Billing problems

[GForbes1]

So this is a little long but:

I had the talk and messaging 10 plan, as I don;t use my phone a lot. Telus raised the price from $10 a month to $13. OK, whatever. I have it charge my credit card directly for renewal rather than going though account balance.

I just assumed, instead of charging my cc $10+tx, they would start charging $13+tx

Nope. Got this:

"Your talk and messaging 13 was not automatically renewed on Nov 13 due to low balance. Call #123 for more information"

Followed by:

"Your talk and messaging 13 was not automatically renewed and expired on 2999-12-31 due to a credit card error. Call #123 for more information" (Yes that is the actual date in the text).

So I went into my MyTelus account for the first time in 10 years. to see what was going on. CC is still registered, not expired. Auto top up still set up.

I was thinking of going to the talk and text 15 anyway for the unlimited texts. So I went to switch it. Clicked on it, renew every 30 days, from credit card, hit confirm. Wouldn't let me. Said not enough $ in my account.

So I added a $10 top up, to bring my account total to $20, and it let me do it. My acct. balance now says $5.

Why is it doing everything from the acct balance when it is set to CC?

What is going to happen next renewal? Is it going to try and take it out of my acct balance again and cancel it because of insufficient funds? I tried changing the auto top up to $15, but the only options are $10 for 30 days, $25 for 30 days, or $50 for 60 days.

[TELUS_Support]

It does sound like it's set to renew from the balance (at least the behaviour suggests it is) and your balance may not be set to auto-renew from a credit card. Are you able to confirm this when you log into your account?

[GForbes1]

Hi. Thanks for responding.

Like I said, I hadn't gone into my Telus account is 10 years at least. It was a prepaid account and I had set it to auto top up the $10 from I assumed my CC. My CC was charged monthly the $10 ever since. I don't know it it was charging my CC the $10, then putting it in my account balance, then taking it out of there?

When it tried to do the most recent charge of $13 after the increase and didn't find enough $ in my balance, it deactivated the talk an messaging 13 plan but still did a $10 auto top up. So I don't know what it was actually set to.

When I changed the plan to Talk and Text 15 through the My Telus acct, I clicked National Talk and Text 15, it is set to renew every 30 days, then I clicked from credit card. When I went to confirm, it said there wasn't enough $ in my account to complete the change. So i had to do a top up of $10 (so total $20 was in the account) went back to the change plan section, 30 days, auto renew from credit card and re-did it and it went through.

It still has renew by CC checked and my acct balance shows $5.

I turned off auto top up, since there was no option for a $15 auto top up. The next renewal isn't until Dec 14, so I am worried it will try to do it from the balance again and cancel the plan again.

[TELUS_Support]

If you'd like, send us a private message and we can have a look for you. 

[NFtoBC]

Many moons ago when I had a prepaid account, I would top up with $10 monthly, and $25 on necessary occasions. This kept my balance high enough to ensure continued service. Remember, if you top up monthly, the existing balance at month end is carried forward, so you don’t lose it.

[GForbes1]

Sure, but I want it to come directly of my CC so I don't have to worry about topping up the balance. Especially when I now have a $15 a month plan and their is no option to top up with $15.

Doesn't really make sense topping up with $25 a month to pay for a $15 plan.

[TELUS_Support]

We responded to your private message. 

[GForbes1]

And it won't let me respond. Says I've reached my pm limit.

Followed link, put in user and password. Got a message saying it was successful, return to social channel to imput info you need.

Then it switched to unable to verify. clicked link again and showing success again.

I have been having trouble signing into my account all morning. first i says no account linked. then I get in, hit overview, manage, and a message comes up I'm not authorized to see it.

I changed my password and email, still won't let me in.,

[GForbes1]

I was able to respond to the PM.