TELUS
Reviews and Complaints

On June 30th, I relocated, having given Telus a three-week notice regarding my move. However, despite the heads up, I found myself without any service on the very day of the move. As of today, July 11th, I'm still without service. No internet, no cable, no phone. Today, I had scheduled a service appointment, anticipating the arrival of a technician to address these unresolved issues. Between the hours of 5pm-7pm, I waited, but no one turned up.

I've been a Telus customer for almost six years and this level of support, especially during a move to a new address, is something I've never experienced before. A technician did come out on the day of the move, but he seemed in a hurry and failed to complete the job. He advised me to call back if I faced any issues, and he would return the next day. However, when I called back, I was informed that no one could visit due to the long weekend.

The subsequent weekend, another technician came out. At first, it seemed like the issue was resolved, but the service failed again the next day. Telus' customer service has been one of the worst I've encountered. At one point, I was on the phone for an hour and a half, being transferred among ten different representatives. Each time I was forwarded to a new agent, I had to reiterate my problems over and over again.

I am a sen ior and have been a customer of Telus many times . In the last 3 years I have been a Telus customer until about a month ago I was lied to by one of their techs so I changed suppliers. That did not work out so I went back to Telus. I sked for the same plan that I had before. I thought that I deserved any promotions that were available , but as it turned out I was lied to by the sales clerk . We talked and I said as a new customer that I qualify for the 55" free tv. He said that maybe I should take the other offer of free home protection or something that I didn't want and asked about a landline that I don't need but he said it was free. I received my first bill about 317.00 t5hat included $30. plus and so I contacted Telus and complained and did receive some credits but was informed that the landline is not free and if I wanted to cancel that service that there would be a service charge of $150.00

From: SHARON L

Sent: July 10, 2023 2:37 PM

To: [protected]@telus.com

Subject: EQUIPMENT RETURN URGENT

Importance: High

I just spoke to a manager named Dave (200 pm) here in Calgary and he told me there wld be a $150.00 return fee if your employee had to come and pick up equipment that needs to be returned whereas I was told twice by 2 staff members that there wld be no problem with having an employee picking up the equipment because of my condition. I am on pension, handicapped, in a wheelchair, and have no one to help me. A lady also told me 8 days ago that I had to wait a week to contact Telus again to have someone pick up my equipment due to a time factor. Telus did not have the same channels etc as Shaw did as I was with Shaw for over 5o years and I was not happy with the service I was given by Telus therefore I went back to Shaw. I made sure everything was completed according to yr agreement. I require yr immediate response or it will be necessary to take further actions.

Because I am handicapped and in a wheelchair and cannot get to a mailbox etc I

was told to contact you when everything is packed and ready for someone from

Telus will come and pick it up. I am a senior and have attached my information

for pickup. I have no one to help return the equipment and there is a note on my

account with you referring to same.

Thank you

Sharon langevin

[protected]

There are over 20 emails I can forward to you. Your TELUS Account Number:

[protected]

Fyi

June 26

Telus uses third party out of country meaning Malaysia, Philippines, etc. I have nothing against these people but the support is terrible. Typically you call in and they push you to someone else after you have answered many questions, then you repeat the answers all over again with the next person...then following that I do not believe the know the answers to your question so they then push you to someone else.

I have sat on the phone for hours to get a simple question answered regarding my bill. I now refuse to talk to them and I request a Canadian support person to call me. Takes days, but at least you get an answer and you do not go through the repeated frustrations.

Telus has lowered all expectations totally by hiring international support. They may have cut costs, but they certainly have cut their client opinions in my belief. Their motto should be "Telus later".

We have an account with Telus to monitor our home alarm. The system was in active for over a year and was not working. However, we assumed they were monitoring our alarm. They did not tell us that the system wasn’t working. We have asked that the account be closed on four separate occasions they told us repeatedly they will close the account, but they keep sending us bills, when they are not providing any service whatsoever, we feel like this is fraud and we need someone to assist us

Telus installed fibre optic in our neighborhood and built a junction box and drilled a hole in our driveway! They did it without seeking permission from us. It’s been over a year and it’s not fixed despite repeated phone calls. A technician even came and inspected it and said he will report it but nothing has been done. There are lots of kids in our neighborhood and what if one of them gets an accident due to the hole in our driveway?

