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Phone number transfer and creating new eSIM
I'm a new Telus customer and I've been having technical issues with getting one of my phone numbers ported. The account specialist keeps telling me to wait or that it's being worked on or that I should be receiving a text notification for the porting. I did not see this issue make any progress. I thought I'd try deleting the eSIM and recreating it on MyTelus, but I ran into more issues and couldn't create a new eSIM. It's been half a month and frustrating to see that my first monthly bill is more than double the amount I should be paying and I can't use one of the phone lines...
Onboarding
I'm in Bali but wasn't getting my OTPs sent to sms so I switched to Telus' top plan covering Asia etc. Didn't get the onboarding sms. Emails just tell me to register and account which I did. When signed in it shows my mobility account #. When I try to check status with it or chat to the bot it tells me no mobility account even though I'm giving it the number that appears in my account. It won't connect me with a human because it doesn't think I have an account. Apparently Telus thinks the public should handle their customer service for them so here I am. The only time I ever hear from Telus is when they phone me to try to sell me more. How do I speak with a human at Telus?
Google Play Charges to my Telus Bill
I canceled my account late last month (but have since re-opened a new account with Telus as I was unhappy with the new provider). My old account initially showed a credit, but that amount is now less and shows I was billed $15 plus tax for a Busuu subscription. Apparently this is some sort of language app. I have no idea how I came to be billed for this. I've since discovered that you can bill your mobile carrier for such purchases using Google Play for android. However, my Google Play account is not set up to make purchases in that way and shows no payments or subscriptions to this Busuu company. So I'm at a loss as to how I came to be billed for this. Naturally, I'm concerned about being billed regularly for this subscription. I've contacted the company in question and await a response. Meantime, I still need some explanation as to how this appeared on my bill.
Huge charge on bill without prior notification
I recently participated in the telus bring it back program. I filled out the form like usual, mentioned the scratches on the screen like I was supposed too. No other damage. Boxed it up, sent it back. I got a message on Aug 17 that said they assessed my phone and it was accepted and to look for the credit. I saw the credit on my last bill which was fine but then on my october bill they charged me a $220 bring it back fee which I was outraged about and when I asked them why they said the phone had significant wear and tear and damage to the back glass which I know wasn't there when I returned it. I was not notified about the extra damage at all. Just shocked when I saw the charge on my bill. This is horrible customer servce and after arguing with them for 30 minutes. The only thing they could do was knock off $100. Im so angry. Anyone else have to deal with this? I feel like not being notified goes against their protocols. I cant even access the damage photos taken of my phone. It keels telling me that feature isn't available. Ughhhh im so angry!!!!
Data charges for "data-less" plan
I have 2 pre paid phones, both setup with Talk & Text for the kids with no data. Everything has been fine for a few years. Recently noticed the phones were getting topped up $10 every day. Checked the Telus Mobility usage logs and saw data charges. $13 for 7 Megabytes, 16 cents for 75 Kilobytes, etc. Checked the phones usage logs and the data consumed was mostly from application push requests. Email refresh, Apple Music data refresh, etc. Kids weren't even aware they had data (neither was I) so never tried to use it...thankfully at those prices. Called Telus and was told that the phones get access to data even though the plan didn't include data. Apparently all phones have access to data regardless of the plan selected? Asked why such little data consumption was so expensive and the rep could not answer that question. Asked why data was suddenly enabled at the end of July and she could not answer that question either. Requested assurance that these phones would be removed from all data access and was told that would cost me $2 per device. I never requested data, suddenly was getting charged for data and need to pay more to have that data disabled even though the plan I am currently on does not provide data. I am hoping Telus did an update to their systems which broke something because if not, this is fraudulent. To her credit, the rep was very friendly and credited me back the data charges, but she had no answers to the important questions. No point continuing to push someone who is in the middle and truly is at a loss for an explanation. So now I had $2 added to each plan. $4 / month extra is nothing, but it's the principle. Has anyone else had this experience with pre paid?
customer service
We were contacted by a telemarketer regarding Mobility and Security. Decided to cancel the security camera the next day. I believe I contacted 7 Telus representatives. Each one told me they could not help me as the issue was Security's if they were Mobility, and then Mobility's if they were Security. Finally contacted one representative and the whole thing was cancelled. To add insult to injury we then requested to complete the two mobility offers and Mobility could not match the telemarketers offer as they are mobility and the telemarketer was Security. Unbelievable!New Phone Number Suspended
Hello, I bought a brand new cell phone and a new number two days ago as the company I’m currently working for I will be leaving and they will be taking their cell phone and their number when I leave. Within less than 24 hours of getting my new number I changed all of my passwords and sign in codes for various banking and other information and I woke up the following morning and Telus had suspended my entire account and placed my brand new number on hold pending a fraud investigation. I’ve spoken to numerous TELUS representatives in the last 48 hours and I was informed that I had to resubmit proof of identity to a fraud email address from TELUS. I did that and have not heard anything back since and have followed up numerous times. I called a TELUS representative again this morning and all they could tell me was that there’s nothing they can actually do and then I just have to wait. Unfortunately I do not have time to wait and I need my new phone and number to be working. Can you tell us please advise what exactly I need to do further to prove I am who I say I am and when this will be resolved. I really do not want to have to go to a different cell phone provider, but if I don’t see movement on this, you will force me to do so as I need a working phone.
