TELUS
Reviews and Complaints

On 17th October 2018 Telus Internet was installed at my home in Edmonton Alberta, Canada.
The technician Has to take care of cancellation of Shaw services.
But he never took care and I still got a invoice from Shaw.

Technician was so un professional even we called him few times he never deal with us nicely. Finally I got it cancelled by self with Shaw. But I had to pay 169.70$ which I should not have to because Technician did not take care of it. I still need my money back from Telus.

So I called Telus Support 3 times in one week but they never resolved my problem. Every time they told me our manager will call you but nobody called.

MY experience with Telus is very Bad. Please dont Go with Telus because they do not care for the Customer.

Nov 22 at 7 pm, 2 young men came to my door in the dark wearing Telus white coats and holding a laptop, started to try to sell me Telus Mobility products, I asked for Telus ID they didn't have any, business card? nope, they showed me my name on the list on their laptop showing my name, address and telus products, I told them to get off my property and if they came back I would call the RCMP.
I asked for their managers name etc then they said they don't work for Telus they work for the Aquisition Group. So if Telus is giving this company my private information that would be illegal and it is bad business not to mention I feel very scared of that situation, two men coming to my house in the dark pretending to be with Telus. In the google search and on their website it says Telus is a client of theirs. So what is going on? [protected]@telus.net

30OCT2018

I have had an ongoing issue with my internet for almost 4 months now, telus keeps sending out technicians that can't resolve the issue, the last few techs have said a more specialized tech needs to come out, a "rushman", they have put their advisement in their notes and telus continued to send out the incorrect technician. My file was moved to the "escalation dept" where the last manager, Brian Emt sent me an email 3.5 weeks ago advising he was going to be speaking to a field manager, since there are no rushman in the Squamish, BC area to find a solution. No further call or email with an update or resolution.

I emailed him yesterday with no response, I tried calling him and the extension he gave me is incorrect. I called in yesterday, they said they would have someone call me back, no call back. I called again today and was told that the escalation managers don't give out their extensions but they will try to do the best to have the manager of the escalation team managers call me back. This is the typical cyclical customer service that I've been receiving, yet my internet still fails. I received a $200 credit 3.5 weeks ago, this is little to no compensation for the time I have wasted dealing with telus and the techs, not to mention the hours of billable time I have missed due to failed internet.

I would like my internet to work and I would like to be compensated for all my lost billable time due to either dealing with telus or not having access to internet.

Barb Engstrom
[protected]@gmail.com

2018-10-18 I have received a mail statement from Telus for final notice to pay $14, 14 until 2018-10-13 otherwise Telus taking this matter to collection agency and bad affect my credit ratings for unpaid amount of $14.14 billing from Telus.

The amount being claimed was a final billing after having cancelled my service due to several issues with telus not receiving any statement, not able to get any support for the sim card, phone hardware issues.

I had been not receiving my monthly billing electronically ( mail, website account) before and after terminating my account with Telus . After several email exchange I had received the previous statement through mail and sent several emails for not receiving billing statement, not able to see on their website including wrong charges after I had received the statements by standard post mail. I paid my final billing amount a month ago ( excluding late fee charges which was not my fault not getting billing statement on time) . However this final billing was sent by regular post mail and received October 18, 2018 as I had received other two statement after 1 month later than monthly statement due dates. For the final statement, I do not have any idea what $14, 14 charge come from
I did not receive any further billing or notices that I had an overdue amount owing by Telus .

Upon verifying that there was an amount still owing on my account even though I believed that I paid why I owe to Telus ( in spite of not using their service more than 10 days due to lack of support for sim card issue and hardware issue my phone) . The result was that my excellent credit rating has been ruined and my credit score had dropped about 200 points.

I do not feel that this was my fault as I had always paid my bills on time and Telus should have recognized this and accept their fault instead of faulting the client and threaten the customer for claiming bad credit rating . I am requesting to correct billing error an if any attempt to claim complaint to my credit record remove from file before I take the action to higher authorities for my rights .

