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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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1:48 pm EDT
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TELUS customer serivce

I had a LG chocolate spin cellular phone through telus. I bought it about a year ago and in the past week the vibrate would not work on the phone. I took it into telus and the lady working there, Colleen, starting fooling around with my phone. She 'acidentally' deleated everything from my phone! All my contacts, ring tones, pictures, videos... everything. I did not even have a phone number for my phone after she was done and I did not have service to my phone.

Telus did not offer me any compensation for thier mistake and left me with a phone that does not work. The only offer they made was that I could pay for a new phone even though they were the ones who deleated everything. Do not let anyone touch your phone without saving all of your contacts and any other information before hand. They are not technicians and clearly do not know what they are doing.

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Patricia Poston
, CA
Oct 06, 2009 1:25 pm EDT

We have had Telus for just under 6 months in Alberta and have had nothing but problems. We had pixelization on the TV as well as it cutting in and out showing nothing but a black screen. Programs would pause up to hours and a loud screech noise would happen periodically. On top of it all the telephone home line would make the TV pause and pixelize every time it was used. They had sent in some of their so called top repair men(rushman) and things only got worse each time one of them showed up. When we asked questions they tried to run us around in circles avoiding the answer. They must think people are really dumb not to pick up on that.

We had nothing but problems so we cancelled with them at no penalty to us due to all the lousy service. We were told to send back our items(DVR, remotes, additional recievers)and that someone would call us back to give us a reference number to put on the equipement as we mailed it via Canada Post. We never recieved a call back with a reference number so we sent it anyways because if they didn't recieve it by a certain time we would be charged for it. We then called the loyalty department, once again, to give them our bill of lading for the boxes we sent, since we had no reference number, so they could track the shipment and recover it as soon as possible so that we are not charged anything. Now they said they couldn't find our account and that we are supposed to wait four months for it to work itself out. Are they serious?! After three months of not paying for bills you are sent to collections! They are intending on doing nothing to find our equipement and hurt our credit score even with the bills of lading, our old home number with Telus and our name. You can't tell me that you can't find our account let alone the equipement with that information.

Now we are patiently waiting, once again, for Oct 10 to come along to see if they've done anything. That is the date of our billing period. Either we will be cleared and everything will be found, or they are gonna charge us. Does that sound fair to you?!

Never do anything with Telus. They're shifty and don't care about their customers at all and none of them are on the same page when it comes to the so called LOYALTY department. The only thing Telus is loyal to is making money at the expense and suffering of the consumer. We will be taking this matter further to a higher position then Telus if need be.

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DRU79
Calgary , CA
Aug 26, 2009 8:18 pm EDT

I am extremely choked with TELUS. I had my phone suspended due to exceeding my credit limited of 200 dollars. When I phoned ( Wednesday Aug 26 10 am and then again at 10:10 am ) in to may an inquiry on payment arrangements, I was basically given two options and that was it. I was a given pay today and it will be 197 to reactivate your phone or on Friday which is my pay day 297. If I didn’t pay by Friday night, they would close my account and charge me 600, and end of discussion. I tried to explain that yes it was my fault for missing the payment on the 19th but the Friday I be happy to pay the outstanding balance and the new bill on its due date, and apologized. I felt I was honest and was willing to corporate in anyway I could, within the limits I could.

I get paid on weekly bases and if someone would have listened to me, I was going to mention to pay this Friday what was overdue, and then pay the new bill the next Friday off, to bring me current. But instead the billing department once again chose’s not to hear and once again was very rude. I can’t figure out how you can Pride yourself as "TELUS the Future is Friendly" but when I comes to billing you treat them like dirt.

Explain to me why if I paid my overdue balance off this Friday of 149. And then next Friday pay off the rest with the first payment I would Drop my credit overage to under 200 dollars. I feel cheated and ripped off here. ! And on top of that mistreated. I must say that the only positive experience I have had was from your client care reps, but your billing agents wow need to know customer service and to listen, because I feel what I was offering was a lot to ask for.

