New fee for calling Telus Agent

[eireen]

Phoned into the Retention Dept to see if they would match a Telus plan I received from PC Mobility.  It was not offered on any Self Serve Telus website so I couldn't switch to it myself.  They did match & a bit better but charged $15 for using an Agent.  Not worth sitting on hold for hours to contest but why are these better offers not available through self-serve for  existing customers?

[A-B]

Hello. This is simply to avoid any system/order errors that may occur since the new plans may not be compatible with your actual offers.

[Syaoran]

Then why charge someone $15 if Telus can't get their system sorted in a way that doesn't allow the plan to be added in a way where system and order errors occur?