Overcharging and Contract Issues

Since November 25, my girlfriend and I have been strung along by Telus for an entire week. We visited the Telus store at UBC on Monday to ask about Black Friday deals. The staff recommended what they called "the best deal ever"— which now was a JOKE. We spent two hours transferring our mobile plans from Fido and Koodo to Telus and signed up for this plan. However, the next day, the bill we received was COMPLETELY DIFFERENT from what was promised—it charged us significantly more. What followed was even more dramatic—or perhaps tragic. The manager, Lucas, with his condescending attitude, kept redoing our contract, but failed every time. My gf had to go to the UBC store almost every day throughout the week, while my inbox was flooded with different bills—none of which matched the plan we signed up for.

We tried our best to understand the staff’s efforts, remaining patient and friendly, hoping the issue could be resolved. However, Lucas just displayed an attitude of, "I’m busy, take the current outcome or a cancellation." To make matters worse, he eventually hung up on me when I called to seek clarification. In the end, we were utterly exhausted and had no choice but to accept a different contract. I am deeply, deeply disappointed in Telus and manager Lucas. We should never have been treated so poorly. What’s truly ridiculous is that, as customers, we were completely powerless in this situation. All I can do is share my experience here in the hope of warning others to avoid going through the same frustration. Anonymous