I am not pleases and certainly passed on this experience to everyone at work which is a billion dollar company, and why would I not be surprised they all had something negative to say about TELUS.

I will however be taken this issue up with the Canadian Consumer Affairs and my Local MLA. I do feel TELUS was not so friendly with me and really truly feel that the Consumer affair group needs to know. When I got home I again talked to a Marco (I believe at 5:15pm, Wednesday Aug 26) and was told once again there was nothing he could do. When I did ask to speak to a manager I was told no, all he could do was fill out a form, in order to complain and have a manager assist me.

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12:55 pm EDT
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TELUS do not upgrade your plan!

Do not upgrade your telus mobility account even for a month!
I had two shared 30 plans and was going away so I decided to upgrade my account to the shared 40 plans for a couple of months as I was going to be using airtime away from my local area.
The telus mobility people told me that it was no problem and we could just switch it back when I got back.
I came back and they discontinued the plan that I had and told me that I could switch it back to the shared 30 plans but that I would have to pay more for the same services I was receiving before I left.
It seems that the contract that I signed only goes in the favor of Telus!
There is much more inconvienence with billing and interactions with the people on the phones but this is a word of warning to all.
Telus is like the banks...hands in your pocket constantly.

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8:04 am EDT
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TELUS scam and cheating

My problems with telus high speed internet started right from the day I signed up. First, they had to call me back because they didn't get all the information they needed. Next, they took a month to even send the gateway to me.

Everything went reasonably well until summer 2007 when I had been laid off and fell behind on payments. The line had been suspended, but when I did pay them off, it took almost a month to reconnect the line, and the agents at one point told me they may need to send a truck out to either my home or to the node to troubleshoot. This was too much.

I escalated to executive customer relations, where the agent was extremely courteous and got the connection active within a couple days and gave a free month of service to make up for the month I was disconnected and had paid for.

I later made another call, this time to retention, because I was going to be moving outside of their service area. They agreed to waive the cancellation fee, given there was no way that I would be able to take the service up when I moved anyway.

At one point the modem I had received randomly power cycle itself (So basically self-reboot). They got the new modem to me almost the very next day and I returned the one I had, no charges to the account. Same when the second went on the fritz. When the third started acting up, they sent me a fourth and I had forgotten to send the third back. They did charge for this, but I was told that the charge would be reversed if I sent it in as soon as possible. I ended up sending it and the fourth back at the same time and now about a year later, I still haven't been able to get them to reverse the charge, with people stating that they need the tracking number, a requirement that was never there when I returned the first two gateways.

I then went to the better business bureau, where telus showed me, as they had a couple times in the past that stonewalling seems to be the tactic of choice in their customer care departments, both regular and executive customer relations. Not only did they refuse to action something that should have been done nearly a year ago, they tried saying that they should add the ecf, flying in the face of the deal made with retention.

Telus has made it poignantly clear that they would rather look out for the almighty dollar than for customers repeatedly given misleading information, repeatedly stonewalled when issues arose and being told that the retention offer that was given would be revoked after the fact, showing a further disregard for customer satisfaction. On top of that, it would appear that this is universal across telus' different services.

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12:11 pm EDT
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TELUS overbilled

