I am experiencing an unusual situation and I am unable to get support;was on phone for 1.5 hrs and they couldn't help me.
sequence of events:
- in Oct 24 I signed up for stream+ and added to myTelus profile, everything worked fine and self-serve was visible when logging in to my account. This was charged to my cc monthly; a standalone service.
- Yesterday when trying to update account manager and members I accidentally locked myself out of self serve functions on account by setting myself as member
- contact CS on chat; informed he could only fix by deleting mytelus profile and starting new one. CS agent deleted my old mytelus profile and started a new one. received onboarding email, created password and regained access to mobility self serve.
- Later on I noticed the original stream+ service was no longer visible; not re-linked to new mytelus profile, became entirely inaccessible. This means can no longer update payment, cancel etc- this is a self-serve only service.
- noticed I could start a new stream+ on the new mytelus account - better EPP rate which I did, now am being billed twice, once for original stream+ which I and CS can't access on the back end (spent 1.5 hrs on phone with them), and new account which I want to keep.
- need is to either link the old stream+ subscription to new mytelus profile with different email address so I can cancel it myself, or I need Telus to cancel it so I stop getting charged monthly on my visa.
old emails from original stream+ have no identifiers other than email which isn't useful as original mytelus profile was wiped from system and new mytelus profile initiated with the same email address. I am able to see transaction numbers on credit card statement for old service which may be useful to find old subscription
Either has to be resolved by Telus, or only option input a chargeback, change visa number - really not beneficial to either party
