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App and account information not accurate
I don't know how to start this, I received the deny, deflect and disengage treatment this morning from customer service which is disappointing; I have had great customer service before as well as poor service and this was just not service. It was some guy saying "shucks ma'am, I wouldn't worry about it". I am signed up for auto withdrawal for my mobile but it doesn't seem to be withdrawn at any specific time, the dates of billing and due date for my bill don't match between this customer service rep and my Telus app which currently tells me I am overdue to pay my bill, which was auto withdrawn on 06 Oct, 8 days prior to the bill's due date. This rep was skillfully robotic, ensuring I got the message that my concern wasn't important, that what I see isn't what they see, and that there is no problem with this versus passing me onto someone who may think that could be something of a concern for customers. Disappointed Telus, do better. I get it's all about the money and I am choosing to give it to you, please hire people who can do the job your consumers need. The end of my conversation with this rep was that I would trust him to make note in my file about the disconnect between the app and system information that only they can see, however I am sure his note if it exists will flag me as a problem customer.
Cannot connect to any human
I've called the every different Telus help number to try and get ahold of a real person and nothing is working, every time I get to the end of that stupid automated system it times out and says there's an error and I have to hang up and call again. I've tried the chat, I've tried Facebook messenger, I've tried twitter. Please, I JUST WANT TO SPEAK TO A PERSON about port protect on my phone!!!
Enterphone System Issue
I have been attempting to solve my problem - the enterphone system in our entrance requires a visitor to dial a 3 digit numer of the resident and when the resident answers they can buzz them in or not. For the last week I experienced a problem - when I answer the ring there is no response from the person who is requesting entry - instead it goes to voice mail and I am unable to speak with my visitor. Our building manager tried to buzz me and all he heard was the response from my voice mail. He told me that someone else in the building had experienced the same issue and had to contact Telus??? I have been trying to "contact" Telus but I never am able to speak to a real live human and the AI does not understand my issue. How do I solve this problem???
Prepaid Issues
Their pre paid system has been down for days,can't top up my account. Not by phone, not online. I reached out through FB they said will run credit card on file, it declined because it needed to be updated.I update card and then told they can't run it. I verified who I was with the first card.I now have no phone to use. I have been a customer almost 25 years and I am ready to walk away. Being told you can't do something that was just done is unacceptable
Web Store
Do not order anything from the Telus web store. It's a complete joke. My husband just switched from Rogers, and the process was horrible. He placed the order online, and it was approved. The web store is very slow with orders and deliveries. He received a text that, someone from the web store was going to call him to verify the order and his identity. I get that, it's to prevent fraud. The agent that called him was useless. She asked the usual questions, and sent him a link to provide his identity via email. That link did not work, and it was clearly a problem with Telus, after he sent his ID, and he asked her to resend the link via text, she refused and said it must be your internet connection. There is NOTHING wrong with my internet connection. After all this nonsense, he asked her for other options to verify his identity, she said no and refused, and said if the link does not work, we can't approve you order, after he all ready paid for it. He called back, and once again explained the details and verified the order, what a complete waste of time and joke because he already did this twice now. The second agent was helpful, and all of a sudden the order was was good even after he sent his photo ID. What a complete joke and waste time. TELUS should be completely embarrassed all this nonsense and the way that they treat new customers. If he wanted this kind of service, he would have stayed with Rogers.