My son was denied employment consideration because he is not vaccinated with this untested and now proven dangerous vax.

As a result, neither my family nor my many friends that have been diagnosed with major complications and issues as a result of this injection will consider your service in the future.

You discriminate against my son and so I will discriminate against you.

nhl sport crawlers on every station. they are repetitive, unnecessary and distracting. It is bad enough on the sport channels but I can see some relevance there, for people that might have an interest.

I do not see that they are appropriate on ALL your other channels.

This has pretty much completely ruined my Friday night. Your ceaseless cross promotion is bad enough and reason to search for another supplier or to cut the cable entirely. This is over the top!

Friday May 12 all evening.

My name is Ahmed Hassan, From Egypt. I was very happy and excited to earn the opportunity to work for a very promising company like yours. I am very interested in internet & AI technology and I was amazed when I read more about your services and solutions.. I was very interested to know more and see if there are any opportunities to be a part of your team or provide services as an independent contractor. As I have experience in procurement, sourcing, recruiting, training and other related supply chain activities.

Until, I saw a part on your website that your recruiting team will only use e-mails that ends with @telusinternational.com.

Kindly, notify me if this is a mistake or if this ID card is not valid because all my communications were done by this e-mail ([protected]@gmail.com) noting that all communications were done by nice and professional people until this moment, Just the conflict with what i've seen on the website that worried me, Kindly see the ID attached.

Appreciate your support

I am making a huge complaint about my tv channels that I still have not been able to watch that I asked for when tv telus installer was here and assured me everything was working fine and even had to make a 2nd appointment for him to come back and attempt to fix it again, I have called telus 8 times about not having the channels that I had ordered, and after being on hold for unacceptable amounts of time everytime I called, I still get the same excuse, this has been going on since day one. Why the hell has this still not been fixed, I never had such bad service from any provider ever, is this not a breach of contract. Mark welch [protected]

Recently my 2 year mobile phone contract with telus was coming to an end. I had the bring it back program where I need to return my phone to telus by May 7th 2023. I was decided to move to another service provider. Therefore, on April 27th 2023, I firsr ported my number to anoter service provider and when to telus store in person on the same day only to find out I cannot return the phone after porting the number because my account gets closed once I port the number. I told them I was not told about this and explained to them that no where in their coontract does it say you cannot return after cancelling the service. It only says on the app that I need to return the phone by May7th 2023. Because of this, I have to now pay for the remaining balance of the phone which I believe is $410. I tried to esclate this problem in store, on the phone, online chat but their responses were all the same "sorry account already closed, we cannot take your phone anymore"

I think it is not not fair that I cannot return the phone anymore eventhough it is well before the deadline set out in the contract just because the account is closed on their system. Im sure there are other Telus customers like me in who are confused about the telus bring it back system and lose hundreds of dollars. I really believe a big Canadian corporation like Telus should honor clients in these kinds of situations. I really appreicate taking the time to read this and hopefully this problem gets resolved.

My phone number with telus was: [protected]

My Name: Kyujin Oh

Plus I was been a loyal customer of telus for many many years and still using their internet service.

Thanks,

Brian Oh

I cancelled the security system that Telus installed over three weeks ago but trying to get someone to remove it has proved impossible.

I did cancel within first seven days as I did not get what I was promised in the first instance.

Even trying to talk to Telus res has proved to be a waste of time as no of them seem to have any clue as to what I am talking about.

I am on the verge of switching provider services as I am so frustrated by TELUS.

I have a feeling that I am going to be charged for the service even though I have cancelled it on several occasions and talked to seven people already.

TELUS is deplorable.

I canceled my cell phone service with Telus and switched to another carrier. I stopped receiving bills for my services at that time.

