Billing

[ShuaiYe]

Hi, I'm a business mobility plan user with 4 lines (BYOD which is not a 2 year contract, no penalty if I leave) since Nov 2022. Last year in Nov 2023, I signed up a new contract with Telus business plan for 4 lines($100 per month each) with activation fee for $60 each line (with a free Google Pixel 7 128GB for each line) and a business wifi device ($15 monthly and it's a router) for in total of $415 plus tax per month, and the promotions I got with this plan were Multi-unit discount for 4 units for 24 months at $80 discount/credit, Cross-sell Discount for qty at 4 for 24 months at $80 discount/credit, 20% Promotional discount for 24 months at $68, and Active Credit Discount for 24 months at $52 but only $35.4 was applied. All discounts/credits combine at $280, which will low my monthly bill to $135 per month (this price include 4 lines and wifi device) plus tax, but when I see my first month bill there were only 3 lines activated and I ask Telus what happened, they replied there were something wrong with the system so only 3 lines were processed and they would fix it for me, but they didn't. On second bill, the 1 line which was not processed in the first month was processed successfully, however, I did not received full credit/discount, and also on Dec 14 2023, one technician install my business WIFI device for me, however, after a month when I saw my bill, the cross-sell discount was not applied to my account, since then this cross-sell discount was never applied to my account until today. I did not know this business WIFI device would be charged separately because the contract I signed up for did not mention it would be two different bills, so I did not pay for the device since Dec 2023 and no one from Telus ever call me to ask why I didn't pay or why there were so much delay, the wifi device bill has been accumulate to $257 with late fee included, and this $257 bill never showed up in my Telus App, which is ridiculous. In Nov 2024, I got my bill for my cellphone, and I found out Active Credit Discount was removed from my discount so I called again at 611, and it was a robot reply and said since I'm a business customer, I have to report the error via message which it might take 3-5 business day. I send a message on Dec 2 2024 to ask what happened, and I got a reply on Dec 15 which is Sunday saying they did a internal audit so they removed it, they never give me a headup or notice about this. I messaged Telus again about it on Monday Dec 16 and they finally called me today Dec 17 for more than 2 hours, I asked the agent, first, why I didn't get my Cross-Sell discount since the very begining, Telus said they would fix it but never did, and second why was my Active Credit Discount removed from my account without any notice. The agent avoid to give me an answer on my Cross-sell discount, but he told me my Active Credit Discount was expired on Nov 2023, which is only 12 months, but my new contract was 24 months as I mentioned, he explained that this Active Credit Discount was started on Nov 2022 since the day I became a Telus customer, and again, no one from Telus ever told me this Active Credit Discount would only last another 12 months even I sign new contract in Nov 2023, I believed I was tricked by the Telus, the agent said there is nothing he could do to give me any other kind of discount since he doesn't have enough authority to do so, I was tranfered to a manager of his after 25 minutes wait, the lady manager explained that I should contact Telus since the issue happened last year, and I told her I did, but Telus never correct any mistakes and I asked her nicely if there was any compensation or credit she could give me like my missing $80 discount times 12 months and diffences of Active Credit Discount at $52-$35.4=$16.6 time 12 months, in total of $1159.2 plus tax as it is in the contract, BUT she refused, and told me nothing she can do since the contract is NO LONGER VAILD, that confuses me very much, I asked her if Telus does NOT honour their contract? if so, why would I sign a contract, if the contract is no longer vaild, can I leave? she answered, yes, but I have to pay for the device for remain value at $330 something plus tax, she also offered me a similar plan at $50 per line with $5 discount if I set up a pre authorized payment, in total of $180 plus tax to replace the plan in contract. All I asked is to give me discount back to my account as in contract, give me credit for what I overpaid and respect the contract for the remaining months, however, Telus can't do any of this, which I found it is unacceptable. I'm willing to complain to CCTS and preserve my rights to post any concerns to social media, and I also consult with my lawyer to solve the issue in legal ways. If there is anyone from Telus managment, please help, I would appreciate. thanks

[TELUS_Support]

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