TELUS
Reviews and Complaints

I am filing this complaint because Telus has placed my bill with a collections agency although I was in process of speaking with telus in regards to incorrect billing for equipment that I did not have. Telus has sent my bill to collections prior to resolving the issue about the bill and prior to the bill's end date.
I have already paid the bill and resolved the issue with telus prior to the end date and the bill was already at collections. TELUS needs to handle their business better. Nobody needs to be sent to collections and have their credit rating at risk due to Telus negligence.

I am filing this complaints against because they too my name Tony Goloman to credit collection for the money I do not owe. I don't owe this money due the following reasons 1. They capped my internet usage without consent . 2 They changed the price of my internet I was paying for internet service from $35 to $71 without my consent agreement.
I will appreciate if this matter is look into without involving CRTC Canada. Thanks. Tony Goloman. Account.[protected]

I am acting on behalf [removed] , [removed]. [removed] and his family (wife and three little kids) moved to [removed] in June 2016 form [removed] . In November 2016 he has been offered a promotional offer from Telus and he agreed to use Telus services (Internet and cable) but canceled it after 1 hour of installation since was not happy with Telus Internet. He called Telus, talked to Arabian speaking agent and been reassured that the service is cancelled . In 6 months he received a bill for around $1 000! he called Telus again and been adviced to mail back a modem. So he did. Now he is paying installment payments of $187 monthly for the service he has never gotten! I would like to mention that since he is new to the country, he does not speak English well and survive on Government Assistance. I am a volunteer at Immigrant Service Society and feel awful for him and his family. Please investigate! [name removed] phone number [removed]

My name is [removed] , please free to contact me [removed]

Thank you.

I was calling to reschedule my move in appointment. It takes me 45mins waiting on the phone which is normal. I don't know how complicated the rescheduling process is but it literally took me 20 mins dealing with the woman (her name is lady? With Indian accent). Then 20 mins later she left a voicemail message on my phone say it's re-rescheduled to a different time which doesn't work to me at all. Now I have to spend another hour dealing with the date stuff about my internet? This is how Telus expecting their client to spend their time?

I filled out a survey for Telus which was promising a $50 dollar reward. Since I need to get minutes on my phone, I thought this would be a fun thing to do. However, after I filled in all the information they wanted, it turned out to be a marketing scam from Premium Content Network. The scam is to try to get your credit card by giving false claim that you won an iphone 7. I'm really mad. I didn't expect Telus to fall so low. The scam asks you to give your credit card information and in very light, very small print (white letters on a pale pink background), it tell you the terms and conditions. The terms were very difficult to understand but what I gleaned from it is that you are ageeing to go into a contract with this Network where they charge you $69.99 every 3 months for some coupons. I don't think they give an iphone at all, but rather put you into a further contest draw for it. It is highly unclear whether you won anything at all. I doubt that they give anything for your time but empty promises and perhaps a virus on your computer. This scam should be stopped and if Telus is actually responsible for it, then SHAME on them. This is disgraceful. The website where the iphone is listed is:
http://sweepstake2-iphone-red.winnintwentyseventeen.com/no-game.html#shipping-form
At the bottom of the iphone page it makes this claim:
"* CONGRATULATIONS! You have won a 2 night vacation and iPhone 7 sweepstake pack. You will be notified by email how to claim your prize. You have also received one FREE entry into our bonus prize drawing (“Sweepstakes”) where you could win one of many other incredible prizes, which may include an iPhone, iPad, PS4, Gift Card (up to five hundred dollars ($500) value), a trip to a selected amazing destination and much more! No purchase or payment is necessary to enter our Sweepstakes. Must be 18+. Void where prohibited. Subject to Sweepstakes Rules."

The thing is that I didn't intend to win any iphone or anything else. I filled out a customer service survey for Telus and they offered a $50 dollar gift. This is outrageous and wrong. Thank you for taking my complaint. I wanted to send you the page address for the survey but it has disappeared from my computer history. What a rotten trick. Really I'm so mad at Telus for this. Thanks for your time.

Myriam Nelson [protected].

On July 10, 2015 signed a contract #[protected] with Telus and I need clarification about the following matters before making decision to continue. Invoice 1115VIN3930 shows cost of iPhone 4S $0.01 ($450) and Samsung Note 4 - $200 ($650) but there is no discount at all in reality because you have to pay both devices in full with deferred payments.

Agreement shows - for iPhone - $450-$450 & Your Price = $0.00* and underneath is a trick - "The reduction of the full price is made up of a Device Balance plus Repayment Balance of $450.00 that is reduced by $18.75 each month and will be $0 at the end of your 24 month commitment period."

What does it mean "Repayment Balance" if you gave me a discount and "My Price" is $0.00?!

