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Phone Return Issue
On October 1 got a call from telus offering to lower my senior mom mobile bill. Needless to say she ended up with the person shipping her a new phone. She received a return label and sent the phone back through purolator. Now she has a $140 month bill. (My senior mom can't afford this!) From $23 a month. I called telus on her behalf and they have not received the phone, so they won't do anything. Is there anyway to remove those charges from her account?
My Telus App—white screen after loading
Hi. I'm running iOS 26.0.1 on an iPhone 15 and can't get the My Telus app to load properly. I've tried reinstalling, restarting, ect., and the same issue occurs. After a brief load, it goes to a second white screen with a loading circle that just stalls out. Tried on a different phone as well, running the same iOS.
Serious/Urgent Escalation: No Response
I had submitted a rather serious and urgent escalation online through the escalation form over the weekend. I prefer not getting into the extremely distressing, saddening and maddening details unless I must, however; the main issue is that we are now at Wednesday and I have yet to receive any kind of response. Any advice? Telus has left us in an absolutely horrendous situation because of all this and the experience is all the way from the frontline LnR Rep to one of the Managers. I had also called in to request to speak with a Manager from Canada but was denied. I am tired of being lied to by Telus Managers (and Reps) while at the same time being given completely false and incorrect information (I know all the calls are recorded). And this is a Business account too. sigh...patience is wearing razor thin.Transfer, eSIM, QR
Where do I find the QR code that is supposed to activate my eSIM? I’m trying to move my mobility service to Telus while keeping my phone number, but Telus is not making it easy. I can see the IMEI2 on my iPhone, but I have no idea what to do next and I am terrified of losing my number. The reason I didn’t use the SMS option in time is because I was trying to confirm what to do and what not to do.
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.
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!!!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.
