TELUS
Reviews and Complaints

this letter send to telus President.

I am writing this complaint as I am totally sick and tiered of Telus costumer service.

I have been a Telus costumer for over 20 years but now I had more than enough of its poor service. I have cancelled all my services with Telus.

Last week I called costumer service regarding a payment, without confirming my drivers license and my date of birth they refused to assist me. In addition I was speaking with off shore costumer service. A driver license provides enough information to generating a Passport and steal your identity. I did provide my account number, confirmed full name and address and phone number.

Telus is the only company who request this information. I at no time I agreed for Telus to hand out my personal information to a third party especially to off shore. When I requested to be transferred to a Canadian costumer service they denied me and refused to do so, when I asked for a manager I was denied and not transferred . ( I have the legal right to a Canadian Costumer service )

Couple of years ago Mr. Penner PM has already contacted Telus on this matter. That time Telus assured to have this matter corrected

No other company requires such a information at any time. Drivers license and date of birth should be kept confidential and it is protected under the Canadian Privacy Act. Telus has not assured their costumer for 100% safety on privacy and if an ID is stolen that they will take full responsibility.

I only have couple of months left on my cell account, once that is over all services have been cancelled with Telus. I have removed cable, Internet, land and two cell phones. I have and will share this letter with all my friends and neighbours and discourage them from Telus.
I am very sick of Telus ignorance.

We have been with Telus and recently purchased over $1000.00 on cell phones not to mention my kids phones and past contracts. I got the highly recommended new 9900Black Berry Bold a $600.00 phone I have had it for 6 weeks. From the 2nd day I have had to remove the battery at least once a week usually 2-3 times until last night when no matter what we tried it just would not turn on so spent a 2 hours trying to get help but all dept's closed so today I spend another 2 1/2 hours at the Harwood Ave location only to be told I had to wait until thurs.(5 days) to get a LOANER of what ever they had in stock OR spend another $150.00 to replace my 6 week BB making it now a $750.00 phone. I am now with out a phone until my LOANER arrives and have to wait 4-6 weeks to get my 6 week old BB back because my 6 week old phone has to be sent to be REPAIRED, REPAIRED ARE YOU KIDDING ME...If I was not locked in a contract I would be going with Rogers or Bell anyone but Telus. This is just not acceptable once Telus has you sign on the dotted line your SCREWED.Bell and Rogers are leading the way in Customer Service and as of Aug 25 2014 we will no longer be a Telus customer also all 4 of our children, their partners and friend said they will never resign with Telus because of the Bull I have been through, they sure don't want to be 4-6 weeks with out a phone because for most of us it is a necessity. Telus advertises that they are all about the CUSTOMER, I am proof TELUS IS ALL ABOUT THE ALL MIGHTY $$$
signed: VERY UPSET DISAPPOINTED CUSTOMER.

I have been with Telus formerly B.C. Tel for 28 years. They had called my wife asking her if she wanted to try sat. tv for 1 year, no contract. She agreed and we tried it for 17 months. After 17 months of poor tv reception we decided to go with shaw. I called Telus to ask them to cancel their service and they said I was tied to a 3 year VERBAL contract for my phone, tv, and internet. I told them no, 3years is a long time to try something.
Anyway I cancelled their service and returned their 3 cable boxes back in November, now 6 months later I get a bill from a collection agency demanding $1, 129.30. no explanation as to why I am supposed to pay this outrageous amount. I have sent 2 different copies of delivery records showing their equipment was received. I now have to figure out how fight These Giant Robbers. they will mess up your credit on a verbal agreement over the phone. I will NEVER go back.
Be warned Telus is NOT friendly.

I bought extra service package for use of cell phone in united states. I payed full price for all calls and texts as well as roaming charges. Today i received a email from telus stating that the didn't charge me for the us calling plan on my bill and that they would be putting the charge on my next bill. They really have no clue how bad there service really is. I have no choice but to change providers after 12 years. I am expected to pay for service i didn't get and pay full price for using the phone without a special international package. This is really terrible.

