I am hoping you can help me resolve a nearly $700 billing dispute with Telus . Here is the situation.
I have two houses; one is my primary residence and the other I rent as a BnB. I had separate accounts with Telus for each property. For my primary residence I had a land line, cablevision and internet; for the BnB I had cablevision, internet, and later
The problems began in 2022, when I repeatedly got incorrect bills - bills that were more than what they were supposed to be. For some six months I had to continually call Telus, be put on hold for sometimes 45 minutes or longer, and then speak to someone in a global call centre. Each time I would call the agent would agree there was an error and assure me it would be corrected on the next bill - but the errors continued.
One agent gave me the number for Telus’ “loyalty line”. When I called on December 23, 2022, the Telus representative (Juan from Guatamala) sympathized with my predicament, promised to fix my billing for once and for all, and offered me a free security camera for my BnB as a good will gesture for Telus’ errors. I said no at first, but relented when he said I should take the offer as it was free. At no time did I agree to a contract, sign a contract, or discuss a contract as the security camera was supposed to be free. The camera was sent in the mail and I installed it myself.
Unfortunately, the incorrect billing again came up in November of 2023. Telus started to bill $15 a month for the security camera, and when I called about it they said they would reduce it to $5 a month. When I protested that the camera was supposed to be free, they said the camera price were “under contract”. However, as mentioned earlier, at no time did Telus discuss a contract with me, and I never signed a contract either verbally or in writing.
In frustration, I told Telus to cancel my services as of March 22, 2024.. They responded by giving me a bill for almost $700 for my BnB account: $560 for “alarm cancellation fee - but I have never had an alarm system from Telus, just a camera (which did not record sound and was not connected to an alarm centre) which was supposed to be free; $60 for TV Service agreement Fee and $60 for HS Service Agreement Fee - fees for which I had never agreed. Interestingly, I was charged no cancellation fees for my primary residence account.
I am really hoping you can help me resolve this dispute with Telus.
Thank you,
Frank
