Mis-selling and Poor Customer Experience

I am writing to raise a formal complaint about the mis-selling of your mobile and home internet services.

On 27 Nov, I received a call from your advisor Farheen, who offered a mobile promotion and clearly said it was a Telus offer. She also discussed a home internet bundle and told me she would call back on 28 Nov to complete the setup. I never received any callback.

To my shock, I later received an email and SIM card from Koodo, even though I was never informed that the service would be through Koodo. I opened the package assuming it was from Telus, as discussed.

Additionally, the home internet plan given is not the same as what was explained on the call.

The call on 27 Nov lasted 1.5 hours, and on 3 Dec I spent over 2 hours being transferred between departments without any clear help. This entire experience has been extremely frustrating and stressful.

I trusted Telus, and this experience has severely damaged my confidence in your customer service.