Forum Discussion
Webstore Phone Verification - A hopeless endeavour?
This is ridiculous! I tried returning the call a few minutes after missing it. The wait time was over an hour. I attempted to schedule a callback on your website, but it indicated that all available slots were full. Then I tried calling today, and I found that you're closed on weekends. It's great that you took my money, but now you want to verify something. What could you possibly need to verify? You know who I am. I've been a customer since before Telus, when I was with CLEARNET. That was in the 1990s if you happen to be younger. So, I've had my account since around 1995, which is 30 years. I've used this credit card previously with Telus with no issue. My address is correct in the system.
You really need to improve your customer service, as you're currently receiving a failing grade. You're not customer-centric at all. Why should I have to wait on hold for an extended period to answer some unnecessary verification questions?
4 Replies
TELUS_SupportOfficial Support Team
Hi there, we truly appreciate your long-standing loyalty, and we're sorry to hear about the frustrating experience you’ve had. We understand how valuable your time is and agree that the process should be simpler. That said, while we don’t offer compensation for time spent, we absolutely want to ensure your concerns are addressed and that everything on your account is accurate and up to date. If you’re still needing support with your order or verification, please send us a private message and we will do our best to help.
It's great seeing Telus respond so quickly to this. Really shows their dedication to customer service. Like I told the phone agent, I can easily switch carriers. Bull********** like this is why people switch.
Just had a ridiculous call with one of your agents. Firstly, I had to request a call back. When I received the call back, I was placed BACK ON HOLD for about 5 minutes before being able to speak with someone, which is just silly when they are supposed to be calling me back. Anyway, I get an agent I can only half understand. They have to call me back a second time, something about verification. Then they confirmed everything on my account, which was correct because I'm not a friggin idiot. Then, at the very end of the call, I'm informed that due to a balance owing on my account, literally one month's payment, they can't process my order. Even though I have been a customer for 30 years. I could understand if the account was months behind, but it isn't. So, now I have to wait until payday to pay it down, and then it will maybe be shipped, after I send smoke signals to get in touch with the Webstore Team again. This process is asinine and should be way more automated than it is. I am hoping to receive compensation for the amount of time I've had to spend dealing with this stupidity. Bear in mind that all this time, Telus has my money.
Tried calling right at their opening time. Was told it would be an hour + wait time to speak to someone. This is simply unacceptable.
