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Jadelv
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Joined 8 months ago
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Why so hard to cancel
Dear Telus Customer Service, I am writing to formally request the immediate cancellation of two mobile lines on my Telus account . My recent experience attempting to cancel these lines on May 3 was frustrating and time-consuming. At 3:30 p.m., I visited a Telus store to initiate the cancellation but was informed that this process must be handled via phone. I called Telus at 4:00 p.m. and remained on hold for over an hour. Around 5:00 p.m., I connected with an agent, completed identity verification, and explained my intention to cancel the two mobile lines while retaining my internet and home security services. Despite this clarification, the agent insisted that I speak with the loyalty department before proceeding. I explicitly stated that I did not wish to engage with the loyalty department and only wanted to cancel the lines. Nevertheless, the agent continued to offer alternative solutions and refused to process the cancellation without involving the loyalty team. This entire process spanned over 2.5 hours and caused significant inconvenience. It is unacceptable that a straightforward cancellation request requires such an arduous process, especially when I am maintaining other services with Telus. I request the immediate cancellation of the two mobile lines on my account without further delay or the need to speak with the loyalty department. Sincerely, jade1.2KViews0likes1Comment