Working in customer service at a contact center, I know how frustrating it can be to suddenly get a customer on the line that was a) pi**ed off to begin with, b) would rather be doing anything else that call you and c) is NOW pi**ed off that they just hate to wait 10 minutes in a queue to speak to you. So imagine how delighted I was when, having played a game of ping pong with The Canadian One when we needed call Telus earlier today, neither of us had much success.
The basics of my issue was, they wrote to us telling us we should switch over to paperless billing to receive a $5 credit to our account. That very day, I switched and then waited. I got my Enmax bill, my Bell bill, The Canadian One’s Bell bill and our credit card bills but no Telus.
Today I got my Telus bill dated August 16th and due August 18th.
Now, I work at the bank, I know it takes 2-3 business days to post a bill to an account and payment via credit card will trigger a cash advance fee. It’s Friday. August 18th is Sunday.
Also, where was my $5 credit?
Now, my issues with Telus stem back to when we first arrived in Canada four months ago when I called them for information and they convinced us to sign up to a three year deal to get a free TV to save ourselves ‘buying a new TV’. We agreed. A free TV is always better than no TV and we signed up.
They came. They installed. They said our TV would arrive in six weeks.
Soooooo we had cable but no TV….o.O…YEP….
Now, they proved themselves very helpful in this instance so I assumed they’d be just as helpful this time if they answered their phones!
Tonight, I came home, heated up my stew and sat down to wait for Telus to answer their phone.
In the midst of listening to bad pop songs blaring through the speakerphone of the iPhone, I was batting back and forth with Chris of 2KoB on Twitter when I decided to write a Twitter rant…and got a reply…:
THEN I finally got through to a super helpful agent who helped me set up a pre-authorized debit, sort the issue of the late bill arrival and had a general happiness about him for someone working a Friday night.
Among the things said in the conversation:
Me: “Telus are writing to me on Twitter! How did they find me?!!”
Me: “In the letter it says I’d get $2 if I signed up for e-billing. Where’s my $2?”
Him, laughing: “Actually it’s $5.”
Me: “Where’s my $5?!!”
Lol! He laughed and promised me my $5.
Then I posted this:
And then I got this:
I guess we’re friends now.
At my work, we get candy and reward point if we get customer commendations, I hope the dude I talked to gets candy and rewards!