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lynnesullivan49
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Joined 11 months ago
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Re: Refusing to reimburse for email I never knew exist
I did file a complaint with the CCTS after recieving zero assistance from customer service. The very next day, I received an text message from someone claiming to be a manager at Telus. She said she would refund the money, but wanted to talk to me first. She called the next day (she said her phone service was not working - ironic). When we spoke, she sounded very helpful and explained why their system had not let anyone in customer service know there was this outstanding account. Her explanation made sense. She said she would send a cheque (because I no longer have a My Telus account) with reimbursement of the full 11 months worth of overcharging. She explained that the cheque would be cut either at the beginning of March or the end of it. Obviously I haven't yet received the cheque, so I can't say for certain that my issue has been resolved. She said she would notify the CCTS that we have come to a resolution. I need to check with CCTS to see if she's done that yet. I can see plenty of loopholes or problems with this outcome, including that it could be fraudulent. I am tentatively hoping she was legitimate (I still have her contact info) and that this is resolved. If this is legit, it's amazing to me just how quickly Telus acted once I had filed the complaint with the CCTS. I highly recommend anyone having customer service problems should file a complaint with the CCTS.684Views0likes0CommentsRefusing to reimburse for email I never knew exist
I had Telus Pure Fibre in my previous residence. In a separate account, I had a cell phone. Telus is claiming I had a Telus email that I never knew existed, and has been billing (through auto payment) for this for at least a year, since the time I moved out of that residence and cancelled what I thought was all of my Telus services. I didn't notice the extra billing until recently, partly because it is a relatively small amount. I have been trying to cancel this email and obtain reimbursement for the past 11 months of billing for a service I didn't know existed. They're saying because I didn't confirm cancellation of this mystery account I didn't know I had, that they won't reimburse the last 11 months of payment. This is ridiculous. How am I supposed to know to cancel a service I didn't know I had?? Multiple customer service staff members have not provided a reasonable outcome for this bizarre situation. Any thoughts?795Views0likes2Comments