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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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2:42 pm EST
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TELUS poor customer service

I called Telus on Dec. 15th to make a payment arrangement on my balance. I was told I was not eligible for a payment arrangement. After several transfers and more holding, I finally decided to just cancel the service. Again, a few transfers and more holding and I finally got to speak with Loyalty expert, Linda. Linda arranged a discounted billing and payment for my outstanding balance - (to be paid on Jan 18)
I recently got my bill and the discount was not reflected.
Dec 29th - spent 1/2 hour on hold with Adam and Matty - I again tried to explain what was going on, nobody seemed to know what was going on. I again tried to cancel the service and ended up hanging up. Matty promised a discount and an email confirmation. Which I already received from Linda.
my account # is [protected].
A desirable resolution would be a further discounted service, an apology and a flat screen tv.
I have been in customer service all of my life, and this behavior/atitude is unacceptable. I have been pleased with the service up till Dec. 15th.

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6:54 pm EST
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TELUS I am complaining about your sales representative cheating

I was walking at Southgate Mall, Edmonton, Alberta.
There was a sales promotion open booth, a female sales agent introduced herself as Kimberly providing me her phone number as [protected].
I had a Shaw Home phone and Internet (150/15) connection and when she asked me how much I am paying monthly, I told her I am paying approximately an average of $ 135.00 per month.

Then, she offered me High speed Internet + PiK TV + Home Phone (-$6 ) bundled discount of $80.00 per month with no installation fee, month to month service (no contract), first month only pay $35.00. These were hand written on a piece of paper (see attached). It was agreed that Telus would follow the appropriate procedures for cancellation of the Shaw Plan and retention of my original home phone number [protected]).

I was happy to agree and sign to these conditions because they agreed it would lower my monthly bill in comparison to Shaw. These conditions were appealing because I recently underwent a major brain surgery and am unemployed. On Dec 02, 2017, the service technician came home and installed everything.

On Dec 13, 2017, I received an e-bill for Home phone + PiK TV + Internet of $220.98 Pay by Jan 03, 2018.

In view of the above bill, I called the sales representative who gave me her phone number and name (Kimberly [protected]) but the call was attended by another lady who told me that this number belonged to her and name is not Kimberly.

If you can trace the sales representative, please ensure she is given some corrective action so that other poor people will not be cheated.

Thank you,
Johnson John

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10:15 pm EST

TELUS telephone service

My internet has shut off randomly again
The last time this happened you guys took 2 weeks to fix it. I had 3 people come here to try and fix it. I don't know why it took so long to get a key. I've called and now I've been waiting for a half hour just to talk to someone. This is utter crap and I'm about to switch providers. I'm appalled by this disservice.

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6:51 pm EST

TELUS email account

My wife and I sold our business in 2013. At the time of the sale, the purchaser agreed to open a new email account for the business as the email we had used for years included private and personal information. As the transfer of business was being done I tried to access my email and was blocked. As it turned out, Telus transferred my email account to another party without my consent or knowledge. When I confronted the new owner, he said he would take care of it. The next day, he informed me that everything was straightened out, however, because of the changes the password was changed. He gave me the new password and everything worked fine. I had no reason to doubt him and continued to use the account. Suddenly, 3 years later I get blocked from my email account. It turns out that the email was never transferred back into my name and that I have been using his email account. I am furious. First of all, how can Telus just transfer an account without permission? Isn't this against the law? It should be. When I talked to Telus they say there is nothing they can do because of the rules. Where were the rules when they transferred my account originally?

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6:35 pm EST

TELUS home service tv phone and internet

I spent approximately 1/2 hour with David with Telus at Seven Oaks Mall Abbotsford arranged time for service TV and Internet granted a free TV and got the pricing all looked like it was in place installation was all arranged. He told me to contact Telus so I would close out my Dad's account previous customer. Followed up on Monday spoke with Joyce to close account and then had discussion on the new account I didn't qualify for the TV and quoted different rates. She then advised me that David is an agent and doesn't know I made it clear agent employee they represent the company and this is unacceptable. So asked to speak to a manager and Harmat (?) did call me I wasn't at my desk at the time and I returned his call phone number [protected] local 1931499 since then I have not heard a word. I was working on moving my cell phone business from Rogers to Telus. I spent a lot of time figuring pricing and the different plans and then I finally make arrangements and get different stories and then to top it off no return call from the supervisor who had my cell and office number.

