Telus Customer Left Fuming Over Bill Errors

In a baffling turn of events, seasoned Telus customer Brian Carson is expressing outrage after discovering that his monthly bill for phone, internet, and TV services failed to reflect a promised lower rate from the telecom giant.

"I just get so furious," Carson shared during an interview with Consumer Matters. This British Columbia senior reached out to Telus back in January, frustrated with rising costs. He claims a Telus representative assured him of a new, lower rate of "$123 for everything plus taxes" moving forward.

The Shocking Bill and a Failed Resolution

But when Carson received his next bill, his jaw dropped. "I was flabbergasted. What are they doing? We agreed on a price," he expressed incredulously. Carson deemed the verbal agreement valid and refused to pay more than the quoted rate. When his attempts to resolve the issue directly with Telus fell flat, he turned to Consumer Matters for intervention.

Telus Responds: Acknowledging Mistakes

In response to the controversy, a Telus representative explained that fluctuations in Carson’s bill resulted from various factors, including increased long-distance calls, the expiration of promotional discounts, and an agent error. They assured Consumer Matters that they had contacted Carson and would honor the promised promotions moving forward.

A Silver Lining: New and Improved Offer

Fortunately for Carson, Telus stepped up with a better deal: his new monthly rate is now $113 plus tax. "I extremely appreciate it that you helped me. I didn’t know what to do," he said gratefully.

Rising Complaints in the Telecom Industry

Carson's story is not an isolated incident. Earlier this year, Canada’s telecom watchdog reported a staggering 38% increase in complaints, primarily related to billing, pricing, and service quality.

Advice for Consumers: Get It in Writing!

Geoff White, executive director of the Public Interest Advocacy Centre, emphasizes that billing issues consistently rank as the top complaint. His advice? Always obtain written confirmation before agreeing to any terms. From a systemic perspective, he advocates for clearer disclosure rules to protect consumers.

A Hard-Earned Victory for Carson

While Carson is relieved to finally have a satisfactory rate, he reflects on the exhausting process, particularly for seniors like himself. "It’s just a shame that we have to reach out to a third-party to help us get what we are entitled to," he lamented. Carson’s tale serves as a cautionary reminder for all consumers navigating the complex world of telecom billing.