TELUS’s earns a 1.9-star rating from 3 reviews and 415 complaints, showing that the majority of telecommunications consumers are dissatisfied with service.
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fraud (watch on youtube)
I have recordings of Telus committing fraud against me on U tube, enjoy:
http://www.youtube.com/watch?v=y-1V9z6R-E8
http://www.youtube.com/watch?v=AY1wh2cjm-Y
http://www.youtube.com/watch?v=GGprHiikR7s
http://www.youtube.com/watch?v=OSgeiJ7p3tM
http://www.youtube.com/watch?v=OBjlL3lQ-ZQ
http://www.youtube.com/watch?v=QlTLC2o1TTI
Poor service
We had a Mr. Sam Sanduga come in today, Dec, 18th, to check our telephone service. He said it must be a broken wire and he would return in the afternoon to repair it. When he did not return we called him and he said it was not his job to fix it and told us to call 611! When we asked him why he did not call to tell us he was not returning he would not explain why he did not. When we called Telus they can not fit us in until Thursday. We are presently without any telephone service. What poor service!
billing and harassment after cancellation
After being talked into trying multiple 'plans' with Telus Mobility, none of which reduced the monthly cost compared to a landline, I called in July and cancelled my account.
When I got yet another statement in August, I called twice that month and was told I was supposed to talk with a 'cancellation team' and that telling the customer service agent I reached after waiting in a 'cue' for about 30 minutes was insufficient to cancel my account.
When I paid my July statement in August, however, I was charged a $30 'reconnection fee', which I questioned since I was told the account wasn't cancelled.
I have also received statements in September and August although I haven't used my cell phone since July.
The Telus Mobility representative I dealt with during one to two calls in August literally had me in tears and at that point I literally had to ask him to pull me in contact with the 'cancellation team' in order to cancel my cell phone service.
I haven't used my cell phone since July, but the company will be referring my account to a collection agency and affecting my credit rating.
I have had a land line account with Telus for decades. I've never been treated like this by any other service company.
The customer service agents aren't there for customer service; they're marketers trained to technically keep the customer on the hook for more charges.
I have no option but to contact the CRTC about my experience; and I have no doubt that I am not alone. The class action suit regarding the 'Access fee' I've been charged for the years I had my cell phone account are but the tip of the iceberg.
Telus Mobility in my experience is synonymous with corporate coercion and greed.
I too fell behind two months payments because of vacation etc, I received a nice letter stating if my services are suspended I will be charged a "50$" reactivation fee. This is the first time I've heard a company charging so much to reconnect you when in fact your account is not FULLY cancelled. If my account was cancelled and I wanted to reconnect then I could see a reconnection fee, but just for being suspended? Rediculus.
I have exactly the same story as you. What did you do?
I absolutely agree with the comment above. Telus' customer service and over billing is getting out of hand. I too think I may just contact the CRTC to lodge a complaint. This is pathetic.
Your reconnection fee was for non payment because your account was past due. That's the only time they charge you that "fee". I know this because my brother forgot to pay my bill when I was on vacation so my services were disconnected as a result. However, because it was my first time ever late, Telus was gracious enough to waive the reconnection fee.
If you call in July to cancel, you will get a final invoice for the next month because all services providers have advance billing. Also, just like Rogers and Bell, you have to give them with 30 days notice to cancel I think.
billing errors!
I am really upset that Telus Mobility says their computers don't make mistakes and I have again been billed for data services that I never used. Hours of chat line usage that is someplace I have never gone, in the middle of the night when I know my phone is off.
Anyone else have this problem with Telus... Beware people!
I am trying to activate my prepaid telus mobility and it says if you have a PO Box # you don't need to put street # and name BUT it won't let me bypass it keeps asking for street# it's so frustrating
THEY GOT BLACKBERRYS AND THEY WONT ALLOW CUSTOMERS TO USE THEM ON PAY GO ISNT THIS ###ED ? ID SAY SO ANYHOW CUSTOMERS HAVE RIGHT TO DO WHAT THEY WANT IF BUYING SERVICE. ANYHOW THEY SHOULD CHANGE THE POLICIES ON THIS. BELL DONT CARE WHAT U DO OR ROGERS OR VIRGIN SO THEY SHOULD NOT EITHER.
I have a Blkberry 8330 smart phone and Blkberry released OS 5 for the phone. Seems like Telus is not supporting this phone anymore. WHY? I think until the maker no longer supports a product Telus and who ever should be supporting it. Really makes you think about the next upgrade to a new phone as to who you go with.
Yes I agree with you I had same issue bought stuff on ebay and they said no sorry only on month to month or contracted.
I had a blackberry with them it was acting up I told them the issue and it was not fixed. I had to go get another one my self. I cancelled account a few months ago cause they kept saying no $ was made according to my Bank they all were gotten. Also my cousin was on account he tried to take his line over they would not let him even though I was at mall in store with him and gave pass word so cause of this we said f it and cancelled. He was hooked up in Nov 2013 for more then a few months and they still played games with us.
I dont know where to begin with my deep despise for Telus mobility. Indeed they are the biggest scam ever. They dont know who they just messed with and the tenacity i have to pursue this as far as it may go. Beware to anyone thinking of joining Telus.
For as long as i can remember after joining Telus i have paying close to 100$ per month for a simple 35-40$ cellphone service. Given my trusting nature with the assumption that a huge company will respect their ends of a contract, i assume i was the one going over my allotted talking minutes. To my big surprise, this is what was happening..
In 2011, ( we are now august 2013) i had joined Telus for a mobile service as well as highspeed internet with the usb plug. The mobile service is the usual 3 year contract. Internet was for 1 year. A year passed and the internet contract terminated and (NOTE) thr usb stopped working
ok so far so good. But folks get this, they have, since then been charging for it. Two years later, 700$ later, this is what they argue (more than one support staff employee) "You ar
responsible for calling and cancelling the service"
Am i missing something here!?!?!? Contract ends. Service no longer functions. And im supposed to advise you to cancel?!?!?!? Not to mention an additional package that magically appeared in my bills that i would not in my right mind wouldve requested.
i wont even get into the lack of professionalism on which this was dealt with. Telus insistef this was not their mistake and manipulated every conversation to make me look like i did not do what i was supposed to do. Im infuriated by how they flat out steal money from loyal customers and couldnt care less. They have not heard the last of me. I just needed to warn others of their scamming tendancies. Please dont ever trust Telus and if you are already a customer ALWAYs check your bills. Also dont rely and trust the online invoices. They are innaccurate. If your bill appears a little fishy, trust your gut, they may be taking advantage of your good will. Inquire! Defend yourselves! Telus is simply a big scam. Thieves.
I have also had a terrible experience with Telus.
I was promised several things I needed for my business by the fast talking sales person at the Telus mobility store.
Then when they could not deliver they tried to hold me to a contract to keep me from going to another company.
I decided to let it go to collections and settle the account there as I know that you can reduce the amount greatly when it gets to that stage.
So we settled and I paid them off completely at that point and even received a letter from the company.
About 6 months later the collections company started to call me again asking for more money. I forwarded them the letter that was sent to me saying the account was paid in full and they told me I needed to contact Telus.
Telus then informed me that I owed another $567.51 on top of what they had already charged me even thought he account had been closed almost a year earlier. No one can explain to me why they are billing me this amount only that it shows up on my file. even though I have my paid in full letter they insist that I am responsible for this mystery amount.
Telus mobility is the biggest scam going.
Stay away from Telus if you can.
I changed my plan last year, I had to phone them three months in a row before finally get corrected.
My add on my plan is the Telus to Telus nation wide allow me to receive or place a call to any Telus client free of charge.
They software somehow wont recognize the Telus numbers, added all the long distance calls and I got charged. When I phone them, they treat me like I'm stupid. Happened again last months, I had to print out all 9 pages of billing and go through all the calls, cross referenced with the incoming calls from the other three Telus phone I have. It is sickening to spend hours on something what is not my fault just to make my point to prove they wrong. I had to fax the whole thing to them for review.
The problem is that if the device is browsing due to a glich, Telus has no way of knowing that you're not actually using the data. I had the same thing happen to me when I had a regular non-data device with Rogers.
You can call Telus had have the browsing disabled, that's what I have done and I don't have any worries about additional data costs!
Yes Telus Sucks! In the past 16 months I have had to manually reset my IP address 1-3 times per day, yes per day. They have done sooo many different things and each time it's "ok, there should be no more problems" but sure enough 2 days later the cycle starts anew. I lost the equivalent of 6 weeks service between August 06-January 07 with the promise of 3 free months from their Loyalty and Retention department but that has never materialized. Just today their automated billing system entered the wrong expiry date on my credit card information for direct debit on my business cell phone. My bank, Vancity (they are such a great financial institution) called me to let me know (Telus did not belive that Vancity would call me to report the refused transaction attempt) the reason for the decline transaction and when I called billing to rectify the situation they accused me of changing credit card information without notifying them and then went on to accuse me of not paying my credit card bills. For the record, I have never carried a balance in my life!. End result, I contacted Shaw and am moving all my business to them effective immediately. We have choices, limited as they may be but we do have a choice. Thanks for letting me rant.
have a nice day
continued billing after cancellation!
I had a 3 year service contract for private cell phone with Telus Mobility. The contract ended and I started using a cell phone through my office so no longer needed my private line. I called to cancel the private cell was told by customer service to: give the account to my kids so they would be safe, give it to my parents so they could be safe, neighbors, etc.