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8:34 am EST
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TELUS service.

I tried getting telus internet. I had a appointment on oct 18, a technation came said i had a problem with my fiber cable they would have to get a thrid party invovled. So i said ok. On oct 31st i still havent heard from them so i decided to call for a follow up. When i called they said they still havnt submited paper work for it, they said they would call me back in 48hrs. I final got a call from telus on nov10 saying we final fixxed it. Do you still want internet? Worse service ever it took TELUS over three weeks to fix a problem to get a new client. Mean while i called shaw and it took then less then 24hrs to hook up intrenet.

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12:57 pm EST
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TELUS mobility service migration to an employee corporate account (epp)

My husband and I have a consumer mobility account with Telus. Our 3 year contract ended Nov 9th. I recently learned as an AHS employee I can migrate our account to an AHS special offer for employees. The account is in his name and needed to be changed to my name.

So in early October I started the process and called Telus to switch to the EPP. I was told I would need to wait until Nov 9th and was provided with a phone number and an email link to complete the process on Nov 9th. On November 9th I called the phone number I was given and was told my husband would have to call in and authorize his permission that I leave our account. I would have to set up my own account. This agent was very unknowledgable and put me on hold several times and was asking a colleague several questions during the course of the call. My time on the phone was 30 minutes. Next, my husband called the number were given in October and was on hold for 30 minutes. He hung up and dialed 611 and was on hold for 40 minutes the second time. Finally an agent took the call and made notes that I had permission to leave the account and/or adjust anything on the account. Meanwhile I dialed 611 on my phone to arrange for completing the migration. After 50 minutes an agent answered the phone and informed me the process I was given was incorrect and I would need to call the original number I was given the next day and arrange for process to be done. He also took notes that I had permission to manage the account we currently had. Today I called the initial number I was given and was told I was given the wrong information and I did not need to leave the account at all and that my husband just needed to call Telus and have the name of the account switched to my name with me as the primary and then I could go into the link and complete the migration. My husband called 611 this morning and was on hold for 30 minutes before an agent answered the phone. He requested the account be moved to my name and we were told this is an entirely different person on the account and a credit check would need to be done and a $35 dollar charge would be applied on the next bill for this. I was beyond frustrated at this point and explained what and why we were doing this. The agent transferred my call to corporate care and the process was pretty simple at this point. The agent created a new account under my name, confirmed my employment via a letter I sent to corporate care the night before, took my drivers license number for a credit check and then migrated both phones into the bring your own device plan. All in all we have spent a good 6 hours doing this process and were given wrong information by many agents and were on hold waiting for agents for multiple hours. This is insane. We were also given misinformation regarding the hours of the corporate care department.

I feel Telus is extremely arrogant when it comes to the service they provide. I was even told they had over 3 million customers and they do their best. It would be very refreshing to see more competition in this industry.

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4:19 pm EDT

TELUS fraud of money

Hello, I am international student, I Took Telus internet home service, While enrolling for service my plan included a 50 dollar gift card, which I never received in-spite of reminding them again and again they kept on saying its dispatched, I lost hope in getting the same after some time . I kept the connection for about 11 months, while clearing my account for the final time I spoke to customer care personnel on phone and told him about the story, He said he will apply credit to my account and I will receive that cheque of 50 dollars for 11 months with the return box for router in which i have to mail hem router, I received carton box to return my things in 7 days, but it has been 2 months since that still i didn't received my money / cheque.
my email address is [protected]@gmail.com
name:chetan, contact - [protected]
telus account number - [protected] 8

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4:36 pm EDT
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TELUS not advised of non refundable policy

October 20, 2017 @ 2pm at Eastgate Square, Hamilton, ON

We were requesting a prepaid plan for my mother to use on an phone from a different carrier. Employee said we would need to pay for Sim card and he informed us that paying for a one year of prepaid plan was a better option, which we decided to do. After the transaction of $135.60 he pops open the back of the phone and says the current Sim card is for Fido and not compatible. I asked for a refund of the $135.60 and he then told us that the payment of $100 for the prepaid plan was not refundable. This was not mentioned at the time of the transaction.
We asked to see the manager who then informed us, in front of other customers, that we did know about the non refundable and agreed to it.
We had never spoken with the manager until this time. We did not at any time know of the non refundable policy nor were we told about it in advance. If we had been we certainly would not agree to spending over $100 on a "chance". We were told by Harry M. (the acting manager) again in front of other customers that it was our problem.

