Reach out to them via their social media channel on twitter @TelusSupport It usually garners a faster response.
@Pskippy-- I've never used any other mobility service, but people I know on Rogers do get faster customer service than do Telus customers, but the reps are not better informed. CS reps can't know everything, that's expecting too much from a human; doctors don't even know everything. It's best for all customers to put a little effort into their inquiry before they inquire, and then make their inquiry clear. I dealt with a mobility tax issue last year by email, and the rep had no idea which items had tax and which did not, so I told him, and then showed him how the taxes on my account were incorrect. It took him a few days to get back to me on it, but after he talked to his managers, or whoever, and understood I was correct, everything was fixed. I understand customers can't know advanced technical issues, but for many other issues, customers can know, without using witchcraft, and should say so if they do know, politely, obviously.
They all go through their phases when it comes to loyalty and promotions. I took 6 lines away from Rogers years ago because they basically told me my grandfathered plan was coming to an end and that my plan price would almost triple. That wasn't acceptable and they wouldn't offer me anything I felt was reasonable for 15 years of loyalty. I contacted Telus, explained my situation and that I was looking for a fair deal to bring 6 lines over as the contracts came close to expiring. Now though, loyalty promotions don't seem to come as easily and they are holding firm on their less than great offers and promotions. I definitely agree though that the service is better. I had no service in my apartment on Rogers but get 3-4 bars with ease on Telus.
Because there is basically little choice in Canada, these greedy companies are starting to realize that Canadian's have such little choice, that standing their ground will not lose them enough customers to care. The only time they are really good with their promotions and loyalty plans is when they want to maintain and improve their subscriber numbers.
As I read your phone not picked by any Telus customer care person.
Sometimes you know they have too many calls at that time they are too busy to resolve problems of persons like you.
you can go to use their social media handle like twitter telus Support . They will give you resolution theirs as soon as possible.
Hope this will help you.