We had similar issues with CS agents making promises that caused us to cancel our previous provider. After we had set the cancellation in progress, we were further informed by another agent that the first agent did not have the authority to offer us what he did. This started a long multi-phone dialogue process (during which I sat on hold for lengthy periods) over a number of weeks, trying to get Telus to honour the initial promise, which they finally did but it was worse than pulling teeth. As I intimated in a separate post, Telus has failed so many times at every facet of their service, that could I have, I would have walked away a long time ago. I am currently dealing with them over three (different) issues that they have repeatedly given false promises on (and each time, I sit on the phone for lengthy periods just waiting to speak to a real person). Amateur hour at its best.
