Forum Discussion
Phone Support and Filing a Complaint
I just spent about an hour on the phone with a gentleman regarding an email that I was sent for a phone upgrade and new plan. I asked him about the balance on my phone and how I would return it. He...
TELUS_Support
Official Support Team
Official Support TeamHey!We can see why you're frustrated. That's a lot of mixed information after spending an hour on the call. We'd like to look into what happened and get this sorted out for you. We'll send you a PM so we can dig into the call and those charges.
I'm in a similar situation. I was called by a rep who offered me a plan - IN WRITING - only to let me know after I agreed that the offer didn't exist and he was sorry. I got a similar, but not equivalent offer, online through a live chat. The live chat agent wouldn't waive my shipping charges, so I went into a physical store to pick up a device - but they couldn't offer me the plan. I went back home defeated and having wasted hours - and had a live chat agent tell me they didn't have time, and direct me to a call back line. This was on Nov 22 and I haven't received a call back yet... Nov 23 I went back into a live chat, and just accepted the inferior offer, again, in writing, via email. I checked my telus account yesterday (Dec 1) to see where the device was, and it hadn't even left the Order Placed Status. So naturally I called in, and somehow wound up with an offer that was even WORSE than the second one I agreed to lol. I'd really like to have a channel where I could log a formal complaint because I spent hours - weeks - trying to get an offer of decreasing value, and along the way the data amount has decreased and the plan dollar value increased. As a small business owner - I would never - ever - dishonour a contract with a client. I'm surprised Telus would.
Just an update on this situation:
I still haven’t received a reply on my original comment - which I suppose is consistent with the experience I've had so far.For comparison, I set up five Rogers lines on Sunday, order confirmed yesterday, and all the devices are already at my local post office today. Meanwhile, my Telus profile has one order in Placed status, one order in processing status (and there should only be one order...), and still no device on an adventure that began on November 19th.
I’m not trying to be sarcastic or dramatic - this is just the contrast I’m seeing as a customer trying to understand what’s going on.
Part of my frustration is that I spent an hour and a half on line chat with Rogers trying to get the phone number for voicemail on my mom's phone and they wouldn't even offer her anything for the long wait. Sorry that you're going through that. I've always found Telus to be great on the customer service side, I think this agent was either confused or made a mistake which resulted in the long call - he did offer a great monthly plan but I wasn't willing to pay over $100 to return my phone for the new one which I said at the beginning of the call. Hope your situation gets resolved soon - I'm sad to say with the implementation of AI attendants these simple things will just get worse.
Hey! Yeah I hope you get your resolution too. I didn't mean to hijack your thread here. I just saw something about a formal complaint line and I was thinking I'd like that too. I too have found Telus top notch over the years - I've been a personal client since... 2016? The biggest problem in corporations today - system implementations with potholes everywhere, and nobody has the accountability to actually say "Hey, this isn't right. I'm going to fix it".
Anyway - you seem like a cool person! Hopefully we both find some sort of light at the end of this telecom tunnel of despair lol. I'm still waiting on my PM to sort things out from 2 hours ago.
- TELUS_Support
Hi! Thanks for the update! We’ll reach out via PM to help sort this out and get everything on track for you.
