Forum Discussion
disappointing customer support
I spoke to an agent today as I had paid more than intended on my bill, because the CC payment screen does not ask for any confirmation and autofills the payment amount. He assured me a reversal was not a problem. Because of an issue with my banking I had to call my bank to allow the reversal -- after doing so, I was then told the refund could not be issued after all because 'the money was money that was due to Telus"
I spent 2 hours on the phone with Telus and my bank sorting this out. Your agents need to be trained better -- both to provide accurate information, and to properly take care of clients. If I'd been told right away that it wasn't possible I would have been disappointed but understanding. After wasting 2 hours of my time going back and forth, the right thing to do was override policies and take care of your client.
7 Replies
Ha, I had forgotten it was a lot more time than that. Away from files, now abroad, and unable to retrieve VM messages online. Great job, Telus!
After 7 months, Telus finally ported our second number after at least 80 hrs on at least 30 occasions spent waiting for an agent, speaking to numerous agents (and supposed executives) who promised to accomplish the port but did not, and did not call back, and finally blaming Shaw which actually gave us several months free service (no phone, but reactivated the line and didn't charge) to give Telus time to do the port. Port was finally accomplished yesterday after it was discovered that the technician had incorrectly connected the line months ago. It announces the wrong identity, so I went online to change that, and it is not possible. Nothing happens at all, the screen indicator just keeps spinning indefinitely. Multiple attempts to get messages fail because they expect a password where none has ever been set. You can supposedly change to your phone # to change to a PIN. That did not work 2 or 3 times (says try again later). Finally able to get messages and nearly all 19 of them are Telus calling the number to announce that it cannot be ported because it is not in service (so why would anyone be able to leave a message? They wouldn't). While wading in frustration through all of these obstacles, I get my first call on my line in over 7 months. Of course, it is a scammer claiming to be Telus offering me a Senior Discount (but not knowing how to pronounce my former address or knowing the street address). But hey, maybe these hackers could actually competently manage Telus' customer service! Just appalled at this company, and ready to cut the cable entirely.
TELUS_SupportOfficial Support Team
Hi Telussux - Without knowing the situation, it sounds like the account was cancelled before we were able to port your number and that was the issue until you were able to re-establish the account.
With that being said, we do want to make sure that you are taken care of and that you are not experiencing issues. Please let us know by sending us a private message if you need anything
After more than 5 months, about 30 hours of calling and being promised the issue would be resolved "in three days" and multiple complaints to CRTC, we finally got our phone back. Wish we'd never switched.
I’ve overpaid before and it’s not an issue. You just get credit on the overpayment and pay less on next month’s bill. I certainly wouldn’t waste my time trying to call them.
If you paid more than you intended to and are on a tight budget, then unfortunately it *is* an issue, especially when you're paying for two phones.
Either way, not the issue I'm complaining about -- my issue is the customer service aspect where I was told one thing by Telus, spent an hour dealing with my bank because of what I was told, then spent another half hour on the phone to be told by Telus they couldn't actually do the thing.
- TELUS_Support
Definitely not the experience we want our customers to have, and we thank you for sharing this feedback so we can pass it along.
