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BGraves87
Friendly Neighbour
Joined 2 years ago
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Billing and Plan Issues
I’ve recently had multiple issues with Telus regarding my home internet/piktv. Over two weeks ago I accepted a loyalty plan with Telus as my two year promotional plan for home internet/piktv was due to expire at the start of December 2024. The first issue was that the agent who sold me the plan did not put in for a cancellation of my initial contract. I had a bad feeling that she had rushed me through so I phoned back within the week to verify the changes and was told nothing was cancelled and instead I would have two internet plans at the same house. The agent I spoke to this time assured me he rectified the issue and that my new plan would start without issue as my old plan expired; this took over an hour on the phone during which time he had to report the previous agent. Fast forward to yesterday and I get an e-mail about my upcoming bill; it’s magically gone from $93 to $170 due to unexplained “additional charges” and presents as “overdue” on the Telus app. So I reach out first to the virtual agent then a phone agent, only to be told by both that I’m on a “month to month” contract now, despite the mytelus app containing what is supposed to be my new service agreement. So I call again today seeking a resolution, only to be placed on hold for 1.25 hours and be told a “supervisor” would call me back within the hour because this agent also only sees my “month to month” contract (then proceeds to try to upsell me on a new contract); it’s now been nearly 2 hours with no call back. At this point I can only figure that the agent I spent that one hour call with did not actually swap my plan correctly, again, and now I’m left with ever-escalating bills and ridiculous call times trying to sort this out. It’s a shame because the technician who came to my house last Sunday was very friendly and deserves to work for a better organization. Please advise on how to proceed.Solved5.5KViews3likes12CommentsRe: Billing and Plan Issues
We are also having work from home issues. An online agent from this forum reportedly “updated” my escalation but I still have yet to hear from someone. Starting to feel like I'll have both Roger’s Shaw home internet and mobile by the end of the week. As a shareholder and human being, I’m very disappointed.5.2KViews1like0CommentsRe: Billing and Plan Issues
I was told yesterday that I’d receive a call back in 24-48 hours, yet again. Im still without internet and have filed a complaint with the CCTS. If there is any way you can actually help vs put in line for another long hold/phone call, that’d be great.5.2KViews2likes1CommentRe: Billing and Plan Issues
Oh and I also found out the initial agent who sold me the plan sold me a plan that existing customers don’t qualify for. This was also not rectified by the agent who I spoke to for a hour a few days later (who said I’d still get the deal) and who sent a technician to my home.5.2KViews2likes3CommentsRe: Billing and Plan Issues
Follow-up: this morning I awoke to being signed up to a new contract for home internet and tv, something I had never discussed with Telus! Then at 4pm, all my home services were cancelled, leaving me with no internet or access to my account on the myTelus app. So I call in, and am told my concern will be, yet again, “escalated.” The saga continues!5.2KViews2likes0Comments