TELUS
Reviews and Complaints

Here is something people should be wary of.

We were sold a contract for an internet (HSPA) stick from Telus that expires July 15/12.

To cancel the product (even though the product is useless in many cases) will cost a $240 cancellation fee.

We were sold this product July 2010, direct from Telus as a result of TV advertising, claiming world wide internet coverage.

Our experience was that when needed, the system did not even provide coverage in Canada, in fact while experiencing problems with the system we visited a Telus store in Winnipeg in August 2010 and was told the system was still not up and running in many areas.

We are now back in Grand Forks, B. C. and thought we could use the system at our summer cabin on Christina Lake. Well, surprise, the system does not cover Christina Lake or for that matter even our home in Grand Forks!

Exasperated, we talked with Ryan at the "Escalation Dept" who said we could not even discontinue the service without a charge of $240. (After being a loyal customer for 50 years, this is the service provided!)

We feel the sales pitch was on the verge of fraud and advertising a scam.

We are currently looking at our options for a new server and telephone provider.

been a custmer for the last 5 years telus has to be the worst to deal with i have paid so much into cell phones not working battery, dying, not charging. so i decided to go with another company i want my contract written off and u can have the useless phones back it wouldnt bother me. if u look at my contact u will see that i went to the lostest cost. i refuse to payout the contract at 400 dollars a piece not worth i pair enough into guys in the last 5 years or more to have 10 phones.

I subscribed to the TELUS bundle which include Optik TV, Internet and Landline Phone thru the phone. Their representative told me that the bundle will cost me $78 a month for 6 months and after that, it will be $119 a month for 2 years. They will be the one to contact my existing provider for the disconnection and their Technical Man will connect & activate it on April 21, 2011. After April 21, 2011, I checked my former provider and discovered that my account to them is still active and was never disconnected, so I let them disconnect it and I was charged for that span of time. After a week, I received a Bill from TELUS; it’s an advance bill which means I will be paying unconsumed services. After a month, I call their Residential Sales and Service direct phone at 310-2255, but after waiting for more than one hour, no answer. I chat with one of their Costumer Service Agent on their "Chat room" but he can't answer my inquiry and refer me to the same number. (What is the use of these "Chat room" anyway...?) I emailed them on their customer service address but they can’t answer my simple question which is: How much are my monthly charges on the 3 services that I got from them?

Based on my experience, I think this company is only after the money of the costumer and their service is not good, especially "after-sale-services"

recieving phone call in the middle of the nite after 12 pm and when you wake up and answer the phone, no ring tone and phone is dead. happens almost every 30 minutes. people need a rest and sleep in this time of hour especially we have to get up and prepare for work for whole day. very disrupting sleep hour and relxation. ###ing annoying. when i look on my display who was calling it is telus communication.we do not need this kind of harrasment and please let your communication department to stop this activity or else we will take our complaint to the court.look like the call are coming from alberta as the cde number say so.. pls. make an action asap to correct this annoying and disrupting phone call. this complaint is dated May 27 2011 and incident happen the early a.m of may 27 2011
Manny dela Cruz.
phone number.. [protected]

When I signed on initially with Telus in mid Dec. 2010, I purchased two HD receivers separately so I would not need to rent the box from them nor would I need to sing any contract. When I called Telus to inform them of the boxes that I purchased, the customer representative offered me an XBox for free so I can use it as a third receiver, as long as I agreed to a two year contract. I specifically asked if I would be locked into a contract for all three of my services, including telephone & internet. I was told that the contract would ONLY be for the TV portion. I then specifically confirmed that it would not tie into my internet and was told that this to be the case.

I called on 4/18/2011 to cancel my internet subscription because I no longer require internet service at that service address, and very much to my surprise, I was told that I was unable to do so because the Xbox offer has always been tied to the internet.

I called Telus twice (4/18 & 4/25) to try to point out to them that I never agreed to any contract for the internet, only to the TV. Very much to my dismay, both representatives refused to accept responsibility that their customer service rep made a mistake in informing me about the contract in the first place. They kept saying that by accepting the Xbox, I had agreed to all the terms of their service. I explained to them that I was fine remaining in a contract with them for the TV portion, because that's what I was told in the first place, but they said that they would only remove my contract for the TV but not the internet.

I am writing this complaint of Telus' unrighteous business practice of locking consumers into a contract that they never agreed to in the first place so that the public can be aware. This is very misleading practice, if not outright illegal.