While in the process of buying a house, it came to my attention that Telus had been reporting an unpaid bill of $49.84 to the credit bureaus. Instead of contacting me by phone, email, text or mail, that an amount was owing - Telus proceeded with doing irreparable damage to my credit score over a negligible sum of money relating to an old tablet. Not even my cell!

When my cell account was canceled, Telus did not cancel an account for an old tablet that I haven't used in years. Instead of canceling my services altogether, they left one part of it open and neglected to tell me about it.

This has caused immense damage to my credit score. Their attitude about it was callous and insensitive, and they refused to help. Instead, they told me to take responsibility. But since the bills stopped at the same time as my service... I didn't think anything was still open and owing.

Why would I keep an old tablet account open when I canceled my service?

Why would a communications company NOT exhaust all methods of communicating with me to let me know I owed them $50? Of course I would have paid it... Instead, they destroyed my credit which is preventing me from buying a house.

The penalties are so severe, and they could have called me or texted me.

My old bills from them, which stopped by the way - used to come by text to the same cell number I've had for decades.

This should not be allowed. This is predatory and lacks any consideration and fairness to the consumer. If it is their mandate as per CRTC regulations, they should attempt to let consumers know they they owe funds before ruining them.

On March 20,2023 I made a $200.00 payment to Telus Mobility Account [protected] to date Telus has refused to acknowledge my payment, charging me late penalty fees & reporting false late payment information to my credit bureau. I have used your "chat services" made phone calls and sent emails none making an HONEST effort to rectify this. Please contact me at [protected]@outlook.com my bank has assured me time & time again that the payment was received by Telus Mobility now the proverbial ball is in your court to apply the $200 payment to my account. Surely Telus has the competent staff I place to peruse daily posting reports within a reasonable date range to find this error this is called Quality Assurance and from my perspective & personal negative experience regarding this matter Telus is failing to reasonably resolve this issue in a timely fashion. I have been out $200 since March 20, 2023 and will rightfully refuse to make an additional payment for this outstanding or balance forward payment for that billing period

I have been trying to get telephone and TV services for my 78 yr old

sister in a care home since the begging of April /2023 . I have spent hrs on the phone with customer service Reps. Still no luck .they say there is an appointment for April 24th/23 .But no garantees that I will get the services.

My sister has dementia and it would have been great if she had a phone in

her room .

I have been having major problems with Telus for over 5 months. They can't seem to solve the problem's I am having.

1. Home telephone line is nothing but loud static, cannot hear who is on the line or what they are saying.

2. Home security connection to the main line goes off line every three days. The "Trouble" light comes on around 4:45am and beeps until I get up and turn the alarm on then off, just to stop the beeping.

3. Any Optic TV shows I watch get pixilated, and the shows freeze for a few seconds constantly. The recorded shows are even worse. It's frustrating to watch a show that freezes every few seconds and/or pixilates.

4. My Internet is extremely slow. I was told to download the SpeedTest App to check the speed of the internet. Download averages 11-13Mbps (should be above 55Mbps) , Upload averages 2.9-3.9Mbps.

I have been waiting a month for this device i called twice and nobody sends it

Date: Mar 09, 2023

Dear DEBRA ZALTER,

We’re happy to let you know that your order is on its way and will be delivered to the shipping address you’ve provided. If the tracking number field shows “Not Provided”, the order will be delivered via regular mail with no tracking available.

Tracking Details

Order Number [protected]

Courier UPS

Tracking Number 1Z68YF15DK13282234

Shipping Address 4810 DUFFERIN ST

NORTH YORK ON M3H5S8

CAN

Number of Items 1

What’s in the box:

Order Item Number Subscriber Name Subscriber Number Details IMEI SIM

ES2183921213 MANAGEMENT OFFICE [protected] GOOGLE PIXEL 7 128GB BLACK ANDROID SMARTPHONE (LGGPXL7128BK) [protected] [protected]

To use a New SIM card in your new device:VE BEEN WAITING A MONTH D

october 25 2022 telus door to door agent ( Jaicob Darmati [protected]) approach us and offer a home security for 6 mons free i just need to advertise their product. then after 4 months i call them to cancel their service because of multiple times of alarming of smoke alarm even without smoke so multiple times also the fire truck came to our house and they check inside the house and they see no smoke at all.

so i decided to call the telus hotline to cancel the service,and only to find out that we cant cancel our service and we are under 5 yeras contarct without signing contract. i have neighborhood that complaining too and he is my witness as well.

