TELUS
Reviews and Complaints

I called to move my phone and internet service provided by telus. I sat on hold for twenty minutes and then there was a busy signal and they hung up. I don't have time for this b.s. You'd think for the 85$ a month I pay them they could answer my call.

I recently purchased phone service from Telus and the one thing I requested and pay for is a private "unlisted" number.

Well after giving our number to a few family members I started to get calls from banks and credit agencies. Someone who shares the same first name as me (but not the same last name) owes them money and they think I'm him.

After numerous inquiries with this people who refuse to believe who I am I was told by all of them that Telus gave them my phone number. When I phone Telus they said we could fix the problem by buying more advanced phone features from them.

No "sorry". No "our mistake let's fix it". Just "buy more product". Is this why I purchased a silent number to begin with?

I have never complained, nor considered complaining online before about a service, but after 7 months of being overbilled by Telus Communications - first on administration fees and thereafter on "monthly services" (read internet charges) - and after as many attempts to have it corrected, I am fed up. I have been left wondering what Telus policy is regarding customer billing complaints and whether they give well-willing service representatives the authority to resolve these, for instance in terms of corporate culture, performance evaluation systems, training and effective computer applications. Furthermore, I wonder at the apparent lack of willingness of managers to speak with their customers. After 5 monthly attempts to let service representatives address the problem, I have tried to access a manager. Of the last three representatives that I spoke with, only the last one did not stonewall my request to speak to a manager. Alas, even an escalation 3 form, which should have prompted a manager to phone within 12 to 24 hours, has failed to get me in touch with one.

Telus, what are you going to do about this? How can you expect to keep customers in the long term if you do not provide valued customer service? This kind of lapse can easily create a poor impression about a company as a whole, despite its positive performance in other areas. Please, address this lapse in customer service and save people like me hours of wasted time and feelings of frustration resulting from failed attempts to try to deal with you amicably.

If you listen to your customers better than others do, you can "inherit the world."

LK

I made the mistake of calling and asking a Telus rep in January 2017 when my contract was up with Telus (I was in a 3 year contract to get free monitor) and was advised it was Feb 2017. I then canceled. Now Telus is trying to stick me with a $240 cancellation fee. I feel this is very poor business and extremely poor customer service. Had I been advised it was not up to April 2017, I would have not canceled and I would have suffered with the slow service for another year. I intend to ignore the charge and hope to see them in small claims court over it!

My advise to anyone considering using Telus is DON'T! Cable is way faster and offers great bundle pricing.

Ive now been on hold for 36 min after being hung up on three times. Total time invested so far today 1 hr and 3 min.
I am still on hold, oh wait ... Have I been onhold that long ? I here a Christmas song now being played. I was able to set up my new email address while I am waiting it is [protected]@TELUS.net. Wow that didn't take very long...40 min... I wonder what the weather is like outside... I am in priority sequence...Tried my new email address, works great...how is this possible... are they really this busy?... wow!...42 min...I am quite pissed off at this point and have almost forgot what I was calling them for. It's about principle now, I am going to keep holding...56 min...
...Avril Lavine...stompin Tom Conners...now I hear That I could be onhold for upto 7 min. and to be patient...59 min ... look the leaves are changing color...@#$@#@...1 hour 11 min...wow I got through...I asked to speak to a supervisor, Im back on hold, ...3 min...6 min...
12 min...no music this time, damn...just dead air, I am waiting for that dreaded fast beep that comes on when youve been disconnected...14 min...
checked my email, paid my bills online, talked to my neibour...16 min...I got through and was very nice to the person ... I started to explain my problems to him in a nice manner, then I got a busy signal --- disconnected @#$#@!@
I am going to the bar to have a pitcher of beer now ! do I go through Bell next ... Im pissed... good luck to all with any big bussiness you deal with in the future...Cam

Telus offered the Connect 75 Unlimited wireless data plan. Data bandwidth per month was clearly defined as "Unlimited". So we subscribed to this service and paid full-price for the hardware (not under contract).

