Dear Telus Customer Service,
I am writing to express my dissatisfaction with my recent billing experience and the handling of my concern by your customer service team. Today, I received an email notifying me that my home services bill was ready, with an outstanding balance of $222.80. This amount was significantly higher than my usual monthly payment of $95.20. Upon reviewing my payment history, I noticed that my last payment was made on October 20, 2024, for the regular amount of $95.20.However, I was surprised to find two unauthorized charges of $47.77 each, withdrawn from my bank account on October 22 and October 31, 2024. I did not consent to these additional charges, and there was no prior notification from Telus regarding any changes to my billing.
Concerned about this discrepancy, I promptly contacted Telus customer service. The agent I spoke with had a very strong accent, making communication difficult. Despite this, I was eventually informed that my service contract had ended on October 22, and as a result, I was no longer receiving the discount that had previously kept my bill at $95.20. Consequently, my internet bill had increased to $142.97.
At no point did I receive any notification from Telus, either via email or phone call, informing me that my contract was ending and that my rate would be changing. This lack of communication is unacceptable, especially given my long-standing history as a loyal customer who has consistently paid on time.
I requested that the agent resolve this issue by adjusting the bill to reflect the previous monthly rate of $95.20 and refunding the unauthorized charges. Unfortunately, the agent was unhelpful and insisted that I must pay the outstanding balance of $222.80 without addressing the fact that I had already made my regular payment of $95.20 last month, unaware of any change in the billing rate.
As a customer who has been with Telus for over a decade and has always paid bills promptly, I expect better service and transparency. I am requesting that you immediately:
- Adjust my current bill to reflect the previous monthly rate of $95.20.
- Refund the unauthorized charges of $47.77 made on October 22 and October 31, 2024.
- Provide a clear explanation of why I was not notified about the contract ending and subsequent rate change.
I hope this issue can be resolved promptly. Otherwise, I will be considering alternative service providers who can offer more transparent and reliable customer support.
Thank you for your attention to this matter.
