Business Connect account setup incomplete—no access after one week

I am submitting this formal complaint regarding TELUS’s failure to properly set up and provide access to my business account services.

I opened a TELUS business account for my mobility lines about three months ago. More than a week ago, I contacted TELUS to add a new Business Connect line. Although the setup was started over the phone, I never received the required account access information. I was not given login details, I was unable to create a username, and I still cannot access or use my Business Connect account.

I followed up with the same representative who had previously helped me open my mobility account. I explained that the service had supposedly already been set up, yet I had received no access information and no working account. I was then told that the process had been started by more than one representative, which left the account creation incomplete. I was assured the issue would be resolved last week, but it remains unresolved.

This reflects a serious failure in TELUS’s onboarding and customer service process. I entered into this agreement with the expectation that TELUS would activate the requested service and provide the necessary account access within a reasonable timeframe. That has not happened.

As a result, I have experienced unnecessary delays, wasted time, and frustration. It is unacceptable that an existing business customer cannot obtain access to a service TELUS agreed to provide.

I am requesting immediate resolution of my Business Connect account setup, delivery of all required access information, written confirmation that the account has been fully activated, and review of this matter by an escalation or management team.

If this issue is not resolved promptly, I am prepared to escalate the matter through the appropriate complaint channels, including the Commission for Complaints for Telecom-television Services.

I request a prompt response and a concrete resolution.