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Absolutely horrible experience with TELUS Business Loyalty and Retention
We had an absolutely horrible experience attempting to renew six business lines with TELUS. The Loyalty and Retention department had two full weeks to finalize a straightforward renewal and failed miserably, despite numerous calls, escalations, and repeated promises. We were offered specific pricing and conditions, which TELUS subsequently confirmed in writing. However, when we finally agreed to proceed, TELUS was unable to honour its own offer. The representatives handling our renewal, Marwa Sajide and Imane Elouafi, demonstrated extremely poor communication and a complete lack of follow-through, ultimately costing TELUS six business lines that we decided to transfer to a competitor. We also find statements such as "I don't know what your taxes are, I don't live in your country!" completely unacceptable from someone responsible for retaining Canadian business customers. It is astonishing that TELUS considers this an acceptable standard of customer service, particularly for long-standing business clients. After this experience, we have absolutely no intention of doing business with TELUS again. I'm curious whether other TELUS business customers have experienced similar problems with the Loyalty and Retention department. Has the quality of service deteriorated this significantly for everyone?
Apple Watch cellular won't activate on EPP plan?
I switched from Rogers and have used the Apple Watch on their network, Freedom's and Bell's with no issues over the last 7 years. Telus tech support reps keep saying my watch must be locked to a carrier and that I need to reset my watch back to factory settings (which makes no sense - the two are unrelated). Searched google and read up on this forum and seen reports of others having issues with Apple Watch cellular plans not activating with EPP plans and that they had to submit tickets with tech support to the agents on the back end to provision the account properly in order to fix. I called in and had an agent submit a ticket and am waiting to hear back. How has Telus still not fixed this documented issue multiple years later? Definitely not a great impression for a new customer.
NSF Fee & Transfer of Ownership Issues
Current and already a TELUS Customer, For month of November we got billed over $300 ($325.28 to be exact). I got $80 NSF FEE and I don’t know how even my bank has sufficient funds. Transfer of Ownership: we got charged $75 for this! And we’re not aware and not been told to us, plus why are we being charged for this one even we’re already with TELUS. Partial Charges: we’ve been charged with this one too! Even we just got a new plan. Which cost already half of the plan. CUSTOMER SUPPORT: I can’t even talk to one of customer support. Hopefully we can lower this down, or waived them. ‘Cause we’re here to save not to pay more. This cost me so much stress, Receiving a message my next bill will be over $300. Hope we can resolve this. We might go to a Different provider because of this issue!
Phone Rep Did Not Apply Promo Code Discounts
I initially signed up online using a promo code offer Telus sent me by mail and was having an issue activating my device and transferring my number from my previous provider. I called in to inquire about the order and discussed the issue with a rep for nearly 2 hours. In the end they got me signed up, but after checking my account I see that despite saying they were signing me up for the promotional plan ($45 after all discounts), they have just signed me up for the regular plan ($60 after auto payment discount) without the full discounts promised in the Telus mailer. The phone rep assured me he was applying the promo code the same as online. I believe that what the rep did is cancel my pending order and start a new one (hopefully not to claim the sale/commission), and now the system is not making me eligible as the offer was for first line added to an existing home services account. Since he cancelled my order and created a new one, this is now not the "first order" on the account. I only have 15 days to cancel no charge so I need to sort this out ASAP, but the second rep I called said they cannot add the discount and that they will look into modifying my home services account to add an equivalent discount there but this will take 30 days. To be clear, this promotional offer was for the discount to apply directly to the mobile plan not to the home services plan. I simply want to be given what Telus offered me. If I had known it would be this much trouble I would have thrown the offer in the recycling and stuck with my old provider. Does anyone know who at Telus can fix this? I'd be happy to stick with the plan if they gave me the price on the mailer.First Time NSF Fee Waiver
I am writing because I've been with Telus for over a year now. On September 25th, despite having sufficient funds in my bank account for the pre-authorized payment, the payment was refunded to my account. After the charge was refunded the same day, Telus charged me again on Oct 2nd, and this time it went through. I'm charged an 80 CAD NSF fee on my upcoming bill. I'm hoping I can have it waived, as it's not the problem on my end; it should be the issue with the communication between Telus and my bank. This is the first time I have heard of this policy. I wasn't informed about it when I first registered for authorized payment.