Well, apparently Telus thinks that "Unlimited" means just 5GB per month. I have been informed in a telephone conversation that my service is being terminated. The Telus representative clearly admitted that the real reason was that we were using more than 5GB per month.

We paid extra each month to have what was presented as Unlimited service.

The Telus representative also admitted several other aspects (Telus's lies) to this campaign of service termination that will get Telus is deep doo-doo when this reaches court.

I just received a TELUS bill as well as a TELUS letter, trying to explain to me that I have to pay $32.52 more this month on my telephone bill because "transition to a single billing date for all your services".
I am outraged. That TELUS is rearranging their internal billing practices is their overhead and not the customers' responsibility.
I have cancelled my automatic payment plan and will change phone service delivery if there is no change in their unacceptable billing practices.

On friday, I went into the telus store to buy a cell phone to have a pay as you go service. They offered me a package that included the phone & a free $50 card of minutes.

She told me the phone takes 10 minutes for them to activate it for me, but they would deduct $15 of the $50 free minutes to do this for me. She handed me the phone after 10 minutes and told me it takes about 2 hours for the phone to work. I paid them $78.39, and I left the store.

I tried to use the phone after 2 hours, then 3 hours, then at around 10pm, then in the morning, then all day on saturday. I kep getting a message that the phone is not activated.

On saturday day at 4:30pm I went back to the store and told them the phone is not working. She told me all she could do was give me a "repair ticket" and telus will contact me within the week. I told her I was not interested in having the brand new phone repaired as it is brand new. I would prefer to get another phone or a refund. She was adament that she will not give me either of those and my only option was to wait for the phone to be repaired. I left the phone there as it was no use to me. It did not work.

I called telus when I got home and told them what happenned. The man I spoke to explained to me that telus was having problems with their service and I need to go get the phone and call him back when I got home, thus waiting another hour on hold, to file a compaint. Then the phone would be fixed within the week when telus sorted out their service problems. I told him that this will not do. I am not waiting to have brand new phone fixed. When I left the store, it was not working, and considering I had just bought it, I do not want the hassle. He told me that telus will not refund my money nor would I be getting a replacement phone. My only option is to keep the phone and be patient for telus to fix it. He told me that if I felt it would be better to take them to court then thats what I should do.

Any suggestions on what I should do?

The store inormation is here:

Cantalk wireless (Telus store)
11 45905 yale road
Chilliwack, bc
V2p 2m6
[protected]

Thanks!

I received a marketing call from telus trying to sell me another service - cable - I declined - he insisted on knowing why, so I told him I was a former employee waiting for my current service contract to run out and then was moving my business to shaw. 5 days later I received a letter thanking me for signing up for a 3 year service contract for internet. I called the company and they insisted that I had called them and requested the service, because the marketer had made notes on my file to that effect. They offered to cancel my service immediately, for a 120.00 charge, otherwise I was on the hook for a 3 year service contract of enhanced internet access I had not agreed to.

In June 2007 I made a request to Telus to move my phone to a new residence within the same community. It took over three weeks and many phone calls to get this accomplished. Since that time I have been DOUBLE billed for the change over. In Nov I was assured by the individual at the call center that this would be rectified on the next bill. This went on for several months and each time I called the center and asked for a supervisor I was told that either they were not available or that the problem was corrected. As of March I stopped paying my bill and today they told me I had not made a payment since last Dec. 2007 and that I had to immediately pay $700.00 of the supposedly $1200.00.

I have never received the invoice of the original work order which this "bill" is based on even though I have made several requests for it.

In late 2007 I ordered an internet promotion from Telus. The web ad showed a picture of a choice between a computer with flat screen monitor or a notebook in return for a three- year contract. I have a computer with a regular monitor and decided to upgrade. I applied for the service. The service that I already had was cable internet month-to-month and was $5.00 cheaper, but the new computer with flat screen justified the extra expense and contract in my mind.

