Quote one price, bill higher price?

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Dad1
Neighbour

I wanted to save on my mixed service, so contacted Telus to bundle TV, phone and Internet.  Took about an hour to set up the service and was repeatedly told what my total bundle price would be.

 

Happy with price and options, so agreed over the phone and had the installation completed.

 

First bill, price is not = to the phone quote.  Called the customer service and escalated to a manager.  Told that that employee could not quote a price lower than what their advertised bundles are. 

 

Sure, but I asked them for the price during the initial call and did not view any pricing over the internet to know, how would I know their pricing is higher than what the employee is telling me.

 

Got the TV with the bundles so I am in the two year agreement, now with a higher price.  They say they can lower my phone package to get the same price as the initial quote, and I may take the reduced service.

 

Issue is, why am I forced to reduce service based on their misrepresentation?  Anyone have experienced the same issue?  Can I return their equipment and get out of the new offer and return to my previous monthly service agreement with no cancellation charges?

 

The only agreement I have is the recorded phone call, anyway that a customer can get a copy of that recording?

 

Good thing is the manager is going to review the phone recording and get back to me, so we don't know what will be the final resolution, just looking for advice before the call back.

Kurtp
Resident

My experience is sadly that the price hikes have only just begun.  Despite no increase in service my latest bill went from 158. a bundled price to 177.48. Each of the bundled services increased by roughly six dollars.  One of the things that really steam me is that I am getting charged for two wireless TV hook-up.  The tech was not able to get a signal through the existing coaxial cable and didn't want to take the time to run a new cable.  He phoned and got permission to do a second wireless hook-up and though Telus removed the charge for this when it first appeared a year ago I noticed that is back on again.  I feel that telus is breaking its contract with me and that I shold be able to walk away from my commitment to them. When things have gone wrong with the services their techs have efficiently walked me through the fix but this billing nonsense is depressing. 

Most Helpful
Community Power User
Community Power User

You don't get to just 'walk away' from a contract. You have to make a reasonable attempt to address the issues you feel are contrary to it. Contact Telus with your information and see if they will correct the amount you dispute.

 

NFtoBC
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Dad1
Neighbour

So, it's been a week and I have been talking with one of the managers.  Surprise, they are not able to review the recorded phone call yet, the recording system is being updated.  The manager did call me on Monday as promised to inform me that they were not yet able to review, no contact since then Jennifer.

 

Has anyone ever been able to get a copy of the phone recording for small claims court actions?

Dad1
Neighbour

Telus could not review the recording, there were technical problems that week.  However, they did resolve the issue in a suitable manner  All good.

Community Power User
Community Power User

Thanks for sharing the resolution of your issue!

 

NFtoBC
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