Fucked up Telus situation, how to deal with it

[Hondaracer]

Ok so long story short a while back my GF got an invoice to some guy named "Qumar Ali" on her Telus bill, with Telus she has Optic TV, Internet, and her Cell

so natrually shes like wtf.. phones telus and they tell her that the address on the account is some address in Moosejaw, so again it's a big WTF...

the fucking original rep tells her that it's "ok because her card is the one on file and will only be billed the charges under her name"

she says ok well i need that changed ASAP, they give her this big run around about how "the primary account holder is the only one that can change the address" shes like how the hell can that be when he's been the one and only person ever on the account? they say they changed it, carry on

fast forward a month she gets an additional $50 charge on her visa on top of the regular $112 or whatever, looks it up online and again its a double charge for this Qumar guy

Phones AGAIN and they cannot verify her account through any means, after asking for her fucking Drivers Liscence #, SIN #, and finally the only way they can verify it's her account is the Visa that it attached as the billing source, rep says everythings changed good to go

Today she gets an overdue bill for $512 to Qumar Ali, phones telus flipping her shit and they litterally tell her "Sorry but our line for 'angry customers' is closed for the day"

Wtf... it's fucked litterally cannot get this shit changed no matter who she calls, basically i'm gonna call on saturday get her to say i'm representing her and get to Retentions and litterally pay to cancel all services to get out of this shit, its fucked never seen worse CS than this ever..

[Recon604]

dont get why you guys continue to deal with them. should have switched carriers and move on

[BaoTurbo]

You should have cancelled the credit card and report the fraud. Her address is changed and someone must have been able to use her account to do whatever WITH her credit card still attached to the account. Shouldn't have taken this lightly even when its changed because someone had her info in order to make those changes in the first place.

I would call Telus and cancel or have Telus do something about it, but I would also CHECK your credit file while you're at it as well. You never know what else can go wrong when it comes to identity theft or fraud. Also change the credit card number.

[Alby]

take note of everything. write up the timeline with details. send it up the chain. stop dealing with the reps. they are useless from my experience with them before. if the top of the chain isn't doing squat, send it up to the regulating bodies.

[Hondaracer]

this all only happened basically in the last month, but yea cancelling the card etc. is probably a good first step, she'd have no problem cancelling everything and switching providers but all this shit happened basically right after she upgraded to the 5S, so it will be a $$$ buyout to get out now

do you report fraud to Telus or is there a body to report it to?

[Mr.HappySilp]

First thing your gf should do is cancel her Credit card as soon as she find out something like this happen or at least remove her CC from telus. Also make the sales rep change the name and address and put a pw on the acct and only the acct holder who had the pw can make changes. Then ask the rep for their full name, their ID and ask them to E-mail to confirm.
9.5/10 rep that works at these big company don't get their shit down till they are force to. That's why when I do fido chat support I always tell the rep I am E-mailing myself a copy of the converstion right at the beginning so they don't make a mistake.

Now with your gf case call Telus and ask to speak to a manager and give them a time frame. Also ask the rep for their full and ID. Don't let their bull shit scare you, they are require to give those info to a customer if require. Be firm and let them know you have everything recorded and you are going to report this to the police and BBB (doesn't hurt to go to the police and open a file) tell the Telus rep the file number you have with the police. 100% of the time they will get a manager right away since they know they are in big trouble. Do the same with your credit card compnay so they can refund the charges that you didn't use.
Once you talk to the manager at Telus tell him you will not be paying a penny till this is resolve and the police have been notify. Once this is all clear demand to cancel the contract without paying anything since Telus screw up and have been jerking you around and this is causing stress to your life and how it cause you to not able to sleep at night blah blah....
Also make a complain to Participating Service Providers | CCTS · CPRST
they actually follow up with you and are usually very good with forcing cell phone providers to get their act together.

[FerrariEnzo]

so some guy is using her card?

call the police and have them involved?

or next time she calls in, have it on speaker and record the ENTIRE convo.. so you have some concrete info to go on

[Anjew]

Originally Posted by Hondaracer

Phones AGAIN and they cannot verify her account through any means, after asking for her fucking Drivers Liscence #, SIN #,

This happened to me too, funny part was i told them my address and they still could not find my account even if the telus modem was right in front of me working.