Vancouver, BC
2011. 04.28

I signed up with Telus after a solicitation call from them. At the time Shaw offered $10 for internet and $10 for the phone (in 2010 April). Telus offered me the same deal. I elected to stay with telus as I already had an existing phone account with Telus. The Loyalty Team authorized this promotion back in May/2010. This month (April) I noticed my bill had gone up $3 because the base rate for the Internet had gone up. I called and inquired about the increased fee. Not only did Telus not honor the 12 month promotion and prices offered by their employee, Telus said it will arbitrarily cancel the current price offered ($10 for internet and $10 for phone). The reason Telus offered was that the employee offered an invalid deal. I have never heard of such asburd B.S. The Loyalty Dept. Supervisor, Dennis, said their audit department would bill me for price differences if they found out. Of course, he offered me a different deal at $24 just for the internet. This may or not maybe a good deal. But I do not like Telus business practices. The point is Telus don't stand behind their services. Who is to say that the next customer rep., I call won't say the same thing-the deal offered to you was invalid. I am going to cancel my services with Telus. I have been with them 2o plus years. I won't stand for this type of business practices.
Raymond

Even now... Years later... Nothing has changed. Telus' customer service continues to be absolutely appalling. Try calling them! The "higher than average call volumes" they experience are routine. Telus is quite simply under-staffing their customer service /tech. Support department because their current customers are not important to them. Watch their actions - don't listen to their #. They are well aware they require customers to wait... Often for over an hour. They suggest for faster service we use their online tech. Chat service. That wait is also over an hour!

I am a tech. Support guy who does a lot of work with elders who quite often require technical support. I am very pleased with the service provided by shaw and I recommend my clients switch to a shaw bundle with phone, internet and cable. I also assist them to contact telus customer support, but in my hour-long appointments I have never been able to get through to telus. It seems their attitude is... "if you have a problem... Don't ask us. We don't have time to help you." now, I simply assist all of my clients to switch. I do it for free. Bye bye telus! It makes my customers very happy! Oh... And thanks for the business telus. People have to pay me to get the support they already pay you for.

Telsu does a very good job on the sales end but once you're hooked, you'll never be able to contact them again... Unless of course you want to order more inferior services. They are right there for you then!

