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PMICHAEL23
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Re: Why is 24/7 Support closed?
I used to be with Rogers for EVERYTHING (TV, Internet, Multiple Cell Phone Lines, Home Security) & I’m with Telus now, also for everything. It’s only been a little over 2 months for TV/Internet, we migrated the cell service & security in Dec 2024 & though the scheduling of our TV & Internet install was bumpy to say the least (dates kept changing), things have been smooth since, service-wise. When it comes to Rogers, while their service was reliable (for the most part), their costs weren’t competitive (beware of initial “deals” that sound good, but require you to lock-in for 12-24mos w/o any ‘out’ if you are unhappy. Also the deals disappear afterwords) & their C/S was absolutely atrocious. There were always billing issues that took 45mins - 1hr to resolve on an almost monthly basis & ever since Rogers offshored their telephone C/S in 2020 it’s only gotten worse. So keep that in mind. While Telus is VERY new to the TV service (in Ontario anyway), there are clearly still kinks to be worked out. As frustrating as it is at the moment, I would give them a bit more time to work out the growing pains. If things don’t improve, I’m sure you won’t be the only one migrating.661Views0likes0CommentsRe: Why is 24/7 Support closed?
Twice now I have hard to reach Telus Customer Service at 9:43AM EST & after going through the automated stuff & got transferred to a live agent, the automated system says the “Offices are currently closed”. How? At 9:43am EST? This is the second time this has happened. What is going on with Telus lately?1.5KViews1like3CommentsRe: Major Billing Error
No, unfortunately I can’t… I’m on contract so there was nothing I could do, but pay the $1,000 to maintain my good-standing on my acct. It’s shameful what Telus seems to have gotten away with here. It’s unacceptable that a company can admit they messed up, can admit they made an error & STILL get away with billing & receiving $1,000 from a customer. What if, like many I couldn’t afford to pay an unexpected $1,000? The public needs to be informed that Telus can do this, with no recourse. I am actively looking into media sources that can bring this sort of thing to the attention of the public. Global News, consumer advocate producer reached out on Friday…2.2KViews1like0CommentsRe: Major Billing Error
That’s what I should have done, but no, I didn’t… Telus took the $1,000 yesterday. I spent almost 4hrs on the phone with various reps at various levels, all of whom agree this was an error, but all said there’s NOTHING they could do! It’s infuriating & absolutely the WORST c/s I have ever experienced. So Telus messed up, but the customer pays the price to the tune of $1,000… on the plus side, my account remains in good standing which is important to me. I never allow any of my bills to paid late. If I wasn’t on contract, I would have cancelled ALL my Telus services yesterday2.3KViews1like0CommentsMajor Billing Error
Logged into MyTelus having received an email that the bill was ready. Being a new customer I was anxious to review the bill even though I’m set up on pre-authorized payment. There were a few issues which, when I called in, were quickly corrected & the amount owed was down to $284.14. About a week later, I logged in to PAY the bill (*early) & to my shock, the owed amount now reflected $1,284.14. For some reason, $1,000 had been added to my balance with no explanation or notification. Called c/s, waited 31mins to speak to someone who was not helpful & seemed baffled. They transferred me to the dept that makes payment arrangements for some reason. Wrong dept but the rep there was kind enough to review the account & confirmed an error was made but did not have the mechanism to issue credits, so transferred me to a 3rd person who after 2hrs:47mins accepted the issue was in-error & that I would get a call back in 48hrs confirming the credit being applied. That whole back/forth took a total of 4hrs:09mins in the middle of a work day. Of course 48hrs came/went, no call, no credit. Finally after 5 days a call, but with no resolution. Asked to wait “another couple of days”. I have since paid the $284.14 leaving the $1,000 on the acct. Now worried b/c my bill is due in 3 days! I can afford to pay the $1,000 to keep my account in good standing, but why should I have to? Read through other similar threads seeking guidance only to learn, apparently this issue is NOT unique to me. Several other Telus users have experienced the same thing, sometimes taking WEEKS to get resolutions in some cases. Being new to Telus, this is NOT a good start… Can they just add 100s of dollars to an account w/o explanation or notice & make it next to impossible to get the matter resolved? My credit card will be charged in TWO days & there appears to be nothing happening & nothing I can do about it.Solved2.6KViews1like11Comments