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Unnotified rate increase

adixon
Friendly Neighbour

My bill this month increased without any (visible) notification.

 

I just spent some time trying to contact Telus and it was an incredible waste of my time.

 

What is my best line of complaint here?

18 REPLIES 18

A-B
Community Manager
Community Manager

All customers are notified of any upcoming rate increases in the billing notes of all monthly invoices. If you'd like to speak with our team about your billing, you can reach out via private message to our team over at our Twitter / X or Facebook pages and they can take a look.

adixon
Friendly Neighbour

Actually, that's not true, unless you mean you hid a small notice at the bottom of an invoice.

 

There should be an email notification of the price increase, not a hidden notification buried where no one would reasonably see it.

 

I don't use x/twitter or facebook. Your system should, provide a reasonable way to at least ask a question, rather than a maze of bullwonderful options that are designed to deter any real engagement.

 

Please try using your own system to inquire about the origin of a price increase and tell me you don't end up in a rage.

 

The only public source I could find describing a price increase is this one: https://www.whistleout.ca/CellPhones/News/big-three-price-increases

adixon
Friendly Neighbour

But if you'd like to engage with this topic on social media, please do, here:

https://www.linkedin.com/feed/update/urn:li:activity:7163915785151737856/

A-B
Community Manager
Community Manager

Actually, it is true. We always encourage our customers to read their bills every month. If you don't have any social media accounts, you can reach our teams to discuss at these numbers:

Home Services - 1-888-811-2323

Mobility - 1-866-558-2273

adixon
Friendly Neighbour

As I noted, a price increase hidden in a footnote is not a valid way to alert your customers of a price increase.

 

Encouraging me to read my bill is kind of hilarious.

 

You have sent me multiple emails trying to sell me services I don't want.

 

Also, I tried that phone number, and it asked me to wait for 15 minutes on hold. Of course, no guarantee that there would be a reasonable answer at the other end, except the kind of anodyne scripted answer you are providing here.

 

 

A-B
Community Manager
Community Manager

It would be have to be via one of those two methods (calling in or reaching out via social media) as our team would need to verify the account in order to get access to billing, etc. for customer security purposes.

adixon
Friendly Neighbour

Okay, I'll play at 'reply to the anodyne script answer' a bit longer.

 

1. If I'm asking why my service fee is arbitrarily increased without notice, why do you need to verify my account?

2. If you did feel the need, then I'm there logged into my mytelus account like a compliant client, so I'm already "verified". The technology is there for you to accept a simple email to your team with all the details. Instead, I'm routed to a number of automated systems that lose the authentication and try to avoid having a person interact with me.

 

Since you're also playing along, I'm afraid you actually believe what you're saying here.

 

Please do my experiment - log in to your my telus account, imagine your bill just got bumped up arbitrarily and see how it feels. I know right?

A-B
Community Manager
Community Manager

1. We need to verify accounts for a number of reasons, the same as basically any other company that deals with private customer information. We're not going to discuss or talk about anyone's private billing or information with anyone without first verifying that we're talking to the customer in question. This is quite common practice that has been business commonplace for...oh, probably decades now.

 

2. As I mentioned, you've been offered our methods of contact. This includes phone numbers where you can talk with our agents. You can also do that via our social media accounts.

 

We notify all customers of any upcoming billing increases, but unfortunately are unable to force anyone to actually read their bills. We do always however encourage that!

 

Lastly, please feel free to check out our House Rules as there are a number of handy rules we like all of our community users to adhere to.

 

I always believe what I say. Let me know if there's anything else I can do for you! 

samag35
Friendly Neighbour

I also just suffered from a mobility rate increase without being served a proper notice in the mail or via email. I think this is highly unethical and not a good look for Telus. Do better next time. 

A-B
Community Manager
Community Manager

All billing increases are included in the notes of a customer's bill well in advance.

samag35
Friendly Neighbour

Yes I am aware of and I would not say well in advance.  Very unethical, you should be serving a notice via mail, email or text. 

Nighthawk
Community Power User
Community Power User

How is it unethical if you do not actually read the monthly statements then blame the company that sent them? Everyone should be reading every statement/bill they get from ANY company.


If you find a post useful, please give the author a "Like" or mark as an accepted solution if it solves your trouble. 🙂

WOW you deleted my reply so I’m typing it again!

“It is HIGHLY unethical because Telus purposely chose to be quiet about it. FYI Telus in the past HAS communicated rate changes via email so to see this change towards reduced transparency is NOT a good look for the company. Also gas lightning ppl that question unethical conduct is toxic and super unprofessional. If Telus wants to maintain trust with its customers, they need to get better representation in these forums.”

A-B
Community Manager
Community Manager

I will ask you to make yourself very familiar with our Community House Rules especially the section "Be Constructive and Don't Misinform". It says: We're here to listen and to help. Please try to help us focus on what we can do to help you rather than simply taking out your frustrations on us. Making you happy is our goal but we will remove any comments that make false or unsubstantiated allegations.

 

1. There's nothing that is unethical going on, despite what you claim. As was said by another user, we always have notifications in our billing. Always have, always will. Will always have them in advance. As was also stated, I too recommend you actually read your bills so there's no surprises.

 

2. Nobody is gaslighting anyone. See: the section I mentioned in our house rules.

 

3. If you need to vent instead of being constructive or having anything of value to add, feel free to send me a private message and I'll help in any way I can.

samag35
Friendly Neighbour
1. I have an old email from Telus with notification of a rate increase. I’m simply raising awareness on the fact that Telus use to do this and have moved away from doing so. This is objectivity a step towards reduced transparency which is what I’m stating. It is not misinformation when it’s an actual fact and I am happy to produce proof. Stating facts is not venting and/or misinformation. Furthermore, it adds value because this fact was not previously stated on this thread.

2. You were as a matter of fact gaslighting by shifting the blame on the customers for not reading their bill instead of acknowledging that Telus should be more transparent. I’m not the only person on this thread that agrees with this hence the original post by “adixon”.

3. It’s not venting when I am simply stating facts around the matter. Again, If you would like proof of a previous Telus rate increase notification via email, I will happily forward it to you.

Hope you have a great weekend. Discussions like these is what drives our community to be better. I am appreciative of your engagement on this topic.

A-B
Community Manager
Community Manager

I can definitely take this away in terms of feedback. Of course in a utopia we'd send an email, text message, you name it...  while it probably wouldn't be long before there were complaints from people that they felt we were spamming them, I too think more methods would never be a bad thing.

 

I never blamed anyone, but similarly was just stating a fact that notifications were in billing notices. I too wish you a great rest of your weekend as well!

samag35
Friendly Neighbour
I wouldn’t think it would be spamming because Telus actively sends promotional emails. Emails relating to rate changes would undoubtedly be more valuable to the end user, but I appreciate your perspective on the matter.

I will be monitoring this thread periodically to ensure that my replies are not deleted at a later date since I encountered an issue with that already. If they are, I want to let the moderators know that I did keep a record. I am optimistic that I will not have to escalate this issue any further. Thanks again for taking the feedback.

samag35
Friendly Neighbour
“Nighthawk” keeps deleting my replies in an effort to silence my voice! I can’t believe someone like this is representing Telus. So cringe and unethical!