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2.0 413 Reviews

TELUS Complaints Summary

97 Resolved
315 Unresolved
Our verdict: When using services from TELUS with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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TELUS reviews & complaints 413

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H
10:13 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

TELUS billing errors without redress - where are telus managers?

I have never complained, nor considered complaining online before about a service, but after 7 months of being overbilled by Telus Communications - first on administration fees and thereafter on "monthly services" (read internet charges) - and after as many attempts to have it corrected, I am fed up. I have been left wondering what Telus policy is regarding customer billing complaints and whether they give well-willing service representatives the authority to resolve these, for instance in terms of corporate culture, performance evaluation systems, training and effective computer applications. Furthermore, I wonder at the apparent lack of willingness of managers to speak with their customers. After 5 monthly attempts to let service representatives address the problem, I have tried to access a manager. Of the last three representatives that I spoke with, only the last one did not stonewall my request to speak to a manager. Alas, even an escalation 3 form, which should have prompted a manager to phone within 12 to 24 hours, has failed to get me in touch with one.

Telus, what are you going to do about this? How can you expect to keep customers in the long term if you do not provide valued customer service? This kind of lapse can easily create a poor impression about a company as a whole, despite its positive performance in other areas. Please, address this lapse in customer service and save people like me hours of wasted time and feelings of frustration resulting from failed attempts to try to deal with you amicably.

If you listen to your customers better than others do, you can "inherit the world."

LK

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Telus Customer
Camp, CA
Feb 26, 2011 6:19 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Telus recently telephoned my house and advised me they are installing my service at another building lot located two door away. Many calls to telus have not rectified this situation, we are not moving, have been at this location since 1992 and today our telephone was cut off. It is amazing I pay this corporation 300 to 1000 dollars each month on my cellular telephone and another installment for my office. This is it! my business is being transfered after thirty years of paying these @@@@##### Campbell River, BC Canada

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Unhappy
,
Oct 13, 2008 10:57 am EDT

I'm also getting screwed over by Telus over an extra charge for the internet service that suddenly appeared on my bill without any explaination. Contacting Telus I was told it was "a system error" that occured a year ago. Why should I pay for their error that occured last year?
Calling Telus was a complete waste of time. Currently I'm looking into other alternatives for phone and internet and perhaps with some luck, I can drop Telus forever!

ComplaintsBoard
A
12:40 pm EDT

TELUS poor and misleading service

I made the mistake of calling and asking a Telus rep in January 2017 when my contract was up with Telus (I was in a 3 year contract to get free monitor) and was advised it was Feb 2017. I then canceled. Now Telus is trying to stick me with a $240 cancellation fee. I feel this is very poor business and extremely poor customer service. Had I been advised it was not up to April 2017, I would have not canceled and I would have suffered with the slow service for another year. I intend to ignore the charge and hope to see them in small claims court over it!

My advise to anyone considering using Telus is DON'T! Cable is way faster and offers great bundle pricing.

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Cory Michaud
,
Oct 04, 2007 12:00 am EDT

I've been a Telus customer for the better part of 12 years with the same phone number. In december of 2017 I signed up for Telus internet service. Apparently it was a 3 year contract. I cancelled the the internet service as well as my phone number when I moved residences. I had still been paying the internet charge of $34. a month but...no one had contacted me to re-connect the line to the new residence. When I finally cancelled the service the next bill showed a charge of $120. Why?

I haven't used the service in over three months before I cancelled, I've been a customer for over ten years with the same account & I also have had a cell phone account with Telus for the last 3 years.

Loyalty to a service provider gets you NO WHERE. Shop for your services and don't sign contracts for longer then you precieve you have to.

Telus is fine with contributing to the Alberta economic credo of ' Eat or be Eaten '.Not everybody in Alberta is seeing the boom. Only feeling it when it comes down. Thanks Telus. Karma is a ###.

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clifford persaud
,
Oct 13, 2007 12:00 am EDT

I have moved recently and set up with Telus communications for my phone and internet services to be transferred as I have always had with the. I was given Oct.4 as the day a technician would come to service my new location and set up the services. The customer service rep that set up the appointment failed to put in the order that I need a technician and Telus thought they could flip a switch. I was told the customer service rep made an error. I find that hard to believe as I told her it was a secondary line and she quoted me prices of the technician to set up the new lines. So I wasted 1 day and no one came. I was rescheduled for Oct.11. I called in the morning to confirm my appointment as I did not want to waste yet another day. I was told my appointment was scheduled and I would see a technician./ By the end of the day no one came. I called customer service and I was given a case number #265344. I was told a supervisor would call me friday. No one called. I called saturday Oct.13 and I have been given a third appointment being tuesday oct.16. I do sales for a living and I have missed 2 days of work already. I have no phone or internet services entering my 3rd week. I have been told several people would call me. I have been given a case number. I am on my third appointment waiting for my services to be set up. I will miss my 3rd day of work. I am at a loss for the treatment and neglect I have received and have been shown. I just want my services set up and I have been shown nothing but lies and ignorance on telus' part. Is there a process I can go through with the CRTC to file an official complaint. If there is an avenue, please guide me to it and I will follow through as I have few options against a big corporation like Telus. I am told I have to sit and wait. I have waited and I have had no one call or show up to set up my services. Someone please help if you can.

