a month ago
a month ago
Hi there, thank you for reaching out and taking the time to share this. We're very sorry to hear about your experience — we understand how frustrating and stressful this has been.
To better assist and investigate the issue, please send us a private message with your account details, and we’ll ensure the appropriate team reviews this matter.
If our reply resolved your issue, please click on Accept as Solution to help others in the community.
a month ago
a month ago
Telus support team,
I finally got this matter resolved after 15 hrs on the phone, 3 disconnections or dropped calls and after speaking with 5 Telus representatives. The escalation team finally honoured the rate plan Telus/Koodo sold me on. In my opinion, had I not been persistent I would have been stuck with a much higher monthly rate for my family account with 4 cell phone lines. My exorbitant first month's cell phone bill is now reduced to what I agreed to when I moved from Koodo and Public mobile services to Telus.
I will not get my lost time. I was not offered any consolation for the induced stress. This is not a good customer experience. I am surprised that Telus does not have executive level oversight to maintain a high rate of customer satisfaction. There has to be accountability for misleading sales practices to sign-on new customers and then lock them into higher rates.
Thank you for listening.
a month ago
Thanks for following up on this issue and yes, we will send your feedback to the proper team. In a perfect world the deal offered should be 100% valid and your first bill should reflect that. Thanks again for your time and have a great day.
If our reply resolved your issue, please click on Accept as Solution to help others in the community.