Absolutely no support

[Marad]

So Telus gave me a deal which included a new phone. Pretty sure it’s not a scam, but time will tell. 
The phone arrived Friday Mar 14 but it was the wrong one. A Telus rep called me to rectify the situation and sent a label to return the phone I had received, which I did that same day. He also told me my correct phone would arrive the next day. It did not. And now it’s Wednesday and still no phone. 

I had a direct number to this guy, but I’ve been calling since Saturday, and no response. Of course, I can’t reach anyone else on the phone, and the bots just have me going in circles. 

I am so frustrated. Does anyone know how to connect with an actual human?

[WestCoasterBC]

What phone did you receive? What number did they give you? The shipping label return address was to where?

[Marad]

Hi,

The phone received was an iPhone 16 Pink. Should have received an iPhone 16 Pro Max.

Can’t remember where the return was going. I think Toronto.

The order number is TD2343213

Sent from my iPad :cyclone:

[Nighthawk · Accepted solution]

That sounds like a rather common scam where a scammer pretends to be Telus, sends you an email and gets you to reset your password and then they have full access to your account. They order the wrong phone on purpose and then have you ship it back to some random home address in the GTA. 

Are you 100% certain it was Telus you were talking to? What phone number did they call you from? It's not normal for a sales rep to have a direct number. Did you receive an email asking you to reset your password? Did they send you a confirmation email when the phone was ordered? Did it have the correct account information and device ordered? Did it have an email address that ended in @ telus.com? If you look up the return address you received in Google Maps, does it go to some random house or a known Telus commercial/warehouse location?

Bare minimum, log in to your Telus account and change your password. Check to see if any other information has been changed like mailing addresses, email, etc. Call Telus at 1-866-558-2273, which is the official number listed on their website. You may also need to create a police report if it was a scammer. You may also be on the hook for the cost of the phone as well.

[Syaoran]

Definitely agree that fits one of the many common scams.  What really stood out to me, is that Telus again reached out to them about sending the wrong device.  That wouldn't come from a normal CSR and certainly not that fast.  In most cases, the customer calls Telus to say they got the wrong device and the steps start to process a return and the device would need to be reordered. 

[Marad]

Thanks so much for the info. Will work on this today.