Spam Calls from Fake Telus Customer Loyalty Dept

[KAR1785]

Hello

As everyone at Telus is probably aware,  there is a prevalent scam involving people calling up customers and pretending to be from Telus Customer Loyalty. The RCMP have issued warnings about this scam. The scam callers usually tell you that they can save you 40% in your cell phone bill. My wife and I have both received calls several times. We just ask who they are trying to reach, and that usually ends the call. On one occasion, the person said "you." ..lol. At any rate, these people are very clever and I fear for Telus customers being taken in by this scam.

Here is my biggest concern. Telus is fully aware that this is a persistent and ongoing scam, and that fake callers are pretending to be Telus reps. Yet despite this knowledge, Telus has not taken action. Telus emails a mobility bill to its customers each month. How hard would it be to include a message with that bill advising people of the scam?

It could be simple and brief, and bring attention to this "specific" scam, and note that people should not give their name or account number or any personal information to anyone calling, and note that anyone who calls and is from Telus would already know your name and account number. 

My question. Is there a reason Telus is not acting on this with a notification to customers on their mobility bill.

[TELUS_Support]

This has been an ongoing issue that impacts almost any large business for a long time, and we always encourage our customers to be vigilant online (in any regard) and not share private information. Our team is always working on reporting, and preventing these fraudulent/nuisance calls as much as possible, so the point of no action being taken is unfortunately not the case.

Further to that, we have pages on our website such as this: https://www.telus.com/en/about/security/phishing-spam not to mention countless mentions on this very community, as well as on our social media channels, telling our customers to always be careful. Our bill messaging usually pertains to specific events and important notifications, rather than mentions of an issue that has been present for a long time.

Feel free to check in with us anytime you'd like to verify the authenticity of any calls or messages you may receive!

[KAR1785]

When I noted that you were not taking action I meant specific action on this issue that would involve notifying your customers. I am sure you are addressing scams in general. I appreciate that this would be an area of concern for Telus.

Where I find a disconnect is that  that the RCMP has issued a warning "specifically" about this issue, yet you note that messages on Telus billing are reserved for "important" notifications. The RCMP clearly thinks it is  important to keep the public informed of this "specific" scam. One would think that it would be the RCMP that would not  have the time and resources to address this, and that Telus would be the leader in communications on this specific scam. After all, the target of this scam is Telus customers and you can reach all of your customer base through billing messages. Whereas the RCMP can only hope that as many people as possible get the message.

Anyway, thanks for answering my question and I hope you may revisit this  specific matter if things persist. Have a great day!

[TELUS_Support]

Thanks for your time and understanding, yes, our team is always working on this situation and we appreciate your feedback.