I was then told it couldn't be canceled because I was in the middle of a monthly billing cycle. They continue to bill me for 2 months until I called then back and told them I was not going to pay for a cell phone I canceled and was not using. They told me they would just send the account to a collection agency if I didn't pay, which they did. They threated me with destroying my credit rating. I'm still getting harassing calls for the $40 almost 2 years later. They can get the money when they pry from my cold dead hands. What a horrible way to treat customers. I will never do business with them again.
Drop Telus (Beware of Fido, Rogers and Koodo) Go with Virgin Mobile..it is not regulated by the Big-Three.. CRTC is rendered useless another example of neo-conservatives give large tax breaks to large corporations..
Drop your telus contract like I did on cellplandepot.ca they suck and I switched to a better provider. I think Telus is lost as they screw us over for $hundreds$ of fees for early termination but yet they launch Koodo mobile which doesn't have cancellation fees...they are mental.
defective htc pda, customer disrespect!
I bought a htc pda from telus on june 24 2007. It worked with a few glitches here or there, turning off and on on its own, freezing etc. Then suddenly the phone just would not turn on at all. I went into a telus store only to be asked repeatedly if " i used my phone in the shower...". Apparently, i had exposed my phone to moisture and was s.o.l and would have to pay to replace it! I am telling you with all honesty i have never exposed that phone to moisture. I was in tears begging telus associates to believe that i had not exposed my phone to moisture. I am a 27 year old business owner and i was insulted by the treatment i got. The staff was rude and accusatory. I was being convinced to give my "broken" phone to telus and pay 125$ for a new one! (i just paid full price two months ago for a new one! )when i asked if i could receive a diagnostic of the problem or notified if it could be fixed i was told "no". Now, someone help me here: why would i hand off a phone i paid full price for and am sure i did not damage, only to never see it again or told what exactly the issue was? What if they discover a defect? What if i can be refunded for my troubles? It all seems very shady to me. I suspect i was sold a refurbished phone and in turn my phone would probably be resold once they fix whatever the problem is. In the meantime my hard earned money is being spent replacing a phone i didn't break in the first place. I am still seeking some advice i can trust and am phone less. If anyone has any advice on how to get this resolved that'd be great. I will keep you posted!
Dear sir,
i was used mobilink no [protected] to 2010 july one day my sim can not Received signal then i call your help line and your customer officer say to me your no is expire without inform my is closed then i go to 23 Sep your franchises in darvics road Branch but he say to me this sim is not your name but my sim is my name and i have your from is show that my this no.
i was call followings nos:-
[protected]
[protected]
[protected]
plz open my sim
Mrs Naveed Mushtaq
INC #[protected]
cell no# [protected]
plz inform to me i wait your reply
and i attached from show is my no
thanks
i have the htc p400. bought it originally nov11/2007. telus has now swapped it 3x for the exact reasons you have mentioned... so as far as water damage... thats of bunch of bs... because all 3 times they had that same problem and not once did any of mine have water damage. so now were at nov 21/2008, 10 days out of warranty (might i add the last time the phone was swapped was 3-1/2 months ag0) and the phone shuts on and off over and over again. will only load to the windows screen and then repeat itself until i remove the battery. i am soooo livid. and then to be told, well your phone is out of warranty! because they state your warranty from your original phone purchase date, not the replacement referb phones that they give you. telus themselves hasent been too bad. they have given me a 400.00 credit towards a new phone and 50% off my bill for the next 2 months. but as far as htc goes... NEVER AGAIN!
I just went through the same thing with my blackberry pearl. The charger port was not charging and the unit was technically in warranty. According to telus if the unit is not EXACTLY as it was when originally packaged it is considered out of warranty. If I was to hand over my phone one dealer asked for a $90 payment up front and $800 in credit card imprints, the next dealer would not even look at my phone and refused to help me at all. 2 hours on the phone with customer service I found out some disturbing facts. The storefronts that you walk into thinking your dealing with Telus are all independent and do not have to comply with any Telus regulations on what they can charge for loaners or replacements. It's basically a free for all! I was bullied into buying a cheaper replacement because the only other option was paying full price $499 for the replacement of a phone I did not break and Telus would not even look at to see if repair was viable.
The HTC (touch, s720 or even p4000) sucks! However, I wouldn't swap the unit right away, call the client support and see if they can't work out a better deal for you.
Try taking your phone to another repair centre for a second opinion. Unfortunately, the HTC phones aren't made very well. My boyfriend has the Touch with Bell and it keeps freezing. I had the s720 for a week and I returned it for a Blackberry and no problems since.
Water damage can happen even if you're carrying the phone in the rain. Unfortunately, the more the features, the more sensitive these damn phones are.
You should leave Telus. They are the worse company out there. If i was you i would buy an unlocked GSM phone from eBay and go with either Fido or Rogers. THat would be the best deal.
misleading advertising
I have been a TELUS customer for 10 years and have always paid my bills on time. Two years ago TELUS advertised a FREE I-Pod for existing customers who agree to switch over to Highspeed Internet. Of course the monthly cost for highspeed was higher than the dail-up that I was on. I thought: "How nice, after 8 years of being a customer at TELUS I finally get a perk, a reward for me for being a loyal customer and paying my bills on time". I contacted TELUS to sign up for high speed internet, agreed to pay an increased monthly service for high speed internet, and received the "FREE" I-POD.
DO NOT BELIEVE THAT THESE GIFTS COME FOR FREE!
Two years later I am moving to a new address. As any healthy consumer would do, I shop around for the best deal on phone, internet and cable service. Now SHAW has a great bundle that TELUS cannot compete with. It includes phone, internet and cable for only $20 more than what I used to pay for phone and internet service alone at TELUS. So I call TELUS to cancel my services.
I spoke to a TELUS representative from the LOYALTY AND RETENTION department. They will charge me $240 for canceling my services. WHY? Because I got a FREE? (= not so free) I-POD from them two years ago and thereby agreed (without them telling me this at the time) to retain their services for at least 5 years. This is how TELUS retains their customers and creates customer loyalty! What a joke. I offered to send them back my not-so-free I-Pod. But they didn't want it. I guess they don't like my music.
They tell me now (two years later as I am about to cancel their services), that TELUS put me on a "Pay Protection Plan" - whatever that may be - which kept my highspeed internet service cost low (really? - I was still paying more than I was before!) and that therefore I have to pay them $240 unless I remain with them. Now after hearing all this, and after going through that very irritating automated phone service system, why would I want to stay with a government subsidized company who pretends to give you a free gift and charges you for it two years down the line. Thanks but no thanks.
TELUS is now advertising FREE laptops for customers to switch over to highspeed. Remember, nothing comes for free. You PAY dearly for your customer LOYALTY.
The Russians have an expression;
"Free cheese--only in a mouse trap!"
I'm not with Telus (fortunately) but I came across this blog site trying to find out what Telus' recent ad that I saw on a bus yesterday meant. It said "we believe in staying dry." I still haven't figured it out to how it translates to buying any of their services. Probably I'm not smart enough to figure it out (which might explain why I'm not with Telus) but does anyone have any idea? I like Justin's entry there praising Telus for all its worth. Just pass me the KETCH up for my fries svp.
No don't do it the computer is crap! My bill was one price when I was setting it up and now after just 3 months it is so much different by $50.00 dollars a month now Im paying over $100.00 a month. It is a waste of you breath to call and try and work things out. Just get the shaft all over the place!
I am a telus customer and i have been happy with the services provided i bought a new house and gave lots of notice to have everything hooked up knowing that things may not be the way they used to be and i am not the only house hold, Telus deals with. I told them when i got possesion of the house and they were able to have everything hooked up within a couple days of moving in. We had problems with the High speed internet and all it took was a 5 min phone call to telus and things were up and running no problems.
When it comes to the free dell laptop if you sign a 3 yr contact, How can anyone say that is not a good deal you pay an extra $4 a month and get a $650 laptop. So in 3 yrs i will pay $144 for a decent laptop and i could back out at any time and pay $400 for a $650 laptop how can anyone in there right mind say that is not a good deal.
When it comes to the IPod deal why don't you go down to your local electronics store and price one out with similar capabilities but also keep in mind that over 2 yrs ago they first came out and they were a hot thing everyone wanted one, including yourself.
Yes Telus should not be telling people the laptops or Ipods are free, But come-on now people nothing is free read into it before you automatically jump into things. Thats like cell phones someone walks into a BELL MOBILITY store for example looking for a cell phone and they tell you a phone is free what would you think "WHATS THE KETCH" right, and again 3 yr contracts, and people sign up for those contracts all the time.
People need to just keep in mind that your not the only person the big companies have to deal with and have some patience with these companies, Every company now a days is short employee's that why they make help wanted sign's, If your gonna be mad at someone why not the guy or girl you see walking threw town begging for money next time they ask for money maybe mention telus is probably hiring. Plan ahead its not that hard, Keep in mind it might take a week or two if not you can always schedule it in with them a week in advance.
Thanks for the warning. I almost got into the same trap. Three weeks ago, I applied for the bundle which included telephone, high speed internet and the free laptop - all to be installed last Friday (one week ago today).
Customer service arbitrarily changed that date to 4 days later, without ever notifying me of the change, causing me to miss a filing deadline and incur penalties. I have called 7 times this week, and spoke to 7 different people, and they STILL can't get a modem sent to me and they have no way for me to pick one up.