In March of 2007 I resided in Grande Prairie Alberta and I had just purchased a home in Slave Lake Alberta, I called Telus to Have my phone & internet service transferred to my new home. At the time The telus rep offered me a internet phone package that was to give me a Flat rate of $90 per month and the first 6 months were to was to be $80. I was to receive a 7 mega pixal digital camera and the term of the contract was 3 years. April 25 2007 the telephone service was disconnected as per my request and I moved to the new community. AT this time I had a $401 credit with telus.
May 1, 2007 my phone service in Slave Lake was not working. I made a call to my spouse and asked him to call the house to make sure the phone was working. My Number was not working but he called the number on his call display and it rang in our house. A call into telus was made and I was advised that they could not turn on my phone because the last person in the home had not requested their service be turned off. After convincing Telus that I had purchased the home and was the owner they finally got my telephone turned on...oops, no they didn't. The phone still wasn't working. After several calls to telus, finally a service Rep came to the house to address the issue...He found a second business line in the house and determined telus had hooked up the incorrect line. He repaired that problem and on May 17, 2007 the phone finally worked. Still no internet. Calls to telus, the modem did not show up on may 3 2007 as promised. Low and behold I was told that the order was lost...So another contract same conditions except the camera was no longer offered, but I would get a new computer. This never arrived to this date. internet finally installed May 28, 2007.
The bills started coming in and they were incorrect. Month after month calls were made to telus to have the phone bills adjusted and fixed.
Issues with the bills
1) eventough the phone was disconnected in Grande Prairie (GP) I was still being billed for the service, along with the service for the Slave Lake (SL) phone service.
2) I was being billed for some equipment on a monthly basis and no one I spoke with @ telus could tell me what this equipment was. I had no equipment I had my own telephone and I had the modem that I was being charged for with my 3 year contract.
3) month after month adjustments were made to the bill but it was never corrected. At one point one of the telephone service reps advised that my billing was being sent to investigations to have it looked @ that that I would not receive any disconnection notices or hassling phone calls, so that the bill could be fixed.
4) In March of 2008 I ordered my phone disconnected in SL, I was moving out of Province to Ontario, No land line service available so I was given a $120 cancellation penalty for terminating the contract. I have no problem swallowing this cost. I asked them what to do with the modem @ that time and I was told it was mine and to keep it.
5) When I ordered the service disconnected I advised the telus rep that I would send a forwarding address and sit down and Go through the bills when I landed and send a letter and if I owed money I would send payment @ the same time. I did this on May 16, 2008. I know they got the letter because the bills came to the new address. Telus owed me a refund!
6) I was told by one of the Telus reps In early 2008 that my billing would be looked @ in August 2008, because telus had done some upgrades and that something happened and information was lost or crashed or something and that this billing problems affected so many customers that my billings were slated be reviewed until August 2008.
7)My services for SL were terminated as requested but I was still being billed for the GP services in August of 2008. This was the last written correspondence I received from Telus. I find to very strange that a person can still be billed monthly charges for a phone package that was disconnected @ a customers request a full 16 months earlier.
After this I never heard another thing from Telus...I just assumed that once they had reviewed my billings in August 2008 that the issues had been resolved and that I would receive a check in the mail.
Jump ahead 3 years January 11 2011 a notice was sent to me from CBV COLLECTION SERVICES. I never received this until March 10, 2011 (I had been in BC on an Urgent family matter for 3 months).
Low and behold a bill for $804.54. I called the number on the notice and connected with Bill Passineau. I asked him to to Speak with M. Duarte (the person named for me to contact). He would not transfer the call and advised me to make the payment. I explained that I did not owe this money and I wanted to talk to whoever I could to have this fixed. He told me if I paid $602.00 right away the debt would be wriiten off. I explained that I would not pay this bill and please put me through to someone who could help me. He told me I was a waste of his time if I wasn't going to pay the bill. He then offered me a another deal. Pay $438.00 and the bill would disappear. I refused, I told him if I paid on this bill I would be accepting responsibility for a debt I do not owe. He hung up on me. I called back hoping I could connect with someone else, no such luck I got Bill again. He told me he did not hang up on me that he told me to have a nice day before he terminated the call. This time he told me to write a letter and mail it to dispute the issue. I asked him who I should address the letter. He told me Just manager (I didn't need a name in his view), This is when I asked for his name, he asked why I needed his name & I told him I was planning to put him in the letter.
After this call I thought I would try Telus since this going to collections was their error maybe they could fix from their end. I found a telephone # for corporate office in Vancouver and called.
I was put through to customer service and spoke with an agent, She tried her best to help me however she did try to tell me she had no access to my information and that the credit agency bought the debt for $602.00 and that I needed to talk with them. After explaining my concerns further and being very frustrated she did manage to look up my bill and found one for February 2008. I think she was a little surprised when I had the bill in question, she wanted to point out the arrears and I wanted to talk about the charges that were on the bottom of the same bill for the GP phone Just under the charges for the SL phone. I explained to her the amounts I had paid and the credit I had going into the SL bill. At this time she advised that she would see if a manager would speak to me, because, she had no access to certain screens to help me further. She put me on hold. When she came back on the line she advised that Telus was out of it and that I would have to speak with CBV, a manager would not speak to me. I explained my issues with my contact @ CBV and that I did not get any satisfaction from the agency based out of ST. Laurent QC. She gave me the # of CBV Collection services head off ice in Vancouver and their address. She advised that that is where my account was sent and that they had all of the same info that telus had. I advised her to please tell the manager that did not have the time of day to speak to me, that If I did not have some kind of satisfaction on this matter in the next couple of hours that I would Go to the media, Internet and anyone else I could to try and straighten this matter out. I thanked her and hung up.
I put a call through to CBV in Vancouver [protected] and connected with COLM RENOLYDS. This person was very helpful, He told me I could just write and letter and send any pertinent information via email. I did not need to photo copy or Fax or mail. He told me to email the manager Rishi Singh . I spent the time to draft a letter and attach approximately 70 pages of documentation to to the email...because to be quite honest I was not at all confident that telus did give all of the information, This documentation was the phone bills I received from April 2007 through August 2008, the letter I had sent telus May 16, 2008 showing itemized calculations of of how I came up with a refund owing. I was told this matter would be resolved in a week to 10 days on the outside. I then contacted Telus corporate office and was again put through to the same customer service rep I spoke to the week before. I asked her for an email address because I planned to cc Telus the email that I had drafted to CBV. She advised she could not give out any names but would talk with a mangager to see if they would now talk to me and provide me with the info I needed to forward the email. I explained to her that if the matter had not been resolved on or before April 11 2011 that I take the matter wherever I need to and I planned also get some legal advise about filing a law suit to have this matter resolved. I was put on hold and this time lo & behold I was given a tracking# and a manager would return my call within 4 hours. I again had to apologize to her for my frustrations and thanked her for her help.
I did indeed get a call back from LORI, a manager in the escalation team,
She gave me her direct line [protected]. She advised that she did not need the information I held because she had it all in front of her and to give her some time to sort through it and she would call me back the next day. I advised her that I would be out for part of the day and I authorized her to talk to my spouse. She said if no answer on the phone she would leave a detailed voicemail. I advised her that I was still forwarding the email to CBV because I really did not care who fixed this but I needed the item removed from my equifax and I needed the money telus owed me. I told her that the matter needed to be resolved before April 11, 2011. I explained to her if a person has a $400.00 credit and paid $977.00 from May 2007 through April 2008 that is $1377.00 and if a phone package for 11 months is that is only $930.00 add some GST, some alternate billing, a few collect calls and some loonie calls this doesn't even come close to $1377.00. So how anyone can come up with a outstanding bill of $800.00+ is beyond me. I told her I have all of my bills and the letter I sent to them in May of 08. I have not heard from her since and I have since left 3 messages on her direct line.
I forwarded the email and the pdf files to Rishi @ CBV. I hadn't heard from him either. On April 7 2011 I made another call to CBV and spoke with a women named Analysa (not sure about the spelling) and she looked and she said there is no notation on my file so they did not get the email. I advised her that the information had been sent in 2 emails because the pdf attachment was to large and I had to create 2 pdf files to get the information attached, I told her that the emails had arrived because I did not get it back as undeliverable and I verified the email address for Rishi. I had it correct. She advised that I needed to send another email and not to include the attachments just to summerise the dispute and that someone would contact if required further info. was required. I explained to her that she needed to make a notation on the file the April 11 was the deadline to have this problem resolved or the matter would go to anywhere and everywhere and that I have supporting documentation for my claims, so I have no worries.
I did again write another email to CBV with a cc to Rishi. I explained that April 11 was still the deadline and that any further info could be obtained from me via email or phone or that they could just open up the first 2 emails and read the attachments.
So if anyone out there has the name of a lawyer that will help me if it comes down to it I would appreciate it. Maybe if enough of you out there have had similar experiences that have not been resolved we can file class action lawsuit or something. I don't know much about in ins and outs of filing a lawsuit, but my gut feeling is that will be happening in the very near future.
I will not attach my documents to this but if anyone is interested in seeing them I will send them to you, just request an email.

