I’ve noticed that on the bottom of my TELUS bill, a charge of $13.20 for a call to Phoenix AZ, that wasn’t made by anyone in our home. We didn’t make this call, or did we accept a collect call from anyone.
This was listed under “Alternate Service Provider Long Distance Calling” I’ve had weird charges on my bills before, but frankly who has the time to call Telus and be put on hold, only to be given the run around?
This time I called Telus, and after waiting... and waiting... I finally got to speak to a “real” person.
The company providing the service is called CanopCo Incorporated. They service all incoming and outgoing “collect” calls (when you dial 0), and they also handle charges from calling cards. Telus doesn’t do this - they contract it out.
The Telus customer service rep said that “I” would have to call CanopCo and dispute this charge..?! (Excuse me, but this charge is on my Telus statement. I am talking to a Telus rep– my contract is with Telus).
Customer Service... I don’t think so!
The number she game me (a 1.877 number was a recording for a pharmaceutical company)?!
I called her back, told her it was not the right number and I had no way of contacting them.
After much persisting, she is going to look into it, but then “admitted” they are having a lot of problems and complaints from customers on their dealings with CanopCo.
Now it seems to me that some well paid exec at Telus would know that CanopCo was having problems and that the phone number to the CanopCo customer service was INCORRECT!
Another way you can stop these kinds of charges from appearing on your bill is to ask to have “collect calls blocked” (if you don’t make them, or receive them, you can prevent these fraudulent charges from happening in the first place.
It’s not something that Telus volunteers to its customers (why would they – they are making money if no one complains), but they will do it if you ask.
These are other service providers connected to Telus that you should be cautious of:
Fast Track Global
Basically, ALWAYS check your phone statements and bottom line – if it’s not right challenge it and COMPLAIN.