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leif olson
Innisfail, CA
Nov 28, 2009 7:40 am EST

Last Saturday we phoned telus about moving service from one address to another. The phone number was [protected] which was to be moved from 5630 56 st. in Red Deer to #10 Inglewood Drive in Red Deer Suite #209 which they said they would try to do on Monday. It was needed asap so the senior could have it available for his emergency call button. Nothing was done all week and yesterday I called the number and it has been disconnected from the old address but never hooked up at the new address. Telus keeps trying to sell new services but the can not supply the old services to long time customers. Is there any way we could get them moving on this as it could be a matter of life or death for this senior?

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Autumn7
, US
Jul 02, 2011 6:36 pm EDT

My complain is to request Telus to train their customer services agents and tell them try not to insult their innocent customers...When I saw some suspicious computers I decided to change network password..I called Telus but I found a strange thing that telus had two different accounts in my name...for same address...if Telus inquire about this they will find out that this is the result of greedy telus operators who want to make some bonus sales points doing this rubbish making two accounts for one person...and this duplicate account resulted that I paid telus long time ago and they disconnected my internet services...for non payment...ok say if I have two accounts and one is closed for non payments than why there is service interceptions when you people say i have two accounts...any way issue was resolved after spending full day talking with TD Canada operators and no cooperative Telus operators...If I would have spent same time in my office I could have earned hundreds of dollars...but my concern was still not resolved...the reason I called to change my password..when I asked operator he said...every thing is on the website ...I said OK...I will search it...and I tried telus website and it is so complicated...cannot explain how to change your network password...I said ok just leave it..forget telus rudeness and its rude operators...but after three months when I saw more strange computers on my network I called telus agent...the worst operator name Cody...in my life...I said I am calling to know how to change network password...he without asking me changed network id and password in a matter of seconds...but when I asked how to change it...he said every thing is on the website...IF I NEED TO GO TO WEBSITE...WHY I AM SPENDING MY TIME ON THESE OPERATORS..TO LISTEN EVERYTHING IS ON WEBSITE...than I requested Cody to please change this id ..i don't like it and i explained the reason why...and this no manners operators asked me WHY...WHY ...I DON'T UNDERSTAND THIS WHY...than i said to the operator I AM VERY DISAPPOINTED AND I HUNG UP...I TRIED TO check website..but there was no success...the website very complicated ...it has so much technical info I mean the router address website...if you see...and there are more than one ids and password...customer don't know which one to change...any how..I messed up...i did change my network id and there was no option to change its password on same page...and i lost INTERNET connection...I called again..and a new Telus operator told me to...Google..the procedure how to change password...oh God...what I do here...why not Telus train their staff to Google and use you-tube how to resolve issue for once so at least they can...tell the customer most important and common question how to change password ..which more than four operators unable to resolve...including the installer technician who ..given me ...can you imagine...26 digits password for my network... and even he did not bother to give me a simple network password...so this issue is still not resolved...and I think I will order another service provider...who can answer simple question how to change network password and whose operator do not insult their customers and do not consider themselves superior smarter and consider their operator inferior...my questions is to TELUS why your operators are changing network IDS and PASSWORDS without asking customers and why they are saying EVERTY THING IS ON WEBSITE...any why they recommend to GOOGLE...i just need a simple step by step procedure how to change password ..either on website or a call from your office...or otherwise my next call is to cancel the services...

ComplaintsBoard
C
3:55 pm EDT

TELUS on hold...

Ive now been on hold for 36 min after being hung up on three times. Total time invested so far today 1 hr and 3 min.
I am still on hold, oh wait ... Have I been onhold that long ? I here a Christmas song now being played. I was able to set up my new email address while I am waiting it is [protected]@TELUS.net. Wow that didn't take very long...40 min... I wonder what the weather is like outside... I am in priority sequence...Tried my new email address, works great...how is this possible... are they really this busy?... wow!...42 min...I am quite pissed off at this point and have almost forgot what I was calling them for. It's about principle now, I am going to keep holding...56 min...
...Avril Lavine...stompin Tom Conners...now I hear That I could be onhold for upto 7 min. and to be patient...59 min ... look the leaves are changing color...@#$@#@...1 hour 11 min...wow I got through...I asked to speak to a supervisor, Im back on hold, ...3 min...6 min...
12 min...no music this time, damn...just dead air, I am waiting for that dreaded fast beep that comes on when youve been disconnected...14 min...
checked my email, paid my bills online, talked to my neibour...16 min...I got through and was very nice to the person ... I started to explain my problems to him in a nice manner, then I got a busy signal --- disconnected @#$#@!@
I am going to the bar to have a pitcher of beer now ! do I go through Bell next ... Im pissed... good luck to all with any big bussiness you deal with in the future...Cam

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mohammad khan
,
Nov 04, 2008 2:58 pm EST

HI
I AM MOHAMMAD KHAN HAVE SERIOUS COMPLAIN ABOUT YOUR AGENT NAME RAMZI. I REQUEST TO YOU ABOUT NOT REPOCIBLE AND WITH NO RESPECT AND MUCH MORE ABOUT YOUR SERVICE MISREPRESENTATION
I MENTION ABOUT BILLING WAS ABOUT SERIVSE PROVIDEED. I ASK ABOUT SUPERVISOR AND REFUSE TO INFORM AND SAID HE IS MANAGER AND I HAVE DIFFICULTY ABOUT MY PHONE BILLING WICH IS GOING ON LAST TWO MONTH AND I SPEND MY TIME EVERY MONTh. could you please CALL TO ME FOR MORE DETAIL. MY PHONE NO BEST TO REACH ME AT [protected].

