u/Geekdad604

With summer around the corner, I’ve been enjoying this drink and thought why not have it in the air!

About to call in to see if I can confirm an upgrade since both the AC site and ExpertFlyer shows availability. I’m booked in full fare latitude. Is this just a matter to timing or a glitch that maybe I should cancel the eUpgrade and re-request it in the app?

Is this a glitch since it only appears as a 201 variant with points vs 200 when booking with cash? Or is there a reason for the difference.

UPDATE:

This was resolved today (verbally at least). A billing agent called me because I clicked on the “dispute” button in the billing page of the TELUS app. After receiving the incorrect response, I submitted another request but the app preemptively closed the chat, so I was actually surprised to receive a call.

The correction will be a reversal of the pay-per-use data charges and the adjustment of $18/day > $5/day for the Macau roaming.

Not a perfect support experience by any means but ultimately resolved.

ORIGINAL POST + Part 1 link below:

My company pays for my mobility bill so I’m not super fussed by how long this will take. I’m just trying to see if TELUS Billing Support can actually resolve this through the tools they expect customers to use.

Seems like the “Expert Team Member” needs to look up what exactly is included the GLOBAL 68 plan because they got it totally wrong in this reply. I know TELUS has implemented a knowledge-base tool using their Fuel iX “AI platform” for internal users. Either this rep didn’t look it up or the KB gave them the wrong answers.

This is automation done poorly.

For additional context, my visit to Macau was bookended by visits to Hong Kong and China, I was able to use my Global plan in those countries without any additional charges.

Here is part 1:

https://www.reddit.com/r/telus/s/xsfE2XMwYN

Third attempt, trying this asynchronous support method since it’s hard to reach billing. The chat is totally broken, as if someone vibe-coded a solution and hit go.

I did receive a notification stating they needed more information but when I clicked the emailed link to re-enter the chat, it automatically sent me to a feedback form so I could see nor respond to the message.

Has anyone successfully navigated this support?

In year 5 of ownership and still loving it!

Thinking about adding a 911 GTS into the stable but NOTHING beats the Taycan as a daily driver.