Telus has cancelled my phone service without notice.
I was unemployed at the time an was unable to make the payments fully. I called several times to notify them and I said i will repay everything when I have the money (as soon as i get employed). First thing when I got a job, after about a month I called back to arrange a payment for the previous balance. One clerk said it was fine, but i guess "forgot" to put it in the system. so My phone was disconnected... 3 times. And overtime they charged me a connection fee!
I made a payment of $100 on Jan 20th and 3 days later they disconnected my phone because I had $40 remaining on the balance. I used to be with rogers and I never heard of this before! No one disconnects the phone because of $40 remaining on the balance. They discontinued my account AND they want me to pay for breach of contract. This is ridiculous.
NO company should be able to get away with doing things like that! Oh and did i mention that 2 clerks and 1 manager told me three different things. One said they will charge me $280 for the breach of contract, another one said $300. They can't even get their staff on the same line, forget helping customers. Absolutely NO SYMPATHY toward customers who lost their jobs. And a manager telling me to "shut up" and "clearly you don't understand how payments work" is definitely not acceptable.

DO NOT GO WITH TELUS. TELUS SHOULD BE BOYCOTTED and collective action should be taken for their incompetent service and employees.

We signed up on October 8th for the bundle package from Telus. Even though we already had internet they still offered us the free laptop if we signed up for 3 years because we had to upgrade our internet to get the optic tv. The installer came and after 8 hours he was done and he left in the dark. The next day I looked at the work he had done and it looked awful. Holes drilled in our house where ever he wanted and lines visible and not tucked away. I have filed two complaints about this and have heard nothing back.

With the promotion we were told it would come to $82 plus tax a month and our first bill came and it was $130. I called and complained and was able to get some of it credited but we are still paying more than we agreed too. One of the charges was a $10 loyalty customer charge that we were supposed to get credited and we are still being charged for anti virus which is free. Every month I call and get that charge removed and every month they say it won't happen again.

With the laptop - I gave it 8 weeks and than called asking where it was. They told me that two weeks into our contract Telus decided they couldn't offer me this deal and removed it from our file wihout contacting us. It took me quite awhile and a number of different people to get the deal put back on. I didn't pay my full bill for December because of all the credits I should have received and when I called back in February asking where our laptop was I was told that our account was red flagged and I wouldn't be receiving it until they received payment in full. It didn't matter that the amount not paid was supposed to be credited and wasn't. So I paid the full amount and was than told that they would re-apply for me to see if I still qualified. Again after wasting more of my time I have been told that we now qualify and they will be sending it out.

Don't sign up for Telus over the phone. Go in and talk to someone so you can have the numbers and information they are promising you in writing. It is impossible to go back and argue they are wrong when everything is done over the phone. We are happy with our tv service and the pvrs but we shouldn't have to phone back every month to fix their mistakes. Their customer service stinks and they make it sound like it is all our fault everytime.

Where does one start. I had a bad credit due to a marriage breakdown and was stuck with everything(bills) I had moved and was not able to get tv service or internet through telus, but was able to get the phone because of my credit. Then a few months later I get a phone call from telus stating that if I sign up and get internet and tv I would receive an xbox. I did not say "yes' I said I needed to get permission from my landlord first. A couple of weeks go by and there are some techs at my house wanting to install tv and internet. I said no, as I did not agree to getting their service yet. 2weeks later I get a parcel, which happens to be an xbox. I returned it right away because I never had their service yet. Now a few months down the road I was able to get their service and the promotion was a galaxy tablet. Now that I had signed up for 3yrs with them, I had to call and call to find out why I never received this tablet. They told me it was because I had the xbox promotion. I fought that by stating how could I when I never even had your service at the time and it was returned to you that same day. They checked their records and yes, I was right, so they put in an order for the tablet. More than a month goes by and still never received anything. I called again and they said it may take time because of the holidays. I come home from work to here a message from a telus rep that I wanted to swap the xbox for the tablet and I could not get it because my credit with them has to be perfect, no late payments, for a min of 90 days and then I would be able to re-apply. Now how come they sent me the xbox so fricken fast and I never even had their service, and now I am signed up for 3yrs and get screwed over. I do not recommend thinking their promotions are so wonderful. They are not. For me, I am stuck with this contract and get sweet dick all!

