Bill Dispute

Overview

Exciting news! TELUS and Koodo Mobility and Home customers can now save time by submitting their bill disputes—whether related to charges, discounts, or credits—directly through the My TELUS App/web and Koodo Self Serve. This new feature simplifies the process and empowers our customers to address unexpected billing charges anytime, with just a few taps and clicks in their self-serve portal.

How it Works

My TELUS App/Web

Customers using the My TELUS App or website can easily navigate to the billing section to initiate a dispute. This feature is designed to be user-friendly, ensuring that customers can quickly find the charges they wish to contest and submit their concerns without hassle.

Koodo Self Serve

For Koodo customers, the Self Serve portal provides a straightforward way to ask for a charge review. The process mirrors that of the My TELUS App, allowing for a seamless experience across platforms.

Eligibility

• Mobility: Available for both Consumer and Employee Purchase Plan (EPP) customers across all provinces in English and French.
• Home Solutions: This feature is available in all provinces except Quebec and is offered in English only.
• Mobility (Consumer Postpaid): Accessible to all provinces in both English and French.

Process

To submit a dispute, customers can use the Dispute feature (for TELUS) or the Ask Us to Review a Charge option (for Koodo). They can select a charge from the past three months, and upon submission, customers will receive an SMS or email confirmation. Our TEM/KEM agents will review the dispute and respond within four hours. Customers will then receive a notification regarding the outcome of their bill dispute or charge review. Please note that customers may submit one request for review at a time.

How to Submit a Dispute/Charge Review

Step-by-Step Guide

1. Log into the My TELUS Self Serve App/Web or Koodo Self Serve.

2. Navigate to Billing:

• My TELUS App: Tap on Billing, view your bill, and select Dispute (located in the top right corner).
• My TELUS Web: Click on Billing, select Wireless or Home, and choose Dispute a charge (found on the right-hand side).
• Koodo Self Serve: Click on Billing and select Ask us to review a charge.

3. Complete the Form:

• Select a bill date (up to the past three months).
• Choose the subscriber.
• Select the specific charge, discount, or credit in question.
• Provide a detailed reason for the dispute.
• Choose your preferred contact method (Email or SMS).

Note;

The outcomes of bill disputes can either result in an approved credit to the account or require further review. In cases needing more information, customers will be redirected to TELUS/Koodo Expert Messaging to complete the review process.

We hope this new feature enhances your experience with TELUS and Koodo, making it easier for you to manage your billing concerns efficiently!