Rude Agent

I am writing to file a formal complaint regarding a call I had with a TELUS representative on September 23, 2026, at approximately 12:40 p.m. Pacific Time.

The representative identified himself as David Kitwa, employee number 400397.

During the call, he advised that I was required to provide my online banking information in order to pay an activation fee before he would honour the offer he had presented. I was not comfortable providing my banking information and declined to do so.

Instead, I offered to pay the activation fee using my credit card. I provided my credit card details; however, I was later told that the activation fee could only be processed through online banking and that my credit card could not be accepted.

The conversation then became very concerning. I was told that if I did not complete the activation through my bank, I would not receive the offer. The representative also stated that he would place a note on my account so that anyone viewing it in the future would not provide me with service. I found these comments threatening, inappropriate, and completely unacceptable.

I ask that TELUS review the recording of this call and investigate the representative's conduct. I would also appreciate clarification of TELUS's policy regarding activation fee payments, specifically whether customers are ever expected to provide online banking information and why a credit card payment would be refused.

If any negative or misleading notes have been placed on my account as a result of this interaction, I request that they be removed immediately. I also ask that TELUS honour the offer that was originally presented to me, if it is still available.

As a long-time customer, I expect to be treated with professionalism and respect. I would appreciate a written response outlining the outcome of your investigation and the steps TELUS will take to resolve this matter.

Thank you for your prompt attention. I look forward to hearing from you.