Getting pretty steamed...
Back in January, we received our telephone bill with a charge for a new telephone that we supposedly had purchased - almost $300.00!!! So Josh calmly called Telus to tell them they had made a mistake, that we had not ordered this phone and to please take the charge off our account. The person he talked to was very understanding and cooperative and assured him that the false charge would be removed immediately. Then we get our February telephone bill and what do we find? Not only did they not remove the charge of the phantom phone but they have now charged us with a LATE FEE!!! Bunch of morons! So again Josh calmly but determinedly calls them up and asks them to remove this off our bill. The second person was not as cooperative but assured Josh that she would look into it and call him back. NO CALL! So today he called again - not as calmly but still very much in control (I was proud of him - I would have probably been screaming long ago). This person was the worst. She had the gall to suggest that we DID, in fact, purchase a telephone by visiting a "Telus Store". Josh asked how that would be possible since we did not pay for the darned thing. She said we must have given our telephone number, blah, blah, blah. What a ridiculous notion! People of the blogs: is it really possible to go into a "Telus Store" and walk in and leave with a $300.00 phone by just leaving your telephone number? I just can't imagine how this could happen. So anyway, Josh was assured that the matter would be resolved within the next 24 hours. We shall see...
posted by Helen Mueller at 5:49 PM
8 Comments:
Actually, if you can give any sort of billing info, someone could walk into a Telus store and walk away with a phone.
Sometimes it could be bringing in a bill, or giving the correct address and the name of the person responsible for the bill... but they should ask for ID. Just like cashiers are supposed to compare the signature on the credit card to the freshly signed slip. Supposed to, but usually don't.
I would get them to research which Telus store this "purchase" was allegedly completed, and demand (yes, DEMAND) to speak to a supervisor. And don't take the crap that they are the supervisor. Any attitude given by the employee is not okay. Ever. Ask them what kind of ID is required to purchase a $300 phone, and if the proper protocols were followed, how did someone walk away (STEAL) with a $300 phone. Don't let them bully you. Next, report them. To the media, call the trouble shooter, call whatever organization is their industry watchdog, be a real pain in the butt. But a polite pain in the butt.
If this doesn't get solved quickly (like before the middle of March) it will ruin your credit. Telus will send the whole bill to a collection agency, and possibly shut down your phone line.
And it will RUIN YOUR CREDIT! Once that delinquency is reported, it cannot be taken back.
This, from the mouth of Rob, through the fingers of Krista
Call them tomorrow. First thing. Be on their butt until they fax you a signed letter stating that this charge has been removed from your account, and that they apologize for the trouble they have caused you. Tell them you want the letter faxed that day, and the original mailed to you. Be DEMANDING!
If they refuse, tell them you will be talking to your MLA (Raj Pannu - hero of the working class,) the media, and possible legal counsel. Remind them that it is your credit (reputation and livelihood - the whole Pastor thing depends on reputation) is on the line, and you are not impressed. Remind them that they are not the only phone provider in the area.
This, again from Rob (my customer service and collections hero!)
If you haven't noticed, Rob is really upset about this... what a softie!
thanks - both of you. I think we really needed that.
Better Buisiness Bearau is good too.
They were very helpful to us a few years ago.
Good luck
cranky, whatever you do do not mention legal counsel.
it may not be a big deal, but i know that the company i work for, where i take calls to do tech support, as soon as "i'm calling my lawyer" is mentioned the call ends. we are instructed to end the call there...no more talking, no more negotiating, no more help. if you can stay away from mentioning lawyers (even if it's just an empty threat), do so.
also, being in customer service i just want to say one other thing: while it is fully your right (a right i support) to get this straightened out, remember that the first person you talk to about this when you call telus back has nothing to do with the other 2 or 3 you've talked to. as far as they're concerned, you're talking to them for the first time.
be persistent, but have mercy (unless they're a jerk...then fire with all guns blazing!).
Epilogue?
actually, i'm impressed that you got a call back. we shall see if they deliver on the important part...
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