This is a tough one to sum up. I will paste my email & description of situation.

Basically, Telus is a huge corporation in Canada. They have been unbelievably disappointing in handling the death of my mother - who had a cell phone with a new contract and under my father's name - they are 66 years old and have been together for 43 years - old school, they kept the phones all under my dad's name. I am also a client, my phone broke, I stopped using it, and began using my mother's in mid-October 2010.

Mid-February, I paid my bills to Telus - yes, very late, read below to understand why. I spoke to Telus asking for compassion regarding a reactivation fee of $289. Telus never communicated to me directly that there was this fee I owed, I find out from a Telus Store. Read below for all the gory details.

I would also like to mention that it is shocking that Telus does not have a special compassionate department to handle difficult and unique situations regarding death, serious illness and serious accidents. Death happens to all of us, so it is a normal experience. and incredibly difficult and all of us handle our grief differently. I was told Telus has 7 million customers, therefore, they are unable to treat any customer special. It is likely that they have to handle identical or extremely similar situations daily and as a huge corporation they should have a better handling of this.

I also have a business account with Telus - between all my accounts I pay $300-$650 monthly. I was shocked today when I was told that I was not a valued enough customer to receive extra care and attention because they have 7 million customers.

Here is an email, I sent to a friend, who forwarded it to the Director of Customer Service at Telus.

I have attached in WORD Document in detail outlining my mother's illness and TELUS experience. I wanted to detail my mother's illness because I do not think that the employees of TELUS understand how all consuming an experience like this is.

From the beginning, I really did not understand that it would be so absolute that there was no negotiations regarding our TELUS contracts. I believed that we could discuss with TELUS the merging of our two contracts - 9135 and 9169 - considering there was a death of one of the users and we are long time TELUS customers.

I have been horrified and brought to anxiety and tears over this whole situation.

TELUS wants me to pay a reactivation fee for 9135. I have been asking for forgiveness of this fee considering I was not using the phone because it was broken and I was too preoccupied with critical life experience to manage it appropriately.

I procrastinated on contacting Telus regarding my mother's phone contract after her passing because I anticipated it would be difficult both emotionally and logistically. To no avail, Telus has absolutely reaffirmed my initial expectations through not only their total lack of compassion, but also
the complete rigidity of their policies in this unusual circumstance.

The phone manner of both individuals I spoke to this morning was shocking. As a paying customer for several years I felt not only disrespected and insignificant, but genuinely hurt that the representatives of your company were able to make a traumatic event in my personal life signicantly
more troubling.

