Post by unhappycustomer on Jul 7, 2011 19:03:12 GMT -5
I have been without a telephone for five days (since Sunday). Teleus just disconnected my phone line. the TV and internet still work and my account has NEVER been in arrears. I phoned (repeatedly) and then on Tuesday was told that someone would be out to fix my phone on thursday between 11 am and 1 pm. Nobody ever showed up or called to cancel. I called them at 1:10 pm and was told "a tech was on his way", when I asked when I could expect someone I was put on hold for about 10 mins and then told that the "tech was on site". Nobody was here from Telus. When I questioned this I was told again that the tech was on site. I don't know what kind of scam the techs are pulling but NOBODY from telus ever arrived at my home.
I also found out that my phone number was ringing at someone else's home (they actually answered the phone several times and had people ask for me) . When I told Telus this they didn't seem to care. They then told me the problem was "inside" and would be fixed "today". My telephone line is still dead. The other people are still getting my calls and Telus is too incompetent to do anything about it.
I called the customer support people and told them I would not be paying for any charges to my telephone from last sunday (when my phone line went dead) until the phone worked again and that I would not be responsible for any charges the people who currently have my phone line made. I also refuse to pay for telephone service when I don't have telephone service.
I am tired of terrible customer service from someone who can't even prononce my name correctly (even after I tell them how to say it three times - my name is not hard to pronounce) and then repeatedly lie to me. I was told someone would come to fix my phone between 11:00 am and 1:00 pm. Nobody did. I was told they would call me either to cancel or if they were going to be late. Nobody called me, I had to call them. My phone has not been fixed. I was told a "tech was on site" nobody was "on site" at my home.
How can this company get off saying they are customer service oriented. They don't care about their customers or even providing ANY level of service. Their automated phone line is a joke. Since I wasn't calling about the number I was calling on, I was given the fifth degree when I tired to report that my phone was not working. How could I call them on my phone when it wasn't working?? I have to ask what kind of stupidity that was.
I plan on filing a complaint with the CRTC. It is bad enough that they randomly disconnected my telephone but they did it when my aunt is in the hostpital in critical condition and I have family members from out of town trying to reach me.
I am also going to seriously consider an alternative telephone, interent and TV service provider and have no intention of paying any kind of cancellation fees because as far as I am concerned they have breeched their contract with me by disconnecting my phone service, doing NOTHING to fix it and giving someone else my phone line.
The Saga continues
Of course they didn't fix my phone on thursday. I spoke to someone else at the call center in India last night and this person actually read the comments in the file and told me that the call was closed because my phone line was working. Some tech called my number and guess what, someone answered the phone. The tech then closed the call because the "phone line was working". He/she did not bother to verify who they were talking to, it wasn't me. The guy at the call center had to open another file for me and put in another service call.
I can diagnois this problem better than Telus. Someone disconnected my phone line at the wire center. Why? Who knows they probably made a mistake. Then the phone line was reconnected to another residence. The person who was supposed to fix the problem cut corners and did not do his/her job properly. They just phoned the number and since someone answered assumed it must be fixed.
The only thing I can say is that I have no faith in Telus's abiblity to provide me with services. Most of the people I have had to deal with appear to be less than competent. I just hope Telus management reads the comments posted on this site and realize just how poorly they are running this company.
I also found out that my phone number was ringing at someone else's home (they actually answered the phone several times and had people ask for me) . When I told Telus this they didn't seem to care. They then told me the problem was "inside" and would be fixed "today". My telephone line is still dead. The other people are still getting my calls and Telus is too incompetent to do anything about it.
I called the customer support people and told them I would not be paying for any charges to my telephone from last sunday (when my phone line went dead) until the phone worked again and that I would not be responsible for any charges the people who currently have my phone line made. I also refuse to pay for telephone service when I don't have telephone service.
I am tired of terrible customer service from someone who can't even prononce my name correctly (even after I tell them how to say it three times - my name is not hard to pronounce) and then repeatedly lie to me. I was told someone would come to fix my phone between 11:00 am and 1:00 pm. Nobody did. I was told they would call me either to cancel or if they were going to be late. Nobody called me, I had to call them. My phone has not been fixed. I was told a "tech was on site" nobody was "on site" at my home.
How can this company get off saying they are customer service oriented. They don't care about their customers or even providing ANY level of service. Their automated phone line is a joke. Since I wasn't calling about the number I was calling on, I was given the fifth degree when I tired to report that my phone was not working. How could I call them on my phone when it wasn't working?? I have to ask what kind of stupidity that was.
I plan on filing a complaint with the CRTC. It is bad enough that they randomly disconnected my telephone but they did it when my aunt is in the hostpital in critical condition and I have family members from out of town trying to reach me.
I am also going to seriously consider an alternative telephone, interent and TV service provider and have no intention of paying any kind of cancellation fees because as far as I am concerned they have breeched their contract with me by disconnecting my phone service, doing NOTHING to fix it and giving someone else my phone line.
The Saga continues
Of course they didn't fix my phone on thursday. I spoke to someone else at the call center in India last night and this person actually read the comments in the file and told me that the call was closed because my phone line was working. Some tech called my number and guess what, someone answered the phone. The tech then closed the call because the "phone line was working". He/she did not bother to verify who they were talking to, it wasn't me. The guy at the call center had to open another file for me and put in another service call.
I can diagnois this problem better than Telus. Someone disconnected my phone line at the wire center. Why? Who knows they probably made a mistake. Then the phone line was reconnected to another residence. The person who was supposed to fix the problem cut corners and did not do his/her job properly. They just phoned the number and since someone answered assumed it must be fixed.
The only thing I can say is that I have no faith in Telus's abiblity to provide me with services. Most of the people I have had to deal with appear to be less than competent. I just hope Telus management reads the comments posted on this site and realize just how poorly they are running this company.