I just got off the phone with a Telus rep about my cellular contract with them. For once in a couple of months I actually opened my (paper) bill to find that I owed them nearly $100. I was pretty choked by this because I'm on a $20 plan! I know I talk a lot on the phones but this was ridiculous! So I called them up to have them explain to me that I went over my limit. I told them that I had unlimited evenings and weekends so why am I being charged weekend minutes?! The girl had to go consult with her coworker for that answer. She came back onto the phone and said that there was a mistake in their coding and that I was charged by mistake. I have an "old" plan that doesn't match their code tables correctly therefore causing the "discrepency" in billing. I was furious. Patience is not one of my virtues - especially not with retail staff (as some of you have already experienced with me). I demanded a reconciliation of the current bill and any others that they mistakenly charged me for. I don't normally look at my bills as I'm an avid internet user and have set up my bills to automatically be debited from my accounts. She proceeded to elevate my blood pressure by telling me that she can not correct the past bills as they can not change the system when a "bill is printed". That's absurd and she knows it. It's digital data for goodness sake. What's worst is that I've paid this insane amount for the last 3 months!!! So in my highly irrational and irritated state I demanded to talk to a "client care" respresentative (you know...those people that you call up when you're negotiating a new contract) - she said that they were all busy (of course) and that she could put me into the "queue". I'm not dumb...I know how that works, I'm a call agent myself! So I told her that I am very unhappy with Telus' service and that I would never sign with them again. I asked her how long I had left on my contract (note to everyone - it's never worth it to sign a 3 year contract) and she said 17 months. I grunted and told her that I want to cancel the plan. She smurked (or I imagined she did) and said that I would have to pay a penalty. In retalliation I repeated my distaste for Telus and told her that it would still be cheaper to keep the Telus plan and not use it while signing up with Rogers. She said in a challenging tone "it's your choice". I took the bait. I told her that I would do it and to emphasize my vendictive behaviour I told her to cancel all feature bundles on my phone and have it at the bare-bones plan. :-) Lol - so now that it's been a couple of hours and I've received 2 phone calls, I realize caller-id and voicemail isn't so bad after all. So there we have it folks; I don't have voicemail or caller ID. Maybe one of these days when I pull my foot out of my mouth I'll reactivate the caller ID and voicemail.You know what the truly ironic part about all this is? I'm taking a tour of the new Telus Call Center at the end of next week. I get to spend the morning job shadowing one of their agents to compare their job with ours. Aparently we are the "industry leaders" in the world of Help Desks so their center is sending staff over to job shadow with us as well. :-) Learning from "the best". Lol - wouldn't it be just "swell" if the agent I sit with is "Victoria" (the poor girl that had to deal with me today). Ah - life is funny.
4 comments:
When I made a change to my plan with Rogers, they accidentally (I suppose) took off my "first three months unlimited everything" and my first bill after that had $142 in daytime minute charges! I was seething that someone doesn't know how to use their system, at their system, and having to be on hold for SO LONG to get the darn thing fixed. I don't really trust them to be thorough when they say they've looked at old bills and made an adjustments. But are we going to really whip out calculators and argue to the last dollar?
You have to outright threaten to cancel (a big step!) for them to sweeten the deal. I've heard of that happening to people wanting to walk away from Telus and when I told Bell I was leaving... but then I had already purchased my Rogers plan. (It's for three years - eep!)
I've had problems with Telus as well but it was with their Internet service instead of their mobility dept. I got fed up with them and told them to cancel my service hoping they'd try to make more of an attempt to keep me as a customer but they called my bluff.
Eventually I ended up going back b/c i realized it would be too much work to change my email addresses. I'm slowly disconnecting myself from my telus email now so next time I get pissed I can leave.
I haven't had the same problem with their mobility dept but if you get escalated up to "loyalty care" then they might be able to do a little bit more, although they're still held down by the powers that be.
Yeah, I was with Telus, they suspended us for 30 days so I went with Netscape, which uses Telus backbone, with unlimited download.
Telus is retarded! You know, by not refunded you the mischarge, they are pretty much stealing your money. I don't know how they can legally get away with that. You should sue their ass.
When I moved into my place (duplex) in Burnaby, they told me they had to install a phone line to my home. I told them not to, infact I was calling from the line in the house, but I just need a new number set to the line (something they can do over the phone). Nope, they insisted there was no line there. Again, I said, I was using that line right now. Blah blah blah. I was on hold each time for over an hour when they talked to a supervisor. Perplexed! Then they ended up sending a truck to see in fact the house was connected. Then they charged me for the truck to come to the house!
#$*@*(!!!
So much grief. I didn't pay it, and that only worked cause I know some people that work at Telus that had some sense and got it corrected.
To punish the girl that gave me grief over the phone I made her go through like 40 phone #'s before I picked one I "liked".
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