Called in for help 2 1/2 hours later just dropped the call
Call in as the phone I ordered wasn’t sent to me but a different phone. It was the iPhone 16 pro. I wanted the 512g but some how I ended up with the 256g. So soon as I seen it was the wrong one I called to the help desk. The team member I got couldn’t understand me as I couldn’t understand him. After a hour finally understood that I got the wrong one and started the process to make the trade. Which was told need to take the phone to the store which I can’t do for 2 weeks because of work and the store won’t be open. Which he couldn’t understand. How I was getting annoyed as it’s going to be over a month time before I get a phone that I pre ordered. At this point I asked for someone else to help me. I was told ok I’ll transfer you. Just to be put on hold again for 30 minutes for him to come back and say there’s no one else. At this point I was just confused as was just told he was transferring me… I told him no I wanted someone as this was turning into a huge waste of time. Then put on hold again for 20 minutes and then disconnected the call. Called back in to the voicemail of they are now closed. So now this morning get the call back to someone that really did a great job and explained everything. Great I was getting somewhere. Which at the end she said let’s send you to the loyalty team and see what they can do for you after everything that happened. Transfer over guy answers and tells me the same thing the person did then told me he would give 10$ credit….. which I asked really that’s all after the crazy holds and hanging up on me the night before. Which I been a loyal to telus for years now which never complained. Yes that’s all he was going to do…. So I asked what’s the process to cancel then to go elsewhere. He said a cancellation fee so I asked what they were. That’s when he asked for my account number. Soooo this whole time he didn’t even have my account up. Just a joke for customers service. Looking up other options as this was horrible.
What should I do?
Here's a summary of the situation: 1. I had a number ending with 8880 2. It was replaced with a number ending with 7846. 3. I wanted to move my old number to Telus Business Connect. They said number needs to be active. Last time similar change was done by first moving my old number to Telus prepaid. I asked customer care if they can do the same so that and they said yes. I asked specifically not to touch my postpaid account. I even provided the prepaid account so they can refer. 4. While on the call the customer care person Mr. Abunda replaced my number 7846 with 8880 instead of activating it on prepaid. 5. After that both the numbers 7846 and 8880 are coming as not assigned. 6. I called another customer care and she said she will fix and call got disconnected. 7. Then Mr. Abunda called me and said he did it by mistake and reverted it. But still both numbers are coming as not assigned. 8. I called customer care again but the IVR won't let me talk to a real agent. Finally somehow got to talk to a lady. 9. The lady asked me to check my esim config. When number itself is not assigned how can an esim work. Obviously it didn't work after a lot of troubleshooting. I was repeatedly telling this issue happened before on 18. 10. Finally she asked me to get a physical sim. Just to satisfy her I travelled 10 KMs even though I knew it is not the problem. I got the physical sim for $21 and then followed all the steps to setup physical sim. It did not work. 11. Was transferred to another lady. She asked to setup sim again. I told her we cannot setup sim again as I aleady did that. She did not listen. Followed all steps and finally got an error that new sim should be different from current sim. 12. Now she says wait for 24 hours and something will happen. What should I do?
Bring-it-Back Issues
Bring it back is an extreme scam of a system. There’s no notifications about it ending, there’s no notice or flag for it ending nothing. We realized that our Bring it Back contract ended last month and tried to get a new phone today (17 days past) to be told we are past the 30 days. The charge hasn’t been added to the account yet but will appear next bill. Only option was to “trade in the phone for less then the owe amount and lose about $100” Customer service is a joke, this service is a scam.Plan Change Issues
I'm trying to set up a new plan, becuase it is the only way to change my plan. I selected my new plan, had all my info in until it was time to select a phone number, and realised it was giving me BC numbers, because the website had BC automatically selected. I changed it and entered everything again, and now it says 'Unfortunately, an error has occurred. Please try again later.' Everything I try to do is met with errors. I don't know if there is someone who is trying to sabotage the company, if they are sabotaging their themselves, or they need to get rid of their IT team and get a new one. I tried to change my plan, it says low balance, despite using a credit card. No option to add a promo code, a whole bunch of other errors I'm not getting into now. I just want to activate a plan. It shouldn't be this difficult and it should takes takes to accomplish. I'm thinking of switching. I don't know if the SIM card is now void and I need to get another one.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.TELUS GST Scam
TELUS has a good racket going with GST. Here is a prime example. I requested a credit for a billing issue. I was charged on my original bill, the amount of $14.00 + GST. When I received the credit, they only credited $13.33, meaning that when GST is credited to that amount, I received an additional credit of $0.67 for a total of $14.00CR. However, I originally paid $14.70 so TELUS pockets $0.70.
BEWARE 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.
