TELUS
Reviews and Complaints

May 24, 2022 approx 3:30pm

Had a salesman named Jim come to my apartment door to try to sell me the new fiber internet that my apartment building has installed. I am with Shaw and do not want to switch. Asked very inappropriate questions and then asked if to speak to a man about the account. I told him that I was not switching and we were done with the conversation. I don't appreciate the fact that he would not take no for an answer and that I had to be rude to get him to back down. This is the second salesman who has been rude to me about this service and I will never switch to Telus when they treat women as if they don't understand what a "good" deal they are offering.

Telus customer service blows my mind with how ineffective and short tempered they are. Particularly the supervisor Jamie who is handling case [965285]. He placed me on hold while i was still speaking because he believed the "conversation was going nowhere". This was done simply to teach me a lesson. This particular case is regarding serious billing inconsistencies where since i first installed telus, there had been an overcharge on my auto payments of nothing less than $600.00 (See attached image for billing fluctuations). I called and the lady confirmed that there was discrepancies on my account due to inexplicable reasons. These discrepancies were a result of, according to her, extra charges because on some months it would be the discount bundle price and on other months it would be the non bundle price for internet and smart home services. This resulted in fluctuation of up to $65 from month to month. i have received zero reassurance that this will not happen again and have been met with extreme doubt and hostility especially from Jamie who said he wants to help but has been anything but helpful. These fluctuations negatively affected my credit score and resolving this has taken hours out of my time for a problem where I am simply the victim. Auto payments are a contractual agreement between the customer and service provider. This has been an extreme breach of trust and is shameful for a company like Telus.

we moved houses, call them to move the service and they told us may 10 and we agreed. Then suddenly someone cancelled our appointment for no reason and without our consent. We have been trying to communicate with the call center and all they do is pass us around to a dead end and the call will either just drop or will direct us to voice mail right away. few days later and still no call back or what so ever.

this is so no right and we will still be paying for the days that we don't even had connection till almost the end of the month and this is stupid. might as well just move my business to other provider that who deserve to be payed than to keep chasing this useless company

The list of issues and incompetence is too long to list of here.

Most recent: 4.29.22

I am so frustrated. I have been here since 7AM waiting for a technician and no one came- nobody contacted me. I just called Rosalinda (Telus) and she informed the technician had come around noon and left. Apparently, the technician left me a voicemail. I do not have any missed calls or voicemails; I am sitting by the front door and did not see anyone trying to come in today. This is exactly what I was concerned about and I was following up diligently to avoid a no-show.

What is going on? This is the worst service I have ever experienced in my life. I would not have been notified that the technician attempted to come if I hadn’t called Rosalinda. Rosalinda- why did you not follow up with me after all the concerns about no-shows and poor service I have already communicated? When I brought this to your attention you indicated “it is not my fault, you cannot blame me.”

This whole experience has been extremely unprofessional and dissatisfying. Please advise where I can file a formal complaint?

The residents of Panamount Sq NW are fed up with your lack of communication and demanding construction workers. Firstly, we were not given any notice that your company would be working on our square, and nor were we informed that our street parking would become limited due to the number of construction vehicles left on the street, for days on end (and sometimes without being used at all).

We were terribly unimpressed when one of your construction worker's (or the third party construction worker contracted by Telus) marched up our stairs and not only rang the doorbell, but banged, multiple times, on the front door demanding that we move our parked vehicle forthwith. We were in meetings and the disruption could have been avoided with better communication on your part. It was a good thing we were home as we typically take transit to work and there is usually nobody home during the work day.

Not sure how you got this contract to install Fibre Optic lines throughout the city but we will definitely not be buying in - simply based on the lack of proper project management and community engagement. This is a black mark on your company as far as we are concerned. Maybe try to do better.

April 15th, 2022

The television will be fine for 5 seconds, then it will freeze for 2 seconds, The quality has got so bad that I can only watch netflix. We pay a lot of money for

this service, I'm told it's solar flare's, but something needs to be done, because

I feel like I'm throwing my money down the toilet. It's that bad !

John Czepak

In December I changed my plan to allow me to go through the USA (a nearly 2.5 hour long wait time) The man on the phone said it would start immediately for a small up-charge. I agreed, and then proceeded to use my phone. 300$ plus dollars were charged.

