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What I did after a few frustrating weeks was I used Text Messenger, explaining how long it takes to get through on phone. Then explained my problem. I received a quick response and my problem was fixed. Failing that, there is a form you can fill out to escalate your problem. I can't remember how I found the form, but google it. Hope this helps.
They are only aggressive when getting customers to subscribe. Once you're a subscriber frustration sets in. The Chat feature is only a come on. Besides the wait times they will only direct you to a contact number for support and then another wait time is on the horizon. What a frustrating experience to be a Telus subscriber.
I chatted with one on the computer.. then it disconnected when i tried to access my bill to answer a question. never heard back from them even though they had my phone number. Telus is literally making me lose my mind.
See that would be great except for the fact your agents can't help with Web orders.. Well except for the web orders department who you can
1) Email (4-5 day wait)
2) LEave a voicemail (2 day wait)
3) Stay on the line and hope and prey (currently 1hr15m)
All because Canada post lost my order and for some g*d forsaken reason No one at telus but the Web order team can open an investigation with Canada post
I have been on hold for 1 hour and 39 minutes now and still counting. I have been taking screen shots of my phone just to report the final time later. This is ridiculous considering I came to Telus for professional service.
Were you not given an option for a callback? I had to call the other day and was given that option and had a callback in less than half an hour. I've been with telus six months and each of the 3 times I've called I was given that option.