Double billed when switching internet from Residential to Business

[YVR-Business]

I had Telus switch my Residential Internet to Business Internet in May 2024.

My business accountant found that Telus was double-billing as, since May 2024, I was being charged for Business internet AND was continuing to be charged for Residential Internet.

In speaking with Telus Residential (escalation manager), Telus Business did not and does not talk with Telus Residential - and so, Residential Internet was NOT stopped.  Telus Residential would NOT refund any past payments (as these were pre-authorized withdrawals).

Learnings: Telus has sub-standard or very poor practice when switching to/from Residential Internet to Business Internet.  It is NOT a seamless process of automatically cancelling the Residential Internet service once the Business Internet is activated.

[TELUS_Support]

Hi @YVR-Business - without opening up the account we can't really give any insight into what happened but we can help with the billing side of things. We'll send you a private message to look into this