Same as for Samsung - we paid $200 (so called discounted price) and at present finishing payment for the remainder of $450.00.

This is called cheating the customer! Don't call it discount! Your Agreement put a financial trap for the customer. Moreover, sales person did provide any explanations about terms of so called "discount". So we paid our devices in full. I never met with such cheating with any of your competitors. This is dishonest from Telus to do this thing.

Instead of honestly saying that there is no discounts but you can have a deferred payments plan, Telus is saying - "Your Price is $0.00 or $450" and then tricky term - "Repayment Balance". You gave me a discount and then taking it back. This is dishonest especially with relation to a majority of financially lay people.

Waiting for your clarifications.

Brgds,

Nikolay Korshunov
[protected]@yahoo.com
cell - [protected]

My mom has been having issues with her home phone for about a year now, several times through out the year she has no phone at all, she can't call out and no one can get ahold of her. She lives in an area where there is also no cell service at all. She has called numerous times to get this fixed and she is still having issues. She lives with a senior who just had surgery not long ago, and her health is not all that great either. If any emergencies were to occur where she needed to call an ambulance she is unable to do so. She pays her bill every month on time, there is no excuse for this! I live 2 hours away, I can't afford the gas money everytime her phone is out.

September 2016
Telus representative came to our house and offered to upgrade our internet from Internet 25 to Internet 50, without any additional charges. Modem will also be upgraded to telus optik.

May 2017
Modem changed sometime in May. We received 1 email in January, stated telus optik is not ready. Since then, no communication from telus about when modem will be upgraded. 6 month of waiting in the dark and just wonder whether telus representative was a fake or genuine.

May invoice, we are charged $80 for internet 50. Our internet 25 is $73 and
totally different than what was offered to us in
September 2016.
Telus manager stated that since it was a verbal agreement by telus representative, telus will not acknowledge at all. Manager has no interest to keep loyal customer nor try to keep us with telus. I mentioned to manager that Shaw offer $49.99 1TB data a month for 2 years. Manager stated telus don't match rates with other companies but willing to cancel my account if I want to. Manager totally not keen to do any business with me.
Customer service in telus has gone from worse to worst. As a telus manager, his representations to me was a really bad image of telus.

After having spoken to a half dozen people over a span of nearly two months, I have yet to receive an explanation of what constitutes the gross amount on which the BC consumer tax is calculated. The last person I spoke to actually said, "there is no problem at our end".
That is lovely, but that is not an answer. I want to know what has been programmed into the billing system, since working the tax back does not provide a logical gross amount on which the tax has been applied.
A real, verifiable formula would be appreciated.

false advertising been with telus for ten years tried to bundle my services and they had no problem give me the service butt when I asked for the promotional tv they say is one time payment they told me I could not get the tv because of my credit there web site dose not say about a credit check at all but they say it dose but I am looking at it right now and it dose not and if they have no problem giving me the services what could my credit have anything to do with my credit

On a Telus booth a sales rep in Telus uniform offered me in written on Telus brochure about a package deal for my home phone, internet and optic tv for $137 + tax for two years with free 49" 4k tv and $100 bill credit. I agreed and disconnected my bell tv. Later Telus said we can't honoured this price or free offer. I've written proof from sales rep and text conversation later with her to confirm.

Account Number [protected]-6
Sylvia & Vince Dixon
4718 MacTaggart Place NW, Edmonton, Alta

We have been a satisfied customer for the past 2 years with our home service. On April 26 called into the call centre to discuss removing our home phone since we have become dedicated mobile users and only telemarketers call on the home phone. To make a long story short, I was convinced by the rep to retain the phone at a lower rate and resign a 2 year optik tv contract with Internet and would receive a new 4 k TV and PVR. I was very pleased with the service and made arrangements for the installation.
On Friday evening I received a call from someone at telus informing me that since I was an Existing customer, we were not entitled to TV and PVR special. I was told the only reason why was this offer is for NEW customers only and existing customers are not entitled.
I would like someone to call me @[protected] and provide me reasons why i should stay with Telus. I dont want to change my service but I do not like to be treated this way. Your competitor is offering a similar service and if I need too, I will change.

