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 said he would get me the upgrade since I'd been a great customer, blah, blah, blah. He did get me a good monthly price with the upgrade but despite the assurance my phone would be returned and not cost I got a text message saying the plan for approval saying the plan was $30 more than what he said but he assured me he would apply credits. At the very end he indicated that no what he said about the phone wasn't the case and I'd have to pay $130 to return my phone which doesn't even make sense. I'm looking for an email or mailing address to file a formal complaint - a lot of time was wasted and he obviously made a mistake even after I specifically asked him about the phone.
Is there a customer complaints email? I want to document my complaint in writing rather than have another wasted AI chat or phone conversation.
9 Replies
TELUS_SupportOfficial Support Team
Hey!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.
