Good Review for Stephanie (Business) and Mark (Loyalty)
Hello! I just wanted to write about my good experience with the customer service agents: Stephanie from the TELUS Business department, and Mark from the TELUS Loyalty department. This morning, I accidentally contacted Stephanie from the TELUS Business department to inquire and deliver a concern about a residential account. Despite this, she listened to my concern, took the initiative to transfer my call, and forwarded the details of my concern to the correct department. She went beyond my expectations and took excellent care of me as a customer by ensuring that my transition to the next TELUS agent was minimal effort, smooth, and flawless. After my discussion with a TELUS agent from the Residential department, I was transferred to a call with Mark in the Loyalty department. Mark was very understanding of my needs and concerns, and his service was very efficient. Mark's solutions to my concerns were straightforward, transparent, and most importantly: effective. He took excellent care of me by providing me with all the necessary details in a succinct and thorough manner. I was honestly very impressed and happy to have worked with him. There's no doubt in my mind that the calls with the above representatives are the highlight of my slow Wednesday morning. I hope that this review reaches them, and I sincerely wish them the best. Thank you for your service! Natalie
I was a customer...
But now I'm not and haven't been for years. Recently, I discovered that I have an outstanding balance of $6 that has been harming my credit score for years. I thought I paid the balance when I closed the account as I received no paperwork or phone calls to tell me I still had a balance of $6. I don't know the phone number. I don't know the account number but I think I will have the information needed to access this account if I could kindly speak to a person. The chat agent AI is unhelpful and the phone queue is 1hr+ wait time. I just wanna pay the $6 so it can stop hurting my credit.
Impossible to cancel mobility service
I have been trying to cancel a Telus mobility account for my 80 year old mother who no longer even lives in BC and I keep getting the run around. I have NEVER experienced anything as bad as Telus customer service. After two plus hours on the phone a month ago i was told that the account had been canceled, and i would receive an invoice for the balance owing on her phone. I understand that and was totally ready to pay that. However, upon looking at the bank account this week I saw that the monthly charge had come out again. I reached out to Telus to find out what happened, and when i finally got through they said they had "no record of the cancelation request." I then waited on hold again listening to the same terrible song, and then one rep finally "verified" the account. I was then told I would be put on a "very brief hold and then someone would be able to help me" A few minutes later the system said it was after hours and nobody was available and hung up on me. That happened twice this week and it was nowhere near after hours. I think it is a ploy by Telus to make it impossible to cancel. I have now reached out to the bank and put a stop payment on all Telus payments. If anyone is looking to start a class action lawsuit i am interested.
Whose Protection Matters?
I called Telus to add my partner as an authorized user on my account. I went through a long security process to have my identity verified to do this. I was then asked by the agent about another user on the account. I immediately thought, "another user?". I had been the owner of this account for over 4 years. The account was transferred to me by an old roommate when she moved from our apartment, and my current partner moved in. I inquired if that was the name she was referring to, and the agent would not confirm. The agent refused to confirm or tell me who else had been authorized to be on the account (MY ACCOUNT). This is appalling. She finally told me that the name started with an F and was hard to pronounce, but she had already removed it, so I shouldn't worry. I am so infuriated. I should not worry? This person had access to information and services that I had to go through a long phone call wait time and an extensive security process to access. So I am left asking, "whose security Telus?", since it definitely does not feel like my rights and privacy are respected. Has anyone else experienced such bizarre treatment? What is the secret here? I am beginning to doubt Telus more than I did prior. I think I'll start looking for other providers.
Why am i unable to Remove an account off my telus account?
So im having trouble remove an account on my telus account that i never had the intention to keep, i was given the wrong account number and now its stuck on my account, which i am unable to remove. i tried to call get help over customer service but they couldnt help me at all. is there no way to remove it off the account? will the charge automatically go to me? so i came to the forums. asking for help as i do not want someone elses account on my telus account.
