Total frustration

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onthecrescent
Just Moved In

On December 1 2020  I contacted Telus regarding a $35 charge that appeared on my Home Services account.  After waiting on hold for 1/2 hour I was passed along to several different people and one or two went in to fiddle with my account ( reverse charge ).  Somehow then I was passed along to a customer service specialist which was in a foreign country.    In between going to care for his child who was crying and getting into mischief in the background , he calculated up some "deals" to upsell to me ( I am already paying a horrendous amount for 3 cell phones ( one is my deceased husband's that has info and emails that I need )  Between my 3 cells ( I hardly use mine and my husbands just receives emails ) I pay well over $600 each month.  It's been so frustrating trying to get this reduced that I waited that long on the phone to finally get it sorted.  Well the person "customer service specialist "  went in to change something on the home phone and TV that I have on my bill that is in my elderly Dad's Long Term Care Facility.   Since then nothing has been working properly on my Telus BILLS  .   My mobility bill was not charged to my regular credit card as it always had been on the 27th of the month.    It finally showed a charge amount yesterday for 2 months WITH A LATE FEE !!!      To be charged to the payment account at the end of this month it said.    Meanwhile,  my HOME SERVICES bill....which I should have seen charged to my same credit card on Dec 27 , says " we are unable to retrieve any information right now "  It's now the 15th of January !!!   When I clicked to check my Rewards points.....which I have had since they started that,  says " you do not belong to Rewards....sign up ......"    Along with all this charges that I don't owe,  Missing bill,  late fees when they have a payment account that has been same for decades that THEY didn't charge. !!    Using the little robot is ridiculous.   Yesterday I could not get it to transfer me to an agent !!   So I wrote an escalation for the issues that were still not resolved.   Have heard NOTHING.   So today I'm going to have to expect to call,  wait for who knows how long to get passed through who knows how many people to end up with an even worse mess.   Anyone got any shortcuts to get someone who can actually fix this.    Oh and my smarting that I requested fixed ( it no long was working ) had stopped working again mid November and as many times as I've emailed, messaged, spoken to agents........nope still not fixed.    VERY FRUSTRATING.......and all the $5 charges that show up for no reason.  I wish we had an alternate company where I live but it's 100% Telus for home services or nothing.     

NFtoBC
Community Power User
Community Power User

There is an escalation contact in the Contact Us section at the page bottom. The folks there should be able to get things sorted.

You don’t need to keep the cellphone account to receive emails of your husband’s account. They can be received on a different device, or the same phone connected to Wi-Fi instead.

 

NFtoBC
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bubbs1
Just Moved In

I can't help with the problem but I have wasted more time on trying to find help and if it continues, I will change providers!!!!!!!!!!!!