How to submit a formal complaint or contact the ombudsman?

[Danyael]

Hello,

Any ideas on how to submit a formal complaint or contact the ombudsman?

First issue is that when I went through the EPP pricing tool it stated that I would not be charged the One-time connection fee. I didn't want to wait for the phone to be shipped so I went to the closest Telus store and asked for the same deal I priced out on line through the EPP site and confirmed with the sales person I would not be charged the One-time connection fee.

I received my first bill today and there is a $70 charge for a One-time connection fee.

I tried to call Customer Service but got tired of waiting for almost 1 hour with no answer.

Second issue is that I received a used phone. The phone I received did not have the peel off screen film on it.

It also already had an added screen protector on it which I noticed after I tried to install the screen protector I bought would not install properly since there was already a screen protector on the phone.

Needless to say I regret getting a new phone and contract from Telus and I should have gone elsewhere.

Any help on where or how to lodge a complaint would be greatly appreciated.

[TELUS_Support]

Hi there, For the One-time connection fee, please send us a private message so we can look into your account details and assist you further. Regarding the used phone, if the device was purchased in-store, we recommend reaching out to the store directly where you made the purchase. They should be able to assist with your concerns regarding the condition of the phone.