I have been dealing with an issue that has been insanely circular where I am not getting any resolve. I am on my fifth tech and still no progress; little to no communication. Here's the issue:
- I decide to use my own personal cell phone device under an employer's plan.
- When I left the employer I took my cell phone with me.
- I didn't touch my phone for several months and now when I am looking to activate it under a new plan I am being told that the phone has been flagged as lost.
- According to the support techs I have been dealing with, when I popped my employer's SIM card into my personal phone the "ownership" of my phone automatically goes to the previous employer due to some secondary terms and conditions (????).
- To complicate matters I bought this phone second hand so I don't have "proof of purchase".
- I am being told that they are trying to get a hold of my previous employer to see why they flagged it as lost.
- Been a week and I always start from scratch because no one knows how to get a hold of the previous call taker that supported my file.
How does this make sense? Under what authority does Telus take away my ownership of a device and give it to another simply based on seeing the IMEI register with the employer's SIM card.
How do I escalate this so the right people address this rather than following policy and procedures that can't handle my situation?