Not sure how this happened I just checked my bank account and they charged me with $69.84 and another $19.87 called the number and they said they would refund my money in about 10 days but I need to know how they got my account info and how to contact them immediately so this does not happen again the name of the company is content club some how they got my bank account info it's a subscription to something I do not have any subscriptions that I know of

I got a call three weeks ago from telus, about upgrading my internet to telus 75.
We booked an appointment for Sunday the following week, between 1-3 pm, and we were no showed with no prior notice. Reluctantly, I called back to rebook another appointment on October 7th this coming sunday between 1-3pm, and today as a surprise we got a call from a telus technician saying he is coming to upgrade the internet today, after we explicitly stated we would not be home during the weekdays. This is completely unacceptable treatment to customers that have been telus customers for the last 28 years. I was given an offer today from shaw for internet 150, and full TV package for 105 dollars a month, unless you can match this offer. We will be swithing to shaw and taking their package offer, the next week.
regards,
Mike.

Have been trying to have a land line connected in my home. Spent 35 minutes on the phone, today, not my phone. After talking to 2 different employees, the 2nd one wanted a phone number where they could reach me. If I had a land line I could give her a number. I have no idea why it's so difficult to have a land line connected in my home. Could it be that Telus doesn't want me as a client?

2016-02-24 I received an email from Metropolitan Credit Adjusters in regards to an unpaid billing from Telus.

The amount being claimed was a final billing after having cancelled my service due to moving overseas.

I had been receiving my monthly billing by email upon my choice. However this final billing was not sent by email but was instead sent by regular post to my address where I was no longer living so I never received it.

I did not receive any further billing or notices that I had an overdue amount owing by Telus until I received an email from Metropolitan Credit Adjusters. At first I thought it was a scam so I contacted Telus to verify.

Upon verifying that there was an amount still owing on my account I asked Telus why they did not send me my bill by email as they had done so previously every month. Telus replied that the final billing was sent regular mail as per there policy. I explained to them that had the bill been sent by email I would have paid it forthwith and I did not know I still had an amount owing. They have refused my request to remove this collection record from the Credit Bureau even though it was their fault that they had not sent me the bill by email and had not informed me that the final bill would be sent to my last known house address.

The result was that my excellent credit rating has been ruined and my credit score had dropped about 200 points.

I do not feel that this was my fault as I had always paid my bills on time and Telus should have recognized this and removed the complaint from my file.

Telus is installing fibre optic in my community of Mahogany in Calgary AB. When they consulted me prior to starting any work they indicated they would need to go in between my house where a green electrical box already was. They indicated no other part of my recently landscaped front yard would be touched.

They then dig up from front yard, removed a section of sod, backfilled the area with gravel and left an orange tube sticking out of the ground in my front lawn. They then came by and painted much of my front lawn with yellow and orange paint killing my grass.

I used the unresolved complaint line and received a reference number and response a crew would be out to repair the damage. A week later it was radio silence and they came back out and painted more of my lawn after complaining about all the paint on my lawn killling grass. I complain again on the same email. No response. Try again and nothing. 2 weeks later I'm still emailing and leaving voicemail. Not only will they not email/ call me back they've been back out to paint my grass again.

I've sent out more emails and still waiting for a response. Damage claim 621265

This evening at approximately 745 pm I called *611 to arrange a travel pkg for my husband's phone and to arrange to have another line put onto vacation disconnect. We have 6 line on this account and have been customers for over 15 years. Tonight I was appalled at the service I received. It was immature, childish and extremely unprofessional. I spoke to the customer service rep who was able to put the travel pkg on the one line and when it came to the vacation disconnect and after some time on hold, the customer service representative came back and said that he was able to do the vacation disconnect but it would have to be now or the next billing cycle. I wanted it scheduled for midnight. The person who uses the line was at the airport and required it until 10 pm until she got onto her flight. The rep said it was out of his control and that I would have to call back later. I had already held the line for 30 mins and this was the second time I had called tonight. The first time I had waited 20 mins without service and received a phone call that I had to take. When your rep told me to call back later, this was an unreasonable request seeing as how I had already been on the phone for so long. Also, I had just worked 15 hours and wanted to go to bed. I asked to speak to the manager and was told: "he will just say the same thing I am". I asked a second time to speak to the manager and was told that I could wait and I could just call back. There was a lot of attitude coming from this rep and he was very disrespectful. I asked a 3rd time to speak to a manager and he said I would have to wait while he sent an email and placed me on hold. I believe I was on mute since there wasn't any music playing or any type of recordings. Your rep left me on hold for 45 mins while I called back to Telus from my landline. My third call for the night and I was able to have my vacation disconnect put onto the line [protected]) as of midnight. My third call representative added that he wasn't sure why the previous rep wasn't able to complete my request.
After 45 mins on hold and over an hour + on the line, your rep disconnected the line.
Through my company, we have been good, loyal long-standing customers who pay a lot of money for your services. This was no way to treat a customer. I am very upset, frustrated and disappointed in your services tonight. I would appreciate someone calling me back to discuss this issue.
You can reach me at [protected]. I am the administrator of this account.

