Mobility Account Issues + Mobility for Good
Hey Telus Team, I'm hoping this reaches the right person so posting here. We've been dealing with conflicting stories from reps and the PAP system and which payments are attached to which services and avoiding late fees. We had to escalate to a manager who was finally able to clarify that paying an additional amount to the account is only possible through online banking NOT through the Telus App. It seems there was an overdue payment and a late fee applied to one of the accounts. Everything has since been brough up to date and paid in advance. The issue is based on past calls this shouldn't have ever happened. We requested a manual review of our most recent call (with Diego) as the Ai summary didn't capture the point where the rep again mentioned the two systems between Home Services and Mobility used to share the same Pre-Auth Payment. It's painfully obvious the call center agents are too dependent on Ai instead of referring to the updated procedures or basic empathy to lower their call handling time... which is really demoralizing when managing 5 lines + internet. I was previously with Telus during the Pandemic (left for Bell and then returned and migrated my whole family over). Been back for just over a year and it's not working out so no we are trying to get the account recognized that its for Senior Citizens. Which email or portal can we use to upload sensitive documents ? Where do I submit my documents for the Mobility for Good program? I manage this account on behalf of my aging parents and any human guidance would be appreciated. I understand mistakes happen and just want to talk to a human being who will properly listen.Mobility Account Issues
On January 27th I received a promotional email from Telus for more data on a 5G postpaid plan, and a Pixel 10 on a 2 year payment plan. On January 31st I called Telus to inquire about whether I qualified or was eligible for the promotion and I was told yes I was. So while on the phone with that same person we began switching my provider to Telus. 4 days later after having been through the following (1) No cell service for over 3 days, and needing to find alternatives to legal and personal texts. (2) No follow up email after getting disconnected during the set up call. (3) Still not able to receive emails from Telus at either my Protonmail or Gmail, and talking to technical support about it yielding no solution. (4) Being told to wait longer for service when that wasn't the issue at all. It was an Esim issue on Telus's end. (5) Hours spent on the phone. Needing someone to babysit my 1 year old so I can get service. I understand that is not all Telus's fault, but when I just so happened to off-handedly mention my rate to a representative two days ago (because I can't seem to yet register for MyTelus), I was told I was paying more than the promotion indicated, and man that draws the line. I'm livid. After all of that and a week later, I get told that the promotion only lasted 1 day and now I don't qualify. The only reason I went through all that was because Telus sent me an email, I didn't go looking for some better deal, and I asked explicitly multiple times on the first call whether I qualified, and I was told yes. I even reiterated details of the deal. That's the only reason I switched. To experience this kind of dishonesty and deception and lack of integrity.. I don't know if I've ever been so angry and mistrusting of a business before. I don't even understand why pay a marketing department to piss people off. The whole point is to attract me as a customer with that deal. I'm baffled as much as I am upset. This is unacceptable.
To whom it May concern
To whom it may concern, I’m writing again to request a review of the GST/HST charges on my account. I have contacted your support team multiple times regarding this issue. I recently spoke with your agent, Michel, who advised that the increase in late fee charges is tied to my outstanding balance. I’m requesting clear clarification on how these fees were calculated, and why the increase is proportionate to my balance. Specifically, I want to understand the basis for the relative increase in fees compared to the amount outstanding. I would prefer to have this resolved directly and promptly without escalation. Sincerely.
Service interruption, billing for unusable service, failure to provide support access
Device repeatedly (for over a year+) displays “Not registered on network” despite showing full signal bars. During these periods, I was unable to make or receive calls, send texts, or use mobile data. In some instances, service degraded to “Emergency calls only.” Persisted after extensive troubleshooting, including: Device restarts, SIM removal /reinsertion / replacement, Network resets, Occurred despite TELUS denying any outage. I was unable to access customer support through my TELUS service during the outage and TELUS was unable to call me (calls would drop or go right to voicemail). Using TELUS chat their representatives repeatedly instructed me to perform device-level troubleshooting, despite clear evidence the issue was network-related. Despite these failures, TELUS continues to bill me for full service. I am being charged for a service that was not reliably provided. TELUS denied outages while service was demonstrably unavailable. Multiple devices were affected, indicating a systemic network failure. No proactive credits or meaningful resolution were offered. This goes beyond intermittent signal issues and represents a failure to provide reasonable access to essential mobile services. Contacted a lawyer for help and since this is a known issue with Telus, they advised to file complaint with Commission for Complaints for Telecom-television Services; they have an online complaint form for consumers with telecom complaints.
