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 

[TELUS_Support]

Hi there, we will send you a private message. 

[Damik]

As I see I got the same broken promisses from Telus, business rep made me a good offer of 70$ for 2 business lines, I got a bill for 120$ for these 2 business lines. Another business rep is telling me that it's normal due to me having before a consumer telus line that was transfered to business and thus I have to pay higher price and do not deserve the promissed business plan. I've been on the line for hours being bounced around from one deparment to another and some reps even dropped the line, I would understand if it was once, but 3 times makes you feel unwelcomed. 

[TELUS_Support]

They should leave contact info in your voicemail if you don't catch their call.

[sm2106]

I've had the same thing happen with my home services plan....was provided an excellent plan, but service agreement differed to this.  I have talked to loyalty who escalated this to a manager and was told they would try three times to call me after sending me an email in advance of the call, leaving a callback number on VM if I was unable to answer.  Since this is escalated, they say they cannot help me. Manager called this morning, from "private number", no email warning received and no callback number; just VM saying they'll try calling next week. Again, loyalty cannot help due to escalation, but who knows when they will try calling again.  I cannot put my life on hold until they call!  Are you able to help?

[TELUS_Support]

If there's already an open escalation, then that's the team that'll be helping and they'll be in touch asap!

[sm2106]

So I wait, and if I'm unavailable for the minute they call, I'm out of luck for possibly a week? Can they leave a call back number as promised by Loyalty? Or at least try three times within a couple of hours, also as promised by Loyalty?