I then Called in early Jan and spoke to James, he said he would reverse the charges (another 2 hours on hold). he did not do his job.

I then phoned in March to follow up. The fella I spoke to said he had emailed James and that he would get back to me the following Monday. He did not.

I am annoyed and frustrated by the lies of Telus' Sales reps. I just want my money refunded without having to waste countless hours being lied to.

March 15, 2022 - Moved into my current location in July of 2019 and signed up with Telus internet. For almost 3 years I have had several issues with my internet, mainly with the service dropping - sometimes several times a day and sometimes many times in 10 to 15 minute intervals. They reduced my bill by $20 a month because of the issues but after that it just got worse! I was not able to be assisted with a computer reset online because the service kept dropping and they couldn't re-install my Windows 10 so I had to buy a copy on flash drive to be sent to m at a cost of $89. I am unable to hook up a wireless printer as the service is so intermittent. I have called support and they have replaced modems, sent out technicians, supposedly changed routing to a shorter line and keep getting the run around and am tired and either get this fixed or let me out of my contract so I can purchase a service that works and won't make me crazy! When it works it works well but the constant dropping cannot continue.

I am currently, March 2/22 (start of call 8:07 am PST) on hold waiting for a manager, who will be agent #4 I have spoken with this morning. On Monday I spoke to an agent requesting my dads home services be cancelled due to the LONG list of issues since he signed with them in September 2021. I asked if there was anything we can do about the cancellation cost, she spoke to manager and was able to get a 50% discount as she understood the issues and that my dad is a senior on a fixed income. She was to call me back by end of day Monday once I had spoken to my father. That call back never came. I waited 2 days and then decided to call in this morning Mar 2/22. Agent #2 said she could see the notation of the discount but would have to put me on hold for the loyalty department for this. Agent #3 Loyalty dept said he could not see the discount notation, then proceeded to say they would not give out that kind of discount. And to cancel they would need to speak with my dad. Which is totally understood and I said yes of course you can call him on his cell. Agent #3 said that this was impossible, yet they have done this before as my dad is on the island and I am on the mainland. I have authorization on his account to make changes and such but when it comes to cancellation they need him to confirm this. Again totally understandable. Agent #3 Akbar was very dismissive by speaking over me, did not let me finish sentences, did not listen full or read the notations on the account. Now speaking to Loyalty Manager and he is contacting the original agent from Monday who did not complete her notes full, according to the manager. Every thing has been verified and they are calling my father which Akbar said was impossible. I have missed 2 important calls while dealing with this, on the phone for 1hour and 45 minutes so far. Everything has been verified and the account has been cancelled. Not even 15 minutes with a manager and everything was settled. Official complaint against Agent Akbar has been made.

I have tried to log into Telus Canada several times. I changed my password and still it tells me it's not valid. There is no access for people, like me, who can't use the telephone. Telus has terrible access for people who are deaf or hard of hearing.

