August 29, 2007
To The Office of the President,
I have been a TELUS customer since December 2004. In that time, I have experienced a serious decline in the level of customer service, culminating in the fight for the past 2 weeks to have a credit owed applied to my account.
On July 27, 2007 I called in to question several charges to my son’s phone. The calls were made in the evening, after 6pm and should have been a part of our Extended Shared Evenings & Weekends. After being put on hold for 15 minutes, I hung up and emailed your e.Care department. I received a call back approximately 20 minutes later from the CSR I had been dealing with to inform me a credit of 18.55 + applicable taxes would be applied to my next billing.
Fast forward to August 22nd, 2007. No credit has appeared on my August bill and when I call in; I am told the credit is still open for review. What does that mean exactly? The CSR was unable to tell me, just that it could not be applied till the individuals involved had closed it.
While I was on the phone, I was questioning a charge of 4.67 for the Shared Evenings and Weekends package. I was told this was because I asked to have the service added. First and foremost, I never did. Secondly, I already pay 10.00 a month for that and have since we switched to the Family Plan in September 2006.
Again, after being on the phone for over 20 minutes, with no resolutions, I advised the CSR that someone better figure it out and call me back before the end of the day. When Jordan called me back, he told me the credit for 18.55 was closed and would be on my September statement and that the 4.67 was TELUS’ error and would be on my September statement as well.
Imagine my surprise to get a reply from your e.Care department telling me that my credit of 18.55 was clearly visible on my bill and they didn’t know why I couldn’t see it. They also stated that I should be able to view a history of my transactions. This is not the case. I copy and pasted my last 2 ebills into my reply, to show that I am capable of reading and using the internet. No where on my ebill as of August 29, 2007 does it show the amount of my Last Bill as your e.Care department seems to think it does. Also, no where am I able to view a history of my transactions.
I called back into your Billing department, as my frustration level had far exceeded what it should for 18.55, but then a lack of customer service and poor communication skills on the CSR’s parts will do that to a person.
According to Christine in your Billing department, whom I gave my ID and password to, she was unable to see what the e.Care department can see and feel I am too illiterate to see. She even stated that she thought it looked as though changes had been made to the format of the ebill.
As it stands right now, I have switched back to paper invoices instead of e bills as I can no longer trust the data you make available to me online. It’s glaringly apparent it’s different from what is on your end, which creates a great sense of distrust.
Apparently both of these credits have been applied to my bill and I should just accept that. Unfortunately, after the ridiculous amount of time I have wasted going back and forth with TELUS about this, I am hesitant to take your word for this. I will wait till I receive a hard copy showing this to be a concrete fact.
I would also suggest that you hire individuals for your e.Care department who can actually read a customer’s complaint in its entirety and respond correctly to that complaint. I routinely when asking questions thru email, have to send multiple emails just to get a full answer and to be quite honest, the condescending wording in the one received August 29th, 2007 at 1:22PM ensured I will be leaving TELUS in December 2007.
I would appreciate a written reply to this letter within a suitable timeframe.
Sincerely,
