Problems with Billing

[phillipsw]

I just spent over an hour on the phone trying to get my bill paid.  I thought if I put a post here it would be on record somewhere.  Last month I received a bill statement saying my card was declined and I owed money.  I checked and made sure the correct card number was on my account and sent a message requesting them to charge the card.  This month I got another statement saying my account was overdue and I had to pay it.  I went online again and it clearly shows the correct credit card.  So I phoned Telus.  Spent the next hour with one fellow who kept putting me on hold to try and figure out what the problem was.  He kept telling me the credit card was correct so he didn't know what the problem was.  He then transferred me to another person in the billing department.  He said my bill was overdue.  Duh!  I already told him my statement said that.  Then he told me I needed to put a new card down.  I told him my new card already was on the bill.  When he checked he agreed the card was good.  He said he would look into it.  A bit later he comes back and says the bill is paid.  He had no idea why it would keep saying it wasn't.  So basically he told me to ignore the statement saying the bill was overdue and that it really was paid for.  Next month if I get another bill showing my payment is overdue I will be livid.  That will be the third month I will have to deal with Telus.  Meanwhile my bill shows an overdue charge because the bill last month I paid supposedly was not paid even though the Telus rep. says it was.  Will I get another overdue fee next month?

[TELUS_Support]

I'm not too sure what happened there (I've never seen that happen as described) but if it happens again, do post back. I'm hopeful it's been fixed, though.

[Laws1]

Hello,

We are experiencing an identical issue and when I call in for support they do not know how to solve the issue and just keep suggest adding a new credit card. We've been making auto-payments just fine for months with this account and credit card, now all of the sudden since December 2024 it keep declining the auto-payment. We do have two accounts and the other account's payments are processing just fine every month. Nothing has changed with the credit card we are using so I am at a loss to why it is declining the payment on the one account. 

[TELUS_Support]

Hi @Laws1 we can do our best to help. We'll send you a private message