I am writing to you today regarding the ongoing dispute between Telus Mobility and myself, this is the issue as I am stating, First and foremost this issue occurred at the very beginning of Covid-19, These are the facts, Telus Communications disconnected and canceled all my home services in August 14,2019 according to CRTC law $50.00 or 60 days because of $75.61 late penalties, not for non payment as Telus stated, I paid a late penalty payment of *($80.00), August 20,2019, but my home services were still not reconnected, I informed the CSR *Sarah that I spoke with *August 19,2019, that if all my home services were not reconnected after my late penalty payment, I would have to take my business to another service provider, which I did so *August25,2019, I was entitled to do so, I had my mobile services for over the *(2) years, I paid Telus in a good faith gesture, for all my home services accounts for *(5) months after Telus disconnected and canceled my services, I have proof of payments to Telus Communications for *(5) months from August-December of *2019, receipts stapled to billing statements and my personal banking statements, Telus Communications is claiming that I was unaware of the fact that I had two accounts with them home services and mobility account and the mobility, I had no idea that I had two mobility accounts, I am not stupid or unaware, I am fully aware of the services I was provided with, I have sent several emails and registered letters to Telus regarding my position but they never responded, I contacted the CRTC, CCTS to receive no resolution, Telus is blatantly lying I have asked the above mentioned companies to send me proof of verification of the debt but I have never received it, Telus Communications are not trying to resolve this issue, instead they have done everything to avoid resolution, they involved *(7) collections agencies and the two credit bureaus, I have tried to have Telus see the error but they refused, *February 27,2020, I contacted a customer service representative for Telus Communications regarding being double billed for services that I no longer was receiving from Telus Communications, please bare in mind I had to contact Telus from the electrical panel in my basement because Telus would not open the line for my new services provider, I was without a home phone and my cellular phones were locked and are locked to this day, I had services with Telus Communications for almost *(30) years before this, and I would add services to my account, I got one of their collections agencies to send me debt verification which they did recently, Telus Communications is claiming I did not pay November and December bills of 2019, which is not true, I have proof of payments, then they took those two bills and erroneously billed after the fact, stating policies and procedures, their policies and procedures were to disconnect and cancel all my home services which they did so, *August14,2019, but are denying doing so, which they say is my fault because I did not cancel my services?! Telus Communications Inc left me with no services, home phone, internet, security or cellular phones *(were locked and onLTE) I was within my legal right to go to another service provider

While traveling to the Dominican Republic Dec. 21, 2021-Jan1st, 2022, we turned cellular data OFF on all 4 of the cell phones on my Telus account. Cellular data was not turned back on again until we arrived back in Canada on the 1st. While at our resort, we only used the hotel wifi. Upon receiving my cell phone bill this morning, I was shocked to find a $611 cell phone bill which included roaming/data charges.
I spoke with customer service. I was informed that I should have had my phone on airplane mode as well as having the cellular data turned off. I have travelled extensively outside of the country with my cell phone and NEVER have I ever had to do more than turn off my cellular data to avoid incurring charges. Customer service was unable to do anything for me, and it wasn't until I said that I was willing to pull all of my accounts from Telus that I was transferred over to customer loyalty. Once again I had to explain the issue to this agent. He told me that I should remove my sim card from my phone when traveling. Again... never have I ever had to do anything more than turn off my cellular data. The best he was able to do for my was discount my bill by $107.00.
This is 100% not acceptable. would like to see ALL of the roaming charges from Dec.22-Jan.1 reversed. I did not use any Telus data over these days... we strictly stuck to the hotel wifi.
If this issue is not rectified to my satisfaction, I will be leaving Telus.

I've been a Telus customer for years. I've recently separated from my husband and we both live in different homes now.
Before I left my last home, a Telus representative came to my door and talked me into the Telus Smart Home security system. I wasn't in a good place to talk at that time, but to get him out of my hair, I signed the contract because he said it would lower my bill.
Well. It didn't lower my bill. I also lost a bunch of TV channels that I was subscribed to. The Home security system did NOT work. I called them and asked them if I could get out of the contract because it wasn't working, and they told me I could buy myself out for an exorbitant amount of money.
I'm living in my new home now and the security system STILL does not work. I've called them numerous times to ask them to cancel the contract because it's costing me a lot of money and I'm getting NOTHING for the service! They've systematically refused to do so, even though it won't work in my new house.
I can't cancel anything, because I've already signed into this stupid 3 year contract on the basis that I was supposed to have a lower bill. It wasn't the truth and I lost TV channels. Now I'm stuck paying for something I can't use.

I Set up 2 year Hub (internet) contract for seasonal (Summer) service in August in our cottage
Requested 6 months suspension in October to be effective early November which I am eligible to do.

November I received a bill stating I had a small carry forward credit, I was in arrears in paying my bill, and I was being billed for $89 when it was a suspended account. I ask you, how can I have a credit AND be in arrears AND be billed when it was suspended. When I called they said they would fix the billing and it will never happen again, in fact the agent would personally over see my account from now on.

Wait for it….. Now December
Same bill, same credit, same statement I was overdue and they stopped service because I was overdue in paying last month! Same comment from the agent that they would fix the account and would personally oversee my account from now on.

Agent in my opinion was condescending, talking in circles, telling me he would be upset too, but did nothing to fix the problem. Just wanted me to stay on the phone and tried to convince me not to cancel my account.
Not only that but the hub was not reliable for internet service in the first place.

