Telus Complaint

[northernbc]

Our diffuculites with Telus Mobility and Telus (land lines)

We have been long standing customers with telus for some time. In the last year we have been trying to contact telus to get the number switched from one name to another. After subsequent phone calls to no solution, a representative authorized me to be on the account, but no answer to transfer this account.

During the Bill we recieved a bill for 700.00, to my surprise was a major mistake, after recieving threats to pay, i paid the account, after someone noticed the mistake gave us a credit of 600.00

After a year goes by i pay up the account and cancel the service, I am away on business. I arrive back to find that the telephone had not been disconnected and there was a balance due. I contacted telus mobility and tell them that I disconnected the phone three months ago and surprised that no one had cancelled it.

A client quality control representative settles the diffuculty and tells us that he will adjust the bill, and cancel the phone, and that in three months if we wish to come back to telus that they would give a new phone, and tranfer the account to myself. This was told to my father, and myself that we had a zero balance on the account to date.
A month later I telephone to find out what kind of deal that the client care representative had quoted to my father since the three months expiry was coming near since our last conversations with Telus.

The operator had no idea what I was talking about, and that the account had a 97.00 balance. After I was told that there was a 'zero' balance were did this 97.00 come from? This week collections has contacted my father for the phantom 97.00.

I will never have another service through telus, and if they didn't own the phone lines I would not be with them now. We also switched our long distance carrier to primus, and they have been excellent!
I searched the Telus mobility for the same department that I talked which the rep called himself the Client quality control officer, and I could not find it. I also made a report to the Better business bureau, and to the investor relations branch of telus.

Even though it is 97.00 this is no way to treat customers, and they will never have this one returning and as many as I can sway away from this company I can.!@ #$%#$%

[Barry]

Sounds like yet another casualty of the large corporate company. Sounds like Telus doesn't have a central system where they can apply credits immediately that will propogate over the entire system so people aren't re-billed, etc. Best thing to do when you're dealing with customer care, or anybody higher up, is to collect their name and extensions, that way you have something to work with when it's time to renew, subscribe, or if something goes awry. Thanks for your input.

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[northernbc]

HI Barry, []

Yes, you would of figured that the agreement made on the phone with the client care rep would of been recorded on the computer, rather than just oral.
When the operators that review the file on the computer it is written right there infront of them.
Yes, we learned that the hard way to get names since no one knows what is going on from one person to the next. After the Rep who handled the complaint told us both that there was a 'ZERO' balance after adjusting the account back three months for their error for non cancellation. [mad]

Even if they did make a clerical error and found that there was a positive balance owing after they told us that there was a 'Zero' balance, wouldn't you figure you would side on the customers requests, and adjust specially after so much errors have been done on the account? Specially if they have been a long term client? As well as back dating the account they send it to the credit bureau since they deem there was 'no' payment on the account for a long time. Well geeze, it was cancelled wasn't it?

I am definately not impressed.

Q. Who does Telus Mobility report to? It is not the CRTC... what licencing body and regulations do they have to report to ?
I searched the Better Business bureau and it doesn't seem they are also registered there.

Thanks barry for answering me so quick this is all frustrating...

PS maybe if I phone enough times to Telus we will originally get the person who told us that there was a "zero" balance and that if we sign back before the three month period we will recieve a free cell? Going to be a long day

[Barry]

I wouldn't hold the BBB up with any esteem, those who pay them will get in, those who don't pay dont get in..... Not exactly a tight system as most think.... They would report to the CRTC, however, sending a complaint would be lost.... Having said that, if everyone just looked the other way when corporate giants toss customers around then they' continue doing, so maybe go ahead and try your options. The BBB won't do anything though. Your best bet may be to find a 'ombudsman' of sorts with Telus, I've found that if you hassle enough, and get the right people and demand answers, you'll win since they don't like losing customers.

Unfortunately I do'nt have anyone from Telus that you can contact, they don't pop up in the forums officially.... yet. Not sure if phoning them in an effort to get the same person would help.... just ask to speak to a manager of sorts.... see where that gets you... Good luck! Let us know how it turns out.

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