Refusing to reimburse for email I never knew exist

[lynnesullivan49]

I had Telus Pure Fibre in my previous residence. In a separate account, I had a cell phone. Telus is claiming I had a Telus email that I never knew existed, and has been billing (through auto payment) for this for at least a year, since the time I moved out of that residence and cancelled what I thought was all of my Telus services. I didn't notice the extra billing until recently, partly because it is a relatively small amount. I have been trying to cancel this email and obtain reimbursement for the past 11 months of billing for a service I didn't know existed. They're saying because I didn't confirm cancellation of this mystery account I didn't know I had, that they won't reimburse the last 11 months of payment. This is ridiculous. How am I supposed to know to cancel a service I didn't know I had?? Multiple customer service staff members have not provided a reasonable outcome for this bizarre situation. Any thoughts? 

[frankw]

I recommend you consider informing the CRTC and warn Telus that is what you will do if they don’t refund.

Let me describe my issue. My brother in another province used Telus for home internet via the old wired connection.  He died in December 2021.  As executor I was clearing out his house in early 2022 and the Telus internet was working for several months, with the Telus bill being automatically paid by my brother’s bank account.  Mail was received from Telus stating they were going to discontinue wired internet service and they wanted to switch customers to fibre.  I called them and told them my brother had passed away, and I wanted them to proceed to switch his house to fibre.  They told me only my brother could authorize the fibre, and I could not take over the account.  A few weeks later I noticed the wired internet was dead, I assumed the wired internet in the area was now disconnected permanently, as that was what Telus warned would happen, and I assumed Telus cancelled my brother’s account as they were told he was dead.

In January 2023 I noticed Telus was still billing my brother, who they knew was dead, over $80 monthly.  Not only that, the wired connection had been dead since about May 2022.  So Telus was billing a known deceased person over $80 monthly for non-existent internet service.  I called in to complain and asked for 6 months of refunding, but they would do nothing except to cancel the January 2023 payment.  I regret not complaining to the CRTC about this atrocious situation, I was burdened with too many time-consuming estate issues at the time.

Really Telus customer service was unacceptable and just a greedy money grab.  They seem to have a policy of never refunding customers.  The representative was zealous in denying my brothers estate any refund, I think they must be penalized if they ever do a refund.  Their policies need to change.