This is the word document I attached to the email:

TIMELINE OF MOM’S HEALTH:
OCTOBER.4.2010 – I was told my mother was terminal with cancer.
MID-OCTOBER – My Blackberry (9135) broke. I did not go to Telus Store to solve problem, I began using my Mom’s iPhone (9169).
I worked 8-10 hours/day to set up my work/job so that I could be absent during November.
Before & after I work I was at my parents’ home spending time with family and assisting in care giving.
OCTOBER.21.2010 – I moved into my parent’s home to participate in full time care giving around work. I was still working full time ++ extra hours – I had to hire and train staff to ideally take my position.
END OF OCTOBER – My mother lost her ability to walk due to the cancer in her spine.
NOVEMBER.1ST + 3RD – My mother & I Birthday’s, we spent our days together. We had our Birthday Dinner’s in my Mom’s bedroom around her bed. She was unable to get out of bed. All she wanted to do for my Birthday was go for a drive to the beach – she was in too much pain to move.
NOVEMBER, DECEMBER, JANUARY – I was living full time at my parents.
NOVEMBER
I was overwhelmed with seeing my mother dying from cancer; running a retail store going into the busiest season; my manager getting sick and ultimately giving her resignation November.30th; the end of a new relationship because he was unable to offer me support; watching 2 dogs; taking on the responsibilities of care giving for my mother; and, ultimately, spending as much time with my mother saying our good-bye’s.
Care giving includes the responsibility of ensuring the overall comfort of my mother – including eating healthy foods (so lots of cooking & baking), keeping the house clean, helping my mom to the washroom (she was unable to walk), and ultimately, giving her the medications for her pain on time and the correct amount (which is stressful as there is a lot of care and due diligence involved with this).
My mother was moved into a hospital bed in my parents’ living room.
DECEMBER
I continued to do everything I was doing in November. Work became more intense and busy as it is our busiest month of the year.
DECEMBER.17.2011 – My mother was transferred by ambulance to the palliative ward at Vancouver General Hospital. We originally believed she would be there for a week to assess her medications, then she would return home for Christmas. She never left the hospital.
I took on the role of “Santa Clause” for my whole family – a niece (8 years old), a nephew (6 years old), a 38-year-old sister with a severe mental disability, my other sister & her husband, my father and mother. I took on the responsibility of hanging the Christmas lights, decorating the tree and house, baking, buying the gifts, wrapping the gifts, filling the stockings, making breakfast for Christmas morning (at the hospital), and some dishes for Christmas Dinner (also at the hospital).
I spent as much time at the hospital as possible. When I was not at the hospital, I was at work and/or watching my niece and nephew.

MISSED PAYMENT 9169 – This was my error. In December my father handed me the bill (which was well over $400!), I was shocked at the amount, as my mobile bills never went over $125. I took the bill to a quiet corner in the house to go over. I forgot it there, the bill was lost, and in the hectic situation of everything we did not pay the bill. My father found this bill this week (APRIL.1st.2011) when he was cleaning.
CHRISTMAS DAY – I spent the night at my parents’ house with my sister with the disability – we spent Christmas morning together opening gifts under the tree. Then we went to the hospital for breakfast – we ate around my mom’s hospital bed. The entire family came for dinner, we had dinner in the Palliative Ward Dining Room with my mother in a stretcher.

JANUARY – FIRST WEEK – We were hoping to transfer my mom to a hospice. Instead, the nurses began communicating that my mother could pass soon as she was beginning to show the final symptoms.

JANUARY.8TH.2011 2:00PM My Mother slipped into unconsciousness. My understanding is that once a patient reaches this point, they are likely to die in the next few days.
JANUARY.8TH-17TH I slept in my mother’s hospital room with my father and sister every night. For the first three nights, I literally slept on 2 kitchen chairs pushed together.
I sat by my mother’s bed diligently every day holding her hand, giving her water, cleaning her, making sure she was comfortable, watching her breathe, expecting at any moment she could die.
JANUARY.17TH.2011 3:45am my mother died. We covered her body, packed up her personal belongings and left the hospital.
JANUARY.19TH.2011 – We went to the funeral home, we planned the disposal of her body, discussed death certificates, and elements of the funeral.
JANUARY.19TH-20TH – I wrote her obituary so I could email 8:30am January.21st to the Vancouver Sun + Province + other smaller papers.
JANUARY.19TH-26TH – I participated heavily in the planning of my mothers’ funeral. Including, visiting the church, speaking with the priest, ordering flowers, dropping off vases for the flowers in Surrey on January.21st, visiting the hotel for the reception afterwards, planning the menu, asking friends and family to help set up the church and reception area, organizing the ushers, planning the slide show, helping my sister with the disability get an appropriate outfit, assisting with the organization of the speakers and music at the church.
JANUARY.27TH.2011 – My mother’s funeral.
Keep in my mind that from Mid-October to this point and specifically the last week of her life, I did not get a full night’s sleep, I was rarely alone, I did not have a moment to grieve, and I was consistently overwhelmed with responsibilities.
JANUARY.28TH –FEBRUARY.10TH.2011
I am out of town on much needed rest and relaxation. During this period of time, I was violently ill with the stomach flu for a week.
During this time, I receive a text from TELUS asking if I had paid my bill (9169). I call immediately to notify them that the person who uses this phone had died mid-January. I tell them that I am out of town, as is mu father, I told them that we would get in touch with them by February.15th.2011 to begin handling the situation. Not once during this conversation did the woman offer any condolences or understanding of what we were experiencing with the death of our family member.

