Solving an escalation
I spent 2.5 hours with Telus yesterday speaking to 3 different employees & waiting. Telus is not honoring the verbal offer that I was given by the first agent - they are redacting their statement and breaking the verbal contract that I entered with them when I agreed to proceed with the offer. I escalated the issue and requested a supervisors intervention, he agreed to look into the issue and call me back the following day at a time conducive to my work schedule. He called me back with no answer other than redacting the offer, I also requested a call back to cancel TV services as I already waited on hold to do it the day before and they were unable. I was told I would get a call this evening from a cancellation rep and I would hear back from him. No one contacted me. My experience with customer service has been horrendous. If this does not get rectified I intend on issuing a formal complaint.
Billing Issues
We know Telus's customer getting worse on the contrary of the increase of the internet and home security service charge. Telus increased more than $6 on the internet service charge and the Home security service although we are not using the Home security service at all. Telus removed the 6 month $5 discount on the internet bundle. Last time the Telus teller asked me to call again to get the temporary prmotional discount after 6 month. I talked a tell, but she was saying she can't give the discount. Also the Home security contact was 36 month, but Telus changed the contract to 24 month and increased the charge upto $3 more without my agreement. I am really moving to Rogers at the end of this contract. So I started to change my email account to Google. My request ;1. additional 6 month $5 discount on the internet service 2. Restore my Home security contract to the original contract. Also the customer service connectivity is so bad.
Billing Issues
I ended my Telus services and account last June. But I received an email from a debt collections agency that I owe an outstanding charge on my account. I never received a bill from Telus with the amount the debt collection agency stated, and I payed the last bill I had from Telus in full before the account was canceled. If there was an actual charge left outstanding on my account why was I not notified? and if not, why did I get sent to a debt collections agency if I did not have an outstanding charge? I am very disappointed in the service quality of Telus, I shouldn't have my canceled account information sent to a collections agency without my notice of a bill.Why did Telus send my outstanding balance to collections before statement due date?
They sent my outstanding balance to collections, effectively screwing my credit, less than one week after I suspended my services. The due date on my final bill, which was never actually sent to me by email OR snail mail, is September 24th. The current billing cycle is for a month that I didn't have any services through them. This is absurd.