A B.C. man says he’s frustrated after Telus failed to honour a deal he was promised for his home phone, internet, and TV service.
Tony Brown told Global News’ Consumer Matters that a Telus rep visited his home in January offering to lower his bill from about $350 to $188 a month, plus two free months. But when his February bill arrived, Brown said it was over $400, not the deal he had agreed to.
Brown said he refused to pay and tried to get help, but was left on hold for hours. Telus said a manager would call him back, but no one ever did. The situation got worse when Brown received a disconnection notice, saying his account would be cut off if he didn’t pay his bill.
After Consumer Matters contacted Telus, Brown said the issue was resolved almost immediately. “You stepped in and boom fixed overnight. It was like wow,” Brown said.
Telus told Consumer Matters the issue was an isolated mistake by an agent at a third-party dealer who applied the wrong promotional offer.
“Our investigation determined this was an isolated incident involving an agent at a third-party dealer who mistakenly applied an incorrect promotional offer to Mr. Brown’s account which then did not align to our billing,” said Telus.
“We are working closely with our third-party dealers to provide further coaching to their agents to improve based on this example and prevent a situation like this from happening again. As Mr. Brown is a valued and loyal customer, we are honouring the original promotional offer and have contacted him directly to resolve this matter to his satisfaction,” added the telecom.
The Public Interest Advocacy Centre (PIAC) said billing complaints are common with telecom companies. It encourages customers to contact the Commission for Complaints for Telecom-Television Services (CCTS) if they can’t resolve issues with their provider. The latest mid-year CCTS report said Telus saw the most complaints in Canada.
Brown said he’s glad the problem is solved but hopes Telus improves customer service, adding they need to have someone people can actually reach when issues arise.
Last month, Global News’ Consumer Matters also shared a story about a senior dealing with Telus billing issues. It seems that has started a trend with people reaching out to the media to solve their billing problems.
Want to see more of our stories on Google?
P.S. Want to keep this site truly independent? Support us by buying us a beer, treating us to a coffee, or shopping through Amazon here. Links in this post are affiliate links, so we earn a tiny commission at no charge to you. Thanks for supporting independent Canadian media!
