I got a phone upgrade, Nov 23/2024 and the phone that I received (Nov 30) was not the one that I wanted (my fault). I returned by UPS (Dec 2) but the package was 'lost' between warehouse and address. Talked to an agent (Sabrina) who said that she would look into it and call me back - did not receive a callback. Phoned again Dec 21 and spoke to agent Jesus Reyes who said that he would look into the UPS issue and copied me on an email that he sent to UPS; he refunded the tax paid up front for the lost phone $262. Rec'd callback from agent Jesus; he would call UPS again regarding the lost phone; adjusted my bill to remove the lost phone charge. Sent agent Jesus emails from 'agent' Mark about UPS label to return phone. Jan 15/16 - spoke with agent Jesus and phone bill was adjusted again to remove the lost phone charge; updated on management meeting and 'agent' Mark was not with Telus (scammer). Telus locked the phone and admitted that it was stolen. Feb 15 - rec'd callback from Jesus after I emailed him; adjusted phone bill to remove phone charge; said that I was still on his list for followup. Mar 13 - email to Jesus for update and to adjust new phone bill. Re-sent previous email to Jesus; no reply. Paid phone bill including phone charge as it was due; no call from Jesus. May 2 - called Telus support and spoke with agent 'Henry' - he adjusted my bill to remove phone charge and would call be back in 2 weeks as he had to look into the UPS situation further. No call back from Henry on May 16! What the heck Telus! How does a customer contact an agent that was dealing with their case? It is tiresome to call and repeat my story again and again. Is there an easier way? Will someone please look into this???
