Useless customer service

[TrevorJ]

I placed an order on Nov 29 for 2 new iPhone 16 Pros. There has been no movement on the order and I got a call on last Saturday and they left a voicemail saying there were some details that they needed before my order could be completed. I called back and after about half an hour I was told that I had to call back on Mon-Fri to resolve the issue. I called on Monday and waited over an hour and wasn’t able to speak to anyone and I had to move on with my day. When I got home I was able to request a call back and spoke with someone, I was placed on hold for 20+ minutes and was told that I would be sent a text message to verify my identity for my order. I followed the link and completed the verification. You make someone wait on the phone for hours when you could have sent a simple text message! But it gets worse. There were no changes to my order after verifying my identity and today again someone from Telus left a voicemail saying they needed to verify some details for my order. I'm not going to waste any more of my time because you're clearly employing the most useless and incompetent people who have no knowledge and no authority to complete even the most basic of transactions.

[TELUS_Support]

Hi @TrevorJ - we will send you a private message. We can check on the status of the order

[TrevorJ]

You’re too late, I’ve cancelled my order due to your complete and utter incompetence. It’s crazy how you make people wait on the phone for hours and still can’t resolve an issue and when you post publicly like here or on social media you’re bending over backwards to try and stop the bleeding, absolutely pathetic.

[JPNM]

Hey Telus support! I am experiencing the exact same thing with my recent web order. We have now been on the phone 2+ hours trying to get through to the web store phone number 1-866-488-2709. We received an alert to provide additional information for our order of two iPhone 16 Pro's... how else can we provide this information? Sitting on hold for 2+ hours in absolutely insane. 

[TELUS_Support]

Hi @JPNM - You can visit a TELUS Store with two pieces of ID and they can call in to their support team to get this straightened out

[JPNM]

This is currently happening to me! We have been on hold for nearly 2 hours. The number we were provided to phone is 1-866-488-2709. The first two times we tried to phone it range "busy" and disconnected. We do not have a mobility account, but have a home account and this is the account we ordered the phones under. Unsure what we are supposed to do but waiting on hold for 2+ hours is insane.