I HAVE TO SAY ABOUT MR RAMZI HE IS NOT RELIEABLE FOR YOUR COMPANY FOR REASON POSITION DESCRIBE AS MANAGER AND ABOUT NOT LISTENING AND NOT GOOD MANOR TO LISTEN AND DO NOT WANT LISTEN TO MATTER. AND NOT CARE SENIOR IN COMPANY AND I UNDERSTAND THE PERSON HAVE EXPERIANCE ABOUT COUSTOMER THEY DO not reach any resonposible person could you look this matter and inform my phone no as i above .

over charge bill and promise in your system was creadit and not appear on bill and when i call they said i have creadit wich is appear in bill every month. please look this matter and resolve this problem please thank you for your attention

your coustomer
mohammad khan
[protected] home
[protected] cell

ComplaintsBoard
M
10:46 am EDT
Resolved
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TELUS disgraceful customer service

I use Telus residential service for my business office in my home (I work remotely for a Toronto-based firm). I've had endless problems with Telus, particularly with their onerous website and difficulty in contacting any living human, particularly in customer service.

Telus believes in the principal of downloading all work possible to their customers, and making the contact process as difficult as possible. For example, there are literally hundreds of web pages to browse through on their customer service site. By phone, their lines all request redundant information, multiple menus (this is a phone company - why can't they have a dedicated number for internet, phone, etc. so you don't need to waste 10 minutes entering information?).

I also use Shaw for a secondary digital phone and my internet and television. Although I've had minor issues, I've never waited longer than 5 minutes to speak with a customer service representative, they are extremely helpful and knowledgeable, and the line quality is excellent. For anyone operating a business from home or a remote office, I would suggest going with Shaw, and using their online fax service if you need to for your faxes.

Wendell

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Iski4fun
Vancouver, CA
Sep 13, 2012 7:01 pm EDT

Wow! I have had the opposite experience. I just dropped Shaw for the same reasons - very shoddy customer service including being cut-off or dropped from customer service calls.

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Longdistance complaint
Chilliwack, CA
Aug 21, 2009 7:19 pm EDT

Dealing with Telus is like dealing with Hell- Most unpleasant with their services. When you call for costumer service you end up speaking with Philippians - ( Fist they ask for personal information for ID such as age, date of birth and time to time even for full information of your drivers license ) Otherwise you are denied from assistance.
We have two separate phone lines in our house - we use our main line for long distance calls Canada and USA - Never use the second phone line for long distance as it has an other long distance provider
Last month received Telus phone bill with charges that were made in to the USA approximately 30 calls with in two hours - all number that were called are unknown to us- I phoned and complaint these calls are not ours and would like to have it inspected and charges revised - Next day costumer service from Philippians called back and informed me that charges are valid as she compared list of calls made from the other line and that if I have calls in to the USA these calls must have been made by us and it is valid charges
I asked what does the other phone line has to do with this - both lines are totally separate from each other and this line never used for long-distance previous records can indicated that very clearly I was told I have no choice but to pay the bill
I am out looking for a more pleasant and respectable provider - each and every time I need costumer service I am speaking to some one other part of the world. I asked to have a manager call me regarding my issues I was denied - Tried twice and each time I was denied- Before you decide to have Telus as your provider do some research- save yourself from continuous headache

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T
7:29 am EDT

TELUS deceptive advertising

Telus offered the Connect 75 Unlimited wireless data plan. Data bandwidth per month was clearly defined as "Unlimited". So we subscribed to this service and paid full-price for the hardware (not under contract).

Well, apparently Telus thinks that "Unlimited" means just 5GB per month. I have been informed in a telephone conversation that my service is being terminated. The Telus representative clearly admitted that the real reason was that we were using more than 5GB per month.

We paid extra each month to have what was presented as Unlimited service.

The Telus representative also admitted several other aspects (Telus's lies) to this campaign of service termination that will get Telus is deep doo-doo when this reaches court.

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4:26 pm EDT

TELUS bills keep coming after account has been closed

I have canceled my TELUS phone line in May 2007. Ever since then, a bill appears in my mailbox every month with another monthly fee added to the "amount due". I called them many times, they discovered they owe me some money, I demanded a cheque, they promised it... Instead of a cheque, bills keep coming, fees keep being added, along with notices from their collection centre. My former phone number is out of service, but according to the last bill two 911 calls were made from it. When I call the customer service centre, an agent always assures me that they are working on their "billing software" problems, and that getting notices from the collection department is a mistake and it "doesn't mean anything". I am extremely sorry that I have ever requested their services, and I am afraid soon it will turn out that my perfect credit rating has been messed up due to their little mistake. They are far the slackiest and most absurd company I have ever dealt with and I think they should have gone out of business long ago.

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Lois Taylor
,
Aug 26, 2008 9:06 am EDT

I am currently going through a billing issue with telus. They have cut off my phone service after I have been a customer for nearly 30 years. I have not changed my address for 14 years and they have not sent me a bill since Oct 2007. I have called may times requesting bill. I told them I needed and invoice in order to pay it. I am now frustrated beyond my wildest imagination. I am in the process of looking for another phone company that will service a land line.