I accepted promotion offer with them as my apartment suggested and it has been the most horrible few months of service and issues . First I have accepted the offer on my apartment door and told the two reps that I can only accept if they don't charge early termination fee if I move out of service area because of possibility moving out of country for job acceptance. I was told "Telus not charge early termination fee if the sis the case " but they never send me written confirmation as they promised After accepting free TV gift and not able to get Internet speed they offered.
I have contacted several times for poor Internet connection and they told me I need get upgraded internet service over bundle charges. I told them that I don't need their tv and asked them return their tv and get decent internet connection instead, they refused for returning tv.
After several connection, they upgraded internet modem and I was able to work properly for awhile,
Due to unemployment situation I need to cancel my contract and move out of country, even though I was told that ' Telus not charging early cancelation fee if customer move out of service " I was told that they will charge me cancelation fee $200 because of free Tv gift and I was asked to return the Ta several times they refused the returning the TV gift.
I about of country now, Talus charging me over $500 cancellation fee instead of $200 as they promised after several phone conversation.
I am disputing this unfair charge, misleading info, lies and deception just the make customer pay more . Please proceed and take action for this if not resolved and Telus has to correct my payment based on the agreement before cancellation process.

To whom it may concern
I am contacting you in regards to my business mobility and home accts I have been over charged on my access severly although I have contacted your representative numerous times. I am not satisfied with the outcome I don't not fell justified on the limited ability of their investigation into the problem .I will fill a complaint about the the incompetence of the status of over payments made due to your charges of data and messages your company charged me in error for a long period of time. I am asking to have this matter corrected promptly send all the monies returned to me I am asking for an investigation if my accounts . you have caused me to have a negative returned payment of your authorization of the monthly payment plan of your honor. I feel dishonored and disgraced by your misconduct this has caused me distrust and
anxiety of your company if which I have been a loyal customers for many years.
I expect a prompt and courteous reply
Sincerely
Sharon L. Truchan
[protected]
sharon.[protected]@gmail.com

I have been a telus customer for over 5 years.
Nothing really I can say that is good very poor service with past emails.
Talking to customer service and managers. Nothing seems to work anymore wasting my time my recent bill shows 192.00 that was supposed been discounted for 6 months of optic to at 152.00 plus 12.00 off for we network problems. Received a email on this too. Paying for Had when the hid boxes are not properly working either due the Had cables switch to compensate channel.
Several techs were hear in the past... What else to say is that my 3 yr contract is the worst deal going out there... past emails asking on rate changes since Jan 1, 2017. 574.00 balance after paying 150.00 April 16th report that too... Get a grip on poor service next step is contacting a lawyer and the federal trade commission...

I had been a customer of Telus since they took over AGT( Alberta Government Telephones)yes many decades ago. I started noticing a decline in service in the early 2000's and this decline continued and gained momentum until finally in 2013 I switched to SHAW for internet, phone and TV. I had a large house and recently downsized, after having SHAW come to my townhouse and realizing the one and only cable outlet for my TV services would have to be run across my ceiling or floor, I hesitantly tried the wireless TV provide by Telus as Shaw could not proved this service. Of course the confusion and problems started from the very first call. I put down a $300.00 deposit on two credit cards - well this caused such confusion that a special meeting had to be held because apparently your computer systems cant split a deposit into (2) $150.00 payments . The second $150.00 had to be put through as a bill and then the bill couldn't be paid by the computer system for 5 business days blah blah blah and so the technician had to come twice, once to set up the internet and phone and had to wait for verification of some type of payment plan confirmation and come again to set up the TV. But when the telus office phoned they claimed he was only here to set up the internet( and he only had a work order for internet desite I was told he would be here to set up internet and telephone) (because three visits is soo much more efficient time managment wise and cost effective) because they turned on the phones remotely and they were working. The phones were NOT working and the technician had to change a bunch or wiring around. The technician was great and I gave him a 5 out of 5 for his installation job.( he came once for the phone/internet and again another day for the TV) The problems started the next day when i tried to set up my account on your web and my email. Nothing would work. I waited on hold over and over and over and over. I spent the entire day in my pajamas making several phone calls. Most of the day was spent on hold with wait times over 45 minutes and actually taking an hour to hour and a half. I did not get anything done that day. I was suppose to get groceries etc but I spend the entire day on hold only to be given incorrect information and then having to call again. I tried the online chat help, only to be told this was for cell phone help only? All I wanted was my correct account number so I could set up my account and email. I was finally given an account number and pass word but they did not work and I had to call back and was put on hold again for an hour. Then finally I gave access to a technician to my computer and he set up my email and account etc. When I got off the phone with him we had sent several emails and received several emails on my computer and it was working. my email address is [protected]@telus.net. So I had been emailing that very evening when all of a sudden my email stopped sending and I was receiving error messages and the sent emails are sitting in my outbox, but I could still receive emails. It is 11:00 pm by now. I had started trying to get my account and email set up in the early afternoon and had spent all day on it, now here it is 11PM and it is still screwed up. SO I called AGAIN! Got put on hold for an hour again, at the same time tried CHAT help - there were 20 people before me this had been a problem all day long as well. When I finally talk to your tech support he tells me he cannot help me because TELUS does not support windows live mail. That is weird because before when I had Telus I used Windows Live for years and the 1st technician who set me up had it working just fine, now I'm informed he cant' help me unless he transfers me to a department that will charge me for the support. SO now this is where I am going to let you in on why Telus loses their customers. It is their entire lack of customer support, it is waiting all day on hold to get the wrong information. Your company runs like a bad episode of the gong show. You lay off people in Canada, Albertans, and supply cheap untrained labour from third world countries like Guatemala ( where I happened to be calling today many times) I'm sure most people don't think to ask where they are calling. So not only do you get third world cheap labour and third world service, your too cheap to even hire enough people to support your services( even at a reduced cost) and you dont even train them adequately to do their job. Mean while Telus keeps raking in the money from unsuspecting poorly served customers. But even outsourcing will not save ou in the long run. I think media TV shows such as : Market Place need to update the public on the practices of Canadian companies. Telus is long over- due, wouldnt you agree? I know I am just one disgruntled customer, but get enough of us( which I have no doubt there are adequate numbers) and you will find yourselves out in the cold of the competitive market. You may be able to introduce high tech devices that your competitor has not been able to match, but if your customers cant get support for this technology, one has no use for technology that doesn't work. It is unrealistic to demand people pay for technology that doesn't work, refuse timely and competent supportive services and also get informed you will have to pay extra for adequate support. After a long and fustrating day attempting to fix my issues, I finally just gave up and went into my WEB mail, now remember I told you my email address is [protected]@telus.net. I sent myself some pictures to my cell phone I could not send out on the windows live mail.( I used the web mail) Guess what my cell phone said my email address is? The pictures I sent came from an address of [protected]@telus.net? I have no idea whose address this is I have never seen this address before, it is not an address I would ever set up and why is my web-mail address different from my email address and who set this up with this address ? Another big mystery in the telus world that I'm sure will take me at least week of being placed hold. SO my question is: If I take a day off work to sit on hold most of the day to sort out my issues with Telus, will Telus reimburse my lost wages? Dawna Cook

