Oh and I'll just add that filing a complaint with the CRTC wasn't exactly easy either. I had to do an extensive write-up outlining exactly my issue and how I tried to resolve it, including my attempts to talk to someone within Telus that could help me that wasn't a base level customer service agent. Then the complaint had to be reviewed before approved before I was contacted by anyone at Telus weeks later. Oh and by the way once I had a case specialist who understood the problem and assured me it was fixed - I received another bill. LOL.

Telus wants you to prove you've escalated the issue to a second level. Make it easier to do that then. Make that a real option when you call in instead of having to talk to an agent who's going to run circles around trying to troubleshoot an issue you know isn't going to be fixed without intervention.