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B
4:30 pm EDT

TELUS residental billing

I just received a TELUS bill as well as a TELUS letter, trying to explain to me that I have to pay $32.52 more this month on my telephone bill because "transition to a single billing date for all your services".
I am outraged. That TELUS is rearranging their internal billing practices is their overhead and not the customers' responsibility.
I have cancelled my automatic payment plan and will change phone service delivery if there is no change in their unacceptable billing practices.

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10:23 am EDT

TELUS poor service, bad products

On friday, I went into the telus store to buy a cell phone to have a pay as you go service. They offered me a package that included the phone & a free $50 card of minutes.

She told me the phone takes 10 minutes for them to activate it for me, but they would deduct $15 of the $50 free minutes to do this for me. She handed me the phone after 10 minutes and told me it takes about 2 hours for the phone to work. I paid them $78.39, and I left the store.

I tried to use the phone after 2 hours, then 3 hours, then at around 10pm, then in the morning, then all day on saturday. I kep getting a message that the phone is not activated.

On saturday day at 4:30pm I went back to the store and told them the phone is not working. She told me all she could do was give me a "repair ticket" and telus will contact me within the week. I told her I was not interested in having the brand new phone repaired as it is brand new. I would prefer to get another phone or a refund. She was adament that she will not give me either of those and my only option was to wait for the phone to be repaired. I left the phone there as it was no use to me. It did not work.

I called telus when I got home and told them what happenned. The man I spoke to explained to me that telus was having problems with their service and I need to go get the phone and call him back when I got home, thus waiting another hour on hold, to file a compaint. Then the phone would be fixed within the week when telus sorted out their service problems. I told him that this will not do. I am not waiting to have brand new phone fixed. When I left the store, it was not working, and considering I had just bought it, I do not want the hassle. He told me that telus will not refund my money nor would I be getting a replacement phone. My only option is to keep the phone and be patient for telus to fix it. He told me that if I felt it would be better to take them to court then thats what I should do.

Any suggestions on what I should do?

The store inormation is here:

Cantalk wireless (Telus store)
11 45905 yale road
Chilliwack, bc
V2p 2m6
[protected]

Thanks!

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8:00 am EDT
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TELUS they signed me up without my permission

I received a marketing call from telus trying to sell me another service - cable - I declined - he insisted on knowing why, so I told him I was a former employee waiting for my current service contract to run out and then was moving my business to shaw. 5 days later I received a letter thanking me for signing up for a 3 year service contract for internet. I called the company and they insisted that I had called them and requested the service, because the marketer had made notes on my file to that effect. They offered to cancel my service immediately, for a 120.00 charge, otherwise I was on the hook for a 3 year service contract of enhanced internet access I had not agreed to.

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9:18 pm EDT
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TELUS - false advertising and overcharging

The Internet connection plan that the company advertises comes with the laptop (provided that the customer signs the 3 year plan). The laptop that they advertise is Dell Inspiron 1525. They advertise it as valued at $689 CAD. However upon checking the Dell.ca website one will find that the Laptop is actually valued at $499 CAD. I found the $190 dollar...

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12:08 am EDT
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TELUS - terrible internet connection

I hate Telus with a passion. I would've never switched internet & phone companies if not for my brother deciding to do so. When we switched, with everything installed and ready to go the internet did not work. Calling in numerous times did not work. Their advice and installation tips did not work. We spent 2 weeks with no internet service and yet were being...

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8:25 am EDT

TELUS double billing

In June 2007 I made a request to Telus to move my phone to a new residence within the same community. It took over three weeks and many phone calls to get this accomplished. Since that time I have been DOUBLE billed for the change over. In Nov I was assured by the individual at the call center that this would be rectified on the next bill. This went on for several months and each time I called the center and asked for a supervisor I was told that either they were not available or that the problem was corrected. As of March I stopped paying my bill and today they told me I had not made a payment since last Dec. 2007 and that I had to immediately pay $700.00 of the supposedly $1200.00.

I have never received the invoice of the original work order which this "bill" is based on even though I have made several requests for it.

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Laineykins
, CA
Jun 10, 2013 6:17 pm EDT

I have had my home phone, Internet and tv with Telus for several years and not had any real problems until the past month. I moved at the beginning of May, waited 11 days and several cancelled appointments to have my services hooked up, and paid my usual bill right after. They did not acknowledge the payment, and set out a disconnection notice on the 21st. I was out of town and missed the notice, not unreasonably since I had already paid the bill. After getting back and finding my services suspended, I called and found out how much I owed (which was only the new bill, as I had already paid the bill for the delinquency of which my services were suspended). I paid the new amount immediately, so that the accounts department could report the payment and expedite the process of getting my services reconnected. The customer service agent said my services should be reconnected in 2-24 hours. Two days later, when I still had no services, I called to see what was going on, and they told me that they had no record of any payment. They also said that I still owed them the $220+ I had just paid, plus another $470 some from next months bill, which had just come out. They couldn't tell me why my bill was more than twice the regular amount, because apparently 7 days isn't long enough for customer service to see a breakdown of my charges. I eventually managed to login, and found that on my last bill, I was charged for May 4- June 3 (which I already paid). My current bill has charges from June 4 - July 3, and also from May 11 - June 3 (May 11 being the date my phone was actually hooked up. So despite having a phone during the pay period only from May 11 - June 3, I was charged once for the serviceless period of May 1-10, and TWICE for the 11 to the 3rd. Good job, Telus. I will calculate what I actually owe them and pay that gladly, but I am not paying for the extra month. We will see what happens.

