Canada-Complaints.com » Internet & Web » Complaint / review: Telus - The Fiture is a Fraud! | #17794

Telus
The Fiture is a Fraud!

I am writing this letter today after speaking with one of the all time rudest reps ever.

I called Telus today to simply disconnect my service. It ended up being a nightmare. Initially I spoke to a rep named Maryam whom was very understanding in the matter that in the whole time I have had my internet my connection has been less than perfect. The connection is constantly being dropped, and I have worked with tech support to the point that I could work in tech support myself.

After a year and a half of the service I decided that I had enough of paying for a mediocre quality of internet. Mind you, I did have numerous calls to tech support as mentioned above that continued for over 2 hours. At one point I even attempted to get a service call, but the technical support rep. told me that because the appt. date was 7 days out, he would not be able to give me an exact date as to when my appt. was for or when the technician would be coming out. So of course, a technician comes out when I am at work, and since nobody was home the issue was never attended to by a Telus technician, although, they did make sure to charge me $98 for a service call that never happened.

Why did I wait a year and a half you ask? I was stuck in the pit of all evils, a 3 year contract for internet.

When I called today and spoke to Maryam as I mentioned before, she was extremely understanding of the situation, and based on the fact that I did have so many service calls put in, she was willing to deduct $120 from the cancellation fee. Not what I wanted but it was an effort. After Maryam confirmed my trouble tickets, she proceeded to tell me that she could not issue the credit now because apparently the last time a technician came out, they determined it to be "faulty customer installation." According to her notes, a technician came out twice, and they both said the same thing. Funny, because no technician from Telus has ever stepped foot into my house. NEVER. Upon finding out this false information, Maryam proceeded to connect me with a manager that was available at the time.

I was transferred to a man named 'Frank', and when I spoke to 'Frank', it all went completely downhill from there. As soon as he came on the phone, he did not even introduce himself, I had to ask whom I was speaking with. He was extremely hostile right from the get go. He proceeded to say "I don't know what the problem could possible be seeing that the previous rep waived $120 of the cancellation fee, which you should not have gotten to begin with, your lucky to have gotten that." I was shocked, I had not even started yet and this is the wall I am facing already. I started my story, he started to cut me off and I stopped and told him that I had sensed a lot of hostility in the way he was talking to me, and asked him to just listen to me, as a customer. Even during that, he continued to cut me off and say "oh well, I'm sorry you feel that way, " then tell me "as soon as your done, your going to listen to what I have to say." I told him I really did not feel that his rudeness was needed, nor was it helping the situation, he said to me, "well would you like to call back tomorrow then? " Of course, I said no, and he then continued to say very loudly, "Why are you only calling us now if you had problems this long? My notes say a tech was out, why would my notes lie? A tech came and your at fault, I'm not waiving anything." At this point, I was beyond shocked... I could not believe that people like that are allowed to work for companies that deal with people. I asked 'Frank' for his rep number and he said "I'm definitely not giving that out! " He proceed to tell me that "there are deserving customers on hold and you can call back tomorrow if you have a problem with how I am speaking to you."

Obviously 'Frank' was a false name, but apparently all calls are recorded and notes are taken on the account, so someone there knows who this goof is.

Basically the reason for this letter is to expose Telus and their sham policies. During the end of the call, I was shaking with anger and upon hanging up, broke down in tears. I have never been spoken to so vile by anyone, especially a Manager at one of the biggest companies in Canada. I was appalled. The level of anger and frustration that I was feeling was like no other time in my life. I wanted to go out and look for this 'Frank' Character. I think they feel like because they have me locked in for at least 3 years they can abuse their customers and expect them to continue service based solely on the fact that their is a contract in place.

I want some response to this letter. I will send it to as many people, as many times as needed to make my point. Telus is in the business of fraud and volatile customer service skills. I am also writing this in hopes of opening the eyes of the staff at Telus, and Mr. Entwistle himself, and let them know that you cannot 'rape' people emotionally and financially and continue having a multi-million dollar corporation.

Until Telus gets in touch with me to rectify this situation, I am switching my home phone and internet to another provider and will spread the joyous news of just how friendly the future truly is looking.

Jackie
Vancouver, British Columbia
Canada

Date:

Company: Telus

Country: Canada   Province: British Columbia   City: Vancouver
Address: 555 Robson Street
Phone: 6046978000

Category: Internet & Web

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