I am writing as a frustrated and loyal TELUS customer regarding a $280 charge applied to my account for alleged damage to a Bring-it-Back device I returned. This charge is unwarranted, as the device was in perfect condition when I shipped it back. It had been stored in a LifeProof case for the entirety of my ownership, ensuring it was protected from damage.
I have contacted TELUS support on three separate occasions to dispute this charge, yet I have received no meaningful assistance or resolution. To make matters worse, I am now being threatened with service disconnection for not paying this amount, despite having consistently paid my monthly service bill on time.
I understand that it’s my word against yours, as I did not take pictures of the device prior to shipping, given my positive experiences with this process in the past. However, I find it unacceptable that TELUS would impose this charge without providing clear evidence of the alleged damage or offering a proper avenue to resolve the dispute.
I request the following:
- Provide detailed proof of the alleged damage to the device, including photos and a specific explanation of the issues.
- Reassess the charge in light of the device’s condition and my history as a responsible customer.
- Escalate this matter to a higher-level support team for proper resolution.
I have been a loyal TELUS customer for over 20 years and I expect better treatment. This situation has caused significant stress and inconvenience, and I urge TELUS to address it promptly.
Please provide a response with next steps at your earliest convenience.
Thank you.
Frustrated101
