Billing Errors in Home Accounts

[RGould]

I am hoping someone in management reads this. We are customers from back in the BC Tel days and have spent many hours on the phone trying to renew our service agreements. All attempts have ended in frustration and massive bills.

We were quoted our new rates by the Telus agents and told that the service agreements would be emailed to us. Neither have proven to be true, and our rates are more than double from the previous agreements. On one account were quoted $85/month for renewal of the services and that the security was added at no additional cost. We agreed to the $85 plan, but opted out of the security offer (that proved not to be free - we were lied to again). The billing just came in and are being billed over $200 for the month plus additional charges for the security system.

We like the Telus services, but do not know if we can hang on much longer. There is a huge disconnect in your systems and it may cost you this 40+ year customer.

[dru]

I totally get where you're coming from. I'm going to send a private message your way to see if I can steer you in the right direction. Please keep an eye out for it 🙂

[RGould]

No message arrived. Similar to all emails we have been we would receive, including the service agreement documentation, nothing has arrived. We spend another couple of hours on the phone with Telus the other day. The billing may have been cleared up. Time will tell but I am less than optimistic.

[SueS]

Similar scenario here.  40+ year customers. every time we go to renew, the plan/price agreed to on the phone is not what we end up with.  I have spent countless hours over the last few years trying to straighten things out (after first spending hours just trying to get through to someone).  In recent days I have sent 2 messages on the page where you ask for management to contact you (it says they will respond within 1 business day) and they have yet to respond.  Longtime loyal customers shouldn't have to go through this or beg for a good deal.  They're more than willing to offer new customers significant discounts and gifts but not us loyal longtime customers.  So frustrating - like you we like the actual services but it's a nightmare when you have issues and try to get them resolved.

[SueS]

Update - was finally able to connect with a specialist today (Joy, who was an absolute Joy to deal with).  Resolved our issues and offered much better pricing.  It's unfortunate that all the reps can't be that helpful.