Forum Discussion
Bizarre Customer Service Experience
Today I logged into my online account to pay for my prepaid Telus account using a card. I entered my new card details, clicked confirm ONCE, and I was charged twice. I got in contact with an agent (v...
TELUS_Support
Official Support Team
Official Support TeamWe apologize for the experience you've described. This is not reflective of the standard of service we strive to provide. We would like to investigate this situation further and ensure that appropriate actions are taken. Please send us a private message and provide us with any additional details such as the date and time of your calls.
- Hi,Thanks for replying.The call took place yesterday, August 12th, at about 2:20pm ATL, (1:20pm EST.).The second callback with the baby crying happened at about 2:27pm ATL.I've had a prepaid account with Telus for at least a few years. I usually have it set to auto renew. This week, it did not go through on my card on file, so I logged in to add a different card. Once I clicked confirm, which I only did once, I was charged twice. My main reason for contacting was to find out why it charged it twice, I'm on a strict budget these days and didn't want to pay for two months at once. None of my questions were ever answered, and nothing was ever explained to me. The agent just kept repeating that I don't know how to speak properly and it's not his fault I make mistakes. Not sure what mistake I made, he never explained to me why it charged my card twice in the first place. Towards the end of the call when he snapped at me, I decided it was going nowhere and I ended the call. My second callback request, I was connected to the crying baby recording.I did end up speaking with a different agent, but I'm still not sure why, when I added my new credit card, that it charged me twice. He was more stable and professional, but i still don[t know what happened.Thank you for looking into this.Kristin Huskins
