Order cancellation

My spouse recently received a winback offer from Koodo/TELUS. As part of that offer, the agent also extended a very attractive deal to move my number to TELUS, since I was in the market for a new phone.

The agent offered me a great promotion on a Samsung Galaxy S25+. My registration was completed successfully, including the credit check. However, when I received the contract, the details did not match what had been discussed. I contacted support, and after being transferred to a winback agent, they helped cancel the incorrect order and place a new one with the correct terms. I paid for the order and received the updated contract, which matched the agreed offer.

After that, there were no updates on the order for two days, so I contacted support again. I was then informed that the second order had also been cancelled. The reason provided was that additional documentation was required to process the order. While I understand the need for verification, I believe the order should have been placed on hold and I should have been contacted proactively to complete the required steps, rather than having it cancelled without notice.

At this point, it feels like TELUS may be unwilling to honor the offer that was originally made, and the order was cancelled unfairly. I’m hoping someone can review my case and help reinstate the same offer as promised.

My account is linked to the same email address, should you need to review the details. I’m also happy to share any additional information privately if required.

Thanks,

Vrushali.