Forum Discussion
Awful customer service
Been on hold forever then cut off after 41 mins call again, they call me back in and hour explain my problem and told he would transfer me to accounting. now been on hold hold for 35 mins haven't spoken to anyone yet !!!!
Telus had taken money from my account for 9 months for someone else and have had a royal run around. Telus can't give me the person’s name and neither will Royal back they both quote confidentiality which I understand. Gave Telus my account number and say you should be able to track down the person as you have been taking the money and Royal from my account for someone. Then I was told by Elana at Telus that her supervisor Javier said I have to go to Royal bank and get them to pursue fraud charges on someone that I don't have their name ?? I go to Royal bank and they tell me it would be Telus that is at fraud as they were the ones taking the money from my account. I would just like someone from Telus to help me!
Now to add even more insult after another 45 mins on hold I was told by a Telus person they can't help me without and account number I asked for a supervisor and was mysteriously cut off in the transfer so once again over 2 hours on hold and I have gotten nowhere.
I hope someone from Telus actually reads these can offer me some help I beg for someone to reach out to me.
16 Replies
El-EricCommunity Manager
Hey TerryK - I am sad to see that you're having this issue. If you contacted me I would have a hard time finding the account that has your information saved as a pre-authorized payment method if all that you have is that it is happening.
What I recommend is to contact your bank and cancel the account immediately and speak to them that you did not set up pre-authorized payments. That will trigged in our system that we cannot draw the money out anymore so that customer will need to act to fix the issue. It's hard to say if they are even aware that they are not being billed for their services.
Then ask your bank to create a new account to do your normal banking with.
That's the easiest solution to this. If you do not have services with us, I don't know where we would place notes of the issue or if someone else found the account in question but I am happy to check for you. Pre-authorized payments are tricky because they are pre-authorized so they do carry the expectation that you are authorizing money being taken from your account but I want to see if there's anything I can do.
Please send me a private message
This is simple amazing How bad Telus is at this!!! You sent me the links to submit documents so I did on both your Facebook link sent back to me first asking if i had the account number associated to this (Wow) I send back no thats the problem you had taken the payment from my account for someone else which neither Telus or the Bank will share the name. I ask them to call me to explain. There response back to me is sorry you should call the support line which I have done neuromas times already as you all know with no help. I will share he responses here just so you all can see, because I can't make this stuff up. Can someone please call I desperate!!!
This is simple amazing How bad Telus is at this!!! You sent me the links to submit documents so I did on both your Facebook link sent back to me first asking if i had the account number associated to this (Wow) I send back no thats the problem you had taken the payment from my account for someone else which neither Telus or the Bank will share the name. I ask them to call me to explain. There response back to me is sorry you should call the support line which I have done neuromas times already as you all know with no help. I will share he responses here just so you all can see, because I can't make this stuff up. Can someone please call I desperate!!!
OMG, that is a different kettle of fish.
No, not an easy fix as you must prove it was not your charges. most credit companies frown on suggested errors 30 days after one is found. You appear to be saying since you do not use the service, you do not look at a bill sent to you until 9 months later. I may have misread.
Give you an example the hoops wife and I went through just last night. Went to download the card bill and noticed immediately there were 7 charges the day after cutoff. Called the hotline and we had to prove we were in BC and not Quebec where the charges were made all in one day, yesterday. Caught it right away, reported. But are we sure we did not make all those purchase. So far under investigation and I get to wait for a replacement card as that was the easy solution.
- I don’t have to prove because the name does not line with mine and the have nothing signed from me. I also have 6 other plans with Telus of my own. Royal Bank identified right away what Telus had as a name was not mine this is just a miss entered account number. Also the one person at Telus could see that too she just didn’t know how to fix it and told me she had no idea and said this was my problem, her supervisor said I had to clam fraud against this person they wouldn’t give me there name and sent me back to the Royal Bank which they then said Telus the one that takes the money so in essence they are the ones committing fraud because they have no documents with my signature on it to take money from my account.Terry
Hope you see my last post whats happened now
No Sir you are incorrect it is an account I never use I opened it just because It was needed to pay a WestJet card. I rarely use it that's why it was overlooked. this should be an easy fix I think someone just inserted the wrong number when they imputed the other persons account number, I just don't understand the run around. I believe it was just and impute error an easy fix right?
Terry
So I guess Telus really doesn't care unbelievable
- C_Fun
For privacy and security reasons, we’re unable to initiate outbound calls or access account details through public posts. In order to assist you further, please send TELUS_Support a private message either through our Facebook page or here. Once we receive your message, a member of our team can review your concern.
This is simple amazing How bad Telus is at this!!! You sent me the links to submit documents so I did on both your Facebook link sent back to me first asking if i had the account number associated to this (Wow) I send back no thats the problem you had taken the payment from my account for someone else which neither Telus or the Bank will share the name. I ask them to call me to explain. There response back to me is sorry you should call the support line which I have done neuromas times already as you all know with no help. I will share he responses here just so you all can see, because I can't make this stuff up. Can someone please call I desperate!!!
I have done my best to try and send this information to your link Telus_Support can you verify it was recieved
you have a written request to call me I don't have time to write out all the ********** I have done or all the time on hold please call me or send me a direct number and i will call
- C_Fun
Hi there, this is not the experience we want any of our customers to have. Please send TELUS_Support a private message with the details you do have (like the dates and amounts withdrawn, and the account number the payments came from), and we’ll do everything we can to investigate this.
You would think that would work, wouldn't you but in your most wonderful system. If you don't have an account number or phone number you can't do anything either with your incredible awful voice answering system which can't function without a phone # or account number same as sending a written response it would not allow through such frustration !!! please call me (removed phone number) Terry
