Complaint Rating:

Company information:
Telus Mobility
Calgary, Alberta
Canada
Phone: 1-866-558-2273
mytelusmobility.com

Since I became a Telus Pay and Talk client I have had various problems. Initially I could not send or receive text messages. So they gave me a new number. Then I couldn't receive picture messages. That was fixed. The main and major ongoing and never rectified problem I have had is getting charged for webbrowsing, downloading ringtones and games. When it first occured they credited me back. One day, there was approximately $5 worth of data usage charges overnight (bear in mind my phone is always on me and if not it is locked with a code and the keys are configured so that I can not "accidently" sign on to the web). I called in and they said that there is no way that this is possible. I even took the phone to the Telus store and the manager reviewed my web history and ringtones and found nothing and advised client care of her findings. They said the charges lined up with my serial number. One of the reps was really rude and accusing me of lying. I would check my balance online and see these charges and call in and get credited back and then they set up two investigations which concluded nothing. On one call I was so upset that the rep credited me $30 worth of credit - just a bandaid solution. It is clear to me that Telus Mobility is ripping people off one data usage charge at a time. The problem still has not been rectified rather the last rep gave me the unlimited web browing feature free of charge so that I can't keep track of the data usage on my transaction history. Once it expires, if the unfounded data usage continues, I will be giving up on Telus. Please note that I have talked to various family and friends and viewed many online forums in which there are many more people experiencing this problem. Thus contrary to what Telus is saying, the problem does exist and is possible.