How can I reach an agent that speaks Spanish? (reaching the Guatemala Call Centre)

[20133172]

I'm a native Spanish speaker. I been trying to reach a customer service representative for the last week that speaks Spanish. I know for sure that Telus has a call centre in Guatemala. Every time I ask for a team member that speaks Spanish I get transfer to the language selection dialog that only lets me select English or French or they even tell me there is no representatives that speak Spanish.

I have even asked the English speaking representatives to ask their supervisor and still no luck.

Kindly respond with exactly what should I tell the English speaking representatives to get transfer to the Spanish speaking personnel from Guatemala. 

[TELUS_Support]

Hi @20133172 - Spanish is not a language that's officially supported as our official languages are English and French. In order to get a third language we would need to make a request and sometimes we are unable to meet that request.

You can send us a private message if you need help with anything and we'll be happy to help!

[20133172]

1. What are the steps to request a representative that speaks Spanish?
2. Why sometimes you are unable to meet that request?

[TELUS_Support]

When you are speaking with a customer service representative you can request someone who 

speaks Spanish. That agent will then submit a form to request this to happen and you'll be contacted within 3 business days. 

As to why we are unable to meet the request it would be because there are no interpreter agents available.