One helpful customer service rep suggest I go to the library and use their internet -- problem is dipsy -- I don't have a phone book to look up where the nearest library might be, nor can I google the address because you haven't provided me with access to the internet.
I've explained to each of these reps that for relatively the same cost, your competitor could be here tomorrow and do the installation for me tomorrow. Each has promised that they will send the modem out Canada Post express tomorrow --- and here we are Friday and the modem has STILL not been shipped so they cannot provide me with a tracking number.
Finally, after trying for over an hour to talk to a Manager, they put me through to this Customer Loyalty group as well. He explained that the best he could do would be to provide me with interim dial up capability. Thanks but no thanks. I'm bailing before it ends up being three months without service. Not to mention free laptop!
Maybe that would have been the solution, at least I could have taken that to Starbucks and used their wireless!
Bad, Bad, Bad service.
cancelling contract though my bills were paid
I was sacked by telus as a customer, I had a talk Halifax plan was with Telus for over 9 years, tried to get a PDA phone to work in Halifax, had great email and internet,but terrible audio or voice quality tried many many phones even BB phones but voice quality was nasty. So this afternoon one of the senior management people called on my phone and told me i was not allowed in any of their corp stores in Nova Scotia She screamed at me for over 1/2 hour, i asked her what had happened, still dont know, i didnt threaten any employee nor throw my phone or kick nor put my fist threw any walls, but i am now not allowed in any corp stores in Nova Scotia. Also she cancelled my plan which one cant get any more, i took my business to another carrier. My bill was always paid never left owing any money, this is the way Telus treats its customers like top bananas, their service SUCKS
I chose Telus' $20 for 200 minute plan in a 3 year contract (and a Motorola Razr2 PCS phone). I also agreed to try out some additional options like web access and text messaging knowing that each time "I used those options" there would be a charge but I wanted these options in case I needed to download updates from the web or if I wanted to send a text message. Unknown to me, simply by agreeing to have web access, Telus took it upon themselves to send my phone web update requests so each time I used my cell phone, it would check the web for updates and simply by agreeing to text messaging, Telus decided to send me daily informational text messages each of which cost me an additional $1.00. I was not a heavy cell phone user but I typically used my phone 3 or 4 times a month and I never sent a text message or checked the web myself but my monthly bills were close to $70.00 for this $20/200 plan. That is gouging the customer.
Every thing bad. Unfortionately I can't explane how but all i can say I never see in my life like this to sucks people without reason .Should have rights.
Telus doesn't cancel your contract unless you have abused the system in someway or have become abusive to their representatives. (Read the service terms, Telus can cancel your contract for various reasons)
If you were not told the reason for the cancellation, contact their client support to find out, especially if you had a great rate plan. Every company is in the business of making money so they won't ban a client off their network for no reason...
deceptive cancellation charges
I recently received a large bill from Telus Mobility after transferring my numbers to Rogers, due to poor cellphone reception and customer service issues. The bill contained (amongst other charges) a $240 cancellation fee. Upon contacting Telus customer service, I was informed that there were service contracts remaining totaling 9 months between two phones that were on the account (72 month commitment between the 2, 63 months fulfilled).
I requested a compromise for the 9 months remaining, since the value Telus attributed to the 72 month commitment was $400 (their quote to me), I offered to pay back the percentage remaining 9/72 of $400 or $50 total.
The agent refused to compromise - I then offered to reactivate the account in order to payout the remaining contract. They would not take this option either.
Finally, I quoted the more than 11 years (between the 2 phones) that I had been a customer - and asked was it their intention to make sure I would never be a customer again? The agent commented that they can not do any crediting of these fees.
I then asked if they would like me to cancel my other accounts (home phone, etc) with Telus?
The agent offered to do so immediately if I would provide her the numbers.
It's unfortunate that this is how Telus would treat a long-time customer, happily canceling accounts and leaving a sour taste that will long ensure I will never do business with Telus again.
BTW - Telus Mobility should be thankful for their dealers because otherwise they would NEVER have any customers!
Reading all of these posts is like a replay of my experiences with Telus Mobility. It is amazing how their 'customer service' people can quote and recite their contracts verbatim. Customer Service is not a part of this company's approach to dealing with clients.
I, too, have been a Telus Mobility customer for more than 10 years. I moved my business office and now my business cell no longer receives reception. The 'contract' did not tell me that I had to check out Telus' ability to receive a signal in the core of Vancouver! I've spent way too much time trying to find someone that will help me. I am now convinced it is an impossibility. I strongly
Well, I was a four-year loyal customer with Telus UNTIL last Saturday afternoon.
I came to one Telus store at the Eaton Centre, hoping to find a new cellphone and get another contract renewed. I was interested in two of the phone models, and asked to take a look at one of them. After that, for comparison purpose, I politely asked the representative to show me the other model. What I heard next was extremely surprising. She whispered to me with an atitude of indifference: "Are you gonna buy a phone or not? If not, I cannot open the box and show you another one, because I simply cannot open every box for every customer. You know what I mean?" Seeing me shocked at her response, she REPEATED the sentence again. Then, I replied immediately: "I was coming here to get a new phone. But after hearing what you said, I decide not to buy anything", and walked out.
Then, I quickly turned to the Bell Store upstairs, and had a very caring representative introduce me the high-end phones as well as bring out models to demonstrate. I liked how he presented himself and his company, and I consider the deal a fair one. Hence, I signed a 3-year contract with Bell right there, and got a very nice high-end phone.
In summary, the lesson here is that business IS personal and that how your personnel deals with customers have real consequences on your business bottom line. You can have a heavily invested Research Department, you can have the most advanced products in the market, you can have the most expensive advertising campaign on TV. But all of those efforts can be vain if your front-line personnel treats your customer poorly. In the long term, if your representatives screw your customers, your competitors will screw your company.
Kal
I have a similar situation except for the fact that I was given improper information from Telus prior to the porting of my number. I bought an iPhone and explained to them that I needed my account active and needed to use it.
Prior to this I contacted my Rogers rep and they told me to my face that Telus needed to change my number over to my phone. This led to a little back and forth with the two companies.
Anyways Telus told me that my account would be made dormant, the number would be moved over and they could activate my account again.
So I called Rogers and had the number moved over. I then called telus to have my account activated again and they told me the account was closed and I owed them $460. From this point on I did not care which words I used to communicate with either company. I was told at the beginning of the previous phone call it was being recorded. It was not recorded. There was no log on their computer of the dialogue during the phone call. Which is impossible because every call for 11 years was recorded. So I wanted and needed to be their customer but that was not feasible. I welcome all legal input on this situation.
Then I called Rogers back and asked them why they did not inform that it would cancel my Telus account. They informed me it was not their responsibility and tried to skew the conversation towards their legal position. Which is fine and they likely have a very strong position. But how does business ethics and morality play into this. As a small business owner if I employed the same business practices I would be legally found liable for this situation because of my business ethics. But Rogers and telus have devious business ethics.
I welcome all recommendations on how to address this situation because I am still a customer of both companies with other phones and I have a hard time being a customer and getting bent over so hard.
read your contracts people, it clearly states for the cancellation fees that there will be $20 multiplied by the remaining number of months in your contract with a minimum of $100
When you port your number to another provider it is no longer in the system and can not be reversed, it is up to the consumer not to act on spur of the moment urges to take a supposedly "good deal" from other providers that will make you think that the transition is easy, its not.. its complicated when it comes to billing and you should have asked them what the fees were before making the decision instead of pleading insanity after making the mistake, suck it up you screwed up. Also please tell me why they should want to waive your cancellation fees so you can Leave them and not make them any more money? who in their right mind would want to lose more money then the have to, you cancelling is already losing them money. Cancellation fees are always clearly explained by the reps and if they aren't then dont sing an unread contract, on top of that please read the copy that YOU get to keep. Finally telus mobility and Telus communications are separate companies. Just like dealers in western canada aren't corporate owned. When you ### and yell at a rep at a store, they are NOT telus, they are franchised dealers and cant do anything about your fees and bill problems. All you need to understand is that all cell phone providers are the same, dont sign a contract if you dont want the problems of the contracts, pay the full price for a cell phone and all activation fees. The problem is everyone has is they want the free stuff, the good deal hunters, and sometimes good deals come at a price you have to be willing to pay. Be it repair fees for a phone that doens't last 3 years, or cancellation fees when you teminate a promotional rate plan and free phone (which really costs $400) early. Buyer beware, be smart shoppers and dont jump into anythign wihtout researching and thinking it through.
I agree and got lucky on CellPlanDepot.ca where someone took over my contract and saved me the $500 cancellation fee...I can't believe that they are allowed to charge that much.
I have had endless problems with Telus, especially since they were removed fro scrutiny by the CRTC. Now they are pretty much self regulated and that has resulted in a serious decline in customer service. WHen I changed my long distance I was called by someone from Telus who told me how "Stupid" I was to have made the change. When their fax to e-mail service canceled my service in error they would not release my faxed to me then ultimately erased them from the system so that I could never get my communications.
On the Telus Mobility side, I have had endless problems of dead spots in areas where I travel frequently. When I politely asked to be let out of my contract so that I could get the service I needed for my business, I was told that there wold be a $360 penalty plus taxes. There was no compromise available and even my telling them that I was about to discontinue all of my Telus services if I could not get better service, they could have cared less and stood by their guns.
This has become a company unworthy of our business.
FYI! A Telus Mobility resp cannot cancel your home phone or internet.
