Hello,
Does anyone know how I can email or call a senior manager on a EPP upgrade nightmare. I sent an email to their management team but never heard back from them. On Nov 29, 2024 I went through the online EPP webstore and upgraded 2 lines. One phone came as expected but the second one was sent to the wrong address. Telus originally told me they contacted Purolator and changed the address but I would have to wait until at least middle of January to receive my device as they sent it to Newfoundland not British Columbia where I live. Now they tell me that it won’t be coming to my address after all but is being returned to the Telus warehouse in Calgary, then it will be sent to me with no tea. To add insult to injury I have to return my bring it back phone by Jan 10 or they will charge my credit card $360 and if that happens I won’t be able to return the phone at a later date. They don’t seem to care that I don’t have my new phone and if I return the old one I won’t have a device to use. I’ve spend over 17 hours on hold and over 8 hours speaking to various agents and was only permitted once to speak to a supervisor which basically said there is nothing he can do. The supervisor admitted that this was they’re mistake but he is restricted by policy on what he can do. I called TELUS again today to speak to a supervisor but as usual was told one wasn’t available. I requested that since they can’t resolve this issue I was to to cancel my line and they refused.
To say this has been frustrating is an understatement. I’ve been a Telus customer for over 40 years and have multiple accounts with mobility, optik, internet etc. This is the way they treat a loyal customer! Any guidance or assistance from someone would be greatly appreciated.
