eSim

[Dimpal]

Dear Telus,

I am writing to express my frustration with the prolonged delay in transferring my regular SIM to an eSIM. It has been over 15 days since I initiated the request, and despite repeated follow-ups, I keep receiving the same response: "We are looking into it."

Additionally, I have spent over 12 hours on calls with your technical support team and visiting your store, but the issue remains unresolved. This level of inefficiency is unacceptable, especially for a long-standing customer.

I request this matter be escalated to a higher authority or a senior manager who can provide a clear resolution timeline and take ownership of the situation. Please share the contact details of the person handling this escalation.

I trust you will treat this matter with the urgency it deserves and ensure a prompt resolution.

Looking forward to your immediate response.

Sincerely,

Dimpal Patel

[TELUS_Support]

We truly apologize for the inconvenience you've faced regarding the delay in transferring your SIM to an eSIM. Can you send us a private message so we can escalate this for you?

[Dimpal]

Hi

Thank you for your message. A ticket has been created for this issue (#Client Service 000000011381961), but I’m still awaiting for a resolution.

Regard?

Dimpal

Sent from the all new AOL app for iOS

[TELUS_Support]

We'll have a look to see if there's an update. We sent you a private message to gather info. 

[Dimpal]

Hi,

I received a call on Friday at 7:45 PM. As usual, I was informed late at night that the team would work on the issue on Monday. This has been happening since November 4th, and despite the case being escalated, I am still hearing the same response — that further investigation is needed.

I am struggling to understand how much longer I need to wait for a resolution. Due to Telus’s inability to resolve this issue in a timely manner, I’ve lost the return window for my phone. Now, I am unable to return the phone or use it effectively.

Will Telus compensate me for the anxiety, frustration, and financial loss caused by this delay? I am shocked to experience this level of service from such a reputed company in Canada. It is unacceptable that Telus cannot resolve the issue or provide alternative solutions, particularly when it seems to affect only my account.

I have previously requested to transfer my current phone plan under my husband’s name by creating an account for him, yet this suggestion was not accepted.

I need a resolution within the next 24 hours. If that is not possible, I expect an alternative solution that allows me to use my phone or fair compensation for the trouble caused, including the loss of my return window.

Looking forward to your immediate response.

<Personal info removed by Mod>
 

On Friday, November 22, 2024 at 06:49:12 p.m. EST, TELUS Neighbourhood <[email protected]> wrote:

Hi Dimpal,

TELUS_Support (Official Support Team) posted a new reply in Mobility Services on 11-22-2024 06:48 PM:

Re: eSim

We'll have a look to see if there's an update. We sent you a private message to gather info.

Reply

<Personal info removed by Mod.>

[TELUS_Support]

We sent you a private message on Friday to collect some info. Can you check on that message?

[Dimpal]

Hi,

You requested account verification, which I have completed. What additional information do you need? 
 

Regards,

On Monday, November 25, 2024 at 12:28:52 p.m. EST, TELUS Neighbourhood <[email protected]> wrote:

Hi Dimpal,

TELUS_Support (Official Support Team) posted a new reply in Mobility Services on 11-25-2024 12:28 PM:

Re: eSim

We sent you a private message on Friday to collect some info. Can you check on that message?

Reply

<This post has been edited by a Mod to remove personal info>