Telus messed up and now it's my problem?

[MeaMania]

I switched over to Telus to take advantage of the EPP black Friday deal ($45/month, $0 pixel bundle). During my credit evaluation it came back apparently so bad that I either had to have my account monitored for 6 months or pay a down deposit on the device. I raised an eyebrow at that, cause I knew I had great credit, but shrugged it off cause I didn't care if there was a 6 month monitoring period.

I should add that I was also fatigued at this point. Was in store twice that weekend: first set up they accidentally created a business profile and that took so long to fix they told me to come back the next day. Showed up again, and it still hadn't been corrected. It was 3 hours into the convo when the credit issue was brought up and I just wanted it over with. They give me the bundle, there's issues with payments not adding up to the promised advert but they fiddled around and the screen finally showed: total $45+tax/month. I sign the contract and head out.

Flash forward to today, 10 days after I signed up with Telus. the sales rep contacts me letting me know corporate sent an email: my request to monitor the account was declined due to my credit, I was ineligible for the promo, and I would need to pay ~&18/month for my pixel phone. 

I call Equifax to find out why my credit evaluation for Telus was so poor and I'm met with "you have excellent credit, there's no reason for the credit evaluation to come back poorly". They refuse to give me a report without paying for it but they give me my file # to dispute with Telus.

I call Telus support line. (+18665582273) 3 hours on the phone with this number, and I'm requesting them to update/redo my credit evaluation so I'm eligible and they refuse: the accounts been created, contract signed, there's nothing they can do. Eventually they let me know the contract I did sign was for the $18/month because that's what the system would have provided based on the bad credit I "have". Because the contract was signed in person, they can't do anything over the phone and I have to go back, in person, and resign a contract. And if I don't before Sunday (ie in 4 days) I won't be able to dispute anything as it will be past the dispute period,  and will have to pay the $18/m. At this point I just hung up. I apologize to the service rep I talked to-- you didn't deserve the frustration I was feeling at this point. 

I called my original sales rep back, asking if he'd be available tonight cause I have to come in and resign. he's the only one who knows the situation and can deal with it quickly and boy did I want it corrected quickly, I don't have time this weekend to deal with Telus. Not even in the city. he lets me know that my experience with support was really weird, and gives me a new number to try- assures me that it should be "relatively easy" to call EPP and request a credit reclass so I'm eligible. cause even if I came in person, my credit class on file was too low to be able to even generate the new contract for $0, ie it would be the same problem all over again.

I give EPP a call (18007771888). They redo the credit evaluation and it comes back fine, excellent. But they refuse to update this information on my account unless I call Equifax back, and get them to email Telus. (Why can't they do that for me? It has been 5 hours dealing with Telus by now, and I had already contacted Equifax and been told they wouldn't send reports to businesses unless the business requested it.)

Yet another escalation. 48 mins on hold. And they answer the phone with "so I understand you're looking to add a second phone line". (I start laughing at this point)

It took another hour with this escalation rep for them to finally concede and give me an "amazing exemption that they would never normally do" and .... honour the original contract I was advertised.

That's it. That's their big exemption. Honouring the deal I was already promised.

They didn't actually do much. They didn't update my credit classification; they didn't change any of the info on my account; they didn't change the PRICES ON MY PLAN. They simply promised that Telus would credit me the $18/month for the next two years. So my bill, for the next 24 months, will always have this $18 charge applied and then subtracted. (Oh but thanks for letting me know the black friday promo for the bundle of pixel devices wasn't $0 but included a $10/month fee on the watch as well. woo for crediting that too /s) Meaning, if they wanted, they could revoke this credit-- by accident, by reviewing the incorrect contract I signed, whatever possible mess up on their end-- and I could face a permanent reinstatement of the fees as it would be past the dispute period. 

the rep was firm that was the "best they could do and they were really doing me a favor" (honouring the original agreement was a favour?) And when I asked if that would impact any additional line down the road... They replied with "well you wouldn't be able to apply for any promotions on devices but it wouldn't change the base EPP price." ...... So yes. Yes it would. SMH.

TLDR: Telus wasted my time, somehow screwed up the initial credit evaluation, tried charging me extra because of it, and instead of just applying the correct credit score onto my account, acts as if they're doing me a favor by just giving me credit to cover the additional fees for the next 2 years instead of removing them entirely. 

It was Telus' mistake from the get go, but instead telus made it my problem, put my account at fault, and wasted my time for 6 hours. This feels like a joke. How can I put any trust into this company?

Sorry for the rant. 

[Rocky3]

Your problems started when a credit check was done on your name and found the same name with a bad credit rating. That is the person or is it Ai that caused this. Tough to get reversed.

I had the reverse occur, a series of credit checks on my account were being done by business names I never heard of. I complained and that was easy to have equifax see that an error occurred. Meanwhile someone may have gotten a loan due to my good credit.