It’s that time of the month again…bills.
I’m assuming we all get bills, no? Love them or hate them, we get them. Let’s just see, there’s:
- hydro bills;
- credit card bills;
- alarm company bills ;
- big box store card bills;
- tv bills;
- department store card bills;
- duck bills;
- buffalo bills; and of course, my favourite
- PHONE BILLS.
You’re probably saying…yeah, so? Let me qualify that last little gem…’phone bills’. You see, my phone bill comes from a company that attaches itself to the following logo:
Now, I have nothing bad to say about TELUS, the company. I actually think they’ve got a pretty good thing going (you may disagree…and that’s OK). But I DO have something ‘constructive’ to say about their billing system and the customer service that comes along with it.
TELUS’ billing system and customer service is like that digital watch you used to get free of charge when you bought a calculator from Wilson’s Stationary in the ’80’s (you know the ones…you didn’t necessarily need it, want it, or like it, but you got it). Get it?
So, if you’ve had experience with TELUS’ bills, great, you’ve just saved me some typing.
If you haven’t, let me draw on some Empire Strikes Back speak…they’re the deathstar…and you need to deal with it.
I’ll spare you the nitty gritty and get to the point quickly - their billing service (at least for home related products) and support is horrible!
Here’s the skinny:
- I use TELUS’ Internet, TV, home phone, and cell phone services
- Earlier this year I decided to disconnect my home phone services
- TELUS disconnected my home phone services (this was the only part they got right!)
- At the same time, the decided to disconnect my Internet and TV service (I have NO idea how that happened)
- TELUS then proceeded to make me wait for over a month before I could get it all up and running again (they were really busy apparently)
- ‘Something happened at the switch’ apparently and everything went black a week or so later
- I waited once again…for another couple of weeks
- Someone came by and fixed it
- I complained as TELUS wasn’t coming forth and apologizing/offering a credit of any sort for this pain in the a$$
- I finally got a credit on my bill - which was a day late and a dollar short, if you know what I mean (I left it alone as I was sick and tired of it all)
- My bill just came…it was TRIPLE what it normally is (again, their error)
Feels like I’m about to go on another ride on the TELUS customer service machine. UNfortunately, I have enough tickets and I’m tall enough to ride. The question is…when will I get off?
If I don’t see HDTV soon, I’m calling on Uncle Shaw.
T&D Rating: 3 remote controls (out of 5)
I read your post on Tod’s page about SaskTel’s new voice to text service. I work for SaskTel (out of Vancouver). Check out www.navigata.ca
thanks, Jo! Tod’s post at www.todmaffin.com/blog/vm2sms was cool. I had no idea that such a service existed…hopefully we will see something like it soon.
I would like to let you know,that I did’nt receive my phone bill for July on my computer??Please let me know,what happend maybe I will get this month free ???
Sincerely Hans Gosch.
Hi Hans, sorry to hear that. What happened is that I canceled all my services with TELUS as it didn’t get any better. In fact, it got worse (got a bill last week for an incredibly large amount claiming I hadn’t returned their equipment). I did…two months ago. Good luck with everything!
Here is a copy of a complaint submitted to the CRTC, and copies sent to TELUS, and the CBC.
************************
Early in June 2008 I discovered an alternative phone & internet service than TELUS at a lower price.
I completed a Porting Authorization by FAX on June 6,2008.
An earlier voice request by phone to TELUS to discontinue phone & internet service for June 12, 2008 had to be modified. The instructions were to allow the Internet to be disconnected as previously requested, but allow the phone service to continue until the Porting Authorization was completed.
As requested by voice over the telephone, the Internet Service was discontinued - as indicated by the lights on the DSL Modem, and the fact that there was no Internet access.
The Porting Authorization was set for phone service transfer to occur on June 26.
The service at the competitor service provider completed successfully.
I received an Invoice from TELUS dated July 4, 2008 indicating that Internet service was disconnected, as experienced and noted above, on June 12, 2008, and that a credit of $4.54 was due me. There was only a small net fee of $3.36 for the Internet Service charges and disconnection, and I have no real issue with this item. In case it is of concern to the CRTC, I could provide a copy of the phone bill.
I recently opened an envelope from TELUS, expecting a cheque and instead found an Invoice for further Internet Service charges in the amount of $51.42, wiping out any credit I was expecting, and leaving me with another bill to pay.
I called TELUS, spending over 1 hour on the phone challenging the charge. I recorded some of the phone call, should you find that of interest.
The result of my plea was that the port that they were holding for Internet Access was to be disconnected as of tomorrow, August 20th. There was no way to eliminate the charge, although the operator ‘Vickey’ offered a 50% discount of the charge.
Has the CRTC the authority to intervene, and if not, where should I take this issue for resolution?