My 3 year contract was finished Telus Mobility in Ontario in June/08, I DID NOT have to renew with said company again, but because I was a customer of theirs since 1986, I thought that loyalty was a good thing in any business transaction, unfortunately with telus Mobility it, s NOT !
So my cell phone was worn out to the point that I couldn't read the screen anymore so I decided to sighn again on another 3 yr. contract. When I went into a Telus Store to renew my contract and get another cell phone, the associate asked if he could see if my contract as it was previousely written would still serve my needs. He checked a history of billing and said he could save my some money if he custom made another plan for my CURRENT needs, he went on to suggest a FAVE5 plan because I was using the same 4 0r 5 numbers all the time which was true, because they were family & close friends.
So he made other minor changes along with adding this "FAVE 5" feature that was going to save me the biggest dollars on my monthly bill, well unfortunately I was my first experience with this new plan, and I didn't remember the Telus associate stressing the impotance of adding in the numbers I called the most right away, and because I had not, I ended up paying full price for these numbers I failed to add in.My first bill after signing the new cantract and changes to the contract went from average of $150.00 to over $400.00, so I was shocked to read this so i made numerouse calls to Telus, no one was interested in hearing me, or helping me sort this out and said sorry, you were supposed to go to a website and add them in. I know I was partly to blame and I told them that ( a total of more than 6 calls) and who knows how many minutes going through the automated phone jungle of theires, but I also said I thought their associate had a part in it also, why didn't he offer to help me add them on that website emediately while I was at the Telus store, seems it would have been soo simple since I was the only customer in the store at the time.Ok so after many more calls to Telus and many more minutes or hours waiting again, I got the same answer, sorry it was up to you to add those numbers in yourself. Great, now my second bill comes in, it, s almost $700.00 now, i call some more, I get more voices blaming me instead of listening to ALL the facts, so now i drive to the Telus store and ask this time if the associate would help me add those 5 numbers in my FAVE 5 so my billing will go down, LIKE IT WAS SUPPOSED TO...so after his initial reluctance he ask's me for the 5 numbers and he said .. ok now, they are added in.
Finally, I think I have this thing resolved I get the 3rd. bills after sighning the new contract, now it's over $900.00, ok I call again, finally speakes to another phone rep. he says the best he can do, since he can only make adjustments on "ONE" monthes billing, he took $152.00 off. Um thanx, your too kind I said, now what about the other 2 monthes, no ajusting because he said I didn't report it right away, Humm, How many phone calls and waiting and trying to explain to these "SALES ORIENTED ONLY THINKING " phone answering associates does it take for them to actually LISTEN?
Now i, m sure you can read my frustration as I type, long story short, I tried telling them, when I went to tye Telus store to actually have the store associate add my 5 numbers, well he added them in the wrong box, he added them to a future numbers box, I waent back and asked for a copy, sure enough, he said he made a mistake, and for me to call Telus, he handed me a "customer " care..or non -care phone number., seems it was the same number i was calling all along in this going on 5 month fiasco. So, they still won't take any responsibility for their errors, and are adament that I take ALL the responsibility for the wrong that has been done, and now I tried to talk to them to make arrangements to work on paying down my bill, "or theires", because I don't have all the money to pay t off, so the last phone call to them, Mar. 31/09 they said if i can't make arrangements to pay it off in full over $(970.000), they are going to put me in collections, and I translate that to mean if i don't pay it all, they are going to ruin my credit report, now how is that going to help them?.
I guees they need to make examples of loyal customers of more than 23 years to show that no one messes with them !
I can't help but think, , , wouldn't it be easier to come to an arrangement or compramise (which is all I asked for through this whole nightmare), , , than to find and spend millions on advertising finding a "new" customer?

Very frustrated
Wayne Baillargeon

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5:49 pm EST
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TELUS can't pay my bill cause I lost my job

My husband and I both lost our jobs due to the economy and I called Telus Mobility to let them know that I had every intention of paying my bill but I couldn't do it until either one of us started to work again. Their response was to tell me that I needed to make a payment plan with them, which is ridiculous since I can't make a promise to pay them if I haven't got the money! I tried to reduce my monthly service plan down from $100.00 a month but they won't allow me to do that until I sart paying down the bill, but how can I do that IF I DON'T HAVE A JOB? I have tried 5 times now to speak with them regarding this issue and I keep getting the same crap from them and I am so frustrated and upset, they just don't care and are not willing to do anything to remedy the situation. I have been a client of theirs for over 8 years and have spent thousands of dollars with them and this is the 'cutomer support' (and I use that term loosely) I get. What can I do? I can cancel 3 of my phones with them but not until I make payments. What do I do?

