Billing issues and very poor service - Part 1

[sgiandhu]

Part 1 (due to character limit in this forum)
This is day three of dealing with issues with my entire Telus Account. I've been a Telus customer at my current location for 9 years. Before that 8 years, and so on backwards to 1986.

Telus service has deteriorated significantly in direct proportion to their prices going up.

The problem (this time) started in May when I called to update my 'contract' with Telus as a loyal customer. That took 2 phone calls, and they still didn't manage to send me the correct information or bill me properly. This past Wednesday, I called to fix that discrepancy and after a very long 85 minute conversation I actually got somewhere (I hope). During that call I learned that when we made the change in May, someone - presumably at Telus - decided to cancel our Smart Home account, which we'd had since we moved in, and which we'd had before when it was AlarmForce. So once I got that sorted out (and that is another story about poor service) , I was told a technician would come out to make sure everything was working. No new equipment which was fine since we didn't need any.
So yesterday, the technician arrived, and tried to set up the Alarm system again, only to discover that when he did, he cut off our internet. After much back and forth, it turns out that for each address (we're in a single family dwelling) you can only have one name on the account. In our case, my husband and I happened to have my name on the Security system and his name on the Internet account. We live at the same address. We even have our names on the account when we log in! It took the poor technician (who was also subjected to my anger and frustration, which he didn't deserve and for which I apologised) about 2.5 hours to clean up what was essentially an administrative snafu.

[sgiandhu]

Due to the character limits in this forum - this is part 2 of a previous submission called; Billing issues and very poor service - Part 1

Today, I received a link from Purolator for an equipment return. I have none to return, since there was nothing added to my current system. It's Saturday, and I'm afraid to phone Telus again - I've already wasted considerable time, for which I will not be compensated on dealing with their inefficiency.  Here's the purolator request - please note the piece highlighted in the red box: 

Telus used to have a slogan - 'the future is friendly'. Apparently they were day dreaming because I find nothing friendly about Telus at all. I appreciate that the technicians and client service agents do the best that they can, but unfortunately it's not enough to cover for the very lack of basic understanding that seems to have invaded Telus in the last few years.  To me, they are just another corporation using their loyal customers as a 'meal-ticket' to ensure their investors get good returns. I don't begrudge businesses from making a profit - but I do object to being used. 

All I can say is that I really dread when the phone AI that they currently use replaces their customer service reps.

Signed
Disgusted, frustrated, disappointed, and extremely angry.

[TELUS_Support]

@sgiandhu I get how you would feel that way. Definitely sounds onerous for some straight-forward requests. I'm not too sure if there's anything else outstanding that you requested - can you clarify if there is and that you're still waiting on help?

[sgiandhu]

I appreciate the acknowledgement.  This is is what I would like to have happen.  I would like to know that Telus really isn't

• expecting me to send them some non-existent equipment and intends to charge me if I don't 
• planning on charging me a $200 installation fee for reinstating my 'cancelled by telus' account.
• that the names on my accounts are what they are supposed to be and are properly connected together
• that the outstanding ticket issue that I have with my internet service is actually going to be resolved
• I would like proof that all of the above is properly resolved at a level higher than a level 1.

If you are willing to take this on, DM me.

[TELUS_Support]

We'll send you a private message for sure. Check your Inbox.

[sgiandhu]

thank you