I made a formal complaint against them early last year because they kept billing me monthly even though my service with them was over. 4 months of it, and every month I would call and wait on hold and explain that I wasn’t a customer and didn’t have their services anymore. Then next month a new bill would come. I relentlessly tried to escalate to someone higher up who could actually understand what was happening, only for a new bill to come the next month.
My ONLY recourse was to file a formal complaint with the CCTS. If that’s the last line of defense from a huge company and companies are trying to make it harder to be held accountable Im pretty sure it needs to be made easier. Ridiculous that they should even petition, acknowledge, or hint at any involvement with the CCTS beyond working to make consumer relations EASIER is a joke, borderline illegal.
Oh and I’ll just add that filing a complaint with the CRTC wasn’t exactly easy either. I had to do an extensive write-up outlining exactly my issue and how I tried to resolve it, including my attempts to talk to someone within Telus that could help me that wasn’t a base level customer service agent. Then the complaint had to be reviewed before approved before I was contacted by anyone at Telus weeks later. Oh and by the way once I had a case specialist who understood the problem and assured me it was fixed - I received another bill. LOL.
Telus wants you to prove you’ve escalated the issue to a second level. Make it easier to do that then. Make that a real option when you call in instead of having to talk to an agent who’s going to run circles around trying to troubleshoot an issue you know isn’t going to be fixed without intervention.