Customer Service Broken Promises - Not being honoured what was offered

[Jasonm1231990]

On November 29th/2024 (Yesterday) I was offered a 2 year contract plan (never expiring plan) and I’m sure Telus knows this all since everything is recorded and spent an hour in a half with the customer service, what turned into a promise was broken and not being honoured, and I had my head down! The thing is I spent 1 hour and 20 minutes on the phone with you even having my wife filled with joy because we were going to get a new phones and plan with Telus, the rate plan was a steal than it just got shattered so all of that time being happy and even saying so happy with Telus! This has not even been solved! I’m still awaiting for a supervisor/management to call me about this situation hoping something gets solved because now I am really upset and shocked about this Telus offer that’s not being honoured and which was promised me while on the phone call! We all know you have the calls recorded so keep your promise, I want what was offered to me as per the call no excuses, as it does not print a positive image of you guys has business and services! If this gets fixed and I get exactly what I was offered as per my call yesterday, and I hear back soon I will update everyone of the services being honest and truthful, but if it does not get honoured than you guys break promises towards the customers and I will forever be ashamed of this! Do what’s right and honest and do not do what’s not wrong and dishonest!

Thank You

Jason 

[sl123]

Oops forgot to mention but my case was "easier" since it was just a few missing credits here and there. So the team was able to cross reference what was originally promised what was on my bill and give back the credits. Hope it all works out for you!

[TELUS_Support]

We are glad it got sorted out.

[Karan1]

I was in similar situation 

submit a request to listen that call recording provide them the day or timing of call , ask them to listen and then they will work 

[Damik]

And here I was was thinking that I was the only one with this problem, I was suppose to get 1 phonefor free, 2 lines for 70$ +tax with pre-authorized paymentsas a business account and 80$+tax without pre-autorized payments. The rep's name was Cheikh Gueye that sent me the overview of the offer that I was auppose to get and asked me to confirm that I agree to the offer, so I did and asked him about all the extra payments that involved with this transaction that were suppose to be wavered, had 6 month on the old contract left with a cheap phone that at the end of the term would be 100$ if I kept it, so after I get a bill of 586$ additional payment for the bring back device (100$) and some other fees that I do not get how everything ended up being that much. Asked abother person to investigate the whole thing and out of 4-5 conversations that I had with Cheikh Gueye there was only 1 recorded phone call that didn't have any information about the wavered costs and fees (how convinient for telus).  Been calling telus and being bounced from one person to another from in different deparments, nothing is being done and the amount of the bill comes to 120$ for 2 lines, a difference of 50$, I had 1 line with Telus I was paying 50$ and 23$ for the second line with fizz, of the offer above wasnt 70$ for 2 lines I wouldn't have changed anything at all, should have kept paying 3$ more per month and not have this lind of headache where you stay on the line for over 2 hours bouncing from one department to another. As I see telus is becoming a big scamming company that wishes soley their name and loose all the customers. I've been with telus for about 20 years and never had such problems before. Even fido and rogers have better plans and slightly better service, but as a fool I was loyal customer with telus and went for their scam. 

[TELUS_Support]

Hi there, we will send you a private message. 

[Damik]

As I see I got the same broken promisses from Telus, business rep made me a good offer of 70$ for 2 business lines, I got a bill for 120$ for these 2 business lines. Another business rep is telling me that it's normal due to me having before a consumer telus line that was transfered to business and thus I have to pay higher price and do not deserve the promissed business plan. I've been on the line for hours being bounced around from one deparment to another and some reps even dropped the line, I would understand if it was once, but 3 times makes you feel unwelcomed.