My husband and I have had the same experience - we have both been Telus Mobility customers for nearly 7 years +. Together, over all that time, amounting to a huge sum of money for our cell phones. My position was relocated out of Canada and Telus would not provide us with telephone numbers in the U.S. (although we asked for this). Thus, in my mind Telus is unable to provide me with the cell phone service that I contracted for and have reneged on our contract. Instead, they intend to charge each of us nearly $600 for the remaining 2.5 years left on each of our contracts, simply for the 'benefit' of no longer having cell phone service with them. I have read that the 'administrative cancellation fee' that Telus Mobility attempts to charge when you cancel the service is not a valid charge to ground a claim for collection agencies given that it is an 'administrative fee' not a fee for services rendered. I will fight Telus Mobility on this as I have endured years of poor customer service and improper billing. TM absolutely refused to negotiate a more 'appropriate' cancellation fee with me, showed no remorse and did not care at all that I told them that they would be losing 2 customers and that I would tell everyone about my experience and ask all my friends and family members to never give TM their service in the future. Clearly, customers mean nothing to Telus Mobility and they have a corporate policy that is built on unethical business practices with complete disregard for providing the services they allege to sell to you.
cell phone contract is a rip off!
I have been a Telus Mobility (Calgary, Alberta) client for approximately 5 years prior to entering into a contract due to my need for a cell phone renewal and the need of 2 additional new cell phones for my son and my husband.
On approximately January 16, 2005, I have acquired 3 new cell phones, (decision that costs me a lot of money, in addition to credit issues). The cell phones I’ve gotten cost approximately $200 each. I have entered into a 3 year agreement for each of the 3 cell phones with Telus, providing that I were to receive the phones at no cost. Why would one enter into a 3 year contract other than to get the cell phones at no cost, providing always that the phones work for the entire duration of the contract?
I was told by the sale consultant (who, I believe, talked me into entering such agreement for that it gained him a great commission) that the phones come each with a one year warranty, and they do. Approximately two weeks prior to the warranty expiration, one of the 3 phones stopped functioning (which could be verified by that there were no calls from and to that number). I am not a cell phone technician, therefore I could have not known what caused the phone to break down. I only assumed that it might’ve been the battery.
I have called Telus and spoken with customer service, explained the situation, and have been told that someone will get back to me. I have not been contacted by anybody regarding this issue despite my numerous calls to customer service and have always been told that they are not in a position to provide a resolution but that they will put the complaint in and will get the appropriate person to contact me.
Because there was only one day remaining for the warranty, and because I have not heard from anybody from Telus, I called them again on January 15, 2006, and requested that they provide me with repair, or battery exchange. I have been kept on hold for hours all together that day, and have discussed the issue with a total of 5 customer service individuals at Telus, on January 15, 2006, but none of them offered any help, moreover, they argued with me in an effort to establish that they are not responsible for any damage to the phones. I was told that the battery would only cost approximately $90 and that Telus is not responsible for repairs or replacement of the cell phones and parts. If that is the case, why do they sale defective products (tricking you to sign up for a long-term contract that turns out to be impossible to honor)?
I did not agree to pay for the battery (although I am not certain that that was the cause of the phone not having been working) and told them that I would’ve expected that the phones worked for at least 3 years (which is the duration of the contract I signed). Had I known that the phones would break down prior to the expiring of the warranty, or prior to the conclusion of the terms of the contract, I would’ve not entered into any such long-term agreement and would have purchased the phones on my own so that I would not be binding upon any agreement, yet required to buy another phone.
Frustrated with Telus representatives’ lack of care, sympathy, and solutions for their customers I have not had, at that point, any alternative but to cancel the service (service that was inactive in the first place, due to the phone breakdown) for all 3 phones, as I felt ripped off and had no confidence that the other 2 phones would work for the duration of the contract. Although Telus (in my opinion) was at fault, and despite my advise that, if they don’t offer any resolution (which they haven’t) then I would seek another service provider, Telus has never attempted to resolve the issue even after I cancelled the services on January 15, 2006. There was neither a call from anybody in a higher position nor any attempt to conclude this matter in a manner favorable to both, (the company and myself), but simply Telus washed their hands, making me responsible for an amount that gathered due to their disregard and lack of concern for the interests of their customers.
I believe with certainty that it was Telus who neglected and breached the contract by that they refused to provide with any alternative in the circumstances given.
Telus billed me with the greatest amount for cancellation, which was $20 multiplied by a total of 24 months, multiplied by a total of 3 cell phones. I have refused to pay and since, have been dealing with collection agencies only. I have been contacted on numerous occasions by collection agents, have been yelled at, threatened with garnishee of wages and bailiffs, and have been told that I should’ve kept paying the monthly service fee, even though the phone was broken, just to keep my credit in order.
Although Telus alleges that I owe approximately $2000, one collection agency offered a settlement of 85%. I counter-offered that proposal offering to pay a maximum of $500 or less (considering that that amount would have been fair for the cost of the two phones in working conditions which I have yet to return), and only in the circumstances that my credit remains unaltered. They have never replied to my offer.
I have had the worst experience ever with Telus Mobility and its poor services, and I feel that there is no justice for consumers and that any company can do as they wish to their clients, without being accountable to anyone.
same situation but with BELL cell. My phone Palm Pre died 3 days after signing 3 year contract. I called to return phone and cancel contract but was told I could NOT do that. (the first lie...I had 30 days to return/cancel) I was told a postage paid box would be sent to me, put the broken cell inside and courier back.(Approx 2-3 weeks) Bell billed me for the monthly contract and I have a $2200 bill for a phone that worked 3 days! Harassing calls from collection agencies and bad report at credit bureau. Any idea how to find an actual person at BELL to mail the lawsuit to?
I am on 3 phone all dying out days after the warrenty is up, and you have to get a new phone and extend your contract too! I do believe this is some sort of scam to get you to continue your contracts as they get extended. Not happy with this company at all.
It depends upon whether you signed your Telus agreement and if the terms of the agreement were properly explained. Most provinces have consumer laws that require sales companies to provide an adequate explanation of your obligations. If you agreed over the phone, then it would be up to Telus to have recorded the call. If not, they are out of luck. If you signed the agreement in a store, look at your copy. Is it legible, is the wording vague? Does it stipulate who services the warranty?
On your end, did you keep dated notes? Names of CSRs, dates calls were made. You are no doubt walking into the realm of litigation, but doing nothing is an option and just ignore the collection calls. If they damage your credit rating, file a law suit against them for injunctive relief and ask the court for an order instructing the credit bureaus to delete/expunge the negative entries lodged by Telus. Chances are Telus won't respond. Ask for court costs and legal costs and throw in a request for punitive relief. If they do respond, it will probably be a settlement offer. They don't want to mess around with a case they are going to lose and in Canada, lose they will because of "Contra Proferrentum" which basically states that "he who proffers a contract is responsible for its ambiguity" which in your case is the ambiguity of what they warrant and who should provide service. Just about any contract is either ambiguous because of flaws in writing, spelling, grammar, poor skills in the author's prose, or because of performance one or both of the parties.
If you don't have the contract and don't remember receiving the contract, you may have a case just based on that. You are one of millions of customers and the big co.s like Telus don't bother making sure that you are served with a contract properly or that the contract properly lives up to your particular situation. Again, most provinces have "Fair Trade" laws to protect consumers from the ambiguity of boiler plate contracts from service providers/sales organizations. Don't be intimidated by the big co.'s.
Finally, get some legal advice from an attorney if you are afraid of damaging your credit or engaging in an indefensible litigation. Lawyers are for chickens to hide behind, but there's a little bit of chicken in all of us.
first of all, your credit is ruined, congratulations!
your complaint simply shows that you should have educated yourself far better than you have, before signing a contract, and probably before buying any piece of electronics... your warrenty clearly states that its for 1 year expecting anything after that year is redicilous, demanding it is stupid. it is up to telus if they want to give you a deal... the circomstances that you described, deffinately dont enable you to avoid the cancelation fee, aspecialy not on all 3 of the contrrracts... btw, you could of bought a new battery on ebay for less than $10... batteries usualy are not covered for as long as the fone, and if you wanted manufacturer warrenty, you should of sent it to the manufacturer...
Seriously? You stopped paying for something and ruined your credit over a dead cell phone battery that costs $60 to replace and BTW is N O T covered by warranty anyways?
as much as i hate telu's useless text messaging system they do have awesome replacement programs!
Probably you work for Telus if you got a free replacement phone!
My LG8500 (Chocolate) stop working after a year and four months (in a 3 years contract!). I called them and they sent my a new replacement phone the day after for $50.00 (plus an activation fee of $25.00). Total cost of $75.00.
I will finish my 3 years contract and move somewhere else.
I pay around $120.00 /$ 150.00 every month for their service! Why they want more!
Read the service terms, they do not guarantee a phone for the entire contract, none of the wireless service providers do. You signed on a three years to get a free phone, not to get a guaranteed phone for the three years. You also get benefits of signing a contract (like better rate plan or bonus features.) However, telus does not make the phone and that's why there's a warranty. Some stores offer a 3 year extended warranty; perhaps you should invest in that if you're concerned about your phone dying before you complete your contract.
If you call their contact centre, they can give you options for replacement phones or see if you can sign up early. I called them when my LG245 stopped working and they sent me a replacement phone for free!
I too have had the same experience. I am still disputing this. I will post how this dispute goes.
horrible and unprofessional service!
