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Onboarding
I'm in Bali but wasn't getting my OTPs sent to sms so I switched to Telus' top plan covering Asia etc. Didn't get the onboarding sms. Emails just tell me to register and account which I did. When signed in it shows my mobility account #. When I try to check status with it or chat to the bot it tells me no mobility account even though I'm giving it the number that appears in my account. It won't connect me with a human because it doesn't think I have an account. Apparently Telus thinks the public should handle their customer service for them so here I am. The only time I ever hear from Telus is when they phone me to try to sell me more. How do I speak with a human at Telus?
5G Essential Unlimited Canada-US Plan
I visited the US last month and was charged roaming fees despite having a Canada-US Plan. I called to ask them to remove the charge and was told my plan does not include data coverage in the US, but as an exception, they will remove the charge and apply it as a credit to my next bill. I had the same problem 3 months ago and was told that with a Canada-US Plan, I shouldn't have been charged roaming fees, and they credited the charge immediately. I do not want to be charged every time I visit the US and have to go through calling an agent and posting on the forum. Can I be directed to someone who can fix this issue?
Bring it Back is not worth the frustration.
What a ********** show! over 2 hours on the phone to get a refund for the BIB amount that I paid in OCT. It has been a really bad experience, and I have had nothing but good experiences in the past, but this has me thinking twice about switching to another provider!!!
Phone number transfer and creating new eSIM
I'm a new Telus customer and I've been having technical issues with getting one of my phone numbers ported. The account specialist keeps telling me to wait or that it's being worked on or that I should be receiving a text notification for the porting. I did not see this issue make any progress. I thought I'd try deleting the eSIM and recreating it on MyTelus, but I ran into more issues and couldn't create a new eSIM. It's been half a month and frustrating to see that my first monthly bill is more than double the amount I should be paying and I can't use one of the phone lines...
Google Play Charges to my Telus Bill
I canceled my account late last month (but have since re-opened a new account with Telus as I was unhappy with the new provider). My old account initially showed a credit, but that amount is now less and shows I was billed $15 plus tax for a Busuu subscription. Apparently this is some sort of language app. I have no idea how I came to be billed for this. I've since discovered that you can bill your mobile carrier for such purchases using Google Play for android. However, my Google Play account is not set up to make purchases in that way and shows no payments or subscriptions to this Busuu company. So I'm at a loss as to how I came to be billed for this. Naturally, I'm concerned about being billed regularly for this subscription. I've contacted the company in question and await a response. Meantime, I still need some explanation as to how this appeared on my bill.
Huge charge on bill without prior notification
I recently participated in the telus bring it back program. I filled out the form like usual, mentioned the scratches on the screen like I was supposed too. No other damage. Boxed it up, sent it back. I got a message on Aug 17 that said they assessed my phone and it was accepted and to look for the credit. I saw the credit on my last bill which was fine but then on my october bill they charged me a $220 bring it back fee which I was outraged about and when I asked them why they said the phone had significant wear and tear and damage to the back glass which I know wasn't there when I returned it. I was not notified about the extra damage at all. Just shocked when I saw the charge on my bill. This is horrible customer servce and after arguing with them for 30 minutes. The only thing they could do was knock off $100. Im so angry. Anyone else have to deal with this? I feel like not being notified goes against their protocols. I cant even access the damage photos taken of my phone. It keels telling me that feature isn't available. Ughhhh im so angry!!!!
