Discounts in Agreement not being applied

[theros]

I called in to renew my service agreement at the end of May as my term was up and the cost of my services was going to go up from $135 a month to $220.  Spent about an hour and a half on the phone and received the Critical Information Summary promising a Monthly Promotional Price of $118.99 before taxes.

Just got the first bill and none of the discounts in the Critical Information Summary are being applied and I'm being charged $260 or full price for each service, including an extra $20 for unlimited data despite specifically selecting a bundle that was supposed to include it.  My latest bill also does not reflect the TV and Home Phone services correctly at all.

[theros]

Here's what was in the CIS:

Optik TV
Optik TV Commitment period for 24 months : May 29, 2025 - May 28, 2027
• Includes TELUS TV Digital Box $0.00
• Core $40.00
includes Musicroom, Stingray, Core $0.00
• $20 Off Optik TV for 24 Months - effective 05/29/2025 to 05/28/2027 -$18.33
• Service Agreement on TELUS TV - effective 05/29/2025 to 05/28/2027 $0.00
Total Optik TV Regular Price (after all promotions expire) $40.00
Total Optik TV Promotional Price (when all promotions effective) $21.67
PureFibre Internet Gigabit
Internet Commitment period for 24 months : May 29, 2025 - May 28, 2027
• PureFibre Internet Gigabit $135.00
includes 1 TB monthly data
• Unlimited Data Usage $20.00
• Unlimited Internet Free for 24 Months - effective 05/29/2025 to 05/28/2027 -$20.00
• $40 off Internet for 24 Months - effective 05/29/2025 to 05/28/2027 -$35.71
• $20 off Internet for 24 Months - effective 05/29/2025 to 05/28/2027 -$17.86
• Service Agreement on High Speed - effective 05/29/2025 to 05/28/2027 $0.00
Total Internet Regular Price (after all promotions expire) $155.00
Total Internet Promotional Price (when all promotions effective) $81.43
CLS Loyalty Home Phone Lite $15
• CLS Loyalty Home Phone Lite $15 $15.00
includes Pay-per-minute, Call Control, Call Display, Name Display $0.00
• E911 and NG911 Provincial Network Fee $0.20
• E911 Municipal Call Answer Fee $0.69
Total Home Phone Regular Price (after all promotions expire) $15.89
Total Monthly Regular Price (after all promotions expire)
****Price does not include pre-authorized payment discount
$210.89
Total Monthly Promotional Price (when all promotions effective)
****Price does not include pre-authorized payment discount
$118.99

None of these promotions are being applied correctly to my bill and I signed a 2 year term.  Why is TELUS not honouring what they sent me in writing?

[TELUS_Support]

Hi @theros - this sounds like your call happened after your billing cycle so you were charged regular price as your discounts ended and your new discounts hadn't been applied yet.

This can be explained by the date of your billing cycle being before the date that you called in but we can double-check.

We'll send you a private message