Customer Service Broken Promises - Not being honoured what was offered

[Jasonm1231990]

On November 29th/2024 (Yesterday) I was offered a 2 year contract plan (never expiring plan) and I’m sure Telus knows this all since everything is recorded and spent an hour in a half with the customer service, what turned into a promise was broken and not being honoured, and I had my head down! The thing is I spent 1 hour and 20 minutes on the phone with you even having my wife filled with joy because we were going to get a new phones and plan with Telus, the rate plan was a steal than it just got shattered so all of that time being happy and even saying so happy with Telus! This has not even been solved! I’m still awaiting for a supervisor/management to call me about this situation hoping something gets solved because now I am really upset and shocked about this Telus offer that’s not being honoured and which was promised me while on the phone call! We all know you have the calls recorded so keep your promise, I want what was offered to me as per the call no excuses, as it does not print a positive image of you guys has business and services! If this gets fixed and I get exactly what I was offered as per my call yesterday, and I hear back soon I will update everyone of the services being honest and truthful, but if it does not get honoured than you guys break promises towards the customers and I will forever be ashamed of this! Do what’s right and honest and do not do what’s not wrong and dishonest!

Thank You

Jason 

[Jasonm1231990]

@TELUS_Support 

[TELUS_Support]

Hi @Jasonm1231990 - If you are expecting a manager callback I would say to speak with them so they can resolve your issue. If you don't hear from them let us know

[Jasonm1231990]

They been saying since Saturday a manager will call me I have not receive any call to date till now would be nice if someone can look into this so it can be solved as I don’t like having something promised to me than it being broken!! Not the right way!!! It should be honoured as per the phone call no excuses! Thanks 🙏 

[TELUS_Support]

We'll send you a private message to discuss further

[Wli6]

I have the same issue happened to me also. And have try to contact consumer service for two days, but one callback yet. Can you escalate it to the manager team. Thanks

[Channi]

This is what same happened with me aa well. So frustrating 

[TELUS_Support]

Have you attempted to call them? 

[Jasonm1231990]

I been waiting to the managment call it’s been almost 4 days now! Still awaiting 

[TELUS_Support]

We escalated this yesterday for you and you should hear back today or tomorrow. Kindly let us know. 

[Jasonm1231990]

Thank you 🙏 I’ll keep you updated thank you 🙏 

[TELUS_Support]

Our pleasure. 

[TELUS_Support]

Amazing, thanks for sharing Jason. 

[Jasonm1231990]

I would like to recant my statement! On the very first post 

Special thanks to Rebecca from Telus for keeping there promise 

Thank You Telus for keeping your promise I got the rate plan on 24 month contract with you guys as your kept your promise 

Good Day Ya’ll

Jason 

@TELUS_Support !!!! THANK YOU 🙏!    

[JasonR1]

I had the same thing happen to us (business account with 6 lines).  We had offers for plans and devices on all 6 lines that were confirmed by phone and email, with us confirming via email to execute the deal officially.   Two days later nothing has happened and we're now told we are out of luck as the deals have expired and they won't honour what we agreed to.  They offered us an inferior plan for alot more money instead, suggesting we had no choice.

To top it all off, after attempting to escalate via the instruction on the Telus website, I was answered by someone from the Phillipines call centre pretending to be an escalations manager.  It was easy enough to discern this to be untrue as she let slip that Telus escalations department can't be reached directly (while simultaneously claiming there is no one besides her to speak with and they can't honor the plan).  I asked her for this by email so it would all be in writing (as so I would have her fill name for record) and she refused.  

Curious to see if Telus responds to our ticket regarding these interactions.  Luckily it's easy enough to port out to other providers (who we have already spoken to) if they don't step up.  

[TELUS_Support]

Hi @JasonR1 if you don't hear from our team please let us know and we'll be happy to assist

[JasonR1]

@TELUS_Support 

Hope you can put us in touch with the proper escalations department.  

[sl123]

Had the same thing happen for our family plan of 5 lines. Was promised a specific price after taxes but was not honoured. Tried to call TELUS to ask for a break down of the bill and the rep basically said that my questions were "unreasonable" and that his shift was ending soon so I would just have to wait until another day. I asked him about a note that he mentioned was on my account and he just kept repeating that the partial charges wouldn't be on my account. Whenever I had to ask a question, he just kept saying the same thing then he abruptly interrupted me and said "thank you I answered all of your questions and everything is correct bye" then hung up. Since I'm seeing successes in this forum, am hoping I get success with my situation as well.

[sl123]

Just finally spoke to another representative. It took a little bit of explanation but he was able to honour the original price! Hopefully it works out similarly for everyone here! Thank you Telus!

[JasonR1]

@sl123 
Did you end up speaking with sales directly or did you have a chance to speak with someone from the Telus management team?  I haven't heard from anyone today, so hoping someone will call tomorrow since it's the end of the week.  Will definitely report back on what happens.

[sl123]

I spoke to 2 different sales reps and 1 management but was on hold for the longest time. The last person was the only one who patiently listened and looked into everything, as well as getting a hold of initial rep who promised the deals. Good luck with everything!

[sl123]

Oops forgot to mention but my case was "easier" since it was just a few missing credits here and there. So the team was able to cross reference what was originally promised what was on my bill and give back the credits. Hope it all works out for you!

[TELUS_Support]

We are glad it got sorted out.

[Karan1]

I was in similar situation 

submit a request to listen that call recording provide them the day or timing of call , ask them to listen and then they will work 

[Damik]

And here I was was thinking that I was the only one with this problem, I was suppose to get 1 phonefor free, 2 lines for 70$ +tax with pre-authorized paymentsas a business account and 80$+tax without pre-autorized payments. The rep's name was Cheikh [mod edit - privacy] that sent me the overview of the offer that I was auppose to get and asked me to confirm that I agree to the offer, so I did and asked him about all the extra payments that involved with this transaction that were suppose to be wavered, had 6 month on the old contract left with a cheap phone that at the end of the term would be 100$ if I kept it, so after I get a bill of 586$ additional payment for the bring back device (100$) and some other fees that I do not get how everything ended up being that much. Asked abother person to investigate the whole thing and out of 4-5 conversations that I had with Cheikh [mod edit - privacy] there was only 1 recorded phone call that didn't have any information about the wavered costs and fees (how convinient for telus).  Been calling telus and being bounced from one person to another from in different deparments, nothing is being done and the amount of the bill comes to 120$ for 2 lines, a difference of 50$, I had 1 line with Telus I was paying 50$ and 23$ for the second line with fizz, of the offer above wasnt 70$ for 2 lines I wouldn't have changed anything at all, should have kept paying 3$ more per month and not have this lind of headache where you stay on the line for over 2 hours bouncing from one department to another. As I see telus is becoming a big scamming company that wishes soley their name and loose all the customers. I've been with telus for about 20 years and never had such problems before. Even fido and rogers have better plans and slightly better service, but as a fool I was loyal customer with telus and went for their scam.