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vancouver79
Vancouver, CA
Mar 14, 2009 3:36 am EDT

its a very tough situation but you would have to make some kind of payment arrangement, but you can definitely change your plan to a basic plan as long your not suspended already, they got the sweat deal plans going on for 17.50$, 200 min plus 6 pm nights and free VM so that comes to 17.50$ x 2 + SAF+ tax= 56.45$ for 2 lines. maybe get a line of credit from the bank and pay off the past due first if you have any and let them know you can make a certain payment every month.if you have good credit you can get a very good rate these days. its just like any other thing, for example if you don't pay your gas or hydro bill eventually they will suspend cut you off. imagine everyone called in and said they couldn't pay!.

hope this helps,

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HonestCanadian
Halifax, CA
Mar 11, 2009 2:34 am EDT

Please check out my complaint about Telus, as everyone will see soon. That certain companies are not our "Friendly Gecko" that Telus promotes.

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1:04 pm EST
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TELUS billing

About 2 months ago I started receiving calls from a collection agency wanting a credit card number to clear up a Telus outstanding bill. I immediately thought this to be fraudulent and told them to suck an egg. After a couple more calls from them I called Telus to find out what was up. After talking to a machine for about 20 mins., I was able to get though to someone that was going to check into it and call me back. I never got a return call, so after about a week I called again. I talked to machine for 20 mins. again and finally got through to a person who informed me that it was about a line that I had used for dail-up internet purposes. I know longer needed the line so I had it disconnected (2years ago). The bill for this line was aways paid by a preauthorized credit card. I told her I didn't know what the charges where for and I wanted to see the bill. I was told that Telus couldn't send me a copy because it cost $1.80 / sheet. They have since send a statement stating I owed them $57.62 or my other phone service would be cut off, but I still don't know what the charges are for. I placed another call and got the same answer. Pay or get cut off. They don't really care that they are about to lose a 30+ year customer(including A.G.T.) with a home service, business service (phone and internet) and 4 Telus Mobility accounts.

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ahamlyn
, CA
Nov 21, 2011 8:07 pm EST

Why do I have to pay to have a paper bill? I think this is the ultimate in customer scam. I only have access to a computer when I go out to friends or to the library. Why should I have to pay for a bill? When I called to ask they said "because that is the Rule". I was given a choice to either wait 24-48 hours for a manager to call me back or be switched over to a Resolutions Mediator. I chose the manager and am now waiting. I cancelled my other account with them and switched to a different service company because another problem of their own making was not resolved within 6 months of calls and "resolution".
I strongly feel that a company should not be able to charge a customer to find out how much the customer owes them each month. Is there any recourse for a customer to get rid of the charge and get reimbursed for past charges?

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Rogueturnip
Surrey, CA
Mar 06, 2009 5:40 pm EST

I got a "local adjustment" placed on my bill which I called in about and the first time was told it would be fixed. Second month it was still there so called again. Was told it's cause I left telus (16months ago!) and THEY didn't remove the employee discount so they are now correcting that. Disputed that this was their fault and they didn't even notify me of this so why should I pay for their mistake. Probably the time on the call with the different escalations cost them more then the charge. Told them that I will be cancelling my service so hope it was worth the little extra charge to loose all my business. Was told multiple times "Sir, we have over 1 million customers, we don't care".

Customer Service is #1, 933, 384 at telus

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3:15 pm EST
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TELUS bad service

I have ordered for Telus internet service on 31st of Jan 2009. I was told I will receive the modem after 5 working days, but I reveive the same on 12th of Jan 2009. From that I have been continuosly calling for atleast 2 hours a day and speaking to agents at Telus. Every time they say within 24 hours your service will start. But today on 15-Jan 2009 when I again called, the agent told me they will send a technician on 18-jan that is 3 more days for me to be without internet and phone. I am very much frustrated and am waiting for an interview call. I requeted telus from more than 5 days but they said our manager don't have time to talk to you.

I have wasted my 15 days calling Telus. Please file a complain again Telus

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zlf341
, CA
Dec 29, 2009 8:50 pm EST

On Oct 11, 2009, Telus has a promotion on Telus TV. it is a good deal (I have to say).