Within 3 days, I receive two more phone calls from TELUS. I did not check the messages, because I did not want to pay long distant charges. I call TELUS back after the second call, to tell them the circumstances once again. Again I tell them we will handle this by February.15th.2011. During this conversation, it was brought to my attention that TELUS believed my father had died because the phone was registered to him. I correct them. At this time, I was not aware that the 9135 number had been cancelled. Not once during this conversation did the woman offer any condolences or understanding of what we were experiencing with the death of our family member.
FEBRUARY.14TH.2011 – I mail two cheques to TELUS for the number 9135 for my outstanding bills from November, December and Janaury. The cheques are: #2108 for $227.46 and #2109 for $118.17 totaling $345.62.

FEBRUARY.15TH.2011 My father and I go to the TOM HARRIS TELUS Store on 4th Avenue in Vancouver. I tell the girl working that my family has 3 TELUS MOBILITY Accounts – my father, my mother and myself. I tell her that my mother died and we would like to sort our TELUS MOBILITY Accounts. She notifies me that the 9135 number has been cancelled and the telephone number was reassigned to another customer (we had this telephone # for approximately 10 years). She also told us we could not cancel the 9169 account because we had just signed a contract. I tell the girl again, that the person who uses that phone Died. The girl tells me there is nothing they can do at the TELUS STORE and we will have to contact TELUS. Not once during this conversation did this girl offer any condolences or understanding of what we were experiencing with the death of our family member.
FEBRUARY.16TH.2011 – My father called TELUS. I was not a part of this conversation so I am unable to specifically state was actually communicated. I can only state what my understanding of it was – second hand from my father.
I understood, that we would transfer the 9169 number to my name. I personally had to call in and have a conversation with TELUS regarding the reactivation fee on 9135 – asking for consideration of our circumstances and that we no longer needed two TELUS MOBILITY Accounts. That being said, I was unaware until today – APRIL.5th.2011 – that there was a deadline of MARCH.23rd.2011.
This conversation regarding my account was between TELUS and my Father, and not TELUS and myself – the name on the account. My father knew it was important for me to contact TELUS, however, I do not think he knew of the MARCH.23rd.2011 deadline either, because he did not communicate this deadline to me. I have not received communication directly from TELUS in regards to the deadline of payment of this reactivation fee by MARCH.23rd.2011 or it would be sent to a collections agency.
Today, APRIL.5th.2011, MATTHEW of TELUS told me that Telus contacted me JANUARY.14TH and/or JANUARY.17TH and JANAURY.27TH.2011 to notify me of the cancellation of the account. The above dates are the dates of my mother’s death and funeral – exactly. I asked MATTHEW how TELUS contacted me, he was unable to tell me. I did not use the Blackberry with 9135 from MID-OCTOBER onwards – there is no activity on this phone. I am failing to understand, how TELUS is unable to see that there is no activity and yet still uses this number as a method of communicating very important information to me.
My experience with TELUS during the past few months has been difficult – I have not once been contacted by TELUS even after I explained the challenge of our situation – I do not feel that TELUS has set me up to win as a customer during these tough times. I did not receive any communication from TELUS in March telling me that MARCH.23rd.2011 was a deadline or I would have a collections agency after me. I received nothing in the mail. I asked MATTHEW about this – he said it was on its way – AFTER the due date and not before. When I questioned MATTHEW about TELUS not being in communication with me regarding this payment of $289.05 now $294.83 or it would be sent to a collections agency he told me “We have 7 million customers” we do not have time to be in communication about everything.
WOW! So my understanding from MATTHEW is that because TELUS is so big, they just are not able to provide excellent customer service in terms of assisting your customer through difficult life situations. My experience with TELUS has been there is NO compassion, there is NO sympathy, there is NO space for negotation when it comes to a death in the family or a late payment.
I was on the phone with TELUS for over an hour today. I was so shaken by my conversation with three different TELUS employees; I was left in tears and with anxiety. My experience of OCTOBER-FEBRUARY – the absolute worse four months of my life – has been brought to the forefront of my thoughts. It is extremely challenging mentally and especially emotionally to close someone’s life. We have had to do many things these past few months but nothing has been as challenging or as trying as dealing with TELUS. My experience has been a joke because it is absolutely laughable that someone looks me in the eye and tells me that the contract just got signed, has three years left on it and cannot be cancelled seconds after I tell this person that that user of the contract as DIED.
My understanding is that my mother’s cell phone was in my father’s name so TELUS will not cancel it. KATHY from TELUS told me today that I owed them $691.24. I asked her where she got this figure. KATHY told me that, my father communicated to TELUS on February 15th that we will be paying them $345.62. He called again two days later, and again stated that we would be paying them $345.62. She told me that TELUS has not received any payments for $345.62. I asked KATHY if TELUS received a payment for $227.46 and another for $118.17. KATHY said ‘Yes’ they have received these two payments. Then I asked KATHY if this equals $345.62. She said yes. Then I asked KATHY if my father was most likely discussing the same payment of $345.62 and not two different payments of $345.62. KATHY stated it was a possibility.
I was so confused during my conversation with KATHY, so I asked her if she could email me the details, because obviously neither my father nor I were understanding what TELUS has been telling us over the phone since mid-FEBRUARY. KATHY told me it was impossible to write anything down regarding our two accounts to send to me. What?!?! Therefore, all verbal communication with TELUS is just a he-said-she-said. When someone is going through a tough life situation – such as and not limited to – losing someone closest to you, it is understandable that they are not completely able to understand and digest everything being communicated to them. It is shocking that TELUS has not done anything to make this experience easier for us.

