Hello.
My wife recently received her permanent residency in Canada. I thought for Christmas it would be nice to get her a new phone and a cellphone plan.
I went to a Telus Connect store in Surrey, BC and said I wanted to add my wife to my Telus plan and get her a new phone. I was advised that it would be a better deal to create her a new plan and she would have no issue qualifying for it. We got her a phone and a contract, she provided several forms of ID and proof of address in store.
We left the store and went home and found that we couldn't get any service... I checked her email and saw that her account had been suspended and was set to be cancelled on the 23rd of December and we would be charged the full cost of the phone, it did not provide a reason as to why.
The next day I called Telus support, waited 45 minutes on hold and was advised that her account had been suspended as it was flagged as being made fraudulently, it obviously wasn't. I was told to call the Telus Fraud number and leave them a voicemail, I did. I also called the sales person from the Telus Connect Store, she tried to help but was advised she couldn't as only the account holder can.
A few days later I received a voicemail from Telus Fraud stating we needed to email some proof of ID and address to their email address. I sent the email with a scan of my wife's passport, her Canadian Permanent Residency Confirmation and a Credit Card bill.
I didn't hear anything back... I was then contacted by the sale person from the Telus Connect store that they didn't accept the Credit Card bill as proof of address, this in spite of Telus directly asking for a Credit Card bill, we also used a Credit Card Bill from the same Credit Card as proof of address for my wife's Permanent Residency application which was accepted.
Now it's December 30 and I still haven't heard anything back. I'm currently on a one hour hold with Telus waiting to speak to someone. I cannot believe how awful this service has been and how much of a lack of communication has existed. Telus has made it very clear that they do not value business from newcomers to Canada. They have also shown that they don't seem to have a set policy for what ID is needed to open an account as this seemingly changes from person to person that we speak to at Telus, they also somehow require more proof of identity than the Canadian Government required for her to become a permanent resident.
Thank-you Telus for ruining my Christmas present to my wife, making her feel not welcome in the country she now calls home as a permanent resident and providing the worst customer service I have ever experienced.
- Tim
