Logged into MyTelus having received an email that the bill was ready. Being a new customer I was anxious to review the bill even though I’m set up on pre-authorized payment. There were a few issues which, when I called in, were quickly corrected & the amount owed was down to $284.14. About a week later, I logged in to PAY the bill (*early) & to my shock, the owed amount now reflected $1,284.14. For some reason, $1,000 had been added to my balance with no explanation or notification. Called c/s, waited 31mins to speak to someone who was not helpful & seemed baffled. They transferred me to the dept that makes payment arrangements for some reason. Wrong dept but the rep there was kind enough to review the account & confirmed an error was made but did not have the mechanism to issue credits, so transferred me to a 3rd person who after 2hrs:47mins accepted the issue was in-error & that I would get a call back in 48hrs confirming the credit being applied. That whole back/forth took a total of 4hrs:09mins in the middle of a work day. Of course 48hrs came/went, no call, no credit. Finally after 5 days a call, but with no resolution. Asked to wait “another couple of days”. I have since paid the $284.14 leaving the $1,000 on the acct. Now worried b/c my bill is due in 3 days! I can afford to pay the $1,000 to keep my account in good standing, but why should I have to? Read through other similar threads seeking guidance only to learn, apparently this issue is NOT unique to me. Several other Telus users have experienced the same thing, sometimes taking WEEKS to get resolutions in some cases. Being new to Telus, this is NOT a good start… Can they just add 100s of dollars to an account w/o explanation or notice & make it next to impossible to get the matter resolved? My credit card will be charged in TWO days & there appears to be nothing happening & nothing I can do about it.
