New Account Suspended
I signed up for an account yesterday (around 6pm) and started using my new plan on an esim right away. A couple hours later, service stopped working. I checked online and it said my account has been suspended. I tried using the chat bot for help—it connected me to an agent (supposedly) and I have been waiting for over eight hours for a response. I called their phone line several times, yesterday and today, and wasn’t able to reach anyone. How can I resolve this? Honestly, with how poor their customer service is, I may end up switching to another provider anyway.
How to close a chat?
I was in the middle of resolving a few issues related to my account with what seemed to be a live person (though today you never know). They have been dropping me after each answer and I was restarting the chat again. After that, they shifted me to the module of scheduling a callback, and that thing offers me the dates where I am absolutely not available, and I cannot leave this chat and start another one unless I choose one of the dates. I tried everything I tried to been choosing another category of products. It still opens the same chat, forcing me to choose the dates and doesn't want me to connect to a live agent. Should I just wait for a week and restart the chat again? Sounds like a very dumb solution. Is there a cheat code to get out of that AI chat?How to identify Telus service calls?
I'm worried: A couple of days ago I had several calls from people in India claiming they were from Telus. They knew my name, address, and account number. I thought "Ok, maybe they really are Telus account managers". But now I'm not so sure. If they really were official Telus accounts people, why don't they use their real names? Because when you hear somebody with a big Indian accent say their name is "Alex" or "Norman", aren't people going to think "Sure dude, those are common Indian names" and roll their eyes? That's what we're supposed to do when we get called by scammers, right, Telus? I did get another call back from somebody else who sounded like they were legit, and answered all my questions. BUT. It's been three days already, and I see one minor change to our TV/Internet package. The one important change I asked for has not been done, and we've received no conformation email from Telus. (Yes, I checked my spam folder.) Frankly, we're talking about finding a more responsive provider.
Shipping label to return device takes days to receive??
Hello, I'm getting frustrated with Telus as a simple email apparently takes days to receive. I have an old phone that needs to be returned under their bring it back plan. I went to one of their physical store and was told that they can't help me because I ordered my new phone online. The person "sent" me the email with the shipping label to help but I haven't received any email with attached shipping label. She told me that I should've received the shipping label already when my order was processed. None was sent to me. I called *611 two times. Both times the agent "sent" the shipping label emails to two different emails of mine. But still no telus shipping label was found in any of my emails in both circumstances even though they wait for me receive it. The second agent I talked to said he physically can see the electronic shipping label but gave me a reason that due to black Friday coming up, telus has lots of orders and processing is taking some time for the shipping labels to get sent. He assured me that within 24 hours I will get the shipping label. I told him straight up that I don't believe him because I was told the same during my first call. Now my concern is in this day and age, emails do not take days to be received. Under telus' bring it back plan, users have 30 days to return their old device upon receiving their new phone. I feel that I've been getting the run around and eventually will get charged for not returning my old phone. My phone is packaged and ready to go. All that is missing is this mysterious, hard to get shipping label. I feel that I'm going to call telus support again in the next few days for the same issue. How long does it take to receive shipping labels to return phone? Is there another way to further escalate this issue, just to get shipping labels, because the phone agents are not of help. All they say is to wait. I'm afraid that I keep on waiting but eventually get charged for keeping the phone.
Phone services disconnected
I received a text on October 23rd warning me of disconnection by the 7th due to a late payment. The text asked me to make the overdue payment by the 7th, which I did and that went through by November 5th. I then get a second text on the 5th saying I have 48 hours to make a minimum payment before service is cut off. I check the My Telus app and it just said that my next bill is due November 24th and to pay that before I incur late fees.. I check with the Chat Assist in the 6th which said the same thing as the app.. and call *611 on the 8th after I noticed nothing loading on my phone when I stepped outside. The automated voice message said my service has been suspended due to a missed payment on the 23rd of November? But it’s the 9th TODAY. How can this be? What can I do?
Partner passed away, need to cancel his account
What do I need to do to cancel my partner’s account? He passed away a few weeks ago and said that I won’t be able to cancel it until after he’s gone and I can bring a death certificate. I don’t mind going to the nearest store to do this, I just don’t want to forget something and have to go back and forth. I already have so much to do since his passing. I’d like to get this taken care of quickly. thanks in advance
Telus taking me to collections after an account closure from 5 years ago
I recently started getting emails from a collections agency for an account that was closed back in 2020 which was 5 years ago. I have spoken a few times with customer support, the collections team, and the loyalty team at Telus and have been sent all over the place with no answers. The collections team originally stated that they would go through an approval process to credit the charge back since I was never given any indication that I had owed any money to Telus. No emails, no phone call, and I had opened a new home services account with them a year and a half after closing the original home services account but was never told a thing. Just this week I had spoke with the collections team again who said that the account was opened by a technical mistake and that they would put in the requests with the back office team to credit the amount back. The collections team agent then said I will have to speak with the loyalty team to get the credit the amount back so they forwarded my call to the loyalty team. Speaking with the loyalty team member they informed me they would put in some approvals and call me back in a few days to provide an update. cont..Phone Return Issue
On October 1 got a call from telus offering to lower my senior mom mobile bill. Needless to say she ended up with the person shipping her a new phone. She received a return label and sent the phone back through purolator. Now she has a $140 month bill. (My senior mom can't afford this!) From $23 a month. I called telus on her behalf and they have not received the phone, so they won't do anything. Is there anyway to remove those charges from her account?
Serious/Urgent Escalation: No Response
I had submitted a rather serious and urgent escalation online through the escalation form over the weekend. I prefer not getting into the extremely distressing, saddening and maddening details unless I must, however; the main issue is that we are now at Wednesday and I have yet to receive any kind of response. Any advice? Telus has left us in an absolutely horrendous situation because of all this and the experience is all the way from the frontline LnR Rep to one of the Managers. I had also called in to request to speak with a Manager from Canada but was denied. I am tired of being lied to by Telus Managers (and Reps) while at the same time being given completely false and incorrect information (I know all the calls are recorded). And this is a Business account too. sigh...patience is wearing razor thin.