Telus Closed our Account due to $2500+ in fraudulent charges...

goerzk · Thread Author #1 11-17-2011, 10:28 AM

Hey there Crackberry Readers!

As a long time tech enthusiast I have been through more phones then I can count, and over the last year it has been several, several smart phones! Now due to the introduction to all GSM networks in Canada, I can now gracefully unlock all of these devices to run with my long time network Telus. My family and I have been with Telus for over 12 years.
In september, during the busy back to school days, our phones went down. Why was a mystery at the time, but I also got an email saying that the email attached to the account had been changed to an address I had never heard of. We soon after discovered Telus had made the change, but more on that later.

It took us over four hours on the phone with customer help to have our phones turned back on, and when service was finally restored we didn't ask questions, just rejoiced!
Moving about a month into the future, our account goes down again. Loosing service on all of our devices. This time we needed to know why, and it turned out over $3000 in fraudulent charges had been achieved on our bill. To counter act this Telus changed our phone numbers, and locked out some other features of our account.

This caused a lot of damage as we run our own business, but what else could be done? So we ran with it, regardless of the business loss. Finally service was restored and we went on enjoying out phones again.

Another few weeks later phones go down, and to this date are still down. Why? Telus has now demanded that we pay the bill, in full, before they return service.
We have spent hours talking to customer service, and been re directed numerous times, to no amend. The longest amount of time spent on the phone with them was nearing six hours, and that was a complete re-direct circle, we ended up in the original department we called.

Finally today, talking to a Telus manager, and he told us our account was being closed. We tried to argue, and figure out what we did to achieve such poor treatment after so many years, and the manager promptly hung up on us! He hung up the phone on a 12 year customer...

So Crackberry Readers, we don't know what to do, or where to go. We have been rendered poor service, and due to the account closure our account has dragged down our credit score to nearly nothing. Our options are few - thoughts?
Thank you for any support I might achieve from you guys!

~ Keegan
Long time Blackberry User

lak611 · #2 11-17-2011, 10:57 AM

It sounds like the best way to deal with this matter would be to contact an attorney.

bbpandy · #3 11-17-2011, 07:19 PM

Besides the attorney, I would contact the Better Business Bureau. Also recently the government has set up a organization that deals with customer issues with the telecoms. I’m not sure what they are called but I recommend you call them too.

Let us know how things go…..It’s sad that these companies feel they can do whatever they want because there is so little competition out there.

southnam · #4 01-09-2012, 12:34 PM

With Rogers people keep on saying send things to teh office of the president.. Is there a contact that any one of us know of for a higher up person at Telus who would be rightly pissed to hear about situations like this.