I spoke to an agent today as I had paid more than intended on my bill, because the CC payment screen does not ask for any confirmation and autofills the payment amount. He assured me a reversal was not a problem. Because of an issue with my banking I had to call my bank to allow the reversal -- after doing so, I was then told the refund could not be issued after all because 'the money was money that was due to Telus"
I spent 2 hours on the phone with Telus and my bank sorting this out. Your agents need to be trained better -- both to provide accurate information, and to properly take care of clients. If I'd been told right away that it wasn't possible I would have been disappointed but understanding. After wasting 2 hours of my time going back and forth, the right thing to do was override policies and take care of your client.
