The Frustration of Being a Telus Mobility Customer: When "Customer Service" Becomes a Oxymoron

In an era where customer-centricity is a buzzword, my recent experience with Telus Mobility has been nothing short of exasperating. Like many of you, I expected that when an issue arises—especially one involving unexplained charges on my bill—I could quickly and easily reach someone who can help. But what should have been a simple query turned into an odyssey through the labyrinth of automated systems and disinterested representatives.

The Endless Loop of Bots and Scripted Responses

It all started with a very sleazy "Account Manger" hard-selling an upgrade that "would be better and cheaper because I am such a loyal customer" resulting in a series of unfamiliar charge on my bill. No problem, I thought. I'll just call and get it sorted out. I was wrong.

During the sales process Lloyd called me every day, sometimes several times a day. Once the sale went through my "Account Manager" disappeared. Does not answer my calls. Does not respond to my emails. I guess he's busy tracking down the next sucker.

So I call customer service...

The first obstacle was getting past the chatbots, which seem to have been designed more for deflecting questions than answering them. I described my problem, hoping to be connected to a human. Instead, I received a series of canned responses that were frustratingly unhelpful. "Let me help you with that," the bot would say, only to direct me to generic FAQ pages or my Telus app, that didn't address my concern at all.

Human Interaction? Not Quite.

After several futile attempts to get a bot to understand my issue, I finally reached a live person. Relief washed over me—until I realized that this "live person" was reading from a script. After answering 7 - yes seven! - verification facts about me, we began down the road of explaining the bill. When I asked for a breakdown of the charges on my bill, I was given a vague explanation that didn't clarify anything. All she did was explain "Telus' policies", which as a frustrated customer, I could give two-sh*ts about. I pushed for details, but the representative seemed either unable or unwilling to deviate from the script and would not transfer me to Billing so I could actually speak to someone who could explain it.

The Impact of Poor Customer Service on Brand Loyalty

As a long-time customer of Telus Mobility, I was deeply disappointed. It’s not just about the money—though that’s certainly important—it’s about the principle. When we, as customers, are faced with issues, we expect companies to respect our time and provide clear, actionable solutions. What I encountered instead was a wall of bureaucracy that made me feel more like a nuisance than a valued customer.

This experience has made me reconsider my loyalty to Telus and has me questioning why I should remain with a company that makes resolving a simple billing issue so difficult and upgrading such an unpleasant experience. In an age where customers have more choices than ever, poor customer service is a surefire way to lose business. Switching makes little difference as Bell and Rogers are the same. I just get more hassle and a little short-term satisfaction if I switch.

What Needs to Change?

This is marketing 101, yet it seems marketers are so busy doing things TO their customers they no longer do much FOR them. Companies like Telus need to remember that at the core of customer service is empathy. A customer calling with an issue isn't just seeking a solution—they're looking for reassurance that their concerns matter. This requires more than just chatbots and scripted responses; it demands well-trained, empowered employees who can resolve issues efficiently. Chances are that customer is already frustrated when they decided to make the call. Getting by waves of chat bot questions that are irrelevant to the situation and being asked to verify yourself seven different ways is nothing short of insanity. Finally reaching a person who cannot do anything for you, well, that’s certainly icing on the cake.

Transparency would help, but there are so many dark patterns being used, most brands can no longer be truly transparent. When a customer asks about charges on their bill, they deserve a clear, itemized explanation - in fact that should be offered up when the original bill is received. Anything less is unacceptable and erodes trust in the brand and their sneaky dark patterns designed to steal a few more bucks from every client.

In the end, my ordeal with Telus Mobility is a cautionary tale for any company that values its customers. As businesses increasingly rely on technology to manage customer interactions, they cannot lose sight of the importance of human touch and genuine service. Because, at the end of the day, customer loyalty is built on trust—and trust is earned through every interaction, not just by delivering a service, but by making customers feel respected, appreciated, heard and valued.

If you’ve had similar experiences with customer service, share your story in the comments. Let’s all advocate for better treatment from the brands we support!