Forum Discussion
Escalation Inquiry
I am trying to find out how to escalate my complaint pass the Escalation Manager. The below story really happened. I must admit that if someone would told me this story I would not believe that in this day and age something like that can happen, but as it happened to me I know that is true and what is more I can prove it. Every word of it. Just to summarize, on March 18, 2026 I received an offer from Public Mobile/Telus (via sms) and after 2,5 months the offer is not finalized, and during that time:
- the Telus employee bluntly refused to finalize the Telus offer, while literally laughing in my face, refused my request to see his supervisor, and called a security guard to remove me from the store, the security guard after hearing my side of the story not only did not remove me from the Telus store, but allowed me to speak with manager, who provided me with misinformation (commonly known as lies), refused to provide me with the name of the rude employee, refused to contact her superiors for instructions on how to finalize the Telus offer she claimed she was not familiar with, and refused to finalize the offer
- the Telus employee violated the policy of the Office of the Privacy Commissioner of Canada, by mishandling my drivers license without my knowledge and consent, and taking pictures of me
- the Telus employee violated Canadian Credit and Consumer Protection Laws by conducting unnecessary credit check without my knowledge and consent
- the Escalation Managers provided me with misinformation (commonly know as lies) on numerous occasions, constantly backtracked on their own proposals, ignored my proposal on how to solve the situation and allow me to finalize the Telus offer, and refused to provide me with the contact information to their superior in order for me to escalate my complaint as I decided that I have no other choice.
That is why I need the contact information to lead/head manager of Telus Escalation Management Team for Alberta or Western Canada. I appreciate your help in this matter.
3 Replies
This is an update on my Escalation Inquiry (above). As you can see I was contacted by someone here telling me that there will be a private message for me. There was a private message for me, from someone who didn't introduce himself or provided his position/function in Telus organization, asking me for more details. I immediately provided more details. Few pages of more details, and I asked, once again, for a contact information to lead/head manager of Telus Escalation Management Team for Alberta or Western Canada. This request was IMMEDIATLY REFUSED without any logical explanation. For the next seven days this unknown someone was playing the game of cat and mouse with me without moving the matter forward at all. After the exchange of 14 MESSAGES SO FAR his latest trick was the claim that: "The image didn't attach to the message on our end so it's not visible to me, unfortunately." Just to explain, he asked me to provide him with the screenshot of an original offer I received from Public Mobile/Telus. I attached the image to the my message (not to mention that I already sent to Escalation Manager before and it was verified by him) and sent it to him. I can open the message from the Sent and Inbox folders with the image perfectly attached and visible, but he can not see it. Poor thing. This is legendary Telus customer service in action (legendary in a negative sense of course). After 8 days and 14 messages the matter did not moved forward an inch. I will keep you posted.
TELUS_SupportOfficial Support Team
No trick, Kriskow :). We didn't get your attachment and we're waiting on your reply so that we can engage the appropriate stakeholders. We're ready to move forward when you try attaching the image again, thanks!
- TELUS_Support
Hi Kriskow - we're sorry to hear that you had this experience and we want to help resolve it. Normally we expect our offers to be easily redeemed and with clear instructions on how to do so.
We will send you a private message to gather more details of what happened