When I spoke to MATTHEW today, I told him I would like to speak to someone higher up. MATTHEW assured me he was the highest status and he had absolute final say in this situation. He told me there is a collections agency after me for $294 – I still have received not one direct communication from TELUS regarding this amount. TELUS is unable to verify how they communicated to me that this amount was owing and was due MARCH.23rd.2011. I have not received anything in the mail, I have not received a call on my landline (also TELUS and on my mobility account as alternative communication) and I have not received an email. I can only guess that they were texting and calling a telephone that has not been in use since mid-OCTOBER. They are the service provider for this telephone; therefore, they have the authority to see that this phone has not been in use since mid-OCTOBER.
I was never once offered one word of condolence from any TELUS employee until KATHY today.
You are asking yourself, why did I not call TELUS sooner?
Today I was on the phone for over an hour with three different TELUS employees and on hold two times. KATHY told me that she was going to transfer my call to someone else; I specifically asked her if TELUS could call me back. KATHY said NO – I could hold or call TELUS back. I chose to hold because I did not want to explain for 6th time my situation with the two numbers – 9169 & 9135. When MATTHEW got on the phone, he immediately, apologized about the long hold period, and that normally TELUS calls people back. Within 15 minutes, two different employees contradicted the simple concept of calling a customer back.
After this phone call today, I was absolutely in tears, I had to leave work because I was so shaken by my experience, and I have spent another 2 hours documenting this experience. Today only, this has occupied 4 hours. There is no incentive for me to call TELUS because I am left feeling like a small nothing that is signed into a contract with a huge corporation that has no compassion for anything outside of the strict wording and ruling of the contract, which obviously favours for TELUS and not the customer.
I have literally been begging for compassion from TELUS.

Purchased my son the HTC Desire for Christmas. About 1 month ago the screen stopped working, sent it to Telus, was told today that the phone is not covered under warranty because they say there is internal damage. Externally the phone is brand new, no marks, scuffs, or anything to indicate it had been abused. But they say it was dropped...BS...I have to pay $170 to get a 2 month old phone fixed. Spoke to Lori Anne with Telus customer care department and she basically called me a liar, and was trying every trick in the book to decieve me. ### thats all Telus is, been a customer since 2000.

Telus is the most terrible place that i have ever dealt with!If they want to keep their customers, they better make a lot of changes!We got our cell phone 3 years ago, and the battery life was terrible!Have to plug it in constantly, and when i went to the telus store about it, they said in a roundabout way that it was our problem!It is 3 years later and our contract is up in May, and i just can't wat to get rid of them..never again will i deal with such a company!You think that they would have gladly given us a new cell phone, but no.Will be so happy to go somewhere else, so when my cell phone rings, i will have enough power, at least to talk for a few minutes, without having a battery that doesn't hold a charge.Their staff should be retrained, in some of the venues for good customer service!I was treated like a disobeident child when i went in to talk about my problem!Bye, bye, Telus...never, ever again!

I bought this plan for $200 from a woman off of Kijiji claiming this plan only costs $30, a month later my $248 phone bill arrived in the mail. People need to stop advertising this "great" deal and trying to sell it for $600 because it is a lie!

Just got off the phone with Telus after using their home phone service for six years. I switched providers but they expect me to pay a full month anyway even though they are only providing 9 days of service before the switch. The manager not only wouldn't pro-rate my bill, but actually told me it was my fault for "not having the decency to call them to let them compete for my business." Honestly. This company needs to work on PR. Avoid.