Done…. I am done with Telus! Horrible service from beginning to end!

THINK TWICE BEFORE GETTING INTO A CONTRACT WITH TELUS!

Thursday November 25, 2021 I went to the store in Pickering Town Center on Kingston Road Pickering Ontario
We waited 45 minutes to get served and by this time it was after 8pm because one lady was taking your employees time for over one hour. The man serving us was very unknowledgeable and couldn't even answer my questions. I had to look everything up on my phone. We purchased a plan and I asked my final question which of course he couldn't answer. The other lady comes over to help and after argueing with me that it couldnt be done I explained to to her how to do it and it was finally done she knocks over the plexi glass shield and it hits me in the arm. She was obviously frusterated with the other lady who was still there waiting for her while she was helping us. She was ruid and frusterated and she shouldnt of taken it out on us there were 2 other witnesses in the room at that time also.
Debra Zalter and Carl Hilgerdenaar
[protected]@yahoo.ca

Internet and Optik TV service provided in Calgary, Alberta.
Our internet and cable service quit working on October 31 and called for support the next morning. November 1, spoke to a support person, at length, and he arranged for a Technician to come to the house on the 5th of November. I requested that the issue be escalated to a Manager, and got a call from Jayleen at [protected], extension #1404976 and the escalation ticket #917573 on November 3. Jayleen indicated that she was moving the appointment ahead and Technician Rob came to the apartment Nov. 4. Both Technicians that attended at the house advised us that the issue was not within the apartment rather it was no connection in the mechanical room, for some reason. Interestingly enough the apartment below us had the same issue, however they were offered to be hooked up via hard wiring while the issue was being resolved, we were not offered that 'temporary fix'. We did not hear from Jayleen at all the week following - November 8-12, as she was off for some 'personal reason', which I understand "life happens' and things have to be dealt with. However it was not until I complained online that we got another call from "Pamela" advising us that Jayleen was off but would call us back. I left another message on Jayleen's Voicemail and by this time I was VERY unhappy! I work from home and had to relocate all of my hardware to another location to be able to work... (I also advised Jayleen that I worked from home... didn't matter to her), plus I had to increase my 'data' on my phone plan at significant cost to us...because we were going over since there was no internet and no Wifi in our home... so we get to week 3, still with no service, and get a message from Jayleen that the service was still not restored... and then the next message we got from her was today, November 25, that she was closing the file. Soooo... since then we have had to get another service provider, since I cannot continue to travel to a location outside my home to work..and we are mandated to work from home, so cannot even go to my office to work...and there was still no service! Telus is in our opinion in breach of contract as they are not providing the service we had signed up for, and as far as we know the service is still not restored (as of November 25, 2021... a full 25 days from when the service failed). I now have some Telus hardware which needs to be returned since we are no longer your customer... we will not be paying any sort of penalty for the remaining 8 months of internet and Optik TV service, which was on our original term since Telus can not provide the service, as a result of the failure of their infrastructure. We are also not paying for any service which was billed in advance since we have not been provided the service. We were more than patient and feel that Telus basically ignored restoring the service and as mentioned above Telus is in breach of contract. I would like to be reimbursed for the additional data that I had to purchase from my phone service provider, but believe that is unlikely to happen. I would also request the existing service contract... (Telus account #[protected]) be cancelled with no penalty. I can also assure you that this is some of "the best advertising" that Telus could ever receive, because we will be certain to share our experience with anyone and everyone who asks... we were SHAW customers for years and were convinced to give Telus a try... boy was that a mistake... never to be repeated.

Tonight I was being helped by the sales rep in your outlet located on Town Crest Road in Fort Saskatchewan Alberta. Initially things were okay. When she could not answer my questions she asked the Assistant Manager to help and everything was cleared quickly. The Assistant Manager went in a back room and I asked another question. The sales rep was struggling to answer and I asked if she could bring the Assistant Manager back. This clearly upset her and I said "I am not trying to be frustrating..." and before I could finish sales rep rolled her eyes at me, shook her head, huffed, and walked away in to the back room and I could hear her complaining about me in an angry tone. The sales rep and the Assistant Manager returned and the Assistant Manager readily answered my questions. I asked for the sales rep's name and employee information and was given her card by the Assistant Manager. I then informed them both I would be filing a complaint for the unprofessional and insulting conduct I was subjected to. We all spoke briefly and I explained to the sales rep I believed she had gotten frustrated when she wasn't able to answer my questions but decided I was the problem rather than her inability to articulate. Once I explained this the sales rep did apologize.