it was a big mistake signing up for telus services with promise of getting free samsung tablet. I have been calling telus loyality team every day trying to get an update on the status of getting the free tablet but, all representatives gives me different answer. 3 weeks ago i was told that all the paper work is completed and i will receive a shipment email within a day or so but, that never happened. I waited for about a week and then decided to call them back and i was told that the paper work has not been approved and it needs to be stamped. they told me that they will update me within 2 days. This week I called them back again and they still don't have an answer to what's delaying the delivry of tablet. If they are not able to deliver the tablet on time then they need to make that clear when getting customers to sign up. this is getting to a point where i will switch back to shaw. It seems like they just don't care about their customers.

Hey something to pass on to you freinds. Tis applies to telus mobility account and data usage. Over the weekend of November the25th, telus upgraded there servers ( the counting has changed according to my data tracking) and and now for ever megabite of data or you download you are using 10 megabites off your total. So if you had a plan for 1 gig monthly now you will still have a gig but it will track on the usage like it is 100 meg. They said I had a problem with my phone. But I just bought A Samsung Galaxy s2 for both my wife and me and she has the same problem. I know this because I installed a tracking program on both phones, turned of wifi and put on the telus data network, and did a google search with both phones, then turned them off.
The result was both phones used 4 megs of data on both phones and with telus data usage tracking. So you can see 250/3=83 web sites per month on a 250 meg plan. If you use there tool for estimates 50 web pages is 8megs (so what gives).

I have tried out a lot of mobile providers but no one has had the worst customer service/ loyalty to there customers as telus. I have been a with them for a while now and I am also a "Platinum" member with telus which I now realize means nothing it's just something they say because I spend a lot of money with them, however they do nothing for me. I have a blackberry curve and had to send it away for repair about 3 months ago because of a manufacturer error (the scroll pad was not working), I sent it away waited 5 weeks and received my phone back. They did an awesome job fixing my phone, updated my software, great service from the repair department! However, blackberry is giving away those free apps, I downloaded them of course (everyone likes free stuff) but it killed my battery so I deleted them the next day, my battery still would only hold less than a 3 hour charge. I called telus and explained my situation, my phone was still under warranty so they told me to go to my telus store in town here and exchange the battery, so I did. I waited for that battery to completely drain and then recharged it overnight. The next day the charge only lasted about 3 hours. Once again I called and Telus and they told me I had to send it in for repair. I was a little upset that I had to send it in for the 2nd time in less than 3 months but really had no choice. I took it to the telus store along with another blackberry that I was going to use until mine came back from repair. I asked them to transfer all my contacts from my phone onto the one I was going to be using. I waited in store for 45 minutes while the uploaded all my stuff into the other phone. I left the store and drove the 1/2 hour back home and realized that none of my contacts were in my phone, I went back to the store the next day and they keep a file on the computer of my information from my old phone so I waited another 45 minutes for them to upload my contacts again. It didn't work once again, so now I have lost all my contacts and all my information on my phone. I do party planning and it is so close to Christmas, it is the busiest time of year for me and I have no way to contact any of my clients therefore I am losing out on a lot of money. I called Telus explained my situation, talked to their loyalty department. The most they would do for me is giving me $15.00 off of my bill. That is not even close to the time and gas I have wasted driving to the Telus store numerous times and having to wait longer than 45 minutes each time let alone the huge inconvenience. Horrible service. As soon as my phone is back I will be def. switching providers. If you are looking for a provider that is going to appreciate your business, Telus should be your last choice.

One week into sign up for internet and optik tv connection, I requested already to get out of the contract of 3 years! It has the lousiest customer service as i have to queue at least for 30 minutes, all for nothing, ending up not connected at all. Internet and TV connection was crazy... there is no truth to their advertising thAT one can use 6 TVs as written in their FAQs, just learned that I have to rent a digital box per TV at 5 dollars a month, worse is, i have to pay 75 dollars each for installation! I dont even know if they will include a remote for each digital box! I called on the customer service line, queued for another 30 minutes, and at middle of conversation, line was gone... I was requesting getting off contract because I am totally pissed off with service, and the crazy fees telus was asking... the agent made it worse saying I have to pay 10 dollars each month for TV and 13 dollars each month for internet, for 3 years! I will pay almost 1000 dollars to TELUS for the lousiest service ever, and that is totally crazy! Dont ever subscribe to this promo, it is a big scam I believe!

