To Whom It May Concern,
I’m writing to express my ongoing frustration with my recent experience as a TELUS customer under the Employee Purchase Program (EPP).
Last week, I upgraded my mobile plan in preparation for travel to Mexico. A TELUS representative informed me I could receive a $10/month discount by enrolling in pre-authorized payments via credit card. I completed the setup as instructed. However, I later discovered the discount was not applied. When I contacted customer service, I was told the credit card discount had been discontinued and that I now had to provide banking details to qualify—something I’m not comfortable doing. This change was not communicated at the time of enrollment, leaving me ineligible for a promised discount.
Additionally, with two contracts ending, I inquired about upgrading to iPhone 16 Pro Max devices. I was surprised to find that the cost had more than doubled under the Bring-It-Back program—from $41/month to $85/month. The representative provided no alternatives or explanation, despite my long-standing relationship with TELUS.
To make matters worse, I was told the plan I upgraded to just weeks earlier would now cost $20 more per month. When I asked for a review or adjustment, I was refused assistance or escalation.
Frustrated, I explored options with other providers and found significantly better offers. This experience makes it clear that TELUS prioritizes attracting new customers over retaining loyal ones.
I’m disappointed by the lack of transparency, consistency, and customer support. I hope this feedback prompts meaningful improvements in how TELUS supports its long-term customers.
Sincerely,
TRem0119