[melloman]

That's fucked.. why would you even give your DL# and SIN#?

By the sounds of it, your gf has been scammed. If they are asking for that much personal information, identity theft would be #1 in my mind.. fuck a Telus bill.

They have her name, address, birth date, DL#, SIN#, CC info..

First thing I would've done when I heard all the round around, would've been to hang up and cancel the CC. Then I'd be calling Rogers/Shaw to come over and setup their services.

[Hondaracer]

I stopped her when they asked for DL and SIN cause I was like wtfff why the fuck would they even have any of that info?
Posted via RS Mobile

[Psykopathik]

do a google search on your GF.

that's how i found out my CC had been compromised. the CC# was posted on a closed down hacker site. all my info and full name as well.

[Soundy]

Rather than simply cancelling the CC, too, she should let the CC company know what's going on - those guys are balls-to-the-wall when it comes to fraud.

[Hondaracer]

So she called her visa cancelled reported the situation and told them suspected fraud, finally talks to a supervisor and presents all her info and the prior record of the calls she's made and the supervisor finally says oh yea, so it is fraud and transfer is to their fraud case

What's fucked up is that somehow the supervisor who reviewed the case told her specifically that the fraud occurred "in store" :/

Since she just got the 5S she's going to try and get her two year term waived in return then cancel everything and switch to Rogers/shaw
Posted via RS Mobile

[JKam]

Had something similar happen to me as well. Make sure you get a credit report from TransUnion and Equifax and have it resolved if anything weird shows up.

[dicecube]

Fucking Qumar Ali, I never liked that guy

[cruz-in]

i used to remember when i received a fake rogers invoice that had fake customer service number on them. 9/10 times i ever need to call rogers for anything, i just to look at the number on the invoice , instead of looking on the interwebs.

but ya, as soon as they asked for my DL and sin, flags went off and i hung up. none the less, i never received another one.

[GabAlmighty]

Hmm... I live in Moose Jaw..

[Soundy]

Originally Posted by GabAlmighty

Hmm... I live in Moose Jaw..

Better than living in Moose Knuckle!

[dasuperstar]

Originally Posted by JKam

Had something similar happen to me as well. Make sure you get a credit report from TransUnion and Equifax and have it resolved if anything weird shows up.

This is super true. Once things are resolve monitor your credit records. Telus reports it fast specially when your behind in payment. You have to do this

To make things easy for you and get this resolve quick create a BBB case

Better Business Bureau - British Columbia, Lower Mainland, Interior, Yukon

This will allow you to talk to their manager or their resolution specialist. I did this with Rogers and I got an amazing respond time and results

[josayeee]

Originally Posted by Hondaracer

So she called her visa cancelled reported the situation and told them suspected fraud, finally talks to a supervisor and presents all her info and the prior record of the calls she's made and the supervisor finally says oh yea, so it is fraud and transfer is to their fraud case

What's fucked up is that somehow the supervisor who reviewed the case told her specifically that the fraud occurred "in store" :/

Since she just got the 5S she's going to try and get her two year term waived in return then cancel everything and switch to Rogers/shaw
Posted via RS Mobile

I know right away it was an employee from the telus store who did this. They charged for home phone and internet. Telus employees who work at the mall selling phones get $100 commission for this. So they always push for it.

[Mr.Money]

It Seems there is a inside Telus scam too...Do any of you ever notice when you get your brand new fresh phone the next day you receive calls from telemarketers?

[wstce92]

don't stop. if the cs rep had the balls to say to you "the line for angry customers is closed for the day", show him/her you have the balls to get him fired. and get him/her fired

[tiger_handheld]

1- start charging back all the CC charges
2- start CCTS
3- walk into a telus store and cause a shit storm

[dicecube]

Any update?

[nabs]

Make sure you tweet about it, serious. Telus's PR and Social Media department are always scanning Twitter for things like this. This may be a way to get them to fix this shit.