I have recently transferred from Rogers to a Telus corporate plan for two iphones and for a week now I am having technical issues with the two iphones. The transfer has not been done properly and I still have the messages received on the rogers phone at times and the Telus phone at other times. Regards the phone calls, I receive all calls at the Rogers phone and could at some times make phone calls from the Telus phone. However most of the time the call fails before the other party receives it or the other party cannot hear me. Another problem is that the signal shows one or two bars maximum at times and because of this the battery last few hours only every day.

I tried calling technical support twice during the week and they did not help so I decided to go to the store in Bayshore to show them the problem live.

I would like to inform you that the manager of the store was the most rude sales person I have ever met. She was busy with another customer setting up a new phone and asked me and the customer that came few minutes after me if we have quick questions. I answered that I have problem receiving calls on my phone and she asked me to wait for her colleague to help me. The other customer wanted a hardware upgrade and she asked her to wait as well. I have waited for about 10 minutes in the store to get my turn and when her colleague came to help me and after starting the conversation with me she asked him to help the other customer. At that time the customer said that I came first and the manager still asked him to help the other customer. I had to wait their for an hour to get help without even anyone apologising for the delay. I had to ask for an explanation for the bad service to hear an apology that was not really sincere.

The Telus manager apparently cared for the sales transaction more than the support transaction which is on the short and long term hurting your business. Because of this bad service I left the store with a very bad experience about Telus that I will spread this within my work and family community. I have also decided to cancel the plan with Telus and never go to this store again. I have already called Rogers to keep my plan with them and to tell them the bad experience I got from Telus Technical support and after sales services. If it was only bad technical support I would have been more patient until the transfer is finalized. However, I am not ready to pay one cent to an organization that does not treat their customers well.

In May, I attempted to set up a Telus Mobility Acct. on-line. I followed through the process as far as entering my Credit Card number on the secured site. I kept receiving a message that the request could not be finalized, and to try again. I did so, twice on one day, twice again the next, with the same conclusion. Because it was the weekend when I did this, I waited till the Monday, and called Telus Mobility. The account was set up immediately. I was shocked when I received my credit card statement, 4 charges, 3 of 113.92 and one of 56.96 to Telus Mobility were listed. I immediately called my credit card company, they told me to call Telus. I did this, and what a nasty shock. I was finally put through to the Fraud department, and spoke to a woman in charge of security. You would have thought I was a criminal! She simply kept telling me that I must have received something for the charges, or, perhaps someone else in my house bought air-time. I kept insisting, there was NO account until the Monday after these charges, to no avail. I have spent days on the phone, transferred from one person to the next, getting suddenly cut off after an hour of waiting on-line. I have been told I could not speak about the investigation until it was over, I have been told they refuse to e-mail me, although I do not have a cell phone, and work (often 7 days a week). My credit card company is sending me some form to fill out stating what happened, I am so sick and tired of telling my story over and over, as if it is the first time I have tried to have it dealt with. If I had a company that took money from someone, 4 times in 2 days, I would certainly be able to find this transaction, and be able to see clearly, nothing was provided for the money. There was NO account at the time, so where did the money go? Telus, apparently does not have the ability to do this. They just blatantly insist I must have got something (or imply someone in my home committed this transaction). I finish phone calls with staff feeling like I am a suspect, no relief, just passed on to someone, who you have to tell your story to again and again, month after month, wasting hours of time on hold.Here it is November, I keep paying interest on the Credit Card charges, and am still attempting to get my money back.
How many people has Telus taken money from? My amount is large in my estimation, but even $20 lost simply because the company took it, and refuses to return it, adds up, when hundreds if not thousands are having it stolen. There must a lawyer who has run into these issues, someone willing to attempt to curtail these thefts?

