We had home services with Telus for a few years in Alberta. After moving abroad in the fall, we noticed that we hadn't yet cancelled our Internet services. We called to cancel services and the agent was very friendly and mentioned we needed to pay a $50 cancellation fee and ensure our Wi-Fi router was returned. I thought that was a pretty fair deal. The person who took over my old unit has Telus Internet installed at the same house where they sent the old router back with the install tech. I assumed the whole issue had been resolved and finished up.
We received a charge for $209.95 direct from our bank account. After contacting customer support they transferred me around a bit, but the team member I spoke to assured me that this would be taken care of and I'd be refunded in 5 business days.
A week and a half passed without a refund so I called back. After getting bounced around again, I made it to the collection team that said they would not be providing a direct refund to the bank but would be sending a cheque in the mail in 1-2 months. Despite reiterating that I am not in the country, and will not be for some time, they insisted this was the only way.
I ask why Telus has the technology to pull $210 from my bank account (in error), but does not have the technology to refund me in the same way?
If this is 100% true and there are no exceptions made, I would like to know if there's somewhere I can go to lodge a complaint about this process.
When I returned to Canada I was hoping to sign up services with Telus once again, but this run around has seriously had me reconsidering.