A Telus employee allowed someone at postal code V3R 5N6, Surrey BC, to open an account, fraudulently (#603695907) in Dec. 2018. They were able to use my name and inadequate information, and Telus did not ask for any verification or proof of address. As a result, three years after the fraud, I had to prove who I am and where I lived in 2018 when the crime occurred. I have spent hours on the phone and online trying to get this fixed. Talking to RCMP, Telus, checking Transunion, Equifax, the Credit Bureau in BC. Why don't the fraudsters have to prove who they are? You are giving easy credit, writing off your minor losses, the salesperson gets their commission, and the fraudster gets the TV while Telus continues raking in profits. I'm the only one inconvenienced and I'm furious at your sloppy sales methods. You can be sure I'm letting everyone know and I will never be a Telus customer.

October 19, 2020
To Telus Customer Service
My Name is GIovanni Amadei and I am a loyal customer of Koodo part of Telus for several years and love their service for my Mobile Phone plan [protected]), as the coverage and reliability and customer service has been great since day 1.
 
I am writing to you about an unfortunate situation regarding a transaction with a Telus sales team that unnecessarily, became awkward and then went bad. Several years ago a team of Telus reps knocked on my door and said they had a great deal to offer me for a mobile phone plan. They told me about an offer to give me a new phone of my choice, and several incentives that would make it worth my while to buy the phone and switch my mobile phone service over to Telus. It seemed advantagious, so I chose an I phone and signed up for service.
 
Several days later, the phone arrived and it was not an Apple product and not the phone I had selected, so I called the rep and they said I needed to call Telus, which I did. The Telus rep said the phone was a good phone and I should keep it, but I insisted that I wanted the phone that I ordered instead, and that I was returning this brand new one back that I had not used, because I had not deactivated my last phone with the other company.
 
Telus refused to send me the phone I asked for so I told them I was not willing to pay for something that I had not ordered, yet they insisted that I pay for it, which I would not, and they charged the cost of the phone (approximately $700) to my TD visa card. When I saw the charge on my next statement I called Telus to ask why they had charged me and to ask them to remove the charge. Telus would not so I called TD and told them that the Telus bill was unauthorized and fraudulent and that they should remove it from my Visa card statement. TD said that I could not prove that it was fraudulent so they would not remove it from my visa bill, and I said I was not willing to pay for something fraudulent and TD insisted I pay for it. I then told TD I would cancel the TD Visa card because of their betrayal, and I wasn't using it because I had switched all my banking over to CIBC for the last few years since my mortgage, payroll, chequeing, savings and Visa card were now all with CIBC and I was paying service fees to keep my TD card and accounts open.
 
Last week I found out that Telus reported this incident, which was now valued at over $2000.00, to the Credit Bureau and now it is on my credit bureau file and this is particularly vexxing to me because I did not cause this bad situation to happen, nor did I cause the crisis with TD, which resulted in my cancelling their services. Years ago Telus and TD stopped harassing me with phone calls and threats, after I spoke with TD and told them that I had terminated our working relationship because I was disappointed in their betrayal of my privacy and for not protecting me from a fraudulent charge. TD offered to give me another visa card and invite me back as a customer if they removed the charge and I said no thank you, that I don't want to do business with them after the way they betrayed me.
 
The purpose of this letter is to demand that you do the right thing and remove this negative report from my Credit Bureau File because it's fraudulent and I am not culpable for something I did not initiate. You are responsible for this bad report and I am not, so remove it ASAP, so we can fix this unjustified attack on my credit, and so that my working relationship with Koodo/Telus can continue without incident, and so that if I ever need TD services again, I will not have to choose not to do business with them, based on this unjustified negative report.
 
Sincerely
Giovanni Amadei