Re Telus account [protected]

As a long-standing customer with Telus – I am appalled and dismayed with the tone and attitude received when inquiring about customer service “solutions.”
My Apple iPhone does not work, happened yesterday November 14 2011. I went to Apple where they know customer service and the value in treating customers well.
I was told at Apple that the iphone is beyond repair and also beyond its warranty (200+ days beyond its warranty). Fair enough. Yet, they still were willing to replace my iphone with the same model for a respectable price. They also suggested that I contact Telus to confirm what they could offer since my iphone was no longer functional and that my contract was with Telus and has been with Telus for more than 3 years.
When I lived in an area (Wakefield, Quebec) that had no high speed services, I opted for an Air Card – also with Telus. This was renewed through an incentive special that Telus had in Februray 2010 – again another contract for 3 years. I now live in the city and have not needed the air card since July of 2010.
I enquired about cancelling the air card in July 2010 when I realized I no longer needed that access and was told – that the cancelation fee would be about 300.00 so I just reduced the air card package to the bare minimum – because Telus left me with no option – other than to pay for services I do not use or need – instead of trying to work with me to come to a solution.
Now that my iphone does not work and Apple suggested seeing what Telus could do, since Apple deals with customers they of course felt that I would be offered some sort of compensation since the iphone is beyond repair.
Telus said it would cost me 280.00 to cancel the air card (and I was told that I kept jumping around issues). I merely enquired to see 1) I need to buy a new phone 2) I would stay with the 3 year contract of Telus and even renew for 3 years if they could provide some sort of compensation / service3) since I now need a new phone, I would also see about the package (contract) and try and transfer – or at least work out something fair for both sides. I felt the level of frustration and irritation from the customer service client representative increase. I was accused and told that I was not honouring my contract and asked what kind of company would let (me) just cancel contracts without any penalty. I expect some sort of give and take in the relationship.
Now I am formerly lodging a complaint against Telus. I am left with no phone – an air card that I have been paying for – for more than 1 year that I do not use or need – and now Telus refuses to come to a mutual understanding and conciliatory agreement with a long-standing customer.
Regards
David

we signed up for telus high speed internet, and in doing so we received a "free" dell laptop, I received the modem, and laptop and hooked it all up, then we moved just down the road from us to renovate our home, we had Telus all through that process, then we were ready to move back into our original home, BUT in the mean time, unknown to us Telus had pulled their service from our area, so when we went to hook everything back up, they told us they we no longer able to do that...then they wanted us to pay off the remainder for the contract and for the "free" laptop...why would we be held responsible for that, when THEY are the ones who were unable to full fill their end of the deal...now they have stuck us into collections and we are disputing it, I think its disgraceful, perhaps when we signed up, they could of let us know, or even when I called 2 weeks before we moved BACK to set up an appointment for our service they could of told us...we have gone back to Shaw, where I should of stayed and are fighting this all the way!

My wife and I have lived on our acreage for the past 7 years. The first year we were without land line service through Telus as they had given away our line to a nearby house since our home had been unoccupied for more than six months. It took another year to get a land line installed. After it was installed, we found that our phone service was going out on average twice a day for an hour each time. We have had Telus come in three times and check the equipment/connections and they have been unable to find they problem. They think that somehow our line is being used for data transfer by some business twice a day. The problem is that now the problem is getting worse. There are times when we have no service 3 or 4 times a day for an hour each time. Telus has basically washed their hands of the problem and said that they can do nothing. They will also not provide a credit for the times when our phone is not able to be used. Now today I found out that our land line went out again this morning, and is still out six hours later. After being on hold with Telus repairs for almost two hours, I finally got a representative to give me a service call number, but he also stated that the technician would not be calling until probably the middle of next week, and that we would be without a land line until at least that time. I have had no luck getting through to anyone at telus outside of the help lines. Does anybody have any way of contacting telus management or at least someone higher than the help desk people who would sooner hang up on you than talk to you? I am at the end of my rope with these guys.

"What a bunch of swindlers" I lost my phone and asked for my account to be closed, they charged me for 6 extra weeks and when I asked for them to reduce the plan by taking off my add on's, they said they were unable to do this for me neither and that I would have to pay the full amount for 6 weeks. They made no attempt to reduce any of my difficulties. I have another account with Bell, what can I say...they have actual customer service and they are a pleasure to deal with. I'm keeping my service with Bell.