They sent the modem and months went by with no further communication with Telus. I went on holiday until mid-March and returned to an email sent to my Yahoo account, telling me that I had to go to the Telus website to confirm delivery address for the new computer. I tried and failed to access the page using the information sent. I called Telus and received assistance from one of their agents, Greg. While on the phone with Greg, we discovered that I had not been sent a username and temporary password from Telus to access my Telus email account and so had been unable to respond to any of the emails regarding the service sent to me by them. They had been corresponding with me at that email address for several months. He rectified the situation and credited me 3 months as I had been unable to use it the service.

We confirmed delivery of the promotional computer and I received it on April 1st. When I opened the box I discovered that the unit had come with a conventional monitor and on April 2nd sent the following email:

“I'm sorry Rebecca. There must be some mistake. I received the computer but it was supposed to be a flat screen monitor and they shipped a regular monitor.

Please tell me how to get the flat screen.

Thanks a lot.”

By April 8th I had not received a response to my question and sent the following email:

“I have not received an answer to this question that I sent to you on April 2nd. Is it maybe because that someone at Telus doesn't want to deal with it?

Please respond asap and include a copy of the promotional web ad that I responded to (with photos). I don't understand why I would contract to pay $5.00 per month MORE for telus internet (and a three year contract), as opposed to month to month cable internet when the promotional product supplied comes with an obsolete screen that I believe is not even manufactured anymore. That wouldn't be very smart, would it? I was under the impression that I had a choice between a notebook, or a computer with a flat screen.

I'm eagerly waiting to resolve this.”

That was the beginning of 6 weeks of total frustration. First “Ramona” responded the same day with this email:

Hello Cheryl

I apologize for the delay in responding to your April 2nd email, currently we have a high volume of emails and are slightly delayed in responding.

We can no longer send you the link for the offer that was online since it is now expired and has been removed from the website. Below you will find the specifications concerning the PC offer you requested. When the PC was ordered you have the choice of upgrading to flat screen monitor, the cost of the upgraded flat screen was $269.00 and it had to be ordered at the time of redemption.

Lenovo 3000 Desktop Computer

$5/month for 3 years

Model only available with TELUS offer

AMD Sempron 3400+ processor

512MB RAM

80 GB SATA hard drive

Windows Vista Home Basic

17" CRT monitor, mouse, keyboard

CD-RW/DVD-ROM combo drive

1 year manufacturer warranty

Network Card (NIC) (not wireless)

value $628

Optional upgrades to desktop

512MB RAM (total 1GB) - new $54.95

DVD-RW - $134

19" widescreen LCD monitor - $269.00

Later that day “Suzanne” responded:

Hello Cheryl,

I apologize for the confusion with the monitors. The way it was explained to you, is how it is for all of our customers who have ordered that promotion. The only time a client will receive a flat screen monitor, or any other upgrade, is if they make that request at the time they redeem the offer. They also have to pay the required cost associated with the upgrade as well.

Thank-you for your email inquiry.

Here was my response, also sent on April 8th:

Nothing was explained to me at any time. This entire exercise has been totally fraught with frustration. No one ever contacted me and in fact, were sending emails for me to a telus email address that I was not given a username and password for until last week. Check my file.

The online ad showed a computer with a flat screen monitor. That is why I switched from cable to Telus internet.

I feel that Telus has conned me into signing up for a more expensive internet service than the one I was already on, by showing the computer with a flat screen monitor. I would like this situation to be rectified please. I already have a computer with regular monitor and have no need for another.

Thank you

April 14th I had still received no response so sent the following:

I am still awaiting a response to this email that I sent on April 8. I feel that the customer service needs working on.

Thank you.

April 16th I received this response from “Elaine”:

“Thank you for your e-mail.

I have reviewed previous correspondence regarding this.

