Forum Discussion
Telus Bring it Back - No Credit back
Hi there,
My husband and I upgraded his phone via the website back in May. We were charged for his old phone but when speaking to someone online (after being told by our Local Telus store to call - they were kind enough to give us a shipping label), were were assured we would receive the credit back after sending his old phone in. The phone was sent out May 20th and received May 21st with a signature. Canada Post's website made that easy to track, so I have pdf copies of the shipping confirmation and receipt confirmation. We figured that we might not see the credit for June's bill but were surprised to also not see it in our upcoming July bill. I have been a Telus customer for a very long time, brought my husband on board with Telus, and as my children are growing ensuring that we use Telus services for them as well. We pay a rather large bill each month so I feeling deflated that we've gone through all this trouble. Help please!
7 Replies
the sales people that harrassingly call you from Telus should be sued- i got a number through Telus on a phone I already had when i moved here- i just needed a local number- after my contract they harrassed me for a new contract and offered me a free phone which i told them i did not need- plus it was an android and i only use apple- they told me to just sell the phone and that would make up for the new contracts increased monthly fee- well two years later they are trying to charge me 350 for a phone they told me to sell- i told them to pound sand- they never once mentioned I would ever have to bring back the phone- i would have never agreed to that- they are so dishonest it is infuriating and should be sued for their business practices- i may see a lawyer re a class action lawsuit
Telus bring it back is a joke and i was defrauded by their sales team when they said in order to continue with my plan they would give me a free phone that i could sell to make up the difference for the increase in the plan. They never ever mentioned i would need to return the phone- they said just sell it. So I did- now two years later they are charging me 350 for a phone they told me to sell- complete fraud
TELUS_SupportOfficial Support Team
Hey! That sounds super frustrating about the Bring It Back mix-up. We'll shoot you a PM to check out what happened and see how we can help sort this out.
We did the Bring it back through the online store (never doing that again, will be going in person to a storefront from now on to hopefully avoid this mess in the future). At first, I was told that my phone never arrived, so I produced the CanadaPost signature of receipt. Then, I'm told that I sent a brand/type of phone I've never owned before in and they need to investigate. Meanwhile, our account was dinged for the full price of the buyout in addition to our regular bill. :( Just a mess that shouldn't have happened.
Curious if you purchased the phone with the buyback plan or were going to use the old phone as a trade in to new one. I ask because I did not subscribe to a buy back plan that up front costs more, but recently was invited to return the old phone for a credit towards a new one. However I noticed that there was an estimator for the amount of credit and after I input the old phone the estimator said $0. So like you I would have returned a working phone for no Credit.
- TELUS_Support
Hello. We'll send you a private message to discuss further, thanks.
Hello, I'm not longer given an option in the private messages to reply to past conversations with the support team member who reached out. I had someone from Telus call last week to say there's been no progress and they were awaiting information from their investigation team regarding our issue. They did not leave a callback number or have attempted to call us back (though left a message on my son's voicemail for some reason?).
At this point, my husband and I have done everything that has been asked of us, from returning the phone, answering questions, and providing documentation of the iPhone14 package being received. We would very much like the charge levied on our account for the phone that was returned (again, following each step as we were told by Telus), to be credited towards our next bill. Furthermore, please ensure any call backs goto the correct number, which we have listed in private messages, as my 12 year old son isn't the one that should be contacted.