On two separate occasions, I was charged for excess data usage on my cell phone contract. $40. once and again $46.84. The charges for the lower amount were made for 4.716 Gb excess and for the larger amount for 999Kb ! That doesn't make sense, nor does the fact that the larger charges was for Sunday Sept 11th, a day on which my cell phone was shut off! After a long and acrimonious argument with customer service and a threat on my part to cancel, file a lawsuit in small claims court and change to another provider, Telus most reluctantly offered to rebate the two excess charges. Since I do most of my data usage on Wi-Fi, which does not get charged on my data plan, and since all my other days charges showed as zero, Telus was forced to see the error. All this took place just after I upgraded to a better phone and a more extensive (and expensive) plan. I guess it's Telus' way of saying thank you. I now have to wait three years before I can get away from them, and it's going to be a long three years, with minimal cell and data usage, you can bet on that. I am monitoring data and cell usage on a daily basis from now on and a second instance will be a legal reason to dump Telus; screw me once, shame on you, but SCREW ME TWICE - SHAME ON ME ! It's not going to happen! I have the data usage file as proof, if anyone is interested

I signed a three year contract with Telus for a phone from the Caya Davie Street store.

I returned to the store 2 months later because Telus charged me for a service I did not ask for, and also because a feature of the phone stopped working. I was met with surliness, bad customer service and absolutely no interest from the employees of Caya in helping me to solve these problems.

When I asked them to please call Telus and have the mistaken charges removed, they called Telus and handed me the phone. I couldn't believe it, thi s arraogant 'customer service' person refused to help and wanted me to do her job!

With regards to the other matter, they more or less told me I was wrong and they were right, at which point they referred me to another cell phone store for service, that they could and would do nothing about this matter.

Caya is a total fraud, has nothing to do with our queer community, has nothing to do with you once they've sold you a phone and contract, do not offer any kind of fowwow up service and should be avoided at all costs. It's a Telus marketing - brand scam : beware

The company is not responsible. Bullying their customers by just making them wait for the service they promised. They do not also do any follow-up. They charge me for unprovided service. Plus, they do not want to provide service and reimburse the loss. Make their customers to call them first and wait for numerous hours to get a promised service. They are abusing their power. Very unethical. They lied and they expected their clients must be sacrificed by their decision and irresponsible business acts. They do not want to be responsible for the loss they caused to their clients by ignoring them. For example, they do not care how much money and time I have to spend to get their promised service. Also, due to internet disconnection, I am not able to use my internet phone. They do not allow me to use another internet provider by not even promising any reimburse.
My impression was that TELUS operate above any ethical standard or laws. Telus is above the law. Telus is not abides by fair trade acts or any law. They do not protect their customer’s right. They cheat their customers as a team. They never keep any promise. They probably want to make me to leave Telus before they have to give me credit. They still try to make an excuse of moving service system. When we ask them so it’s our fault, they say it is not our faults. However, they still make us wait. They still do not want to send me a technician right away. In my opinion, Telus should be fined heavily or punished for these unethical business to protect residents of Cananda.

At about 1000 PM on 9th of August, 2011
August 5, I moved in to new apartment. I requested to move my TV and internet service 2 weeks ahead on August 6 to new address.

August 4, 2011 - I got a phone call about August 4, 2011. A agent from TELUS told me that they have system upgrade and telus cannot sent out a technician on August 6, 2011. Thus, they will install the service on 9 August 11 and Telus will give credit of 100 dollars. I approved it.

Aug 9, 2011- At 1000, I called TELUS to confirmed appointment: Service represent told me that the technician will be on my apt for installation by Noon. The technician did not show up.
At around 1400, I called Telus again. Another customer service representative from repair department told me that a technician has been set up everything for me without visiting my unit.
The order was not closed. Internet was not working in the unit. No technician visit. She decided to find out what happened. Then, she transferred me to a customer service dept. Wait for 30 mins then hang up for no answer from customer service dept. Wasted one hour for nothing.

