Did you know we been charge extra on our billing with tax?

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Etown
Helpful Neighbour

Hi Everyone

 

Have you check notice the charges on tax is wrong? we been getting charge extra for the past few months! If you haven't you should and let Telus hear your voice.  They told me was system error and should be resolve but they haven't.  You should double check especially if you live in Alberta. 

Etown

canucks4life
Ambassador

Be sure to double check your home services bill guys just noticed tonight my taxes were incorrect for the past two months...chat rep indicated they've had a lot of customers complain about the same issue.

Community Power User
Community Power User

Tax looks fine on my statements and I'm in Alberta. Can you provide more information on what you're seeing?

vishwa
Leader

I am one of those who have been taxed extra.  I don't want to make a big deal of it here but just wanted to confirm that it has happened.  A very nice Telus agent is looking into it.  In my case it started in September and is still ongoing. It is in the 3-4 dollar range extra.  Hopefully, it will be resolved soon. 

Darlene1
Connector

I am charged over 20.00 tax on my 160.00 bill. How can I tell if I being taxed correctly. I live in BC and do not understand tax calculation

Community Power User
Community Power User

You can download and review your bill in 'My Account' and check all the details. However, on a home services bill of $160, 5% GST  and 7% PST should equal $19.70, so it looks like appropriate amounts.

 

NFtoBC
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canucks4life
Ambassador

Indeed there is definitely a billing issue affecting some clients...I'm on standalone Internet and taxes were incorrect last two bills Oct/Nov.

 

https://forum.telus.com/t5/My-Home-Account/Incorrect-Taxes-calculation-billing-issue/td-p/78723

Etown
Helpful Neighbour
Spoiler
 

For example my bill is $132 I got charge over 8 dollars! 

Etown
Helpful Neighbour

Taxes should be charge base on the final total correct ? Discount should apply to the total first then tax! 

Victoria_Mike
Resident

I'm A BC customer and I spent the better part of the day reviewing 18 months of Telus bills.  I found two problems with the Telus charges related to tax charges for GST (5%) and PST (7%).   

 

First, the bills do not indicate which Telus services that Telus has charged 5% GST for, and which Telus services it charged 12% GST/PST.   There are a lot of service charges but the GST and PST charges are presented only as totals for the bill as a whole.  Further, figuring out what the charges required a careful review of info on prior bills.  What I realized is that most of my Telus bills differentiate tax rates for internet services without providing an itemized breakdown for those services on the bill.   That is, the premium fee I paid to have unlimited internet was not itemized, but I was able to see that Telus charged 5% GST for the unlimited internet (and 12% GST/PST for the internet service) without presenting that information in the bill itself.   By paying attention to the details, you can see how changes in discounts by a few dollars changes the underlying/ charges for unlimited internet (i.e. they are not itemized).  As  I said, it took a LONG time to figure that out and was really frustrating.  It makes understanding Telus charges practically impossible.  Not everybody has an accounting need to get the taxes right on TV charges vs. internet charges, but the Telus bills get an F in my books for providing a bill that makes it clear what we are paying for and how the charges and taxes are calculated.  

 

If you have spent time trying to understand your bill, have you been able to understand what you needed?   

 

The second problem, which I was amazed to discover, is that Telus charged more than 5% for GST on bills the company sent me in October 2017 and November 2017.   In October, total Telus charges were $72.43.  The GST should have been $3.62 but I was charged $4.31.  That's an overcharge of $0.69 for federal GST (by 19%).  In November, total Telus charges were $98.00 so GST should have been $4.90.  Telus charged $5.40.  Thats an overcharge of $0.50 (and 10%).   The inconsistency in the overcharges is very curious.  It may indicate a problem that is greater than a single line item (or underlying line item).  The amounts are not a lot of money for any one person, but after I came to the Telus forum, I discovered a number of comments about tax problems since October.  I did not see an indication of an official response by Telus (other than a second-hand report of a customer support person acknowledging the problem).  At this point, there is no explanation or fix that I can see.  

 

I'm going to wait until the next Telus bill to see whether the company stops charging me more than 5% for GST.  I'd rather not spend more time on this problem and just hope folks at Telus sort things out in short order.   

Etown
Helpful Neighbour

I hope there is more of us looking into this, and then maybe telus will resolve this matter ! this is a tax fraud and affecting customers across canada!

Etown
Helpful Neighbour

did they give you a reasonable answer and resolve your situation ?

Etown
Helpful Neighbour

The phone wait with telus is ridiculous long everytime anyone call! Not sure why their customer service is so bad.  Did they resolve your matter or they're looking into it.  I wish they could sent a explanation in advance knowing there is issue with their system of charging taxes.  

canucks4life
Ambassador

In my case chat rep said they're looking into it and gave me a goodwill credit for taxes charged on Nov bill however the issue has been going on for a few months now from what I can tell...hopefully come Dec bill it will be resolved.

vishwa
Leader

Fraud is a very strong word for this.  It is some kind of accounting software glitch.  The rep I talked to consulted a few people and they admitted it was a mistake and they are looking into it.  

Etown
Helpful Neighbour
looking into it! how long ? did they give you a date and time when they resolve ! it already happening to few months!
TMc
Neighbour

I have also had incorrect bills the last two months. As far as I can understand, GST used to be calculated on the post-discount amount but now it is being calculated on the pre-discount amount. Did the chat rep rectify the situation? I was told that the new calculation was correct...

TMc
Neighbour

As an Alberta customer, my bills are much easier to decipher as the only tax should be 5% GST. Up until October, I was charged 5% GST on a $40 post-discount bill ($2). However, I recently changed plans and now my post-discount bill is $46, but I'm charged $3.55 GST, which is 5% of the non-discounted price of $71. It is my understanding, according to this CRA bulletin - https://www.canada.ca/content/dam/cra-arc/migration/cra-arc/E/pub/gp/rc4022/rc4022-17e.pdf, - that GST must be calculated on the post-discount amount. When I brought the issue to a Chat rep, they told me a specialist would look into it and get back to me within 5 business days. They never did. When I searched the Telus website to escalate the issue, I ironically found a channel to do just that - https://www.telus.com/order/contact-us/en/escalates.jsp. Apparently, they must have a lot of unresolved issues to resolve. I was pleasantly surprised by the opportunity to get my issue resolved and wrote an email. That same day, I received a reply requesting I call in to have my issue addressed (oh Telus, how you love to play games...). I waited a few more weeks without anyone calling so I tried Chat once more. I explained the situation all over again and the Rep consulted with her support team. She argued that GST had been incorrectly calculated on my previous bills and that when I changed plans, their system somehow reset and the new method of calculating GST, based on the pre-discounted price, was correct. She offered me a $10 credit for the hassle, which I accepted. I maintain that I'm being overcharged GST and from the looks of these forums. I'm not the only one...

TMc
Neighbour

I have had the same problem and was told that before I switched plans a couple months ago, GST was incorrectly charged on the post-discount rate, that my change had triggered a reset in their system, and now GST was correctly charged on the pre-discount rate. I disagree, and it looks like CRA does as well -  https://www.canada.ca/content/dam/cra-arc/migration/cra-arc/E/pub/gp/rc4022/rc4022-17e.pdf, but from the conversations I had, Telus maintains they are correct and will not be looking into it any further...