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We need more information to process your order

Just Moved In
I ordered the google pixel on January 3rd and received an email with my order number and it said it was being processed but I could check the progress of my order anytime. I checked it this morning and it said wr need more information to process your order and to call or email webtelus right away. So I've called and waited only to be hung up on multiple times. I've left messages with no call backs. I emailed with no reply. I even tried sending a message to the telus Facebook page. I'm not getting any answers anywhere. I don't know what to do.

Community Power User
Community Power User

It is exceeding busy just now with the Christmas promotions. Have a bit of patience for a callback if you have left a message. Leaving multiple messages on different points of contact actually slows things, as folks have to confirm each message has not already been addressed.


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You're best to call the web orders number. Usually it means for fraud purposes they need to verify information which can only be done over the phone by the web orders team. Not always but if that's the case could save you some telephone tag.
Mobility Client Care Rep