $200 diagnostic fee, bringing the total to around $900. I was never informed about this either. For my ~$40 plan, this is ridiculous.

I then contacted the loyalty department, and the representative there was also shocked. She said she needed 2–4 days for her manager to review the call recordings to confirm that I was never advised about diagnostic or hardware fees. I really hope they call me back soon. I also removed my pre-authorized payment to avoid being automatically charged. If you need more information please let me know. Thanks again for taking this case seriously.