Signed up for a mobility service in Dec via Telus sales rep over the phone. Received an email with a service agreement with an incorrect plan. Rep said don't worry and they'd call back in few days to make sure everything is corrected. This is when everything has gone wrong.
Rep never called back on the day promised. My activated account had an extended warranty service activated for extra $15/month without my approval. Promised credits weren't applied. My bill was more than double the amount from what was said during the sign up.
Called Telus to cancel. Loyalty Rep asked for a chance to fix the issue. He said he cancelled the extended warranty and immediately applied the credits he see in the notes the sales rep had left under my account. For one particular credit, he said they would need to investigate by listening to the recording of my call with the initial sales rep. He gave assurance to give a callback by a certain day and gave his name with his employee badge number. He never called back.
Called Telus to cancel again. A different loyalty rep said he still sees the $15/month extended warranty active on my account. He does not see anything about the investigation mentioned by the previous rep. When asked for a shipping label for the device return, the rep said since the porting department is closed at the time of the call, he would need to give a callback next day. He then said it will take 2-3 more business days for the shipping label to arrive to my email address.
In summary, the sales rep activated services without customer's approval and gave misleading information on promo/credits to get the sign up. Other reps gave conflicting information and never gave callbacks as promised. I'm left with a huge bill with none of the promised credits applied.
Is giving lies and scamming customers for profits Telus' new business strategy?