So we feel like we got scam.

And the person that we talk about the service he never answer my phone now.

On [protected] in Londerry mall NW Edmonton.I was approached by Telus sales representative and I was informed about there promotion on mobilities services in my response their offer was am already subscribed to Lucky mobile network with monthly payments of 50 CAD with unlimited data which the sales guys said he can gave me equivalent deal with the same amounts. I told him I can't make any transfer yet until I finished my monthly plan which its end on 5th of January 2023 and he said they will send an authorisation email to Lucky mobile for my approval phone number before I can switch to telus and a sim card will be send to my postal address and its going to cost me 10 CAD thats will be added to ny payment in January and after receive the confirmation email from Lucky mobile number to Telus before I can insert it into my mobile

phone and payments we start from that day as will concluded on that, Thats was our final discussion on 15th of December 2022.

Unfortunately on 20th of December 2022 it's was suprise for me when I receive an email for my monthly bill of 90. 6 dollars from 17th of December to January 16 2023 , first thing that anoyed me was have not received confirmation email from my previous network provider which is Lucky mobile and Telus sim haven't being sent to me talkless of insert into my mobile phone and my agreement monthly payment monthly with Telus sales representative was 50 +10 dollars for sim card making 60 dollars for the first month which supposed to start of 1st of January 2023.

I quickly went to Londonderry mall to look for the sales representative if there was a mistake or an error from their side unluckily for me he was not on the desk other team I met told me the can't rectify the issue I need to call their customer services which I did immediately after my discussion with customer agent he acknowledge that the problem was from their side and apologise for the inconvenience and he promised me he will rectify it and he assure me once I receive the email from Lucky mobile for cancellation of my contract he will scheduled a call to confirm on January 3rd and to insert my Telus sim card into my mobile phone and my bill will starting from that day on.

I received my Telus sim card in my postal address on 2nd January 2023 but I don't receive any notification from Lucky network provider for the switch of my account to Telus instead of that my post paid for January its automatic deducted from my credit card and I want to avoid paying double payments for my single service then I decided to called Telus customer on 5th of January to follow up with the same complaint am experience same promised as usually no any change update but I decided to cancel their offer on called we all agree its was cancelled and confirmation email will be send to me after but I didn't receive any email.

But instead of seen the update the same bill payment was send to my email again on 18th of January with total amount of 96.26 CAD.

I was so pleased off immediately I called the customer service and I told am going to report them to the authority for their dubious act and the are appeal to me and was directed to their supervisor on called and he promised me I will not receive any bill henceforth and the contract will be cancelled.

What a surprise after all this promised and fail manytime I received a letter from my mail box I own them 68 CAD and Il be treating in the letter they are going to reporting to credit bureau for punishment if I refuse to payment before 29th of march 2023.

I don't which services the render me which I need to pay for its all look like a real scam to me.

Please kindly look in details to the problem I couldn't understand what kind of game the are trying to play with me.

So my old TV gave up the ghost

Saw the telus add online free tv with internet sign up

so signed up They send emails make sure someone home between 8am and 4pm on Feb 16

feb16 rolls around i get an email Oh its now changed to same day service somtiime!

They show up 3 hours late and take over 8 days to install the internet ( 4 Trips )

So i ask where is the Tv

OH we dont do that its a 6_8 week wait for that !

SO phone call after phone call with telus no result I am now on hold 30 min

to speak with a manager to probably cancel this service and my cell phone

after being a telus customer for over 25years

terrible service lies after lies just to get you off the phone

mar 15th still no TV this is fraud and a scam just to get you to sign up