Formal Complaint Regarding Billing Error – Request for Refund

[VivienLo]

Dear Customer Service Team / Billing Department,

I am writing to formally lodge a complaint regarding an unreasonable charge on my recent mobile phone bill. On November 30, I subscribed to your Black Friday promotional plan at a discounted monthly rate of $32. However, upon receiving my bill, I noticed a discrepancy in the way my charges were calculated.

According to my bill, my billing cycle runs on the 5th of each month. For the period between November 30 and December 5, I was charged a prorated fee. However, instead of being based on the Black Friday promotional rate of $32, the charge was calculated using the standard monthly rate of $65, resulting in an overcharge of $13 for those six days per number. I find this completely unreasonable and deceptive, as I subscribed to your service specifically because of the Black Friday promotion. The billing cycle date was determined by your company, not by me, and should not impact the promotional pricing that was clearly advertised at the time of my subscription.

Additionally, I activated two phone numbers under this promotion, and both were charged in the same manner, leading to an overcharge of $26 in total. Given that I joined the Black Friday plan from the start, the prorated fee for these six days should have been based on the promotional rate of $32, not the standard rate.

I strongly urge your company to refund the overcharged amount immediately. Furthermore, I request a formal response regarding this issue, as I believe such billing practices mislead customers and should be addressed.

Please look into this matter and provide a resolution at your earliest convenience. I expect a prompt response confirming the refund and any corrective actions your company will take.

Thank you for your attention to this matter. I look forward to your prompt resolution.

Sincerely,
Vivien 

[TELUS_Support · Accepted solution]

Hey @VivienLo - top contact our customer service team, you can deal *611 from your number but we can try to help on our end.

We'll send you a private message

[MrsFinch]

I have had a situation with telus. I wanted a prepaid account that was not what the man put my phone as he placed it on a yearly plan and I used my phone 1 time and got a 300$ bill I called Telus refuses to fix the problem the gentle man who set up the phone also had it in the wrong name after spelling my name for 10 minutes letter by letter I called to realize situation they told me it was explained to me what I was signing up for and I said it was suppose to be a pay as you go monthly fee with top up card of 45$  I clearly stated this numerous times and the gentlemen STILL put me on a yearly plan on hod knows what plan. And now that yous have emailed my account and realized the last name was spelt wrong like I had disclosed in earlier conversations you decide to change the name to the proper name and expect me to pay for something I didn't ask for nor did I want. Yous are now trying to take me to court to garnish my wages etc etc all I have to say is I have every email and I will be providing all emails as yous have not wanted to reslove this the appropriate way when I called in and I don't feel I should pay for someone else's mistake especially since it was the flaw of your employee NOT me.

[TELUS_Support]

Hi there, we will send you a private message.