Connection fee

[Br99]

I tried to get two new phones on line and ended up going to the Telus store for them. Got bill and was charged a connection fee plus an extended warranty fee for both phones which was not mentioned at all. Service rep on line was able to cancel said extended warranty but says cannot waive connection fee without a
Note from the store rep??? Every mention about this the rep changed the subject and completely ignored my concern. I had planned on switching my internet but now a going to stay with Shaw/Rogers as a result of telus’s buckle and dime charges.

[A-B]

That's definitely not the experience we want our customers to have. I'll send you a private message to discuss further.

[Br99]

Got a message saying that my account needed to be verified?? Have replied to the private message and have had no further response from Telus re connection fees!! Obviously they find it easier to duck my question and hope I will give up and go away !! All kinds of we are so sorry for your experiences and gloss it over with rainbows and unicorns instead of waiving the connection fees that were charged for no reason to a long term customer !! What’s the answer straight up Telus???

[A-B]

Actually, our social media team handles multiple conversations throughout the day, so will get to you as quickly as possible.

[Br99 · Accepted solution]

Update:-Spent an hour on phone and they have agreed to waive fees which is good news as a long time customer. End of story!!

[tmp84]

I've been with Telus for a few years now and currently renewed my contract with them again and bought a new device. I went in-store and i was NOT told that thy were going to be charging me a $70 connection fee. Had i known this, i would have just gone back to FIDO as they offered me a better plan and said there would not be a connection fee. Is there anyway i can try to get this fee waived? It's quite ridiculous how they make the 'new plan' sound so good but they don't tell you about all those other charges beforehand. 

[TELUS_Support]

Hi @tmp84 - our agents in-store should have some power in waiving the activation fee already but since it's already been charged we can take a look.

We'll send you a private message

[tmp84]

Ok thank you so much. Where can i see this private message?