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I did not request long distance plan
, CA
Jun 01, 2009 2:22 am EDT

It got a bill from Telus in the mail for long distance charges over $1200.00! I phoned them up and asked them why because I had been with Startec long distance. They stated that I had phoned them up in March and must have asked to be put on a bundle plan. I explained there was no way that could have happened because I phone the Middle East and Telus' best price per minute is .49 cents with is more than double what I pay at Startec.

The phone call I made in March was to have my deceased father's name taken off the bill and have my name put on instead. I had requested that change three times already - but it hadn't happened. Now the bill comes in my name...and with $1200.00 worth of long distance. We are still trying to rectify the situation. They tell me I will have to pay but they will give me the best rate they have. This is unacceptable, it was NOT my mistake and NEVER my request.

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7:41 am EDT
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TELUS they screwed me in an internet promotion

In late 2007 I ordered an internet promotion from Telus. The web ad showed a picture of a choice between a computer with flat screen monitor or a notebook in return for a three- year contract. I have a computer with a regular monitor and decided to upgrade. I applied for the service. The service that I already had was cable internet month-to-month and was $5.00 cheaper, but the new computer with flat screen justified the extra expense and contract in my mind.

They sent the modem and months went by with no further communication with Telus. I went on holiday until mid-March and returned to an email sent to my Yahoo account, telling me that I had to go to the Telus website to confirm delivery address for the new computer. I tried and failed to access the page using the information sent. I called Telus and received assistance from one of their agents, Greg. While on the phone with Greg, we discovered that I had not been sent a username and temporary password from Telus to access my Telus email account and so had been unable to respond to any of the emails regarding the service sent to me by them. They had been corresponding with me at that email address for several months. He rectified the situation and credited me 3 months as I had been unable to use it the service.

We confirmed delivery of the promotional computer and I received it on April 1st. When I opened the box I discovered that the unit had come with a conventional monitor and on April 2nd sent the following email:

“I'm sorry Rebecca. There must be some mistake. I received the computer but it was supposed to be a flat screen monitor and they shipped a regular monitor.

Please tell me how to get the flat screen.

Thanks a lot.”

By April 8th I had not received a response to my question and sent the following email:

“I have not received an answer to this question that I sent to you on April 2nd. Is it maybe because that someone at Telus doesn't want to deal with it?

Please respond asap and include a copy of the promotional web ad that I responded to (with photos). I don't understand why I would contract to pay $5.00 per month MORE for telus internet (and a three year contract), as opposed to month to month cable internet when the promotional product supplied comes with an obsolete screen that I believe is not even manufactured anymore. That wouldn't be very smart, would it? I was under the impression that I had a choice between a notebook, or a computer with a flat screen.

I'm eagerly waiting to resolve this.”

That was the beginning of 6 weeks of total frustration. First “Ramona” responded the same day with this email:

Hello Cheryl

I apologize for the delay in responding to your April 2nd email, currently we have a high volume of emails and are slightly delayed in responding.

We can no longer send you the link for the offer that was online since it is now expired and has been removed from the website. Below you will find the specifications concerning the PC offer you requested. When the PC was ordered you have the choice of upgrading to flat screen monitor, the cost of the upgraded flat screen was $269.00 and it had to be ordered at the time of redemption.

Lenovo 3000 Desktop Computer

$5/month for 3 years

Model only available with TELUS offer

AMD Sempron 3400+ processor

512MB RAM

80 GB SATA hard drive

Windows Vista Home Basic

17" CRT monitor, mouse, keyboard

CD-RW/DVD-ROM combo drive

1 year manufacturer warranty

Network Card (NIC) (not wireless)

value $628

Optional upgrades to desktop

512MB RAM (total 1GB) - new $54.95

DVD-RW - $134

19" widescreen LCD monitor - $269.00

Later that day “Suzanne” responded:

Hello Cheryl,

I apologize for the confusion with the monitors. The way it was explained to you, is how it is for all of our customers who have ordered that promotion. The only time a client will receive a flat screen monitor, or any other upgrade, is if they make that request at the time they redeem the offer. They also have to pay the required cost associated with the upgrade as well.

Thank-you for your email inquiry.

Here was my response, also sent on April 8th:

Nothing was explained to me at any time. This entire exercise has been totally fraught with frustration. No one ever contacted me and in fact, were sending emails for me to a telus email address that I was not given a username and password for until last week. Check my file.

The online ad showed a computer with a flat screen monitor. That is why I switched from cable to Telus internet.

I feel that Telus has conned me into signing up for a more expensive internet service than the one I was already on, by showing the computer with a flat screen monitor. I would like this situation to be rectified please. I already have a computer with regular monitor and have no need for another.

Thank you

April 14th I had still received no response so sent the following:

I am still awaiting a response to this email that I sent on April 8. I feel that the customer service needs working on.

Thank you.

April 16th I received this response from “Elaine”:

“Thank you for your e-mail.

I have reviewed previous correspondence regarding this.

I'm sorry, but, the 17" CRT Monitor is what was advertised on our website (as follows):

_____________________________

Includes 17" E773 CRT monitor (not LCD flat screen),

keyboard & optical mouse

1 year warranty with Dell Technical Support

AMD Sempron 3400 + processor

Windows XP Home Edition

Microsoft Works 8 (does not include Microsoft Word)

80GB hard drive

512MB Dual Channel DDR2 SDRAM at 533MHz - 2DIMMs

16X DVD-ROM Drive

Includes NIC (does not include dial-up internal

modem or wireless NIC)

Retail price $529 (subject to change by Dell)

BC & AB customers will need to enter a credit card #

and AB customers will be charged a $22 ECO fee + GST

during offer redemption on the Dell.ca/telusoffer

site.

