Forum Discussion
customer service
We were contacted by a telemarketer regarding Mobility and Security. Decided to cancel the security camera the next day. I believe I contacted 7 Telus representatives. Each one told me they could not help me as the issue was Security's if they were Mobility, and then Mobility's if they were Security. Finally contacted one representative and the whole thing was cancelled.
To add insult to injury we then requested to complete the two mobility offers and Mobility could not match the telemarketers offer as they are mobility and the telemarketer was Security. Unbelievable!
1 Reply
TELUS_SupportOfficial Support Team
Hello LTS5gk, I want to start by acknowledging how completely exhausting that experience sounds. Being passed between Mobility and SmartHome Security—with 7 different representatives saying it’s "the other team’s job"—is a massive failure in how our departments are supposed to collaborate. You shouldn't have to navigate our internal org chart just to manage your services. TELUS SmartHome Security and TELUS Mobility operate on distinct billing and order-processing platforms. When bundled promotional offers are generated through outbound sales channels, the pricing is tied to a joint package structure. When one component (the security camera) was canceled, the system automatically invalidated the promotional code for the remaining mobility lines, leaving standard Mobility agents unable to manually re-apply a cross-departmental discount that their system doesn't natively generate. We'll send you a private message shortly since we'll need more information, thanks !
