Additional charges for phones returned through trade back program

[DTL]

I recently sent two phones back to the 'trade-it-back' program. Both phones were returned in working order with no scratches.  However, lines show an additional charge after Telus's review of the phones.  I called Telus to get pictures of the damages and was told to contact [email protected].   Its crazy to think Telus can charge your account without any details of the assessment provided to the customer. 

Still haven't heard back..  Telus is there a phone number for customers to contact this team directly?

I would like to dispute these charges and request that you send me pictures of any damages so I can compare them.

[DTL]

I just returned two phones and am going through the same thing.  Both phones had no issues and they are charging me saying there are scratches in the screen. Stay away from the Bring It Back program & telus.

[TELUS_Support]

There is likely a bit of a backlog as November/December is generally the busiest time of year. Hyla is our device assessment partner and that email address is the only contact info we have available to share for them. General response time is up to 10 business days but please give a little bit of extra time for the holiday season.