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12:59 pm EDT
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TELUS staff member

Today Wednesday October 18/17 - noticed an asian man enter the building using an access card, went passed my office and used the washroom, then back passed my office to the elevator to P1 for less than 2 minutes and up again the elevator to the lobby and left the building.
I am guessing this person had no business in our building, he came in to use the washroom etc. He had a backpack on him.

I have deactivated his access card for security reasons.

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10:07 am EDT

TELUS telus home internet

Hi my name is Randyn and I am complaining about my home services that keep being disconnected after I’ve paid the bill on time or early, then charged twice for a reconnection fee of 45$ customer service has not helped nor have I been able to get through to them while waiting 45-1hour and 30mins not pleased and would appreciate some help in this issue

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3:09 pm EDT

TELUS tv/internet/home phone

Me and my family have been long time Telus customers when it comes to Internet services and sometimes TV and home phone if we ever find a need. We moved about a year and a half ago and had we signed up for a new 2 year agreeemdnt for TV/Internet/home phone package with a free TV. To start, we had to reschedule the service appointment like 3 different times and due to it, we had no internet for over a week in our new house. We were promised a $100 service credit when we sign up which we did not receive. Multiple times throughout our agreement, I’ve experienced one person telling me one thing and being told a different thing from someone else (will record every phone call going forward now with you guys) 18 months into our 24 month agreement, our family has decided that our monthly bill of $160 is too much especially since none of us watch cable TV or use the home phone. I called Telus customer service to inquire how much it would cost to cancel, I told the girl I am aware that I am in an agreement with you guys and would like to know the price of what it would be to cancel as $160 a month was becoming too much. The girl told it would cost around $70 to cancel and I told her that is fine with me and I cancelled the service. A few weeks later, I receive the $70 bill which I have paid and then a month later, I receive a bill for $300 for an early cancellation. I called to inquire about the new charges and apparently the $70 is a separate cancellation fee for the services and $300 is for cancelling early after receiving a free TV. What really frustrates me is that why didn’t the girl tell me about the other charges when I called? If I had known it would cost a total of $370 to cancel, I would never had cancelled. This is very poor customer service and I even spoke to a manager who did nothing to help. He told me that it’s my responsibility to know of these charges when I signed up. I am aware that there will be a cancellation when I cancel but when I call specifically for the reason to find out the total of how much it would cost to cancel, you would expect a big company like you guys to tell your customers how much they will be paying. If your customer service representative made a mistake and only told me about the $70 then you guys should correct your employee’s error and not punish your customers for it. I’ve never been treated like this by a company as bad as you guys and I would like to talk to somebody to resolve this as I have spoken to a manager and offered no resolution to my situation.

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1:54 pm EDT
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TELUS damaging customer service

When I spoke to a Telus supervisor about a fraudulent case against me, whereas the culprit had placed a "moving request to Telus", I explained this WAS NOT me, and they shouldnt wait for another month to act and cancel all services immediately as it is all fraudulent, and after several minutes of explanation the supervisor decided to waive the charges that were against my name for an address somewhere in Edmonton.
I have just been called by a collections company (MET Credit) seeking retribution for the amount the fraudster incurred using my name!
What the hell, Telus? This is damaging to my credit and needs to be immediately resolved!