MY name is Steven Stoesz and i am willing to get a lawyer and the BBB involved here there was an account [protected] that was from 2014 my wife had 968.00 of that cleared in her bankruptcy and we also settled with CBV in Jan 2018 for this bill they said that was the only outstanding bill telus or any other so we cleared that up for 1695.00 and paid in cash Now MET credit and CBV are saying the account is still owing and 2662.45 we have paid you dinks 2 times out and now you have made my family 4 kids under 7 my wife and i and our dog homeless as you have screwed my credit with this and you harras us 5 times a day.. This is such a crock of [censored] how you guys think you can just ruin peoples lives you got your money. we even paid it and made the kids have no christmas so we cleared it up to buy a house this summer how can you guys sleep at night, I want this cleared off my record it is paid ... And any other ones when we asked the consolidation people the bankruptcy people MNP.. and also CBV collection they said that was all we had to pay and it was done.. WE do not feel like we should be responsible for this bill when we cleared it up and paid it you guys messed up somewhere or need to communicate with CBV to clear it up or MNP The lawyer said we can dispute this is you refuse to change your records in the account being paid off.. NOt these new [censored] charges.. WE are trying for a new start so bankruptcy and also us using our grocery christmas money to pay you [censored] off still isnt good enough. and you dont care whos lives you wreck as long as you criminals can come up with new amounts and wreck credit its ok for you ? Well we are christian family and if we have to live in a tent we will we know we have salvation and heaven.. Your petty business scams will get delt with one way or another.

I had a bill off $1000- I was dissconected than I paid in full a week later my bill was $500 I called there was no explanation than my bill went up t0 800 I paid what i could I called made payment arrangements 3 starting friday the 27th I recieved a text on july 18th sayingv my nbill was 1000 so I was confused than on the 26th I recieved a call from collections saying they are now taking over my account even though I had arrangements with telus. So I called them back and they appoligized and said there is nothing they can do as my accounts been closed with them. They also said my call logs are unavailable i am so angered about this ive been with telus 16 years and this is how i am treated. I do have messages and emails from them proving this stuff

SUBJECT: Installation of 'Optic Fibre Technology':
Earlier today we had a gentleman that came to our home to set us up with a Fibre Optik Connection. I believe his name was Sam Wu. He was very polite, & upon observation, seemed very hard working, however, he could barely speak English & consequently, both my husband & myself could NOT understand what he was attempting to explain to us about all that was done.
We had just paid $100.00 (+/-) to 'The Geek Store' in Tsawwassen for a necessary visit to our home to connect both our computers to our printer. NOW, our printer no longer works for either of our computers following Sam's visit. This NEEDS to be corrected a.s.a.p.
Overall, the number of different colored wires, as well as, boxes that have been installed is EXTREMELY unappealing to the eye, especially in our L.R., of all places to have had this happen.
May I just say that you truly need to get a woman involved in your planning/design/presentation before sending installers out to connect.
You are MORE-THAN-WELCOME to visit our home to look for yourself. The results are UNACCEPTABLE!
I HAVE NEVER BEEN SOOOOOOO DISAPPOINTED with Telus.
Sincerely,
Jill & Leigh Cusack

I have been trying to give you my money for ONE HOUR. The credit card you have on file no longer works, no one sent me an email or mail saying the last payment was declined.
I have a new credit card that I am trying to get you to put on file and I have been dealing with it online for 30 minutes and now on the phone for 20 minutes.
It is still not resolved and I have been transferred FOUR TIMES.

The WORST customer service I have ever dealt with time and time again.

I had to change my credit card number with three other services including utilities and phone bill and I was on the phone with them for a total of 10 minutes COMBINED.

And when the last person finally did try to help me, I was told there is NOTHING he can do at this time.

