Wednesday
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.
Thursday
Definitely not the experience we want our customers to have, and we thank you for sharing this feedback so we can pass it along.
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Thursday
I’ve overpaid before and it’s not an issue. You just get credit on the overpayment and pay less on next month’s bill. I certainly wouldn’t waste my time trying to call them.