I'm sorry, but, the 17" CRT Monitor is what was advertised on our website (as follows):

_____________________________

Includes 17" E773 CRT monitor (not LCD flat screen),

keyboard & optical mouse

1 year warranty with Dell Technical Support

AMD Sempron 3400 + processor

Windows XP Home Edition

Microsoft Works 8 (does not include Microsoft Word)

80GB hard drive

512MB Dual Channel DDR2 SDRAM at 533MHz - 2DIMMs

16X DVD-ROM Drive

Includes NIC (does not include dial-up internal

modem or wireless NIC)

Retail price $529 (subject to change by Dell)

BC & AB customers will need to enter a credit card #

and AB customers will be charged a $22 ECO fee + GST

during offer redemption on the Dell.ca/telusoffer

site.

_________________________________

We do not have any way whatsoever to get you the flat screen monitor.

Firstly, to get the flat screen monitor, customers were required to pay an additional $269 via their credit card at the time of redemption and, secondly, once the computer is ordered, there would be no way to revert back (to Dell or TELUS) in order to request the flat screen after the fact. The promotion is now completely closed and Dell will not honour this request.

I'm sorry that you feel that TESUS' intent was to trick you into switching to TELUS for internet service. Our intent with this promotion (and all of our promotions) was certainly not to trick customers into switching from competitors to TELUS. The computer was a bonus gift for agreeing to a 3 year term on our High Speed Enhanced service.

I do not have access to a picture of the computer promotion ad as it expired long ago. However, if you require, I can check with the Marketing department who may have this information available to print so that I can send it to you via mail.”

My response the same day:

“Hello,

I did not receive a Dell computer. I received a Lenovo computer. And yes, I would like you to check with the Marketing Dept. I would like to see the web ad.

Thank you.”

Later the same day I received another stock response from “Jessica”. My response the same day:

It's very hard to believe that a communications company would have so much trouble communicating with someone.

I am not interested in going around and around with different agents sending me the same response.

Here is the latest one that I received:

"Hello Cheryl

My name is Jessica and I will be taking care of your request today.

We can no longer send you the link for the offer that was online since it is now expired and has been removed from the website. Below you will find the specifications concerning the PC offer you requested.

When the PC was ordered you have the choice of upgrading to flat screen monitor, the cost of the upgraded flat screen was $269.00 and it had to be ordered at the time of redemption.

Lenovo 3000 Desktop Computer

$5/month for 3 years

Model only available with TELUS offer, etc, etc, etc

Regards,

Jessica

If you will read the text below, and my file, you will see that we are far beyond the stock response above.

I am now well beyond any patience that I had with this situation and expect a resolution by Monday, April 21st, or I will be filing a complaint with the CRTC over what I consider are deceptive business

practises.

A phone call would probably be in order, or at least dealing with the same agent instead of multiple ones.

Maybe you should just tell me where to return the computer, monitor and modem and we can cancel the contract. This whole exercise has been filled with miscommunication and misrepresentation. I don't want to deal with incompetence anymore.

By April 22nd, I had still received no response from Telus so I sent an email asking where to return the computer and saying that I wanted to cancel the account. Received a response from “Janet” advising that she was forwarding my complaint to the Customer Loyalty and Retention department.

I spoke to 8 different agents via email over 3 weeks. I received a stock response from most and multiple responses from the same email! Not one followed up and one wasn’t even talking about the right make of computer that I received. I requested several times to deal with only one agent and was ignored.

I thought that finally I would be able to speak to the same person more than once and resolve the issue. On April 30th I called the 866 number that I had been given and spoke to “Farzana” in the Customer Loyalty and Retention department. After speaking for quite a while she promised to have someone from promotions call me and told me she would call me back asap to update me. She said it might take a while and asked for my patience.

By May 13th, I had still not heard from her and again called the 866 number. The person answering the phone would not connect me with Farzana, even though she was there. I asked for Farzana’s voicemail to leave her a message and was told that she didn’t have one. She said that Farzana had to receive permission to speak to me directly and would get that permission and call me back later in the day. Guess what? I didn’t get a call.