Well we moved, I got all my equipment out and ready. The guys get here. Can't hook up the one box. Cuz they're wimps (cuz it's to cold) and can't hook up a jack in the one room. Ok fine. Now I pay my bill regularly, it's always on time or early. Now my channels don't work. And when you call in you're on hold for 60 mins. Still haven't spoke to anyone. #######. Please contact me! I'm getting sick of you guys being able to take my money. But can't provide good customer service, or support. I get that I live in a rural area. Service might be slow. But this is horrible, horrible service. I do not recommend Telus to anyone. Ever! I use to! Not anymore. The guys that came here today. Were also very unprofessional, unpleasant, and very shotty work! Not clean or neat, and tidy.

My credit report says that Telus reported me as being late on a january 2014 payment. I contacted telus and received a woman named Luba. She was extremely evasive when I asked her to tell me the amount that was late in 2014 and how late. She told me she couldn't look back that far. After i told her I believed she could, several times, she gave me some random numbers and dates, and then when I asked for them again to write them down, she gave me different numbers. I asked to speak to a manager and she refused to transfer me. Then when I asked again, she said there werent any there. I asked what city she was in and she said Canada. I asked for the name of a manager several times and she finally said Elio. She refused to spell it for me. I asked what city he was in and she said Montreal. I asked her to transfer me to him or give me his number and she refused stating that he wouldnt speak to me anyways. At this point she basically refused to help me. After i got off the phone, I did my own investigating and found Elio Nader in Montreal, manager for customer relations. I called him. He immediatly told me that if I didnt speak french he would not talk to me. I asked for a manager that spoke English and Elio hung up on me.

I have been having issues with "no service" on my iPhone for a couple of months. I phone periodically, as I did today, first I called the local "office" and was told they do not handle these calls, they only sell, and they gave me a *611 to call, which I can't because my phone has no service. So I called back and got a toll free number, I was on the ph to them for 45 minutes, to be told that I need to go into the local office to get is sorted, another option she gave me was going to an Apple Store, the closest one is approx 1500kms away, hardly worth the trip... I tried explaining the distance and she didn't get it... then they very kindly offered me $5 of my data charges a month, ridiculous, I have not had even close to full service for months, what use is a reduction on my data charges if I can't use the phone. I know that I am not the only one having issues, and can't believe that it is still not resolved after months of complaining. I am hoping that Rogers will step up and help me out of this situation...

Our service was disconnected without notice due to a late payment on a weekend. I was not able to get ahold of anyone after waiting on hold for 3hrs on Saturday. Sunday it was impossible to get through to customer service or tech support. Waited on hold 1hr on Monday and when asked to speak to a manager I was put on hold AGAIN for another hour! I'm done with Telus. So fed up with how they treat their customers. A simple phone call from them in the beginning would have avoided all of this!