Asurion mobile phone insurance
It’s basically a scam. I have been trying to get my iPhone 17 screen repaired for weeks. It is impossible to reach a real person. The repair shop won’t do repairs during a sale, when they are understaffed, or don’t have a ticket from Asurion. Trying to reach someone at Asurion to get them to send the ticket to the shop (I filled out form online) is impossible. Clearly they hope I’ll abandon my claim. You are much better off getting Apple Care. At least they actually do the job and you can walk off the street. Also, Asurion claims repairs in 2 hours! If you actually manage to get the repair shop to accept your phone, it will take one day at a minimum. Exceptionally poor service! How much does Telus make on this “deal”?Return label for Bring it Device
I have called customer service 9 times and all 9 times I have been told different things. They promised to send the return label within 48 hours which still has not been sent. Every time when I call telus regarding this matter, I have to spend at least 30 min to talk to a telus agent. You guys wasted my time and I am very unsatisfied with the service. I've still didnt get return label yet. And my return device period was expired. Please help me to solve this problem.Bad Shipping Address - Can't Get My Phone
I've been a Telus customer for over 20 years. On Nov. 22, I ordered a new phone and plan, as my old one was due to expire, and I was on the buy it back program. On Nov. 24, I received an email indicating my new phone has been shipped via FedEx and provided a tracking number. On Nov. 25, FedEx called me and said the shipping address was invalid and to call them. Over the next couple of days I spoke to FedEx three times; the shipping label Telus provided only had the city and province on it. I tried to correct the address, but FedEx was not able due to restrictions that Telus put on the shipping. I asked for FedEx to send it to one of their outlets near me and I would pick it up in person. FedEx was not able to due that due to the shipping restrictions put on it. FedEx then informed me that only Telus can fix the problem. I still don't understand why FedEx would not have contacted Telus directly to resolve the problem, instead of involving me. Since then I have called Telus five times, and they either have refused to fix their problem, or said they have submitted forms to correct the issue. Every few days go by and no updates, package still stuck at FedEx. Finally, I receive notification from FedEx that they are returning the package to Telus as undeliverable. I contacted Telus one last time and wanted them to send me a new phone. The person I spoke to finally confirmed they would do it, and submitted forms for that to happen. I was supposed to receive an email when the new order is processed and shipped. Well no email has been received, and now I will need to call Telus again to try and get my new phone. It's been almost a month now, and I am now getting a notification that if I don't return my old phone soon, I will not get credit for it under the program. I am hoping someone at Telus will respond to this that can actually solve the problem, because I'm fed up and prepared to walk away.Telus website, app, and chat are garbage
Wow, where do i start? The website has a linking problem between the Mobility/Manage/Pre-Auth function and the next page that should launch. I tried using the app and it just open the webpage. I told the chatbot this and it was dumber than a sack of hammers, including NOT EVEN KNOWING WHAT THE PROPER TELUS DOMAIN IS. After nearly an hour of trying to work with the chatbot i phoned in, navigated the complete trash phone support system and got a human. The human fixed the situation in 10 minutes flat. Telus - why don't you spend more time and money on your website and automated support instead of phoning me every day trying to get me to buy more of your services. 0/10BEWARE of Bring it Back
First of all, I had been on the Bring it Back program for YEARS. Suddenly two years ago I was charged the BIB amount after returning my phone. So the credit covered the fee which had never been charged before. In the end the rep figured out that somehow my account changed my account to just a trade in. But after 2 months a smart human realized it and fixed it. Fast forward to this year and guess what....it's happening again and not a single agent (when you can get ahold of one) knows what they are talking about. My husband is on BIB and has never had a BIB charge...yet here we are and I keep getting them. Will be moving all of my services tomorrow and returning the BIB device right away. Waste of 12+ years, countless hours on the phone/email and Telus does not care that they are losing 9+ lines of business phones and then also home services.