This complaint is in relation to Customer Service Representative from the Telus Loyalty Department named Shawna. I'm calling from Ottawa, Ontario which means the Call Centre is likely based on Scarborough, Ontario or Ottawa on Tuesday August 31st, 2010.

3 Call History:

1) So two months ago, I was hoping to get the iPhone 4. I was 2 years into a 3-year contract, but I was eligible to sign a new contract with phone subsidy for the iPhone 4. I negotiated a plan with the Telus Loyality department, where they offered me a regular Talk + Data 50 plan, with free Caller ID, voicemail & 25 LD minutes.

I thought about signing a contract, just to get the discounted phone. In no way, shape or form did the Telus rep indicate that the "freebies" were based on a condition that I sign a contract. I thought the contract was simply a condition for the phone subsidy (which is the point of locking us in).

2) After some contemplation, I decided I wanted an unlocked device that I purchase outside of Telus (Samsung Galaxy S). So I found a supplier to get an unlocked version.

I called Telus last week, asked if I can switch phones. They said we'd have to go with a new plan, since I was on an old CDMA plan. The unlocked phone was a GSM that works on the Telus network. The guy told me I was eligible to go with the new plan that I negotiated with my new phone straight away.

I asked if he can confirm this, he transfered me to he Loyalty Department. The Loyalty department was closed, so I decided to call back at a later date.

3) When I called the Loyalty Department directly, I had a loyalty representative named Shawna. She was abrupt from the first moment I called her. When I told her what the Client Support rep told me, she immediately went onto defensive mode, as if I just insulted her very existence.

She told me I'd have to sign a 3 year contract. I asked "whats the point of me paying for an unlocked phone in full if I need to sign a contract".

She said, in these words: "We invest in you by giving you free caller ID, voicemail and 25 LD minutes. How dare you demand that we give you all this, without a commitment on your part"

I explained to her, that I was a customer for over 10 years, and the only thing keeping me with Telus is cause of these Freebies.

Shawna's response "You've had freebies for nearly 5 years, haven't you benefited enough from the benefits we give you? If you won't stay cause of a few benefits, you mine as well move on and find a company that can serve your needs. Clearly your asking for too much"

So after 10 years and 3 months as a solid customer that has always paid my bills ontime, ONE Call Centre rep has alientated me by brushing me aside like a rag.

For the record, the "freebies" are nothing small. From what the Client Support person told me, the Caller ID is worth $7 per month. The Voicemail is worth $7 per month, and the 25 LD minutes is not an option, but is worth at least $5 per month.

Thats $19 in services that she considers a minor issue. $19 is the difference between me staying with Telus, or going with another company. I have plenty of options, Bell, Rogers, Wind and Mobilicity. Being on the Ontario-Quebec border, eventually I'll even gain access to a Videotron GSM option with an 819 local number.

This is not the first time I've ran into a rude Loyalty rep.