So I was using shaw cable internet and had no problems at all with it. I never had to call because my internet was not working, it always worked! So I went into future shop to buy a laptop and found out that if I signed up for telus high speed enhanced internet I would receive $400 off my laptop. I have had telus in the passed and had many problems but this was many many years ago so I figured that by now it had to of been better. So I signed up with telus last october. Since then I have had nothing but problems! My internet stops working all the time for no reason and my internet is very important to me because I do my schooling for courses online! If I don't have the internet for a few days it can screw me over with my classes. So then for the 3rd time my internet stopped working at the end of december so for the 3rd time I had to call telus tech support to find out why my internet was not working. I was then informed that my account was cancelled for non payment. I got very angry because I had not received a bill. I also did not realize that I hadn't received a bill yet and so I contacted customer care to find out why I wasn't getting any bills and to pay my bill immediately. So then I was told that my account was set up on automatic payments to come off of my visa every month and that was why I was not getting bills. This upset me very much because I never authorized them to take the payments for my bill off of my visa! The only reason they had my visa number was because I had to pay a small deposit for service because i'm just starting to establish my credit. When I had paid the deposit the representative asked me if I wanted to set up the monthly payments to come off my visa and I had said no! Somehow the cust service rep set it up on my account. I was then told that to reconnect my service I would have to pay a $20 reconnection charge. I got really mad and stated I was not going to pay this because it was not my fault the account was cancelled for non payment. The rep stated she would credit it to my account. The rep then stated they would send me out a bill because the balance owing was only $49. I offered to pay that right now to get it taken care of and the rep said that a bill would be sent out and it would be due then. I then asked for my account # so I could go online and get it taken care of right away. The rep would not give me this and said it would be on my bill. Then I was informed that to get my internet working she had to email another dept so they could unlock my modem. I was then told this would take up to 3 or 4 business days. And since this was thursday and the monday was new year's day that if my modem was not unlocked that day or the friday I would not have service until either the tuesday or wednesday. I was very angry but she said there was nothing she could do but she stated that the modems usually get unlocked within the first day. Of course for me I had no internet until the tuesday and it was a pain in the ### to get it working again!
Also if you are thinking about getting telus high speed enhanced dont do it! My shaw cable internet was way way faster, more reliable and cheaper than telus! Telus enhanced internet is not enhanced! It sucks! I have never had more problems with my internet than I have with telus!
Telus cust service is horrible! I work for a cell phone company and could not believe how I was treated with telus. First of all the technical support dept can't even speak english! I am sorry but when I need help with my internet I would really appreciate it if I could understand what the rep is asking me to do! Also one time when I contacted telus tech support the rep was very unprofessional and treated me like I was stupid! He was talking down to me and then after we got my internet working he then asked me "was there anything else I can do for you? Would you like me to sing you a song?" I was soooooo shocked that he just said that to me. I didn't even know what to say. I have now learned to get the names and rep id's from every rep I talk to so then if I have a problem then at least I can try and do something about it! I could never imagine talking to a customer that way. I deal with customers every day on the phone for a cell phone company adn could never imagine doing or saying that. I always treat people as I would like to be treated when I call in to companies! Telus is a disgrace!
i am glad i finally found a place i can show my anger with that company. horrible terrible company with no "customer service" mind AT ALL! i have never dealt with such comapny in my entire life! it's 21C, not 1950s! why in the world you should exisit in the society, Telus. please TELL US, if you can, and please learn how to add value to the society from others.
i have had the exact same problem as you in almost every way, other then it was my first time getting internet and my girlfreind at the time wanted the free laptop that came with signing up. i've had the cust reps bounce my call between like 12 diferent reps and each one just ask for my info and sent me off agian to another one each one being as incompotant as the last until i final asked for a manager. the first time i asked for a manager i was hung up on and the second time i had the manager listen to my problems then tell me he was going to call me back the same day once he had figured out the porblem ony why my internet had yet to be set back up after the billing miss haps. i have never to this day got a call back from that manager. my bill was over 200$ that they had been sending to an email adress that i didnt know excisted. no idea how to enter it and no password for it. and then i was told that i would only have to pay a portion of the bill the get my internet back. and the told by the next rep that i would have to pay it all to get it back. all in all i work to a retail company that sells telus phone and internet packages and i will never for as long as i live sell a customer a telus package.
your a knob, you knew and understood what you where getting into, you said you had them once and that that suck so you changed. your a ### for wanting to save $400. im glad you got burnt you stupid hick
do not consider telus mobility!
My name is Daniel and I have been a Telus Mobility customer since December 2004. Apart from not receiving a cell phone signal in my house, I found my Telus cell phone to be useful and productive. During the first year and a half I did not have any issues with Telus' customer service representatives until I received a bill for over $1,000.00 in services for the month of August 2006. Curiously, Telus stopped mailing detailed invoices/bills to my house just before the shocking invoice. Telus' web site also did not display the breakdown of incoming and outgoing calls for the August service. Now Metropolitan Credit Adjusters Ltd. are calling my home and harassing me at my workplace requesting money for an invoice for an outrageous amount that I cannot confirm is warranted or justified, because Telus refuses to send me a detailed bill. I am totally dissatisfied and very frustrated with Telus' stonewalling in providing a simple invoice to fulfill a request from a long-term customer.
During the beginning of September 2006, I contacted Telus' customer service line to request a detailed invoice/bill that displayed all incoming and outgoing calls because I did not receive a bill in the mail and Telus' online web site only displayed an amount owing of over $1,000.00 for August's services. All of my past invoices from Telus Mobility, before August 6, 2006, had been outlined in an itemized billing structure that allowed me to view a detailed analysis of my mobile services. The customer service was helpful to some degree and advised me that I had to pay $10-$20 for a new invoice to be printed and mailed out. I made the point that I was not responsible for the lost invoice and went on to explain that I was being more than generous in agreeing to pay for a reprinted invoice. The customer service representative assured me that the new invoice would arrive near the end of September.
Near the end of September, Telus disconnected my mobile services without warning and I was again compelled to call Telus' customer service number. I explained to the customer service representative that I was going through an unfortunate marital separation and that I needed to see an invoice that outlined the incoming and outgoing calls for the mobile services for the month of August. I understand that Telus requires payment for their services, and Telus needs to understand that I require a detailed invoice to justify their payment demands. The customer representative understood that I was going through a separation and that my self-employed contracts fluctuate my financial situation. Telus' representative agreed that it was hard for me to commit to a concrete payment plan for a bill that was over $1,000.00. The customer representative then stated that I had to accept their payment plan or I would not have my cell phone re-activated. To avoid argument I agreed to Telus' payment plan, believing that I would receive a detailed invoice as had been promised twice in one month.
On November 30th my phone was disconnected again and I had not received any detailed invoices in the mail or a disconnection warning. Telus' online site did not display the itemized billing that I requested back in September. The first representative I spoke to was not the least bit interested in my request for the detailed bill/invoice. I explained that almost two months had passed and I had not received the detailed invoice that I had twice requested. Clearly I am not paying for an invoice that is not broken down in a detailed format, and it is Telus' responsibility to justify their services and provide me with a detailed bill. The conversation with the first representative was not going anywhere and I requested to speak with a manager, due to the fact that no one at Telus would listen to or follow through with my simple request for an invoice. I was directed to Erika and was told that I could not speak to a manager unless my reason was valid. Erika was extremely rude and would not listen to my simple request which was to mail me a detailed invoice that was the same as the invoices that were sent prior to August 2006. Erika continuously accused me of not paying my bills due to my financial situation and did not validate my reason for holding back the entire payment. Exhausted from arguing, I explained to Erika that as a customer of Telus I do not pay for harassment, belligerence, and incompetence for not providing bills; I pay for their professional services. I then requested to terminate my Telus account immediately and Erika began to threaten collection action on my account if I terminated the account. I am appalled by Telus' despicable customer service tactics and attitude, and if the company would record each customer service conversation, Telus executives would realize the extent of the contempt in which their customers are held by their employees.
Telus continues to charge me approximately $15.54 a month for late payments, when the itemized bill should have arrived at my house at least by the end of September 2006. If I had received the itemized bill, I would have paid the outstanding balance to avoid any future service disruptions. When Telus disconnects my phone without any notice or warning beforehand, it is obvious that Telus intends to completely ignore my simple request for an itemized bill, and bully me into submission. As a customer of your company who signed a three year contract, I naively expected to be treated honestly and fairly, but by ignoring my two requests for a detailed invoice you have breached any trust I may have had with the company. I am now wondering whether a fraud has been committed with regard to my account, but I have no way of knowing because I have been refused an itemized bill.
Within several minutes of searching for Telus Mobility customer service problems, I came across numerous complaints regarding Telus’ inability and unwillingness to handle simple problems in a professional manner. These complaints would definitely arouse questions as to the competency and honesty of Telus, and serve as a warning to the general public.
For the most part I do not have any problem paying Telus as soon as they can provide me with a detailed invoice that displays all mobile services for any incoming and outgoing calls for the month of August. If I do not receive a detailed invoice outlining the incoming and outgoing calls for the services given during the month of August 2006, I see no reason why I should pay the bill amount of $1,060.80, which is 934% more than my average bill.
After canceling my account with Telus, I received a gift card in the mail. Rob Durham, Senior Vice President Client Operations states, "Tis the season, and what a better time to say thank you for being with us. You're one of our best clients - and we value your business." Mr. Durham concludes the card with, "We realize you have a choice and are very glad you've chosen us. We're committed to earning your business by providing you exceptional value, a superior network and a client care team that's second to none."
