Complaint / review / scam report
Very poor customer service

Telus phone/internet provider gave me a discounted package price for 1 yr. After 1 yr when they increased the internet fee there was an unexplainable $20 fee which they said they would credit back. I also chose at that time to downgrade my internet service to the slower high speed. The next bill came with no credits and no downgrade. When I phoned in again they would not give me the credit that I was promised before and had no explination why I wasn't downgraded as I had requested. When I demanded to talk to a supervisor/manager to complain about the poor service, she wouldn't let me. I phoned back again and was told a manager would phone back within 4 hrs. I waited 4 hours and but could not get through again after 45minutes on hold. Later that night I managed to contact them and was told a manager called within 5 minutes (when I was phoning other service providers) of my first requesting to speak with supervisor when I was told I couldn't hold for one but had to wait for a return call. I never did get to speak with manager as they never tried calling again (call display proves it).

So I decided to go with a new internet/phone provider. The day that they contacted Telus to inform them of the cancellation, Telus, without any explainable reason, cancelled the free Telus Security Services for my internet. When I phoned Telus tech services, they tried to tell me that I never signed up for this feature and that I could only get it the day after my service was cancelled. This makes no sense to me, but this is the kind of service you can expect from Telus.

Is this good business sense to treat customers like this? To give poor customer service repeatedly until you are so frustrated you decide to cancel and then remove your internet security features for the last 2 weeks that you need to wait to cancel their service? I guess this is Telus's way of saying "screw you, don't ever come back to us, we don't need or want you as a customer anyway"!

Note: Telus once had a monopoly on phone service in my area until government regulation opened up competition. It looks like Telus still needs to learn that good customer service is very important to stay competitive in the current phone/internet service provider market!
Author: Contact with Author

Offender: Telus

Country: Canada   Province: Alberta   City: Calgary

Category: Internet & Web


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