It’s beyond belief that a communications company would have such difficulty communicating with its customers. I am way, way past the point of attempting to resolve this issue with Telus and now only want an address of where to return the computer and modem and for them to cancel my internet account at no charge to me. Please help me.

Update: It is now June 15th. The computer is still sitting in a box in my living room. The CRTC can't help me with my complaint. I am now waiting for the results of a Better Business Bureau investigation, but we all know Telus doesn't care about that.

I guess I will be keeping the crappy computer and paying the extra $5.00 per month for the duration of the three year contract because I won't be paying to cancel it.

However, for the entire three years I will be telling absolutely everyone that I can speak to about this situation and Telus's response to it and the second the three years is up I will be cancelling not only the internet account, but also my landline and I will deal with ANYONE BUT TELUS.

I bought a lg chocolate from telus (bc tel mobility). returned in in 2 days, was scolded for being an impulse buyer (my daughter and I had looked for 2 years) and was berated and told I didnt know how to operate it. she replaced the battery and sent me on my way.
said phone again died completly with in a month of purchase, and was sent away (for 6 weeks) for repair.
the say phone died again, and I am awaiting return of it. I purchased it and in 20 weeks I have only had it 8 weeks.. the rest its been in repair..
sickening service, from the 2nd day til now..
my advise stay away from lg product and telus service.. sincerly william

I am writing to inform you that I have (re)contacted the CRTC regarding my dissatisfaction with Telus customer service. I had really tried to give Telus a chance to address my issues and have made repeated attempts to dispute service and/or charges. Your "final" bill clearly illustrates how Telus will try to manipulate numbers (like not crediting for lack of modem for a month, or charging for equipment that I returned, etc) in order to squeeze every last dime out of their customers, a sure sign of desperation.

As I have mentioned to you in an earlier correspondence, I not only dispute owing Telus that amount, but I would refuse to pay even if I did. What gives Telus the right to "breach a contract" (I say in quotes because, obviously, there was no contract, only your word which meant nothing although I do have an email) and then expect payment for it? Insane. I have on file all correspondence and the bills to go along with them, so if this amount is worth your bill collectors time in court, and the amount you would collect should they proceed, then do what you have to do. I'm not too proud to make it public. Do you realize that while you are sending collections after me, your reps are phoning to offer Telus services? What's wrong with this picture?

While we're on the subject, I am officially notifying you to place me on the "DO NOT CALL" list. I never want to receive another call from Telus. I told your rep this and I still got another phone call. I will consider further calls harassment.
I have not yet distributed the email address that I set up for Telus complaints (just word of mouth at this point, as I have encountered many people dissatisfied with Telus), because, honestly, do you think I enjoy wasting my time on Telus? Is this really worth your time?

So don't pretend you're concerned with customer service, Telus. You must spend millions on graphics-heavy advertising spewing lies like, "The future is friendly, "and yet you nickle and dime the people you claim to serve. Is this to pay for the advertising? Do you not see the gap in logic there? I'm sure the CRTC will contact me to see if you have tried to come to a satisfactory conclusion (they did the last time) so I guess it's up to you what I tell them. If you wish to contact me, you can reply to this email - no phone calls, not only for the above reason but also because I want a written record. I will keep this correspondence on file for CBV, CTRC, and whoever else is interested.

Sincerely,
Kelly Litle.

My contract ended January 25, 2008. But Telus mobility will keep billing you, unless you phone them to tell them that you are ending your service. Even though the contract is over, and when you were contacted by their customer service people trying to sell you in another plan. I told them I would not waste any more money on Telus mobility.

I received a call from Telus offering me a free phone. The reason for the offer was that I wasn't using my minutes. Therefore, they told me I would get a new phone for a family member or friend with no added cost plus wave the activation fee. Just pay the monthly fee that I am paying now. However, after contacting the local outlet I was informed that my monthly fee would go from $30 up to $80 per month. I am locked into a 3 year contract which I cannot be released from without paying $360. I am trying to contact Rob Durham at Telus.