Absolutely disgusting customer service and I will be cancelling my business services and recommending everyone I know cancels their services with you as well as soon as I am able to stomach another 60 minute call with you.

Telus Communications user is making fraud clicks on paid ads, kindly check and help for the same. please find below the detail for the same.

ISP: Telus Communications
Hostname: d.abhsia.telus.net
Last Time IP: 75.159.22.117
Computer ID: 9195e41405ee1090933511db8848383f

Connecting city: Edmonton
State: Alberta
Country: Canada
Time zone: America/Edmonton
Longitute: -113.4178
Latitute: 53.4154

Browser: Chrome 66.0.3359.181
Browser Language: English (United Kingdom)
Operating System: Mac OS X 10.13.5
Screen Resolution: 1440x900 [24 bit]
Cookie Support: Yes
User Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10_13_5) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/66.0.3359.181 Safari/537.36

I have been with Telus for 7 years. as a loyal customer and paid all the bills on time or before time and yetI called and received horrible customer service today regarding my phone situation. Got an iPhone 8 plus 5 months back and had a physical incident and was asking politely the telus agent to offer some sort of reduction in device balance as it wasn't explained properly that they will be putting $960 on my contract .

The telus agent replied " its not my fault that you smashed your phone buddy "
like really "rep even said telus is not responsible for phone only network'
its a multi billion dollar company and treat " loyal customers like trash"

NOT ACCEPTABLE BEHAVIOUR

In Nov 2017, I was billed for extra TV services never requested & was informed that I must have accidentally ordered the channels without realizing it. The one extra channel I had on my plan was cancelled the same day new charges were added. Tell me, Telus, how did that happen?

Today marks the last of many phone calls I have made to Telus to rectify all issues that have arisen from this situation. The rep I spoke with today was scripted but professional & assured me there would be complete resolution. Unfortunately, a previous rep baited and switched details on my internet service instead of resolving the main issue, hence, I am hopeful but somewhat skeptical now.

I am putting Telus on notice that if the situation is not satisfactorily rectified in the coming days, I will be contacting the Better Business Bureau, the CCTC, & the CRTC.

Our small community is being monopolized by The Edge Internet which had prohibited Telus from bringing high speed to our village. I understand they had a 5 year contract to keep Telus out and that they have reapplied for yet another 5 years. The past was not such a big deal as the speed didn't vary that much but new towers in the area have made Telus appealing to many who are currently held hostage by The Edge. I am willing to post a petition as the community is not happy with our current system. I did contact the Ombudsman but they don't handle this kind of grievance.
Please get back to me asap as I understand the new negotiations have been submitted.
I have been trying to call CCTS but the line is always busy.
I hope you can help as it would be to your benefit also so have Edgewood as a consumer of your technology.
Thank you
Sandra Flynn
[protected]

Yesterday, 21st Feb. 2018, I was at Guildford Mall, in Surrey B.C. It was around 3pm. A nice guy from Telus stopped me and asked if JI use Telus. I said YES, I use Telus as my phone operator but not for table and internet. He wanted to show me all the options at Telus and I was fine with it...but after awhile two other Telus staff guys came and they started explaining how the cable works and how the internet is fast. Which is okay, but what was NOT okay, was them pressuring me to book a day for an installation. I said I am really sorry but I am not sure if I can do that and that I had a contract with another cable company at the moment. It felt like the guys were not even listening to me and kept pressuring me. So at the end I booked a day for installation and I had to call this morning (22 Feb.) to cancel it. And the only way I was honestly able to escape from that situation was by saying that I do not pay for the bills at the moment and will have to talk to my family. The whole scenario lasted for about 40 minutes !
I work in a customer service environment and I am 100% sure that if a customer does not want something, pressuring me will lead to a complaint like this one.
(WEB- 2435181 - and was canceled this morning around 8:30am)
Thank you.

Well I have been on hold for 30 minutes after a call back wait of 2 hours...still waiting...they wont honor the deal they made me over the phone...tried going into a store...one hour wait...no chairs to sit and wait in...terrible service...and I wanted to buy a new phone with a new contract...unbelievable! What happens if you have a problem?
Telus you need to get it together! Still on hold...the message says...we are helping alot of customers and will answer as soon as they can...really? Hire some more people!