After numerous calls from Telus to return my mobility services I decided I was going to do that. In My Telus they provided an offer that was hard to pass and I used the online tool to apply and selected to bring back my device. The tool did not allow multiple entries and I had to use it 5 times for 5 phones. Order email and an account were created within minutes but each application created a new account.
Four orders were processed without any issues, the fifth was stuck in order received with no update and no account created. After my first call the status was changes to additional info needed.
Seven hours of calls and two representatives could not resolve the issue and I was told that due to multiple accounts they need their backend team to validate that all accounts are in my name with 24–48-hour ETA. Their office is only open on weekdays so no updates until next week at best. Process for activation was already started with my current mobility provider for 4 phones. I asked to speak to a supervisor and retention services but they were either in a meeting or not available.
At the moment all of our services are with Telus and we will be reviewing if we want to remain with them after these issues. Extremely frustrated and reviewing my other options, I will call my current provided and stop the activation and review their home services.