Hi First let me say that I have not been checking my Telus bill as close as I should have due to extensive traveling. This month I did check it over and not notiiced my Long distance bill was high. It just states long distance on the bill, no call break down. I contacted Telus and they told me there are no numbers under my fav 5, then the CS rep quoted my the 5 numbers that I earlier added and asked if I wanted them added to my account! I have spend $100's if not thousands of extra dollars and they told me its my fault. I added the phone numbers to my I Phone Fav 5 plan when I set up the plan, thats why I or anyone has this plan, they did it wrong and its my fault! They do not give you a ref number after you contact customer service so you have no call # to quote. Rogers and Bell are by no means perfect but I have dealt woth both and they are a million times better than Telus. IF YOUR LOOKING FOR A CELULAR PHONE SERVICE PLEASE DO YOURSELF A FAVOUR, DO NO USE TELUS. They are the most fustrating and dishonest company I have ever dealt with.

I have been a telus customer for my cell phone for many years. Every time I resign with them I am unbelievably frustrated by the hidden fees that show up on the bill. I was told my bill would be $65 then when I signed on there were $45 worth of extra charges that I was not told about for upgrading my phone. They are the worst cell phone company I should have waited and canceled like I had planned. I have nothing good to say about this company. If you are planning on getting a new cell phone stay clear of Telus.

I have had my Mobile internet key from Telus since sept 21 its now feb 1 I have had nothing but problems and high bills fopr crappy service and bad connections, I contacted telus the tech support guy didnt know what to do he said he doesnt know how windows 7 works with telus stick, WHAT? he could not help me try to figure it out why my connection kept on disconnecting drove me insane, then i get sent to client care to a women named Wendy she had the nerve to say to me yopur in a 2 year contract if you want out you pay 380.00 ya right its your service not me, i said your tech support guy just told me also many people are having trouble with the disconnecting problem she said prove it, telus i aleays said i would never go back with I did gave them one more chance well now i'm definately done, they are a compant with ### service get you caught in contract with a service they know sucks, I will not pay that contract out they can shove it up there a** until they accept there problems they should not sell equiptment and get people to pay out contracts thast dont work, i dont pay for anything that does not work, i have complained to the company no reply, the communications complaint no reply next will be Olsen on your side i will bring them under investigation it is a probel with there service and especially the customer service, they need to treat customers way way better especially WENDY! Do not go with Telus Moblility stick in Squamish!

Well since I am 4 years with shaw and I never had any other providers I really was tempted with the promotion that they had optick tv-phone-optick internet I called 20 days before my next bill with shaw and set up for the 18th of the following month than the day I took the day off from work but nobody showed up, when I called they said that the technician was on his way to give more two more hours, than after that I did call again but they said that they have been but nobody was there so in short they kind called me a liar, when I called again to complaint about it and have rescheduled then directed me to escalation manager glenora witch she seemed a nice person but not very knowledgeable about the situation so I explained what happened and she said that would look in to it and call me the next day never heard again so I call again and this is now going on for over a week, I really see why telus has a bad name for customer relations and even cant get new client all I wanted is get the services that they were promoting and switch from shaw that seemed to be getting to expensive for my budget.

I phoned their 310 mytv line to complain about losing moving channels. I was phoned back by a [protected] number. The tech
(probably from the philipines) informed me that this was a 1 month promo. I was given a 18.. number to call. I used the house phone and cannot pull it back up. That number redirected, telling me to call 101 45787 for 3.99. Surely, this is a fraud, perpetrated in the philipines, after local business hours, by THEIR OWN STAFF. It is either that, or their phone system has been hijacked after hours. Or their call back system is being hijacked after hours. Either way, directing a customer to a 1800 number which has changed, and then telling them to pay 3.99 for ... is illegal. Further, when I set up my account with Telus, I asked for the movie and sports package. IT should still be there. This is very unproffesional, and leaves me with serious concerns about how secure telus, and our information in their systems, really is.

We advised Telus we would not be continuing our association with them after our contract expired (with only two weeks to go!) and then our phones died completely. Seeing as how we had newly activated phones and a new carrier, we had our 'old' phone numbers transferred to our 'new' phones rather than go through the bother of trying to get through to Telus.
We had approxemately $95Cdn due for our bill for the month. 'Bilk-us' billed us $230.75 as we had unwittingly 'cancelled' our contract when our phones were transferred over, and this was our 'penalty fee' (for the TWO WEEKS left on our contract?).
As we only owed roughly $95 for our last bill, how can a 'penalty fee' be assessed at $230.75?
Customer service was NO HELP AT ALL. They took the money and ran. COWARDLY ACT against a pensioner.. We'll never deal with Telus again.