_________________________________

We do not have any way whatsoever to get you the flat screen monitor.

Firstly, to get the flat screen monitor, customers were required to pay an additional $269 via their credit card at the time of redemption and, secondly, once the computer is ordered, there would be no way to revert back (to Dell or TELUS) in order to request the flat screen after the fact. The promotion is now completely closed and Dell will not honour this request.

I'm sorry that you feel that TESUS' intent was to trick you into switching to TELUS for internet service. Our intent with this promotion (and all of our promotions) was certainly not to trick customers into switching from competitors to TELUS. The computer was a bonus gift for agreeing to a 3 year term on our High Speed Enhanced service.

I do not have access to a picture of the computer promotion ad as it expired long ago. However, if you require, I can check with the Marketing department who may have this information available to print so that I can send it to you via mail.”

My response the same day:

“Hello,

I did not receive a Dell computer. I received a Lenovo computer. And yes, I would like you to check with the Marketing Dept. I would like to see the web ad.

Thank you.”

Later the same day I received another stock response from “Jessica”. My response the same day:

It's very hard to believe that a communications company would have so much trouble communicating with someone.

I am not interested in going around and around with different agents sending me the same response.

Here is the latest one that I received:

"Hello Cheryl

My name is Jessica and I will be taking care of your request today.

We can no longer send you the link for the offer that was online since it is now expired and has been removed from the website. Below you will find the specifications concerning the PC offer you requested.

When the PC was ordered you have the choice of upgrading to flat screen monitor, the cost of the upgraded flat screen was $269.00 and it had to be ordered at the time of redemption.

Lenovo 3000 Desktop Computer

$5/month for 3 years

Model only available with TELUS offer, etc, etc, etc

Regards,

Jessica

If you will read the text below, and my file, you will see that we are far beyond the stock response above.

I am now well beyond any patience that I had with this situation and expect a resolution by Monday, April 21st, or I will be filing a complaint with the CRTC over what I consider are deceptive business

practises.

A phone call would probably be in order, or at least dealing with the same agent instead of multiple ones.

Maybe you should just tell me where to return the computer, monitor and modem and we can cancel the contract. This whole exercise has been filled with miscommunication and misrepresentation. I don't want to deal with incompetence anymore.

By April 22nd, I had still received no response from Telus so I sent an email asking where to return the computer and saying that I wanted to cancel the account. Received a response from “Janet” advising that she was forwarding my complaint to the Customer Loyalty and Retention department.

I spoke to 8 different agents via email over 3 weeks. I received a stock response from most and multiple responses from the same email! Not one followed up and one wasn’t even talking about the right make of computer that I received. I requested several times to deal with only one agent and was ignored.

I thought that finally I would be able to speak to the same person more than once and resolve the issue. On April 30th I called the 866 number that I had been given and spoke to “Farzana” in the Customer Loyalty and Retention department. After speaking for quite a while she promised to have someone from promotions call me and told me she would call me back asap to update me. She said it might take a while and asked for my patience.

By May 13th, I had still not heard from her and again called the 866 number. The person answering the phone would not connect me with Farzana, even though she was there. I asked for Farzana’s voicemail to leave her a message and was told that she didn’t have one. She said that Farzana had to receive permission to speak to me directly and would get that permission and call me back later in the day. Guess what? I didn’t get a call.

It’s beyond belief that a communications company would have such difficulty communicating with its customers. I am way, way past the point of attempting to resolve this issue with Telus and now only want an address of where to return the computer and modem and for them to cancel my internet account at no charge to me. Please help me.

Update: It is now June 15th. The computer is still sitting in a box in my living room. The CRTC can't help me with my complaint. I am now waiting for the results of a Better Business Bureau investigation, but we all know Telus doesn't care about that.

I guess I will be keeping the crappy computer and paying the extra $5.00 per month for the duration of the three year contract because I won't be paying to cancel it.

However, for the entire three years I will be telling absolutely everyone that I can speak to about this situation and Telus's response to it and the second the three years is up I will be cancelling not only the internet account, but also my landline and I will deal with ANYONE BUT TELUS.

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ytrebil
, CA
Nov 30, 2009 1:56 pm EST

After I'm done with my 3 year contract that telus talked me into, I am completely finished with them. They made it sound like such a sweet deal and told me I was recieving a FREE gift. Later I find out that it's not actually free, I'm paying extra on my bill which adds up to almost $400 for the computer. Whenever I try to talk to someone about it, they say "well $400 is a great price for a computer!" Yeah, but it's not Free.
We just bought a home and I wanted to do a whole bundle deal with sattelite tv, phone, and internet. Well, I can't get the bundle price because I'm still on the 3 year contract. I have 5 months left, and have been a customer for over 15, I've always paid my bills on time, and they will not budge. Sorry, that's a lie, they took $2a month off my bill. So I said that I would have to switch companies because I had found a better bundle deal elsewhere, and I was told that I would have to pay$487 for breach of contract. Telus is a scam. They tell their employees to twist their words to make things sound good. I'm looking forward to the day that I can tell them to cancel all service.

