Telus Promotion was just a JOKE

[telususer1994]

Since November 25, my girlfriend and I have been strung along by Telus for an entire week. We visited the Telus store at UBC on Monday to ask about Black Friday deals. The staff recommended what they called "the best deal ever"— which now was a JOKE. We spent two hours transferring our mobile plans from Fido and Koodo to Telus and signed up for this plan. However, the next day, the bill we received was COMPLETELY DIFFERENT from what was promised—it charged us significantly more. What followed was even more dramatic—or perhaps tragic. The manager, Lucas, with his condescending attitude, kept redoing our contract, but failed every time. My gf had to go to the UBC store almost every day throughout the week, while my inbox was flooded with different bills—none of which matched the plan we signed up for.

We tried our best to understand the staff’s efforts, remaining patient and friendly, hoping the issue could be resolved. However, Lucas just displayed an attitude of, "I’m busy, take the current outcome or a cancellation." To make matters worse, he eventually hung up on me when I called to seek clarification. In the end, we were utterly exhausted and had no choice but to accept a different contract. I am deeply, deeply disappointed in Telus and manager Lucas. We should never have been treated so poorly. What’s truly ridiculous is that, as customers, we were completely powerless in this situation. All I can do is share my experience here in the hope of warning others to avoid going through the same frustration. @telus 

[TELUS_Support]

We're truly sorry to hear about this frustrating experience. This is not the level of service we strive to provide. If you still require assistance, send us a private message with your account details so we can review and see how we can help. 

[telususer1994]

So far, it appears they have finally corrected my plan, and I expect the credits Lucas promised to be reflected directly on my bill. However, Lucas's handling of the situation and his attitude toward us have been both disrespectful and unacceptable. I have scheduled an appointment with him through his staff for Wednesday, and I expect a sincere apology. Failing that, I will proceed with filing a formal complaint with the Customer Protection of Canada.

[Rocky3]

did you get a printout of the contract you agreed to the day you signed up? should be no problem then if it reads what was promised.

[telususer1994]

We couldn’t get the contract on the first day we were offered that deal due to the Telus system glitch, at least that’s what staff told us. We waited there for roughly 2 hours but they still couldn’t fix it, we were suggested to go home and had their words that the plan would work tomorrow. 🙃

[Rocky3]

OK, did you sign a contract or were you recorded as saying you accept. I had one of those promo phone calls and only because I was long time customer did they believe me and cancel it when the promise was not the actual. 

I was recently called with a promo on cell cost, I said no, went online and found it to be true, so I applied and saved abot $20 a month with more data. BUT, had I accepted on phone I wonder what I would have got. I just cannot see Telus spending time to call and tell you how you can save money. It must be resellers.

[hurric]

I am facing 100% the same situation. definitely getting scammed and going to cancel everything before I even get my phone. I'm being 100% scammed exactly like you. they promise a deal and never deliver and charge more.

[TELUS_Support]

Hi @hurric - we see your post and will answer you there