Telus
Billing me for their mistake

I just received a letter from Mr. Rob Durham, Sr VP of Customer Operations with Telus, explaining that they would be billing me for a mistake they made.

A year ago, I switched long distance service from Telus to YAK, from whom I get a fabulous long distance rate (3.5 cents/minute). Apparently Telus has just realized that happened. Over the course of that year, they have continued to give me my service "bundle" at the rate I signed up for - which is apparently a discounted rate (I suspect it was a normal rate when I signed up, but is now being called "discounted" as a means of raising the bundle price). In the letter, they explain that they will be billing me for the difference: 12 months @ $3 per month ($36).

Yes, $36 is not a lot of money. It's not the amount that irks me, it's the principle. Telus has a lot of nerve to be billing me for their own oversight.

Mr. Durham, I recommend you refocus your department to Client SERVICE instead of OPERATIONS, and sign up for an intensive workshop on great service... from Yak.

Company: Telus
Country: Canada
Province: British Columbia

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