I had a problem getting my services reactivated as my card details changed . Now that it was reactivated by changing my email . It is no longer connected to my telephone number only the new email and I have been over charged two times for basic and another for premium . When I go to assist it tell me that the phone number is not linked to the account . I see this is a problem others have had could you please advise me of what I should do to get my refund for the duplicate charges and hook my phone number back to the stream plus account
Solved
multiple charges for stream plus basic and a charge for premium
Best answer by Flo Koodo
Hi
Based on your community profile, we see identified a subsctiption and according to the details we see, there are two different charges for Stream+ in total (one for Basic and one for Basic with Netflix Premium). We also see that the Basic one was refunded. If you don’t see the refund on your credit card, we recommend waiting until tomorrow and check again.
Let us know how it goes.
Thank you!
This topic has been closed for replies.
I would suggest scheduling a callback using your regular number and specify a callback for an unrelated reason about billing in general. Then you should be able to get assistance on the matter for billing correction.
Hi
You should fill out this support form that is provided by Telus. It is for both Koodo and Telus customers. Once you fill out the form and specify your issue with the Stream+ services and the extra charges, after some time a rep from their dedicated Stream+ team will reach out to you to help resolve the issue with the multiple Stream+ subscriptions, incorrect linking of your account, and can discuss crediting the extra charges.
The jot form can be found in the link here. If you find that they’re unable to assist, let us know. Customer Support Ticket Form | TELUS
I have sent a request for call back yesterday on the original number (and again this morning )but have still not received a response as well as I did fill out the Telus form but it says it will be a couple business days before a response and if it’s about billing , mobility or internet then you may not receive a response at all .Please help this is ridiculous
Hmm ok, others on here have had a lot of success with the form. This is because those who reach out to you are a dedicated team that they have specifically for the subscription services, so they directly can deal with the problem and may have solutions other reps don’t as they deal with most of the problems that happen with the subscriptions. Has it indeed been a few business days since you have filled out the form or has it only been since yesterday?
I suggest waiting for the team to reach out to you for another day if it has been only one business day, but If you would like, I can flag a rep for you on this platform to assist to see if they can look into things as well. I can understand wanting to have it resolved as soon as possible but just note they may suggest reaching out via the form and callback again as community rep abilities are limited. Let me know what you would like to do. 🙂
+4Hi
Based on your community profile, we see identified a subsctiption and according to the details we see, there are two different charges for Stream+ in total (one for Basic and one for Basic with Netflix Premium). We also see that the Basic one was refunded. If you don’t see the refund on your credit card, we recommend waiting until tomorrow and check again.
Let us know how it goes.
Thank you!
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