I would like to speak with Mr. Durham directly and explain how rude, ignorant, incompetent and belligerent his team of “customer service” representatives are. Telus' customer representatives make me feel like I am of no consequence as a customer and definitely not one of their "best clients".
This entire situation with Telus has caused me distress, frustration, has ultimately wasted my time and cost me money. I have been forced to remove your unprofessional services and re-print my business office stationery. Almost every client of mine has asked why my mobile phone line has changed and I explain that Telus could not resolve simple issues in a reasonable, competent and professional manner.
As a result of your unprofessional and questionable actions, I have signed a mobile contract with Rogers Wireless. For some time now I have been well satisfied with Rogers' customer service skills and their cable and Internet services. Telus should seriously consider remodeling their customer service operations with quality managers and strict service guidelines. When your employees go out of their way to harass and berate customers and when they refuse to provide a bill, which is a basic necessity, then Telus has a real problem on its hands.
I will not recommend Telus to any of my family, friends, colleagues or business partners; in fact I will make sure they hear of my experience with Telus. It is very unfortunate that Telus cannot practice professional customer service skills and consistent billing procedures in order to resolve simple issues for a long term customer. In the meantime I am contacting the government Consumer Protection Branch.
Telus is the worst. My wife was offrered a package November 4th/09 (we were renigotiating our contract). They gave us a deadline to accept...a deadline!?!?! Do you not want to keep us around for 3 more years? We didn't call back to accept that package.
Yesterday she called again (Nov 15/09). We had a better experience, 20 dollars cheaper than the first package!. After hanging up with Telus and having our new offer on the table I had one more question to ask. I called 5 minutes after my wife spoke with them only to have them tell me that the deal we had five minutes ago was no longer available. "We made a mistake" We were floored. They even lied and told us that they sent us voice messages to tell us. They didn't. They would not honour the deal and two hours later we still had no renigotiated contract. When our contract is up (6 months), we are finished with Telus.
I had to owe telus $280 for two months worth of billing, but i wasnt able to pay on time due to the frustration on trying to figure out why i had to pay $115 a month for a supposed $60/month plan. A week before the paycheck that was going to complete the savings i made so I can pay of this $280 fee, alongside money to buy metropasses, food, and other women necessities, Telus had randomly disconnected my phone in the middle of the day with no warning whatsoever at all! I had to call in and as a softy girl I just agreed to whatever they were saying, that I was the one who made mistakes, that I was the one who caused my bill to reach such high fees, when I clearly only use the phone on my free hours. I added 5 bucks for free incoming and even added another 5 bucks for free starting at 5 so I can avoid such high fees, but nothing worked. That is why I had reached $280 debt. So as I talked to them, the shocking news got to me - I owe them $1009 and something cents. They wouldn't explain to me properly how $280 reached to $1009 in just a month since they disconnected my phone. They told me that there was a phone bill that was added when my phone was disconnected and that was almost $200! I DONT KNOW HOW IT GOT TO $200 WHEN MY PHONE WAS FULLY DISCONNECTED! I can never yell or be angry cause its just in my nature, its hard. but for the Love of God, why does TELUS have to be so INCONSIDERATE! WHY CANT THEY HELP IN EVEN JUST EXPLAINING PROPELY INSTEAD OF JUST SAYING "OH THAT AMOUNT WAS FROM A PHONEBILL AFTER THE $280 WAS ISSUED! LIKE WTF! But thats not the case. I started question where the hell the other $600 and up bucks came from and I did not know that they had added termination fee of over $600 bucks until 2 weeks later. I had less than 6 weeks to pay them or they would send the issue over to the collection agency, and you know what, I AM ONLY 18 AND I FEEL LIKE I ALREADY LIVE ON MY OWN, HAVING TO GIVE MY WHOLE MONTHS WORK PAY AND HARDWORK AND EXTRA HARDWORK TO PEOPLE WHO ARE INCONSIDERATE AND SELFISH CREDIT RUINERS. its really disappointing how even telus workers don't try to talk to Telus and try to make their services better. When I turned 18 i was so excited to have my first phone fall under my own name, paid for it, and signed a 3 year contract of just $30 to $40 some odd bucks. I went through 3 different phones because each phones broke down somehow! First one started reseting its ownself when i try sending a message, I bring it to a telus store in Scarborough Town Centre to get it fixed, but they just amde it worse. They got rid of all the games I had baught, costs over $30! I baught an HTC after since whats the point of having free text if my phone cant text anyways. HTC DUAL SUCKS! IT LAGS, CANNOT FUNCTION PROPERLY! good camera, dats it! dats all der is to it! but having to add the data plan dats what made my bills go over $115 per month which led me to the $280 which led me to the friggin $1009! I was so stupid enuff to have baught another 3 year plan to use while I pay of the old phone, an LG Keybo for free with student plan (my fave 5) for 25 to 30 bucks a month. I find out, In two months i reached $400 ! THEY TOLD ME THAT THEY DID NOT PUT THE NUMBERS I LISTED ON THE MY FAVE 5 NUMBERS, so the lady said they will deduct the fee of the calls with the numbers I will give her that was supposed to be listed in my fave 5 in the very beginning! and until now, 2 weeks later, my phone bill online still says I owe 400 ###ING DOLLARS!
i think itll be more worth if i just shoot myself in the head than dealing with people who wont help, who will charge for the sake of charging. they think its fun, well its not much fun when 3/4 of the world is hating on them and the quarter left DONT even know bout them or wont ever know about them. thats how ### they are!
We have just received a letter from Telus saying, "A review of your closed account(s) indicated there is still an outstanding balance." What are they thinking? IT HAS BEEN TWO YEARS SINCE WE CLOSED THIS ACCOUNT! Does Telus randomly send out these type of letters hoping that some idiot or naive person just accepts it and pays whatever amount they come up with. This seems like a scam. They did not even give an explanation as to what the $50.00 charge was for. How can there be an outstanding balance on a CLOSED account.
We are done with Telus. To many problems and disappointments.
You can see your bills details for free on mytelusmobility.com .
So you don't have to pay for getting a print-out...
Also, if you could see details on the paper bill before, did you change your plan?
In these cases, contact customer care by e-mail, I noticed they respond very quickly, plus you have everything in writing.
All of this has been very disheartening to read. Like Daniel, I have recently been receiving bills which are WAY higher than usual, and I have received absolutely nothing from Telus which documents the calls I apparently made (16 hours worth of airtime above and beyond my plan in a single month! And I almost never use the phone!). I am feeling really hopeless and out-of-luck right about now, as it doesn't appear as though I will come to an agreeable solution any time soon (based upon what I've been reading from other customers).
Who is a dissatisfied customer supposed to turn to? The Better Business Bureau will, at best, nudge them in order to inspire some sort of honesty.
My situation was somewhat similar - when I finally closed my account with Telus after 4 years in April 2007, they continued to charge me for two months afterwards. I did not have a contract with Telus. This was when Bell was first able to take Telus clients and keep their existing numbers. When I called to speak to a rep at Telus to ask why I had been billed for the months of May and June, they told me it was Bell's fault for not pulling the number through properly and that I would have to pay. I told them that it was unfair since I had specifically phoned and canceled my phone in April, and I had been using a Bell phone all of May and June, not Telus. After hanging up and speaking to four different people, I finally reached a manager who listened to the problem, and changed the bill for me to the final amount which was $850. (This was for two full use business cell phones by the way, which is why the bill was so high). When I received the bill at the end of June, it was back up to $1200. Once again, I called to see what was going on, and why that number had changed and why I was still being billed for months I had not used the phone after cancellation. The rep was clearly not listening and so I decided to contact Bell to see if they could help me. Bell got on the phone right away with Telus, and soon after, I received a call back from Bell explaining that the fault was not theirs, it was telus's mistake, and that they had fixed the problem. When I called telus to check about the final bill, they finally assured me that it was back down to the rate it should have been, minus the months, and that the final bill, that I requested, would be in the mail shortly.
Not surprisingly, the bill came, and two days later, I got a call from Collections. Telus gave me not time to pay, and although the payment date on that final bill was July 27, it went to collections on July 10. When I spoke to the surprisingly friendly agent at CBV Collections about the unfairness of the situation, he flat out told me that he understood, and personally would never deal with Telus as they were "well-known" for this behavior, and it happens frequently. He actually told me that I was better off with Bell! I will NEVER recommend Telus to anyone, and will make it my duty to inform as many people as I can.
I also have trouble with Telus Mobility, they were happy to take my money and open a new account for me. They never closed my old account I assumed they did. They were charging me on both accounts even though I understood the old account was either closed or rolled into my new account, until I got an abusive phone call from a collection agency. I was paying my bill every month and they were happy to take my money meanwhile they were not applying any of the money towards the account they did not close. Their customer service department is like a dictatorship where we are the stupid customers and they have every right to accuse us of anything they feel like and take as much money as they like from us. With Telus Mobility the customer never gets the benefit of the doubt, the customer should shut up and pay up as far as Telus Mobility is concerned or else be sure their collection agency will abuse and harass them. I would never recommend telus mobility to anyone.
