Bring It Back Program and Telus is so untrustworthy

[bailx13]

So my term was up, usually I go in store to do the bring it back but I’ve done it a good few times now so I figured I’d save myself time and do it online.
Never. Again.
I got the text saying my phones been accepted so look out for a credit, great! I knew it would be, it was in mint shape, even took time/date stamped pictures just to have as proof it went out PERFECTLY fine.
Then of course, I get my bill.
$800, they’re charging me for the full bring it back balance of the phone saying it was damaged. Trying to get answers from anyone is next to impossible, and now apparently it’s being investigated and when I asked for proof of the alleged damage OR who can I send proof to that the phone was in fact not damaged like they’re saying, I get told there’s no email I can send it to.
It’s incredibly frustrating because I’ve been with them almost 10 years and it’s not like I tried to send a phone back and was hoping for the best, I KNEW there was nothing wrong with it.
Has anyone dealt with anything like this? What did you do? Because no one seems to be helping me and I’m ready to take this public.
I will no doubt be switching providers.

[bailx13]

Also just figured out my phone got sent to Mobile Klinik I’m assuming they’re the ones who assessed it not even Telus themselves? Might have to just reach out to them directly.

[TELUS_Support]

Hi @bailx13 I'll send you a message

- Eric

[bailx13]

Your message was no help. I have been on the phone with Telus all week, also one of your representatives was supposed to call me back today and surprise, they didn’t

[SMJREA]

Bring it back is 100% a scam. I have 3 business lines - they sent a single text message to my employees line. Did not email me, did not leave voicemail, did not send a letter and now they will not let me "bring it back" and are charging me $900 for an outdated, 3 year old phone that trades for a couple hundred max on marketplace. What a joke. I just signed up on a new promotion with them and will be cancelling all of my lines and switching immediately. I will never do business with such a crooked company again.

[TELUS_Support]

Hello. We're here to help. Please feel free to send us a private message and we can discuss further, thanks.

[SMJREA]

I have a business plan with 3 lines. One of the phones, which I don't use, is on the bring it back program. It's due to go back - or was in July.

I was not notified about this after 3 years. I cannot find a single email, text message or phone call advising me that my contract was nearing it's end etc.

Apparently, after talking to support, a text message was sent - to that phone! That's an employee phone. It's unbelievable to me that account information would be sent to any other phone other than the phone of the Primary account holder (me). It's unprofessional for a start.

I believe I should have every right to still bring that phone back.

Now, after reading all of the complaints about people who HAVE brought their phones back - I'm also concerned that once I do bring it back - I'll be given a very poor value for it.

It's a frustrating situation. I was not expecting and nor can my business afford, a $900 bill for this phone right now and I also don't believe that we've been dealt with fairly

Sean James

Managing Director

Rearden Mining Consultants

www.reardenmining.com

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[TELUS_Support]

Hello. We've edited your post as the signature contained private information. Please do feel free to send us a private message if you'd like to discuss this further!

[SMJREA]

I'm clicking on the "reply" link in your email.

If I'm supposed to private message - why not provide an easy and obvious way to do that?

[TELUS_Support]

In the top right corner next to your round profile pic you'll see a little envelope icon. Click on that, and on the next screen (your Inbox) there's a small purple icon near the middle of the screen. Click on that, enter 'TELUS_Support' in the 'Send to' field, give it a subject like an email and then compose your message and send it off.

[bailx13]

head office ended up reaching out to me and after about a month i got it resolved but it was a nightmare, I’ll never mail my phone back to them EVER again 

[Hmp074]

I had this happen. Its disheartening, especially since mine only had a small crack on the back that apparently costed me $500. I have no proof that there was more damage on it that they were claiming, which I know there wasn't and the fact that we have no option to keep the phone we just paid $500 for. So I obviously will never do a “bring it back” program again, and I should have just kept the phone in the first place if I knew, in the end, I would be paying to keep nothing. 

[Graciousxx]

This almost exactly happened to me just now. My phone was mint and I have to pay the full amount now and I am livid. I tried to resolve it via the chat but all they did was gaslight me and call me a liar by saying it wasn’t in the condition I said it was in via the estimator tool and then disconnected the chat before I could even respond. Completely unprofessional and rude. My husband and I have two mobile phones and a home phone with them and while I cannot cancel my plan now because I already have a brand new phone, I will be cancelling my home phone and my husband’s renewal is in 2 months and needless to say we will not be renewing. This program and obviously company is a complete scam and highly unethical and I will be telling every single person I know not to do it and reporting this to the CCTS. 

[TELUS_Support]

If you’d like us to review the situation further, please send us a direct message with your details, and we’ll do our best to help.