Exceptional support
I had some issues with my bill but this one person ayleen from the expert messaging team really helped me out overall, on clarity and helping me save money on my bill i would give them more than 5 stars if i could, (was trying to give 5 stars after the ticket closed but was a bit buggy so i had to post here so their help doesnt go unnoticed)
Delivery issues with online Mobility upgrade
I decided to upgrade my phone online as I was due for a new device in June, and the deal online was very good. There was no option to pick the device up in store, and I did not see any warning while placing my order that online orders are to be delivered during business hours ONLY. If I had known that, I never would have placed an online order as I work Mon-Fri I can't take time off of work. Ordered new phone on Tuesday, it was shipped Wednesday, FedEx attempted delivery Thursday & Friday during business hours- again, I did not realize they would only deliver during those times. On Friday, FedEx sent the phone back to Telus Calgary. Spoke to Telus customer service on Friday, she said once the phone is returned to the warehouse and processed the order will be cancelled and I can re-order the device/plan I originally chose, and select pick up in store. On Tuesday the phone was delivered back to Telus. The following Monday (June 8) I emailed telusorders for an update on the phone. Then I called customer service 1-866-488-2709. He said he was going to check with the warehouse on the status of the phone. He called back, said they haven’t inspected it yet for the return process. He said no I cannot order a phone online and pick it up in store. First 2 reps both told me I could. No control from Telus over courier delivery time & day. FedEx won’t let me change pickup point online on my end. He said to try contacting Telus again in 1-2 business days after the return team has inspected the phone. Wednesday June 10: over 48 hours since I emailed Telus order team, no response. Order still says “shipped” on order tracker. I need to return this phone by June 26th or pay the owing amount on my bring it back plan. Two business days later, there is no update, no email from the order team, and I am still without the phone I tried to upgrade to over two weeks ago. To say that I'm unimpressed, disappointed and frustrated as a customer of 7 years is a massive understatement.
Pre-authorized payment discount not active ?
Hi there, I've been using Telus for a little bit more than 3 years now with 2 phone plans and 1 home service. Today, I learned about the pre-authorized payment discount that we can get on phone plans (and potentially on the home internet service too ?) and realized that I've never got it. I am paying my bills with the pre-authorized payment from a checking account (not from a credit card), and from the research that I did, it looks like my plan should benefit from that discount. Does anybody know if the EPP Unlimited 25GB 5G is really eligible for that discount ? Is the PureFibre Internet 1.5G plan also eligible for that ? Thanks in advance, JC
Agreed to swap to Telus pre-move in with promised discount. Discount not applied.
Hi all. I made the choice to sign up for Telus internet a month before the move to my new place, and I was contacted by Telus a few days offer who offered a mobile plan that was said to be cheaper than my then current carrier Fido, due to a deal/discount my new building has with Telus. I didn't think a connection fee was mentioned either when I asked for any extra fees/costs. Cut to now and I have a bill coming soon with the 80$ connection fee and no discount--30 dollars more than my old plan. I might swap back immediately if the deal isn't honored as I don't intend on paying this much every month. I tried to submit a dispute form but I only get hit with 'We’re having trouble submitting your bill dispute at the moment. Please try again later.' :( Where do I reach out to get my promotional price back? This is not what was agreed upon. Thank you!
