Home Phone Billing issue

  • 1
  • Question
  • Updated 1 year ago
I emailed support last week but heard nothing back which is rather disappointing.

We signed up for our new home phone account on January 21. We received a bill showing our discounted rate of $5 for February (which makes sense) but a partial charge of $2.67 for Jan 21-24.

Why is that pro-rated off of the regular $20 instead of the discounted rate? It should be prorated for 3-4 days of $5.
Photo of Robert B

Robert B

  • 140 Points 100 badge 2x thumb

Posted 1 year ago

  • 1
Photo of Mathieu

Mathieu, Mobile Master

  • 60,848 Points 50k badge 2x thumb
Hi Robert,The discounted rate does not start right away. It takes 2-3 billing cycles before the discount is applied on the line.
Photo of Ranjan

Ranjan, Official Rep

  • 30,250 Points 20k badge 2x thumb
The first full month to be exact, for wireless home phone the proration is calculated based on the regular price and the 12-months at discounted rate apply as of the first full month.
Photo of Robert B

Robert B

  • 140 Points 100 badge 2x thumb
Why is it like that? No one told us. I realize it's only a few dollars but customers should be told. I'm not happy.
Photo of Ranjan

Ranjan, Official Rep

  • 30,250 Points 20k badge 2x thumb
The promotion is communicated as $5/mth for the first 12 months. If it was applied to the prorated period it wouldn't be fair as you're not getting a full month at the promotional rate and most customers would be upset about that. I'll share you're feedback with the team to coach back and ensure reps are clear on how the promotion is communicated to customers, Robert. In any case, you'll still be getting 12 months at the promotional rate.
Photo of Robert B

Robert B

  • 140 Points 100 badge 2x thumb
Okay. That part makes sense - thank you. It should still be communicated to customers though. In our case, it's only a few dollars but anyone signing up part-way through a month would be unpleasantly surprised.
Photo of Robert B

Robert B

  • 140 Points 100 badge 2x thumb
Why not? It's been applied for the first full month. Why wouldn't they apply it to the first partial month? No one told us we would be paying the first partial month at a pro-rated full rate.