I strongly agree with the complaints of Daniel. I have had similar experiences with Telus Mobility. They also charged me for text messages that I did not make or receive on a monthly basis... I cancelled my account with them and they are making out as though they cancelled it because of lack of payment. Not only that, they sent a bill in January and even though I made a payment, they sent it to a collections agency. I really have strong feelings for Telus Mobility right now and they are not loving at all... I do not recommend this company to anyone for any length of time or for any services whatsoever!
extremely unhappy with telus
I am a Mississauga, ON resident. I was with Telus for a year and a half. After that, in April 2006 I purchased a phone from a Telus Mobility Dealer in New Market, Ontario. One month later, the phone started to act up. It was a Motorola Razr phone. I could not hear anything out of the ear speaker on the phone. I took the phone back to the Telus mobility Dealer in New Market (Gorham Stree) and they told me that they have to send it to Motorola since it is a month and a few days old. They sure sent the phone to a Motorola service center which returned the phone saying that it was physical damage. Telus Mobility right away, took the loaner back and told me to basically take the loss. To fix the phone .. it was 500 dollars which is more than the purchase price. I wrote a letter to Telus Mobility on june 4, 2006 and waited and waited but no one contacted me. I called and they said that if I sent it, then they will call. I confirmed by sending it again on June 18, 2006. I waited until Mid July and contacted the Consumer protection bureau and filed a complaint. I canceled with Telus and went over to Bell Mobility and asked a question to all other wireless companies... they all said we would have just given you a new phone. My complaint to consumer protection went to a very helpful lady who contacted Telus Mobility. I get a call shortly after offering me a phone in exchange with me signing another contract. I waited two months after my initial letter to telus before I went to another wireless company. I am already with Bell. Telus did not offer me a solution and the guy I spoke to kept saying that they (TELUS) are not responsible for their phones. That person called me to make things worse and not to rectify anything. he wanted me to sign another contract and ignoring my demand to cancel my service. I am EXTREMELY unhappy with telus and would not EVER recommend them to any of my family, friends, colleges or business partners. They are only after making money and never after customer relations. Their customer service was so bad that they hung up on me twice. Funny how they always end with "we appreciate your business" but never actually do. I did not damage that phone which I had for one month. I researched on the net and found that the MOTOROLA RAZR is known to have the internal flex cable problem (same that I have) but MOTOROLA does not want to take the loss for their problems with the RAZR as I hear on the news and on discussion groups.
I do not recommend TELUS MOBILITY to anyone, nor I recommend any MOTOROLA PHONES to anyone. These two companies are only after your money and care less if you are happy or not... TRUST ME... I am an unhappy, unsatisfied previous customer of both and would NEVER go back !
I am going to the the Marketplace: CBC underdogs with this and hope to tell the whole country of my experience. Telus Mobility will care when masses of people leave ONLY because they lose money... not customers!
Thank You for reading,
Marwan.
I chose Telus' $20 for 200 minute plan in a 3 year contract (and a Motorola Razr2 PCS phone). I also agreed to try out some additional options like web access and text messaging knowing that each time "I used those options" there would be a charge but I wanted these options in case I needed to download updates from the web or if I wanted to send a text message. Unknown to me, simply by agreeing to have web access, Telus took it upon themselves to send my phone web update requests so each time I used my cell phone, it would check the web for updates and simply by agreeing to text messaging, Telus decided to send me daily informational text messages each of which cost me an additional $1.00. I was not a heavy cell phone user but I typically used my phone 3 or 4 times a month and I never sent a text message or checked the web myself but my monthly bills were close to $70.00 for this $20/200 plan. That is gouging the customer.
LOL you mean you didn't care about paying your last bill with telus since you had gone to the other company so you ignored it until it went to collections. With these things everything is automated, here, people seem to take things so personally. They can't just send you to collections fast because it was your last bill. I hear what you're saying, I did the same thing but it took them a few months to put it through to collections, I've been with Bell awhile but I'm going back to telus next month because Bell is more expensive/crappy.
Where do I even begin with my four years of being a customer with Telus? Here's a short but sweet version.
I started out a small business as a 22 year old woman with almost no credit in the city of Calgary and had tough times getting started for the first year. During this time Telus really had me by the neck (in a contract, which by the way is telus's excuse to treat you badly - wait until you don't have a contract and see how the attitudes change!), so even thought the payments did make it through every month, at times I'd have to round up every last penny to give them sometimes a few dollars short to make up the month after, being that I was struggling, never did it get out of hand, but rest assured, my phone would get cut off for one day, month after month. One day I decided to speak on human terms with a manager at telus to what my concerns were, and how I could resolve this issue until I was more financial stable. He was kind and generous, and I was pleased when I got off the phone as he wanted to take it into account that my bills were high and thatas long as I were keeping up to date like i was, he would make a note to keep from cutting me off, and that as long as I made a payment in two weeks, that would be fine. Three days later? Guess what, my phone was once again cut off, the rep was rude would not let me speak to that particular manager, and told me that I would not be able to use the phone again until paid in full. I went to borrow money from friends that day as I had no choice.
The last three years I've had no problem paying my bills up to date, and haven't had much contact with telus except for their extremely kind gestures to get me, "a platinum customer" to sign another contract. I stayed with them for a year and switched to Bell, and when I almost forgot about all the miscommunication and rudeness from Telus, they shocked me again. When the final bill was due, Telus sent the invoice to my address and off to Collections at the same time. Not surprised by their behavior I mentioned my concern to an agent at CBV collections who said, "Yup, they are very well known for that, we all know here that they are a bad company that way, and you have made a good decision by going with Bell." Watch out telus customers, hopefully you will leave as I did - just pay your last bill in advance., because they won't give you any time to pay.
I had an account with Telus Mobility that was not satisfactory--the first phone was a lemon and the bills kept rising. However, in 2004 I signed a new contract with them because I didn't want to lose my phone number. I signed a contract for two years. After one year I left Canada and I paid for the remaining year of my contract. The agent then claimed I had signed a contract for three years and she threatened to send my account to a collection agency. I found the receipt and confirmed that the receipt said two years. The agent was able to locate the receipt in the Telus system. She confirmed that the receipt indicated a two-year of contract. Nevertheless, she said that ultimately the error was the vendor's but that I was liable. I refused to pay for the year. She accused me of not reading my contract (which at that time was in storage in Canada). I located the original contract and the contract is very clearly for two years. I have the original.
After unbelievable bills, poor reception and this kind of unrepentant billing error I strongly recommend against doing any business with this company.
By the way, I know it's just $4.35. That's not the whole purpose of my rant! You don't tell your customer that what's happened is their own fault, especially when they've told you specifically that they never signed up for the spam service! You take down their complaint, tell them you'll forward their concerns to the appropriate people and have them look into it. Ask them to call back. Even if nothing can be done, at least I would have felt that yeah, she really did care about helping me resolve my problems. All I got was, "you signed up for that service, the only way you could have gotten those messages was if you signed up for it." She wasn't willing to consider that there might have been something wrong. Thanks again for your customer disservice!
Totally agree. Telus Customer Service is horrible. I signed up back in Sept/2006. Two days after signing up, I started receiving unwanted spam from some caller named "Leo" the # associated with this Leo was 6245. That's it. I went to the Telus kiosk where I signed up and told them about the spam I was getting and asked if they could get it blocked.
I was told they couldn't. I let it slide for a little while since I wasn't getting charged for it. I was receiving the spam every single day. November, it got annoying enough that I called it in and was advised to reply to this Leo with the words "STOP". I complied. They told me I might have to do it more than once. I did it for 3 days and it still didn't stop. All he did was take down my complaint. I was charged .60 for text messaging in November. A small amount, but still not something I had incurred. I called in the SAME problem again and the CSR I spoke to was unable to help me once again. When I signed up, I received 2 months of free text messaging ... probably why I never got charged!
I received my December bill, and was charged $4.35. When I check my daily data usage, I can see that every single day for the month of December, I was charged 0.15 for every text msg I got from this person. I called in on January to see if I could get the charges reversed and to see what my options were about getting this stopped.
They said they'd try blocking all incoming emails. I asked if this didn't work what my other options were:
1) Get a new number at MY charge
2) File a harassment complaint at the police station
3) Stop receiving and sending any text messages altogether
I refused to consider #1, why should I pay for something that wasn't my fault? I told them if I had to, I'd go with option 3. Two days later, I haven't received any text msg, yet, from Leo. I called in to let them know it might have worked and asked if I could have the $4.35 removed. I was told NO. They don't reverse charges for premium services - that means "the client had to sign up for it in order to receive it". I kept telling her no, I did not sign up for the service. I don't know how he got my number. The only person who had my number when I started receiving the messages was my sister. She kept telling me that I had to have signed up for the stupid service, that I must have sent in a msg asking for the spam. I know #s are recycled and asked her if it was possible the person who used it might have subscribed to it? She said yes, but before the #s are reused, everything associated with it is removed. I guess there's no possibility that there's wrong with their foolproof system 'cause I must be imaging the spam I'm receiving!
My question to TELUS is this: If I had wanted the spam from Leo, why would I haved called to try and get it STOPPED months ago?! Gosh, they must think I'm stupid. I am never signing up with Telus again and will tell my friends to stay away!
Signed,
A Very Dissatisfied Customer.
This month (December 2006) is my last month with Telus on a 3-year cell phone contract. Aside from *generally* minor difficult customer and technical service issues throughout this contract, I have recently experienced two big issues with the company.
