Tuesday
Hi everyone,
I’m losing my mind over this and wondering if anyone else has experienced something similar. Here’s what happened:
About a week and a half, I switched from a corporate account to a personal account for my iPhone 15 and ported my number over to the new personal account.
The next day, my account was flagged as fraudulent and suspended for further investigation. I called customer service, and they told me to send a picture of two IDs to an email address : [email protected]. Even though it seemed sketchy to send my IDs to a random email, I did it.
The following day, I called customer service to follow up, and they told me I had two options: wait 5 business days for them to process it or go to a store and show my IDs to speed things up. So, I went to a store, showed my IDs, and the store rep said she added a note to my file. She told me to call customer service to have my line reactivated.
When I called back, customer service confirmed everything was in order, and my account access was restored—for 3 days.
Yesterday, my network was blocked again. I called customer service, and they said my account had been flagged as fraudulent again and told me to resend the same pictures of my IDs to the same [email protected] email address. I explained that I had already done this and gone to the store, but they told me to redo everything and wait another 5 business days.
To make things worse, I’ve thought about switching to another provider as this is overall a very bad experience, but I’ve been told that because my number was flagged as fraudulent, it can no longer be ported to another carrier. This is a number I’ve had for over 5 years, and I don’t want to lose it.
At this point, I feel like I’m stuck in a loop. Has anyone dealt with something like this? How did you get it resolved? I’m frustrated and not sure what else to do. Any advice would be greatly appreciated! Thanks!
Wednesday
We’re truly sorry to hear about the frustrating experience. To ensure we can assist you more effectively, please send us a private message and we'll see how we can help.
If our reply resolved your issue, please click on Accept as Solution to help others in the community.
Wednesday
no your not sorry. Your support is getting worse, not better. In fact, telus has no support.
Wednesday
I sent you a DM.
yesterday
Thanks, we replied to it.
If our reply resolved your issue, please click on Accept as Solution to help others in the community.
Wednesday
I've been dealing with telus "support" too. I haven't had coverage in my home for almost 6 months and trying to get a tech to look at the issue is like pulling teeth. In fact, even trying to talk to a real person is like pulling teeth. I've wasted countless hours on the phone. As far as I'm concerned, telus can go **bleep** themselves. I've been with telus since 2017 and I'm looking for another provider. The company is total wonderful.