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I Hate Telus
Saskatoon, CA
Mar 27, 2009 11:52 am EDT

I don't think Jessica is a real person. I also got the "My name is Jessica and I will be taking care of your request today" email and it sounded like a machine wrote it.

In my case, I was paying Telus about $2.50 a month to have a second listing in the phone book. (Because we happily switched phone service to Shaw, but they could only provide 1 listing. There are 2 in our household, so we had to pay Telus for this second listing.)

Instead of paying this small amount every month, I pre-paid about $20.00 to have a credit balance. But then we moved and I asked them to close this account and issue the credit ($17.82). Well, it's almost 3 months later, and I keep getting my monthly bill with the credit being sucked up by this monthly charge.

The last email I got, this is the one from Jessica, said:

************************************
My name is Jessica and I will be taking care of your request today.

Thank you for your email. Our records indicate that you have contacted our Customer Care and Sales Department and they have taken care of your situation. If you require further resolution please advise.

The tracking number of this message is: 7812148

Thank you for taking the time to use our online service. At TELUS we appreciate your business and invite you to visit http://telus.com for all of your communication needs.

I trust this email satisfies the reason for your contact with TELUS today.
************************************

The funny thing about this is that "Jessica" is correct. I have *repeatedly* contacted Telus's so-called Customer Care dept. The consistently denied that this account is even theirs! (Funny, it keeps coming to me from Telus, on Telus bill stationery.) They said it was the fault / responsibility of Yellow Pages Group. They said, no, it's a Telus account.

Oh, and I previously had a BIG problem with Telus a few years ago when I signed up for high-speed internet service. They sent hardware and software, but the software had a warning that it could compromise my computer's security. So I sent it back to them and said "No thanks."

They said (actually, I'm sure it was Jessica then, too) that I'd agreed to a contract, and whether I returned this crap or not, they would charge me.

TELUS IS EASILY THE WORST COMPANY I HAVE EVER DEALT WITH. I'M SO GLAD I'VE NOW MOVED OUT OF THEIR SERVICE AREA. TELUS IS SO BAD THAT THEY ARE IN A CLASS ALL BY THEMSELVES FOR AWFUL CUSTOMER SERVICE. YOU CAN'T EVEN CALL IT THAT, BECAUSE IT'S NOT EVEN CUSTOMER SERVICE -- AWFUL OR OTHERWISE!

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Josh
,
Jul 02, 2008 12:37 pm EDT

They screwed me too. I signed up for a 3 year contract to get a computer or a $400 credit for a new computer at dell. Months went by and I received no code for the promotion, called them like 5 times about this saying "its on its way" then after a year they said it was no longer active so I was screwed so they were just paying me lip service until the promo ran out and screwed me with a bait and switch but now im stuck in a 3 year contract with nothing. Telus can go to hell and their slimy customer service reps.

ComplaintsBoard
W
6:02 pm EDT

TELUS defective product, worse service

I bought a lg chocolate from telus (bc tel mobility). returned in in 2 days, was scolded for being an impulse buyer (my daughter and I had looked for 2 years) and was berated and told I didnt know how to operate it. she replaced the battery and sent me on my way.
said phone again died completly with in a month of purchase, and was sent away (for 6 weeks) for repair.
the say phone died again, and I am awaiting return of it. I purchased it and in 20 weeks I have only had it 8 weeks.. the rest its been in repair..
sickening service, from the 2nd day til now..
my advise stay away from lg product and telus service.. sincerly william

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fake, US
Dec 04, 2008 2:44 pm EST

WHAT EVER MAN THESE GUYS NOW THER STUFF ESPECIALLY THE VERNON CREW THER ROCK THE OKANAGAN.

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Bianca
,
Jul 15, 2008 8:40 pm EDT

This has NOTHING to do with Telus' sevice! This is them having to send the item to a central repair location and your phone is in queue, sorry, but you have to wait your turn, as you do in your everyday life! It is a well known fact, if ONLY you had done SOME research, that the LG Chocolate phone, both slider and flip, are absolute pieces of crap, so you have no one to blame but yourself. Just b/c a phone seems great, you must always research it's user's feedback, both online and in store. Sorry man but you are sour for your own fault!

ComplaintsBoard
K
9:49 pm EDT

TELUS bad customer service and billing!

I am writing to inform you that I have (re)contacted the CRTC regarding my dissatisfaction with Telus customer service. I had really tried to give Telus a chance to address my issues and have made repeated attempts to dispute service and/or charges. Your "final" bill clearly illustrates how Telus will try to manipulate numbers (like not crediting for lack of modem for a month, or charging for equipment that I returned, etc) in order to squeeze every last dime out of their customers, a sure sign of desperation.

As I have mentioned to you in an earlier correspondence, I not only dispute owing Telus that amount, but I would refuse to pay even if I did. What gives Telus the right to "breach a contract" (I say in quotes because, obviously, there was no contract, only your word which meant nothing although I do have an email) and then expect payment for it? Insane. I have on file all correspondence and the bills to go along with them, so if this amount is worth your bill collectors time in court, and the amount you would collect should they proceed, then do what you have to do. I'm not too proud to make it public. Do you realize that while you are sending collections after me, your reps are phoning to offer Telus services? What's wrong with this picture?

