Far too long to solve an account issue

  • 1
  • Problem
  • Updated 1 year ago
Just wondering about wait times, and transfers, and account issues actually being resolved (the first time, not the third or fourth...and really, even now we're only hoping that it's been fixed, since we had thought it had been resolved previously...more than once). My husband was on the phone tonight for an hour and 50 minutes, spoke with 3 people, and this was the third or fourth time he had called to resolve an issue that was the fault of MTS to begin with! How is it possible that we have to put so much time into fixing MTS's mistake? Not very good overall customer service, in my opinion. The representatives he spoke with were very nice, and we don't have an issue with any individual person, but there is something very wrong with the larger system when it is this DIFFICULT to fix a problem.
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Trudy Smith

  • 70 Points
  • frustrated

Posted 1 year ago

  • 1
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Dan, Champion

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What seems to be the billing issue?
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Gillian, Official Rep

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Hey Trudy!

Thanks for your feedback, and I'm sorry to hear that it took longer than expected to resolve your issue.

I'm going to pass along your feedback for sure on your situation, but would you mind sending me the details to community@mts.ca - I would love to take a look and see where we could make things run better.

Thanks!
Gillian