Having a horrible experience with loyalty/retention department.

[BGraves87]

I’ve recently had multiple issues with Telus regarding my home internet/piktv. 

Over two weeks ago I accepted a loyalty plan with Telus as my two year promotional plan for home internet/piktv was due to expire at the start of December 2024. The first issue was that the agent who sold me the plan did not put in for a cancellation of my initial contract.

I had a bad feeling that she had rushed me through so I phoned back within the week to verify the changes and was told nothing was cancelled and instead I would have two internet plans at the same house. The agent I spoke to this time assured me he rectified the issue and that my new plan would start without issue as my old plan expired; this took over an hour on the phone during which time he had to report the previous agent. 

Fast forward to yesterday and I get an e-mail about my upcoming bill; it’s magically gone from $93 to $170 due to unexplained “additional charges” and presents as “overdue” on the Telus app. So I reach out first to the virtual agent then a phone agent, only to be told by both that I’m on a “month to month” contract now, despite the mytelus app containing what is supposed to be my new service agreement. 

So I call again today seeking a resolution, only to be placed on hold for 1.25 hours and be told a “supervisor” would call me back within the hour because this agent also only sees my “month to month” contract (then proceeds to try to upsell me on a new contract); it’s now been nearly 2 hours with no call back. 

At this point I can only figure that the agent I spent that one hour call with did not actually swap my plan correctly, again, and now I’m left with ever-escalating bills and ridiculous call times trying to sort this out.

It’s a shame because the technician who came to my house last Sunday was very friendly and deserves to work for a better organization.

Please advise on how to proceed.

[BGraves87]

Follow-up: this morning I awoke to being signed up to a new contract for home internet and tv, something I had never discussed with Telus! Then at 4pm, all my home services were cancelled, leaving me with no internet or access to my account on the myTelus app. So I call in, and am told my concern will be, yet again, “escalated.” The saga continues! 

[BGraves87]

Oh and I also found out the initial agent who sold me the plan sold me a plan that existing customers don’t qualify for. This was also not rectified by the agent who I spoke to for a hour a few days later (who said I’d still get the deal) and who sent a technician to my home.

[TELUS_Support]

Hi there, our apologies for this experience. Do you still require assistance with this?

[BGraves87]

I was told yesterday that I’d receive a call back in 24-48 hours, yet again. Im

still without internet and have filed a complaint with the CCTS. If there is any way you can actually help vs put in line for another long hold/phone call, that’d be great. 

[TELUS_Support]

We will send you a private message. 

[Clare1977]

I have been without internet and been on the phone multiple times to no avail since they installed my services Friday,  it will not connect,  has yet to since installation.  I have spent over 6 hours on multiple calls,  all ending in the promise of escalation and a call back that never comes.  I even went into the Telus store Saturday and waited an hour to have them also tell me I have to wait on a call back.  So I again phoned today and there is still no date or technician scheduled to come to my home.  What if I had had a smart furnace or work from home,  either way I believe I would endure the same loop and run around.  This entire experience has left me very upset,  I have asked them to remove the equipment,  guess what that also takes a tech to come,  which they also informed me is a fee (possibly refundable) of $175 to have them come out,  to fix a service that has yet to work.

[TELUS_Support]

Hi there, we will send you a private message.

[Clare1977]

You have yet to send me a private message,  you sent me a verification link.  I haven’t heard from anyone and still haven’t had internet in my home since the past Friday when you installed it.  I have also filed a complaint with the CCTS.  This is ridiculous and I do not need to spend each and every day on the phone chasing you down for minimal 60 minutes to get off the line with no answers or internet once again.

[BGraves87]

We are also having work from home issues. An online agent from this forum reportedly “updated” my escalation but I still have yet to hear from someone. Starting to feel like I'll have both Roger’s Shaw home internet and mobile by the end of the week. As a shareholder and human being, I’m very disappointed. 

[BGraves87]

Currently working with an exceptionally kind man named Darryl from escalations. High hopes. The beta is to file a CCTS quickly. 

[TELUS_Support]

We’re glad to hear Darryl is providing you with exceptional support, and we’re hopeful for a positive resolution.

[BGraves87]

I’m happy to say that Darryl and I have reached a great and swift resolution of my issue. Many thanks! That man deserves a raise.