While we're on the subject, I am officially notifying you to place me on the "DO NOT CALL" list. I never want to receive another call from Telus. I told your rep this and I still got another phone call. I will consider further calls harassment.
I have not yet distributed the email address that I set up for Telus complaints (just word of mouth at this point, as I have encountered many people dissatisfied with Telus), because, honestly, do you think I enjoy wasting my time on Telus? Is this really worth your time?

So don't pretend you're concerned with customer service, Telus. You must spend millions on graphics-heavy advertising spewing lies like, "The future is friendly, "and yet you nickle and dime the people you claim to serve. Is this to pay for the advertising? Do you not see the gap in logic there? I'm sure the CRTC will contact me to see if you have tried to come to a satisfactory conclusion (they did the last time) so I guess it's up to you what I tell them. If you wish to contact me, you can reply to this email - no phone calls, not only for the above reason but also because I want a written record. I will keep this correspondence on file for CBV, CTRC, and whoever else is interested.

Sincerely,
Kelly Litle.

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11:50 am EDT

TELUS scam billing!

My contract ended January 25, 2008. But Telus mobility will keep billing you, unless you phone them to tell them that you are ending your service. Even though the contract is over, and when you were contacted by their customer service people trying to sell you in another plan. I told them I would not waste any more money on Telus mobility.

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Telus sucker
Vancouver, CA
Mar 20, 2009 1:22 am EDT

TELUS extremely SUCKS...
I have switched telus phone line to shaw cable since Jan 12 2009.
But Telus sucker still sends me bill for the pone line.

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Aleta
Winnipeg, CA
Mar 18, 2009 10:49 am EDT

The same here too. I closed my account on 2006, but Telus didnt stop billing me until 2008. I think someone must check what this company is doing. After all they just say sorry and even not willing to explain what happened. I am really disappointed and can't accept such a blunder on this century. We may need the CRTC to review this complaints and do something to the Canadian people who are trapped by the 3, 2, 1 years contract agreement with Telus.

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telusrock
Burnaby, CA
Feb 08, 2009 1:18 am EST

OMG! U SAID U ARE HAVING THEIR SERVICE AND THEY ARE CHARGING U? HOW EVIL IS THAT? Are u stupid or what? u are using their service and of course they will charge u. i am sorry for ur parents, i dont even what they would think if they saw what u type in here, they must be sad that why their son is so stupid

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10:45 am EST

TELUS free phone offer

I received a call from Telus offering me a free phone. The reason for the offer was that I wasn't using my minutes. Therefore, they told me I would get a new phone for a family member or friend with no added cost plus wave the activation fee. Just pay the monthly fee that I am paying now. However, after contacting the local outlet I was informed that my monthly fee would go from $30 up to $80 per month. I am locked into a 3 year contract which I cannot be released from without paying $360. I am trying to contact Rob Durham at Telus.

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12:00 am EST
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TELUS - terrible service and rip offs!

I've been a customer with Telus for over 6 yrs now. Just last November I decided to buy a Blackberry because it is essential for the industry I work in. Approx three days ago I discovered my charger wasn't working. I took the phone in to a Telus Service Center at Portage Place in Winnipeg. I was told the charger portal on the phone was damaged, they'd have...

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12:00 am EST

TELUS 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

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12:00 am EST

TELUS 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!

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TELUS In-depth Review

Overview: TELUS is a leading telecommunications company that operates in the industry of mobile, internet, and TV services. With a rich history and background, TELUS has established itself as a reliable provider in the market.

Services and Products: TELUS offers a wide range of telecommunications services, including mobile, internet, and TV. In addition, they provide home security, smart home solutions, and business solutions, catering to various customer needs.

Pricing and Plans: TELUS offers detailed pricing options for different services and plans, ensuring transparency for customers. Their pricing is competitive when compared to other providers in the industry. Moreover, TELUS provides flexibility and customization options for plans, allowing customers to tailor their services according to their requirements.

Network Coverage: TELUS boasts a reliable network coverage that is comparable to other major telecommunication providers. Their services are available in urban, suburban, and rural areas, ensuring connectivity for customers across different locations.

Customer Service: TELUS is known for its exceptional customer service quality and responsiveness. They offer multiple support channels, including phone, chat, and email, ensuring that customers can reach out for assistance easily. TELUS also maintains a quick response time and high resolution rate for customer inquiries and issues.

User Experience: Navigating the TELUS website is a breeze, thanks to its user-friendly interface. Customers can easily manage their accounts and make bill payments online. Additionally, TELUS provides mobile apps for convenient access to their services on the go.

Customer Reviews and Ratings: Customer reviews and ratings from various sources indicate a high level of satisfaction among TELUS customers. Positive feedback often highlights the reliability of their services, while negative feedback may revolve around occasional service disruptions.

Innovation and Technology: TELUS is committed to innovation and technology advancements. They continuously introduce new services and features to enhance customer experience. TELUS also embraces emerging technologies such as 5G and the Internet of Things, staying at the forefront of industry trends.

Corporate Social Responsibility: TELUS demonstrates its commitment to corporate social responsibility through various initiatives. They prioritize environmental sustainability practices and actively engage in community involvement and philanthropic activities.

Conclusion: TELUS stands out as a reliable and customer-centric telecommunications provider. With a strong network coverage, excellent customer service, and a commitment to innovation and corporate social responsibility, TELUS is highly recommended for individuals and businesses seeking top-notch telecommunications services. Overall, TELUS receives a high rating as a telecommunications provider.

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Phone numbers

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