Dear Telus Customer Support,
I am filing a formal complaint regarding an unjustified $175 charge for "Diagnostic/Repair Service" on my latest bill.
1. The equipment belongs to Telus: All equipment, including the modem, cables, connectors, and other components, was installed by your company when my internet service was set up. This is not my personal property, and I have not made any modifications to it.
2. Telus technician performed the repair: A Telus technician recently came to fix internet issues that were not caused by me. Now, I see a charge for the repair, even though the problem was related to Telus-provided equipment.
3. Unjustified accusation: I was told that the technician’s report states that the repair involved equipment that does not belong to Telus. However, this is not true, as all components were installed by your company.
I request the following:
Immediate removal of the $175 charge, as the repair was not my responsibility.
A copy of the official service report, including the date, time, and reason for the charge.
Clarification on why this charge was applied, given that the equipment belongs to Telus.
If this issue is not resolved promptly, I will have no choice but to escalate the matter by filing complaints with CCTS (Commission for Complaints for Telecom-Television Services), CRTC (Canadian Radio-television and Telecommunications Commission), and other regulatory authorities.
I expect a prompt response to this matter.
Best regards,
Ivanna
(removed personal info)
