Forum Discussion
Smart Move caused me to loose all my discounts!
What a way to start Sept 1
I get a text from telus saying my move has been schedule and If not notified then my services will be disconnected on Sept 2. This was three days ago.
I finally fight my way through the useless AI bot and smart move and talk to a human being. Quote from the telus rep "all looks good, I don't see anything to be concerned about" so I thank him and hang up.
Two hours later, the first email telling me that services have been cancelled.
Another call to telus. 21 minutes later and 2 new telus reps and they discover that someone has entered my home address by mistake for new services. So, they have to reach out to that customer to cancel thier services.
Thats done, but my services we cancelled so now they cannot honor my existing contract and want me to sign to another agreement! How is this even remotey good service.
Icing on the cake, the "system" thats the term the rep used cancelled it they will wave the cancellation fee.
Well I was a very good customer for 20+ years. Lost because the "system" cancelled me.
GOOD JOB AI!!
3 Replies
Hello, This just get's better everytime I look into this. I was just fined $380 for I don't know what
I am back on Telus, I wish there was some competition in Fort St John or I would not be. A tech came and installed the new fiber modem and wifi/ router. He was basically the only one that did a good job in this mess. It has cost me DAYS of my time and now close to $500 in bills and now another phone call. What a mess all because someone at Telus could not call me and confirm a change of address mistake made by a different Telus customer.
Telus is so far great at not telling anyone else what is going on. 4 or 5 different telus reps have now talked to me. Almost an hour each. Every time I have to start from the beginning of this mess.
Who ever is commisioning the AI needs to do a revamp. You should be given an off-ramp to talk to a human being at every new prompt. Trying to get through that wall is a major pain.
TELUS_SupportOfficial Support Team
Hello Omenz0970, I get how you feel, having to spend days of your time, enduring nearly $500 in unexpected billing charges, repeating your story to four or five different agents, and battling an automated phone system just to fix a simple address error made by someone else is completely unacceptable.
You shouldn't have to fight through a digital "wall" or spend hours on hold just to reach a person who can see your account history and fix a mistake.
Shoutout to the technician in Fort St. John who did a solid job getting your hardware up and running, but the rest of this experience has clearly failed to meet the standard you deserve.
We'll need more information in order to access your account so we'll send you a private message soon, thanks !
- TELUS_Support
Hi Omenz0970 - There was certainly an error with someone else's account and that took your service offline.
We do have ways to bring things as close if not exactly the same as before and your tenure with us will not be affected.
We'll send you a private message to gather your details and assist you
