disappointing customer support

[knave1]

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. 

[TELUS_Support]

Definitely not the experience we want our customers to have, and we thank you for sharing this feedback so we can pass it along.

[jackrabbit000]

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.  

[knave1]

If you paid more than you intended to and are on a tight budget, then unfortunately it *is* an issue, especially when you're paying for two phones. 
Either way, not the issue I'm complaining about -- my issue is the customer service aspect where I was told one thing by Telus, spent an hour dealing with my bank because of what I was told, then spent another half hour on the phone to be told by Telus they couldn't actually do the thing.