Most companies understand the value of long term customers. Whether offering deals or discounts they strive towards retention. Occasionally some disembark from common sense to push short term profits instead. Telus Mobility seems bent on that approach.
Long term customers have expectations such as not messing with billing and/or service. The Telus plan I had was adequate and reasonably priced, but billing was done by text. No paper bills no emails. A non issue for years until suddenly the amount changed.
Initial inquiry was met with a bizarre response – “Didn’t you see it was going up? It was in your last billing.” How did they not know they only sent text messages with the billing amount and no paper bills? Apparently, I was supposed to log into the app which stopped working some time ago because the phone is older. It took some time to convince the representative this was unacceptable “notification”, but they remained un-sympathetic.
I argued service was now priced beyond competitor rates which suddenly resulted in the re-instated old amount. It lasted for the length of the gestation of an Orangutan – nine months. Another no notice change and surprise – no mention of a pending increase, but here it was again. Perhaps it was in the paper insert that isn’t sent.
Over those nine months, no out of country carrier connection, the addition of 16 dollar roaming charges when it got fixed, and a non working voice mail web portal. Less service, rate changes without notice, higher than competitor pricing, and selling my data without consent adds up to goodbye – thanks for your “sorry to see you go” email, though.