Forum Discussion
Abusive and Unprofessional Conduct
As a Senior who recently had a heart attack and am currently trying to recover, I was astounded to be called <names> 3 times during a conversation with one of your representatives. Telus charged $340 to my account for a Bring It Back device that was returned in good condition on October 14, 2025 and for which I was explicitly promised a $340 credit. I have written confirmation of this assurance in an email from Telus which was sent on October 16, 2025 after my phone was assessed. Despite this, the credit was not applied and the amount was instead treated as an outstanding balance. For a month & a half I have been trying to rectify this situation, having made 11 attempts. However, I have been told 3 different excuses for the charge. First, I was told that the phone was not received by Telus until I sent the proof of delivery notice from Purolator. Second, I was told that I had chosen to keep the phone. Again I provided proof that the phone had been returned and today I was told by an executive that my phone was too badly damaged. I know this to be untrue because I personally took my phone to the Uxbridge Telus store on October 12, 2025 & had them inspect the phone. My friend who is a lawyer was with me & can attest to this.
3 Replies
My identity has been verified
TELUS_SupportOfficial Support Team
We are deeply sorry to hear about this experience, and especially sorry for the distress this has caused you while you are recovering. Based on what you’ve shared, this absolutely needs to be reviewed. We will send you a private message so we can secure your account and assist further.
This is not the first time this has happened on a bib device. I was awarded a credit & then had it reversed 4 months later. When I inquired, I was told the device was too badly damaged. However, same as this time, I knew that my device was in good working condition. I asked Telus to provide me with time stamped photos of my device, which cleared showed the correct serial number. I was awarded my credit back when they couldn’t provide any photos of the device!! The Bring it Back program appears to be a scam. Telus continually lies when you don’t receive your credit. Don’t fight it, you get called a stupid b*tch. When I first started my complaint this time around, I was told that my device (Samsung Galaxy s23 Ultra) was received & in good working condition & that the device had been reissued immediately. After the lengthy process of receiving my credit last time, I took no chances this time & called to inquire about my bib device return myself. All of a sudden, 3 months later, my device was “magically” in bad condition.
