Unfair $200 service charge

I was a long-time Telus customer but left four years ago because the service kept getting worse. I recently decided to give them another chance and signed up for home security. Three months in, I’m already regretting it.

My front door sensor showed an issue on the panel, so I called support. After several repeated reset attempts, the agent decided the sensor was faulty and sent a replacement. When the new one arrived, another agent still couldn’t fix the problem and said I needed a technician. She also warned I might be charged $200 if it was “my fault.”Since Telus installed everything and I hadn’t touched anything, I agreed. A security system that doesn’t work is useless.

The technician spent almost two hours here. He couldn’t get either the original or replacement sensor to connect at first. When he finally got it working, he told me there’s a known issue where the sensor can take a long time to communicate with the panel, and that phone support isn’t aware of it. He also warned me that even though the issue wasn’t my fault, Telus would still charge me the $200 and I’d have to fight to get it refunded.Sure enough, my next bill shows a $200 service charge for a problem caused by Telus equipment, Telus installation, and Telus support.

Dear Telus, why? Why are customers being billed for issues your own technician confirms aren’t their responsibility? Why should customers gamble on fees just to get a system they’re already paying for to function?Three months into service and I’m being charged for equipment failure. This is not how you win customers back.