Where is my phone?

[cindy_t]

I did an online device trade in with Telus back in December 2023. According to Telus Device Trade-in instructions, I should get notified by SMS when they have received and assessed my device but I didn’t receive anything from them at all. I started to worry about my device that I shipped because it has been more than 5 weeks and the status has not changed on my account since December 5, 2023.

Here are the details

• I shipped my device on December 4, 2023
• Based on the Canada Post Tracking, my parcel was delivered to Mobile Klinik on December 7, 2023. I even saw the signature of the recipient.
  • Tracking Number: mod edit
  • CanadaPost Tracking URL: mod edit

• I have contacted Telus Customer Support on January 4, 2024. The customer representative told me that they are not able to help. They said I need to contact Mobile Klinik directly. They gave me the email and asked me to send a private email to them for follow up. Here is the email I was provided:
  • support@telustradein.com

• I emailed Telus Trade-in support to inquire about my device trade-in status
  • 1st email on January 4, 2024.
  • Since I didn’t receive any reply from them. I sent a 2nd email on January 9, 2024

I can’t get a hold of anyone, so I have no clue about the real status of my device. I can’t even complain because I can’t reach anyone from Telus and now I don’t even have the option to bring my old device somewhere else to trade-in because Telus already has it. This whole thing feels like a scam. What do I do?? How long does this process ACTUALLY take?

[A-B]

Hello. Just following up on this. Have you received any updates regarding this phone yet?

[cindy_t]

Hello. Unfortunately, I still haven’t received any updates regarding the phone yet.

[A-B]

Alright, I'll send you a private message to discuss next steps, thanks.

[MDRS]

Hello, I am having this same issue and wanted to reach out in case you might be able to assist. I traded in my old phone as part of a webstore order and shipped off the old phone via the Canada Post shipping label Telus provided back at the beginning of April. The Canada Post tracking shows that is was received by Canada Post and then transited through Toronto and then their have been no updates to the tracking since the beginning of April. I have called Telus multiple times to raise this issue and have still yet to receive my credit for my trade in after more than 2 months since I sent it off via the shipping label Telus provided. I tried contacting Canada post and they said since Telus created the shipping label it is Telus that must contact them to put a trace on it and/or make a claim under the parcel insurance. Any assistance you might be able to provide on this issue would be greatly appreciated. Thanks

[TELUS_Support]

Hi there,  I'll send you a private message so I can get access to your account. 

[Krisblythe]

Did this get resolved because mine hasn't and still nothing?

[A-B]

Have you spoken with our Mobility team about this?

[Krisblythe]

Yes and they couldn't help sent me a link to email but I never got a response.

[A-B]

I'll send you a private message to discuss further.