» Telecommunications » Complaint / review: Telus - Billing wrong, trouble getting free laptop | #1722

Billing wrong, trouble getting free laptop

We signed up on October 8th for the bundle package from Telus. Even though we already had internet they still offered us the free laptop if we signed up for 3 years because we had to upgrade our internet to get the optic tv. The installer came and after 8 hours he was done and he left in the dark. The next day I looked at the work he had done and it looked awful. Holes drilled in our house where ever he wanted and lines visible and not tucked away. I have filed two complaints about this and have heard nothing back.

With the promotion we were told it would come to $82 plus tax a month and our first bill came and it was $130. I called and complained and was able to get some of it credited but we are still paying more than we agreed too. One of the charges was a $10 loyalty customer charge that we were supposed to get credited and we are still being charged for anti virus which is free. Every month I call and get that charge removed and every month they say it won't happen again.

With the laptop - I gave it 8 weeks and than called asking where it was. They told me that two weeks into our contract Telus decided they couldn't offer me this deal and removed it from our file wihout contacting us. It took me quite awhile and a number of different people to get the deal put back on. I didn't pay my full bill for December because of all the credits I should have received and when I called back in February asking where our laptop was I was told that our account was red flagged and I wouldn't be receiving it until they received payment in full. It didn't matter that the amount not paid was supposed to be credited and wasn't. So I paid the full amount and was than told that they would re-apply for me to see if I still qualified. Again after wasting more of my time I have been told that we now qualify and they will be sending it out.

Don't sign up for Telus over the phone. Go in and talk to someone so you can have the numbers and information they are promising you in writing. It is impossible to go back and argue they are wrong when everything is done over the phone. We are happy with our tv service and the pvrs but we shouldn't have to phone back every month to fix their mistakes. Their customer service stinks and they make it sound like it is all our fault everytime.


Company: Telus

Country: Canada   Province: British Columbia

Category: Telecommunications


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