Forum Discussion
How to elevate service issue?
Since October I have been dealing with issues related to phone services and billing issues. I have had 3 on-site visits, have spent over 28 hours in total on the phone with support and Loyalty team members, had my phone number disconnected, had my phone service cut off twice for at least 5 days each time, had my voice messaging system disconnected 3 or 4 times, and have had the wrong charges for services on 2 different accounts. On at least 4 or 5 times I was told that a ticket had been created to correct my issue. When following up on each one, I was told once that no ticket had even been created, and several times have been told that the ticket was "closed" when I called back a week or two later to follow up. The current ticket has been outstanding for almost a month, and several times was told that it would be resolved in a day or two. Received a call today, saying they were still working on it and that it would be another week and "thank you for your patience"... I have no patience left.... HELP
5 Replies
Issue was resolved in one day.... But only because I messaged upper management and had an incredible support experience from a rep named Patience. Months and months and finally found someone who took ownership of the issue and followed up until resolved
Hello,
I started reading your post thinking I was reading my own experience. I feel your pain and sorry to hear of this horrible experience. I’m at the end of my rope and hoping you can share the contact info you used for messaging upper management. This is beyond frustrating and I can’t even physically go to a Telus business where I live as the all are mobile phone dealers only. ‘They can’t help with my home services’.
Thank you and I was happy to read your issues have finally been resolved.
TELUS_SupportOfficial Support Team
We've replied to your other post and sent you a private message to discuss further already, thanks.
- TELUS_Support
Glad to hear it was taken care of! Very much appreciate your patience throughout this.
- TELUS_Support
Hello MFortGarry, we're sorry to learn about your service issue and we'll do our best to assist you. We'll need to send you a private message in order to have more information regarding your TELUS account. Thanks for your time and patience !
