I’m writing with deep frustration about ongoing issues with my account, stemming from broken promises and a lack of resolution despite repeated efforts. On October 16, 2024, I was offered a $30/month plan to transfer two lines. The sales agent, Brenda C., assured me this would lead to savings. Despite initial hesitation due to past billing issues with Telus, I trusted your team again—unfortunately, this has caused nothing but frustration. Shortly after signing up, I discovered my plans were not $30/month but $70/month each—a 233% increase. I contacted your team immediately, and while I was promised a fix, nothing was done for 30 days. In November, when I called again to cancel, I was told Brenda had set up my account incorrectly and failed to apply credits. I was informed the $30 plan was no longer available but could switch to a $50 plan instead. I reluctantly agreed. In December, my bill still showed $70/month. Another call revealed a credit issue, and I was promised the correct amount would appear in the next billing cycle. It is now January 15, 2025, and the issue remains unresolved after 10+ calls and hours wasted. My Questions: Why are your team members allowed to sell plans that cannot be honored? Why has this issue persisted for 4 months without resolution? Who can I speak to for real, actionable help? How can I reach someone capable of resolving this efficiently? Please do not request my account details again. I’ve provided them numerous times, and I trust my account notes document this extensively. This situation is incredibly disappointing. I expected better from Telus. Please address this matter urgently. PLEASE HELP.
