Charges related to bring it back device

[dipen]

Hi!

I had a bring it back device with Telus for 2 years. After the contract ended earlier this year, I returned the device to Telus. I was sent a text message from Telus with a Canada Post account number to send device to.

I sent device on 12th April and since then it has been showing me as in delivery. After talking with Canada Post rep, I learned that as Telus is the customer with Canada Post, they are technically sender of the device and Canada Post has returned device to them. I got return confirmation from Canada Post stating that if device is not received on the Telus end, they need to start claim with Canada Post but I cannot do anything.

I have been trying to explain the situation to Telus with no success for more than a month now. There was one rep who understood the issue and said, I should not pay the amount for bring it back device and it will get cleared within few weeks. It has been almost a month since then and now I am charged with late payment on my account.

Has anyone been in the same situation? Any guidance would be helpful. At this point I am too frustrated with Telus and thinking of filing a complaint in consumer court.

Reply from Canada Post inquiry:
```

This email confirms that *** brought parcel (Tracking 400239464836****) to THE EAST MALL POST OFFICE on 2025/04/12. This parcel was inducted by Canada Post.

As *** mailed the parcel, but did not purchase the label, they did not have the option nor were they allowed at the post office to insure the parcel to it`s full value in case of loss or damages. 

Only the sender, in this case Telus, can open a claim in case of loss of damages.

Sincerely,

GINO

Canada Post Claims Team

1-855-328-3342 EXT-80439

```

Thanks!

[TELUS_Support · Accepted solution]

Hello dipen, we'll be happy to look into this with you but we'll need to send you a private message since we'll need more information. 

[youngtrudy]

I am experiencing the exact same problem.  I sent my device via Canada Post on May 2nd.  The tracking number indicates that after 5 weeks the parcel in still "in transit". I initiated a ticket with Cda. post who provided a similar reply-that Telus (as the technical sender) would need to initiate an investigation and seek compensation directly if, after their own investigation, have not received it.  Telus Customer service reps do not seem to understand this and spend hours waiting for further feedback from their support team.  I have spent 6-7 hours on this between both companies.  Over 5 hours with Telus alone.  In the meantime I am being charged for the phone with interest and had to request "payment plan" (not because i couldn't afford the usage bill-but because of "lost phone")_ to avoid further interest or threat of disconnection.  Obviously there is an issue here that needs to be addressed and it is very frustrating that we, as the consumer, who have done what was asked of us spend hours trying to resolve.  I continue to wait for a response....

[TELUS_Support]

Hello youngtrudy, we'll send you a message shortly in order to look into this with you since we'll need some account information, thanks!

[dipen]

Hey @youngtrudy,

After few weeks of painful wait, @TELUS_Support seems to have resolved my issue, and I hope they will resolve your issue as well. I also had submitted complaint to CCTS on the day I posted question in this forum. I recently got a call from a rep that handles such complaints and they promised Telus will investigate the issue, and work with Canada Post to prevent similar incidents in future.

Let's hope no one else have to go through the same stressful situation as you and I.