Billing error on my first bill

[Dimoo]

On April 26th I was contacted by Telus/Koodo proportional call by following sales representative. The deal was for all four family cell phone subscription for a flat fee of CAD$25 per line without any connection fees. This is a monthly bill of CAD$100 which I agreed to for the following plan

5G Unlimited nationwide talk, text, and 120GB non-share.data at 5G speed up to 250Mbps

I was told that once the account is activated, I will be getting 3 eSIMs and 1 physical SIM. Thus far no eSIMs nor the physical sim. I had to call technical support to get 3 eSIMs and to activate before porting the cell numbers. I am still waiting for the physician SIM. During the past one week I spent numerous hours dealing with this situation with Telus including this highly stressful situation with my bill having a staggering $480 charge for the first bill with connection fees plus my account was set up with the correct plan with the higher rate than I initially agreed to. I have spend more than 15 hours on the phone with billing and technical support. One billing agent was able to remove connection fee of CAD$280 finally, for which I am thankful. However the sales representative, who sold me the promotional deal to join Telus has not kept her word which Telus is bound by to honor. She nor her supervisor is responding to internal messages. Who will pay for my time and the stress I am going through. Telus should have a special team to investigate the the wrongs and make them right. 

Thanks

Dimoo

[TELUS_Support]

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.

[Dimoo]

Is this the email address to send a private email ?

Dimuthu Heendeniya

416-894-6035

[Dimoo]

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.

[TELUS_Support]

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.