Why does TELUS keep billing incorrectly.

[Elochai]

I had to call in last month for the same issue and go through an hour on the phone with monkeys (yes literal monkeys) screaming in the background of the support rep I got, just to get this fixed.

Now once again, my bill came out, I paid it, and just check the site again and TELUS had magically add money owing onto the bill that doesn’t exist. The total due on page 1 vs the total due on page 3 that breaks down all costs is once again different. It off by 1 cent, which is nothing but still why is TELUS continuing to add 1 cent onto each bill after paying the amount owed in full.

[TELUS_Support]

Hello, please feel free to send us a private message and we can discuss the billing further.

[Elochai]

I have contacted support again. Which TELUS needs to do better at. Contacting chat support only to be told after waiting that they can’t do anything with billing and you have to call, makes chat support useless.

Calling and waiting an hour to speak to someone each month for the same issue is a major waste of time as well.

The charge has been removed again this month, with the representative, once again not understanding why the bill is adding on an extra 1 cent when the bill total is correct on page 3 of the bill.

What worst, is that it going to happen again on the next bill because he doesn’t know how to fix the error on the billing system. So I’ll have to call in again to dispute an extra charge being added on that doesn’t exist anywhere on the bill.

[Elochai]

Just keeps getting better with billing incorrectly.

I got my bill for this month and I see partial charges of $0.03 and I don’t know why or even how for a monthly bill. Then I noticed on today when the bill came out, my Rate Plan was removed from my account Oct 26, and then added back at a higher price by $3 extra on Oct 28 (today).

I didn’t authorize any of this, so why is TELUS removing and re-adding my plan ? Why am I getting stuck with partial charges for this, and why are you making changes without asking me ?

[TELUS_Support]

Hey @Elochai - as mentioned before, we can help if you can send us a private message. Thanks!

[Elochai]

Well guess I should update this post as my bill is out.

I had a Rep reach out and look at this issue. Acknowledge it was an issue on there end and had to be looked into. I got a call back a few days later saying he thinks it should be fixed and that he’ll speak to me again after a few days when the bill comes out.

I then got a text message on Nov 3, 2024 saying a Tier 2 tech support has resolved the issue along with a case / ticket number.

Unfortunately, the issue is still happening. My bill is stating on page 3 what I owe, but on page 1 it stating I owe 1 cent more than the total listed on page 3 that outlines all charges. I don’t understand why TELUS keeps adding 1 cent extra to my Bill each month. I won’t have time to call into support this weekend, to wait a half hour and waste 45 mins of my time explaining what’s happening like I been doing each month to be credited back the magic 1 cent charge that TELUS can’t seem to figure out.

[TELUS_Support]

It does usually take a full billing cycle to pass before any changes are reflected. I would suggest giving this to the next cycle to see if it recurs and if so, we'll have another look for you. 

[Elochai]

This has been a full billing cycle!!!!. The error to have been corrected isn’t a bill credit. It was from my understanding a glitch / issue that is generating an extra 1 cent charge more than the quoted bill amount on page 3 of the bill.

This has been going on for months and it’s a total waste of my time to always have to be contacting TELUS to correct this mistake on their end. 

[Elochai]

Well TELUS Tier 2 tech support was supposed to have contacted me on the 3rd of December to see if the glitch that been billing me incorrectly was fixed.

I have not received a call at all, I contacted forum support almost 12 hours ago requesting a call from support and provided the case number. I haven’t even had a reply back to let me know that the request has been submitted.

This is getting ridiculous, every month I get a bill with 2 different amounts owing on it. Then have to call in for TELUS to look at it and go, oh we don’t know why that keeps happening and then reverting the extra amount off the bill.