Around noon, Called billing department about the promised credit of 100 dollars, Agent said no information or memo in my file. Then, offered me that he could give credit of 45 dollars instead of 100 since there was no info in the system. Took 20 mins.
1400 H- Asked manager to call me. Agent told me that a manager will contact me in 4 hours. when I talked to the agent. Agent put me on hold to talk to customer service department for more than 30 mins then I hung up.

When I called customer service department again, they asked me why I hung up. Then, they asked me to reschedule for Friday. No approval given to them. Asked them to set it up today or tomorrow.

In the late afternoon, I called Royalty dept. They find out that there was an event to give 100 credit for moving schedule change from August 6 to August 9, 2011. At first, they denied it, then they told me that there was a promotion before. They said they will give me one hundred dollar credit. Now this agent said that there was no order created properly for me at the first place. . I got credit for the moving schedule change and service connected on August 9, 11. However, they said they will not give any credit if I cancel the service. A new condition.

I requested to talk to a manager. He asked me to wait. Then I waited. He put me on hold for more than 30 mins just cause me a trouble. No response. I spent one hour for this phone call.

I used another phone and contacted Telus while I am waiting on the other phone for manager. agent tried to set up a new appointment for Friday August 12, 2011. No approval given. Asked to install service today or tomorrow as they promised me first time. She said she will talk to manager so that manager can contact me. No reply.

No phone received from a manager. Then, late in the evening an agent said manager phoned me. I told them to phone again. Manager called me only one time according to my contact list from [protected] for 2 sec.

August 10- I called at 1000. An agent hang up on me because he did not want to listen to my concern. He said Telus has no fault. Asked him when the technician will come. When I asked his name, he stop talking and after 3 mins hung up on me.

At 1005, the other agent, Terri, looked up my file and say there was a note that manager wanted me to phone him. He said there was a note that manager left message for me. He asked me to check voice mail. I checked voice mail. No voice message left. I called again. 1010, the agent told me there was no memo on the system that manager left phone number for me.

Received a phone call from an escalated manager Nathan think my internet speed is not as fast as it suppose to be. I explained that my service has not been installed. Nothing to do with speed. I told him that they can book an appointment for me on Friday. Asked him to set up an appointment and call me back. He hanged up, promised me to phone back. No phone back. I left message in the evening to figure out when the technician will visit our house. No reply.

Aug 11, 2011, I left message on manager’s phone number to hear from him (Naiden) soon. No reply till 1232. Left message to call me by 2PM since I have to go to work by 3 O’clock.

1247h, Phoned Telus to confirm if the manager has been scheduled a moving service for me yesterday or this morning. Nathan did not make any appointment for me. Nothing was done. I am on hold for new scheduled appointment. The agent said he will cancel the old one and make a new one as soon as possible.

Agent also mentioned that installation could not be done during the weekends. I cannot answer the phone. Ask her to phone Manager to set up an appointment ASAP as he promised. Requested to talk to manager/supervisor of eschalated manager because he also did not do anything about my moving service. Agent said she will leave a note for that. The conversation took 36 mins. Stacy was actually very kind and helpful She promised me to make a new move order and to call my wife back by 1730 to inform us. She phone back.

Received a phone call from Nathan and Sam, a new supervisor, and Stacy. Supervisor offered my wife to give 50 dollars. However, they say they will credit it to my account when everything is set-up. They could not make any appointment for technician’s visit. No solution offered by August 12, 2011. Nathan promised my wife to phone us back on 14th after setting up a new moving schedule.

August 14, 2011- No phone call received from Nathan. No schedule was made according to an agent. Left message in Nathan’s message box. No phone back.

August 15, 2011- Called and left message on Nathan’s phone. No phone back. Requested supervisor of Nathan to phone us. No phone back. Took 30 mins. Agent made me hold for about 20 mins after promising me that he will let me talk to manager. Then, told me that manager will phone me. No phone back.
August 16 – Left message for Nathan in the direct messaging system. Telus agent said they are working on this issue. Message left for Sam to Agent. Requested the manager phone me. No phone back.
August 17- Phone at noon. Talk to Ralph an agent. He made me wait for 30 mins so that I can talk to supervisor of eschalated manager. After waiting for 20 mins, I was told that supervisor is on the phone now. Must wait for several mins. Then, told me that he will phone me back. No phone back all day.