management

2 Topics

Issues with Offer Redemption and Customer Service
I've been with Telus for almost 12 years and have ALWAYS had stellar service from them. Both reasonable and human, but now Everytime I call, nobody seems to have any authority at all even "at the highest levels". They keep saying "let me check what's available in the system" and it's always poor offers. There was one guy that sent me a good offer and said it can be redeemed in-store or online, so I drove half-hour to the Telus store and they could not redeem it, told me to come back the next day. Went back, still could not redeem it. I had to call in again, stuck on hold forever, and then was told they cannot honor the offer they sent. I argued for quite a while and then finally had to tell him that if he didn't honor it, I would report Telus to the regulatory body for telecommunications in Canada, which suddenly made him want to figure it out. He said he'd call me back at 5pm the next day and he didn't. I had to call in again (another hour at least on the phone), and he finally made the offer work. I told him that the offered stated I could redeem in-store and that I drove in twice at Telus's recommendation (half hour one way x4 =2hrs) and sat in store for about 45 minutes each time not to mention hours on the phone trying to redeem this one offer. He replied with "this was a very complicated situation, I had to manually do the whole thing and I came out successfully, so no I cannot do any more than that." So basically, the guy from telus complained that he had to figure out how to honor the offer they sent me, and then wouldn't reimburse me in the slightest for my 2 hours of driving, my time, or my aggravation. On TOP of that, the offer I received stated in no uncertain terms "you are eligible for family discount." It does not say "terms and conditions apply" or "please confirm eligibility with an agent" or anything of the sort, it is written as a pre-evaluated statement that I AM eligible. Again, Telus will not honor that. I hope someone in the management team reads this. I've personally been with Telus almost 12 years, brought my wife over from Eastlink, brought my grandmother over, brought multiple family members into Telus by sharing promotions that I've seen, and that does not seem to matter to them at all. If things don't change soon, I may as well just finish up my contracts and go find another service provider.
Stephen4
12 months ago Place Mobility
2.5KViews
1like
4Comments
Managing Third-Party Application Purchases
Third-party vendors can charge applications and web services directly to your TELUS invoice instead of requiring credit card payment. These charges appear as application purchases on your bill. How Third-Party Billing Works Vendors offer pay-per-use applications and web-based services like mobile dating or social networking sites. When you download or subscribe through their platform, charges apply to your TELUS account automatically. This eliminates the need for separate credit card or PayPal transactions. Disputing Unauthorized Charges Contact the vendor directly if you see charges for services you didn't subscribe to. The vendor must resolve billing disputes for their services. If you don't recognize the vendor name on your bill, contact TELUS support to identify which company charged your account. TELUS can provide vendor contact information but cannot remove third-party charges without vendor authorization. Prevent Future In-App Purchases iPhone (App Store) Open Settings Tap General Scroll down and tap Restrictions Tap Enable Restrictions Create a passcode when prompted Under Allowed Content, turn off the In-App Purchases slider All in-app purchases now require your passcode. Android (Google Play) Open the Google Play Store app Tap Menu Select Settings Scroll to User Controls Check the box next to "Use password to restrict purchases" Enter your Google password to confirm All in-app purchases now require your Google account password. When to Contact TELUS Contact TELUS if you need help identifying an unknown vendor on your bill or if a vendor refuses to remove fraudulent charges after you've disputed them directly. TELUS can provide vendor contact details and escalate unresolved billing disputes, but the vendor must authorize any charge removals for their services.
A-B
20 hours ago Place Mobility
8Views
0likes
0Comments