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1:23 pm EDT

TELUS customer service

Good day
My names jeremy kosowan
This was my first day ever as a telus customer and i am not impressed

My window for getting my Internet and tv set up was 9-11 am
Wen Sept 13 i got 2 phone calls and texts messages to remind me

At 1250 i got the first call form the installer he was gonna be half a hr to get to my place. Was not offer a apology for being 2 hours late even letting me know what was going on
Was just offered a excuse as to what happened and blame on other installers for not picking up my work order
I had taken half a day off work so i had already left for work by the time i got the call
I asked him to have someone form customer service call me to set up a time for Thursday the 14

That phone call never came i myself had to taken almost a hour out of my time at work to try and get my appointment for my products to be installed

Its nice that this installer first had the respect of my time to not phone me and let me know he would be late and then not follow through on setting me up with someone who could get me a new appointment

So when i get ahead of someone at the call center i am told i cant get a new time for someone to come out till Sunday
I protest that my services should be installed Thursday the 14 this was a mistake or a over sight that i get but i shoulndt have to forced to wait 4 more days cause of a issue a employee of ours caused

I spent nearly a hour dealing with two different people at the call center trying to get someone who would have the understanding to make sure I was made whole again
I had been a customer or shaw for 14 years i am someone who is loyal when treat right
My landlord company is paying the bill for this account i am not looking for something for free i just want my services hooked up on thrusday the 14 of sept

I was never once offerd to speak to a supervisor or someone who could make my request happen
I dont belive it is asking to much that my work order be placed as a priority on Thursday the 14
Jeremy kosowan

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1:57 pm EDT
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TELUS what's going on?

Hi I was offered a job by one of your employees in upper management in the dt Edmonton building sorting mail .this was a job offered o. A sexual nature this guy promised me a job 25.00 per hr full benifets .I was extatic I got this job offer I phoned my parents to tell them the good news .but this was far from good news the guy became weird and was playing a sick game if he couldn't have sex with me I couldn't get the job. He promised to wipe my telus account Dept so I wouldn't be embarrassed. This leaves a sour taste in my mouth that u could have someone so grimey work for you. I don't know what to do from here.my name Matthew James. Email [protected]@gmail.com

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Update by Matttvvv
Sep 24, 2017 2:47 am EDT

Can anyone help me in who to contact

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1:31 pm EDT

TELUS telus troublesome calls

This note is regarding a flood of calls (daily) from [protected]. We talked to a representative from Telus payment services on this line and she has assured us that we do not have an outstanding account balance. We were advised that the calls relate to a mobile service account. (As a matter of clarification, we do have a Telus mobile number [protected]) that is on a prepaid service - not a monthly billing account). We were told that our home number [protected]) is being auto-dialed by mistake. We were also assured the these calls would stop. The representative we spoke to introduce herself as "Paige". She was certainly very pleasant but unfortunately nothing has changed.
The 2nd call we made was to the mobile phone unit and we spoke to someone else "Erika", who also assured us that we had no outstanding balance and that she would have the calls stopped. She also was very helpful, but the next day the calls continued.

I am sure that someone from technical services can easily solve this issue and keep another customer happy.

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5:35 am EDT

TELUS cellular

My son and I are on a corporate account and when we were out of province he would call his girlfriend and let it ring once and hang up. She would then call back or they would communicate using Skype. I am checking with consumer protection but how can you be charged when the communication is not established meaning he was charged a minute even if the other person did not answer.

Thank you

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11:30 am EDT

TELUS telus customer services delay

HI, I have been trying to contact Telus about my mobility account. I called 3 days in a row and waited for 20 minutes or so each time. I wasn't able to get through. I also sent the an email and did not received any answer. I just want you to contact them so that they take this seriously and decrease their time responding to client. If I could reach them I would let them know myself but they are unavailable! Thanks

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4:20 pm EDT

TELUS unfounded referral to collections

I am filing this complaint because Telus has placed my bill with a collections agency although I was in process of speaking with telus in regards to incorrect billing for equipment that I did not have. Telus has sent my bill to collections prior to resolving the issue about the bill and prior to the bill's end date.
I have already paid the bill and resolved the issue with telus prior to the end date and the bill was already at collections. TELUS needs to handle their business better. Nobody needs to be sent to collections and have their credit rating at risk due to Telus negligence.

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2:16 pm EDT

TELUS about internet

I am filing this complaints against because they too my name Tony Goloman to credit collection for the money I do not owe. I don't owe this money due the following reasons 1. They capped my internet usage without consent . 2 They changed the price of my internet I was paying for internet service from $35 to $71 without my consent agreement.
I will appreciate if this matter is look into without involving CRTC Canada. Thanks. Tony Goloman. Account.[protected]

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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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Contact TELUS customer service

Phone numbers

1866 771 9666 +1 (416) 940-5995 More phone numbers

Website

www.telus.com

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