Summer (June?) 2006:
I have CONSISTENTLY been generating $70-80 monthly phone bills. Summer of 2006 I received an unusually high phone bill of over $175. Reviewing the list of calls attached to the month's bills, I realized I was being charged for phone calls made between 6&8 pm. Upon purchase of my phone and contract three years ago, I signed up for Extended Evenings (free evenings to begin at 6pm for an additional $5/month). Apparently, as told by customer service, this package addition was not listed in my account information, nor was there any proof that I had EVER had it. However I had bills to counteract that claim so I was reimbursed the charges. HOWEVER this still means that either Telus' system mysteriously erased that option from my account on its own, or someone else besides me received access to my account and removed the extended evenings.
December 2006:
I have just received another unusually high bill of $200. My statement claims that I used 830 daytime minutes (I have 350 daytime minutes free) and only 34 evening minutes for the whole month. I reviewed my call list and it does indeed list an excessive amount of daytime phone calls. HOWEVER, I work Mon-Fri during the day and have designated break times at work– one day, for example, showed two 25 & 30 minute phone calls as taking place during my work day and not during these break times. I advised Telus (both a CSR and a supervisor) that this was impossible, as I am never allowed to spend such excessive time on my phone during my work period. They checked with their technical team and advised me that this same call information was what their towers reflected. I acknowledged that it was my word against theirs but that I was absolutely sure that these phone calls were recorded improperly, that bills from the entire three years would show consistent time usage for daytime and evening periods. I told them of the previous billing problem I’d had in the summer and advised them that due to the instability of their service and unacceptable billing situations such as this, I would not be renewing my contract at the end of this month. The supervisor told me that there was nothing he WOULD do for me, UNLESS I agreed to sign onto another 3-year contract. I advised him that I would not be bribed into being a customer and he attempted to push the offer on me three more times, repeating the fact that he had the ability to reimburse me on some of the charges solely upon my contract renewal for another 3 years. I refused and let him know I would be leaving the company as a very unsatisfied customer. I am now left to pay this $200 bill filled with charges I know for a fact are not warranted but unfortunately cannot prove otherwise.
I will not be recommending Telus services to anyone, and I am weary of both their customer service and technical tactics. This is not the first time I have been misled/misinformed/had my account tampered with somehow.
internet rip off
Here is a copy of the email I just sent to telus: complaints - wow, you sure have a lot of complaints against you on the internet, and I agree. I've had high speed internet for three weeks. It intereferes significantly with my phone - I lose very important calls every day. I am cancelling my internet. Your snot nosed technician told me i'm going to pay a $120 cancellation fee. Good scam. You can give away all the free computers and ipods - maybe try free cars - from now til the cows come home and I will never use telus again for anything. Three weeks - it doesn't work - and now I pay you $120. I should charge telus for the stress & anguish caused by my losing the emergency phonecall from my parents, and potential employers over the past couple of weeks. Now, where do I return the crappy wireless network and all the crappy equipment to, please? Thanks so much - for ripping me off.
Hey animalcop? How's come your profile says you live in British Columbia? You just said you live in NEW YORK!
OOPS! Please retract my last post! A great Telus lady finally answered my call and explained the whole pro-rated thing. I was wrong! I am being charged what i agreed to. Wow... I actually admitted I was wrong (;
I received a phone call at MY home by a Telus salesperson who offered me a great deal to drop Shaw and sign up with their Optik TV. I would bundle internet, phone with Telus Optik TV and pay 153.90 for 3 years. Too good to be true? that's what I made clear with operator number x136041 who assured me that my total bill would be 153.90 for three years for all three services. So I get my bill yesterday and I've been charged 228.00. $75.00 more than agreed. No luck speaking to a live person yesterday... trying again today. I've been ripped off by Telus.
i'd suggest that the better buisiness people have the most clout against the telus corperation, and i do not understand why more telus victims don'go to them to point out that they have been or are being defrauded by telus.
telus is a huge corperation and one or two private complaints don't affect them much, but hundreds andor thousands of complaints to better buisness might change their corperate attitude.i found their service to be the best, of course if you defraud millions of people, you have funds to provide wonderful services to your next group of unsuspecting victims.
please use the better buisness folks, if not just for your own sake for everyones safety.
This company is a joke. they sell a service with a "contract" and then tell you that you have to pay once you realize that its a scam. The TV and internet don't work together, you have to choose one or the other ... why bother? No Contracts at Shaw, internet, TV Phone all work independently ... and if you're not happy no charge to move! Its amazing they have any customers given how they treat people.
By far the worst company I may have dealt with!
1. Contracts...does this company work without contracts? On second thought I don't think they could work without them as no one would stay long enough.
2. Internet speeds go up and down faster than anything in the world. When they say UPTO 3.0mbps - they literally mean UPTO as in you will never see 3.0
3. Telus TV looks no better than regular cable - Its not DTV - its actually worse than cable because you have to suffer they incredibly laggy interface.
I am doing everything I can to not have to use them again.
Telus charged me $120 for breaking a contract after I decided a couple of months later, after verbally agreeing to use their high speed wireless service, not to continue using Telus' IP service. I put nothing in writing, yet they are charging $120 dollars as though I had been able to read their contract agreement. This is an unfair practice by Telus, a ripoff, and ensures angry customers do not return, and that those same angry customers spread the word about this company.
Of even greater concern to me is this: Starting next year, Telus plans to begin charging per site fees on most internet sites. They are planning to run their "service" like a cable subscription system, where customers subscribe to a limited number of sites ( say, 100?) and will charge the customers for any sites visited beyond their arbitrary cutoff point ( see: Death of Free Internet is Imminent). Telus apparently sees itself as a pioneer, to bring us all back to the days of the frontier regarding information dispersal and sharing. A great number of small websites will be frozen out of existence due to this planned policy. Will this attitude spread to the other companies? Don't bet it won't.
Finally, sincere Kudos to the Complaints Board website people for the fine service they are providing to consumers.
Is there any way to voice a legit complaint against telus and have it respected and dealt with?
Telus has an internet air card plan that is unlimited and they are charging me the same amount for 1GB of use. My computer decided to download a bunch of stuff 4Gb worth and now they are charging me like 3$ a MB over so I owe $8000 for not even 20hrs worth of use. That is files I can't use or even wanted. These prices are need to be challenged. I'm getting a lawyer.
telus is the greatest scam on earth.
they always try to add little charges on my bill.
focring me to call them wait on hold for hour. then tell me they dont see anything wrong. then i have to call someone else. who doesnt understand english. then i get the turn around again. until i threaten to call better business bureau or my lawyer then the charges disapear faster then i can say telus sucks.
now imagine... they do this on the milliions . level.
how many of them do you think will go threw the crap i have to go thru to get a few dollars of the bill. not many.
so that millions of extra dollars for telus. which im sure they dont claim tazx on either.
very, very unhappy customer!
As a Telus customer for almost a year, I am very unhappy to say that my phone has consistently been giving me a lot of problems with reception, battery life, display problems, and sometimes I don't even receive calls or messages. When I called Telus on Tuesday July 4, 2006 for the first time, I was put of hold for 15 minutes until I finally hung up. Later that day I called again and talked to another representative, Carol. I told her the problem that I was having and explained that I had already sent the phone to be repaired once before with the same problems recurring.
This cellular phone is under warranty and I am regretting having a Telus phone, I would like someone to review this complaint. As a paying client, I feel as if my concerns are not taken seriously, please get back to me with respect to this urgent matter. If I did not need the use of a cellular phone, I would not have purchased one, I am a very, very unhappy customer.
Regards,
Orel.
this wifi transmitter is put up illegally by a telus employer it needs to be removed cops said it was the city there is also a speaker on a telephone pole with threatening comments such as to kill my familythe wifi transmitter seems to have a laser or beam attached
Tried to call their customer service this morning and ended up with a person from Guatemala. Barely spoke English and could not make a simple change to my plan. This is pathetic service.
They claimed that [protected] opens between 9am to 10pm EST from Monday to Friday and 9am to 6pm Saturday and Sundays. However, they never open on Saturday and Sunday. And they close so early on weekdays. They don't keep their business hours. Terrible service!
They don't work!
I've been trying for hours on multiple occasions to get my double billing fixed. Its straight forward but nobody is getting the problem. Sat around all afternoon waiting for a supervisor to call Didnt happen n. I need i to call me on Mon after 9am. Im tired of dealing with this simple fix problem...
This year have been unable to access tells rewards program. Many glitches accur,leads me to think that this is deliberate, that tells does not want to give the primer rewards.they are timely and accurate if you pay for their services
Sunday, July 16, 2023. 8:49 pm
My new TV can not find the Telus WiFi. Telus operator claims that Telus WiFi is NOT a Telus responsibility. Telus refuses to send a technician to solve the WiFi problem.
Robert Fitzsimmons
12205 - 43 Street
Edmonton, T5W 2R2
[protected]
I got transferred to 9 times in 2 hours,
they are keep asking same questions then said not their department responsible and will tranfer me to right person to help, after 9 times still not solved.
Wery simple questions I ask” can you please check why my internet so slow ?”
Why my rate went up I've paid on time for 20 yrs
Case# I was provided yesterday: [protected]
Contact John Paul Buenaobra,
Sales Specialist, TELUS Business Sales - SMB
T: [protected] | ext: 1205219
I've sent a pdf to him. Your useless site won't allow for pdf uploads...
You can look me up by my phone number: [protected]
Channel 7021 (Radio CFox) hasn't worked for over a week. It worked just fine before and every other channel before and after it continues to work.
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