Before I sign the contract with telus tv service, I asked the sales several times: "I also need a Internet, but I am worry about the Telus Internet speed.",

The sales say it is okay, he gived a month free to try the Internet service out and he said if it does not work with me, then I can cancel the Internet service any time. and he also marked it on the contract. From the contract says there is no contract on Internet service.

now the bad things came, after I tried out on Internet service, I do not satisfied with the Internet service, the TV service is okay after several times fixes. so I decided to cancel the Internet service. I called Telus to do it.

They said I can not cancel the Internet service and keep the TV service, if I need to cancel I have to cancel both. furthermore, I have to pay the 120 dollar for breaking Telus TV contract.

From the contract, it says no contract on Internet, and sales said I can cancel Internet service at any time.

Right now they denied it, they charge me 120 dollar and asked me to cancel both TV and Internet.

They are a big lie

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zlf341
, CA
Dec 29, 2009 9:02 pm EST

I have waste one month with telus, and get nothing works but being charged, ,

Telus are very very bad

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2:16 am EST
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TELUS false information misleading customer

I went into a Telus store looking for a new plan because my contract with Rogers just expired. After looking into some plans and asking the sale rep. I've have decided to go with Telus. So I told the Sales Rep. I'll be back because I need to call Roger first to give them the 30 days notice and then come back to start my activation. But the Sales Rep. told me that wasn't necessary because if I activate my account with Telus now, Telus will transfer all billing from Rogers to them and Rogers will stop the billing right there and Telus will start billing me. After hearing that I was like WOW this is great. But guess what, one month later I got a bill from Roger stating I need to pay them the 30 days which I didn't recieve any service from them. I went back to the Telus store and demanded an explanation and the same Sales Rep. said he didn't mislead me, he was telling the truth and Rogers shouldn't have charge me. Since I'm no longer with Rogers, they will not deal with me and Telus won't give a credit because they said it's not their problem because it's Rogers fault. My problem with this is I specifically told the Telus Sales Rep. I will come back and give the activation date after confirming my cancellation with Roger, but the Sales Rep. told me that wasn't necessary because Telus will take care of the billing and assures me that Rogers will stop billing me the day Telus start their billing. Based on this Sales Representative's advice, I'm paying two months payment for the same month. I don't think that's fair since this Sales Rep. mislead me in believing I don't need to give the 30 days notice to Roger and therefore Telus should reimburse a credit for my Rogers's bill. I guess this is how Telus get their customer to sigh up with them, by lying to them.

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6:33 am EST
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TELUS terrible experience

My contract was up with Telus and I ordered a new phone, over the phone, and added their Spark 15 bundle which advertised unlimited web browsing. I received my first bill since the change which had an extra $13 for browsing. I thought it was a mistake so I contacted Telus and was informed that I could only go to certain sites with the unlimited browsing and they could not tell me where I could not go.

After I found this out I asked them to switch me back to my old plan as I had no way of knowing if I would be charged for visiting a particular site. They did this and later in the day I noticed my call display was not working so I called back. I was extremely frustrated at this point and asked how much it would cost to cancel my contract and was told $680. I was not informed of their termination policy and when I asked the account manager when I was told he responded when I signed the contract which I did not do because it was all done over the phone.

This account manager was extremely rude and when I asked to speak to another rep because I could feel myself escalating he responded with 'if you would stop being snobby and obnoxious I can help you'. I could not believe he said that and when I asked him how saying that to me was going to help to de-escalate the situation he again said 'you are being snobby, rude and obnoxious'.

I was very frustrated when speaking to him, but at no time raised my voice, called him names or swore. It does not exactly give you a could feeling when you are a paying customer and call a business customer service line and get verbally abused by the staff. I am not young, but sound younger on the phone and the rep may have thought he could get away with that which is still inexcusable. I did not realize that adults called each other 'snobby' I do not even know how you would qualify that.

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lili
, CA
Apr 16, 2009 6:15 pm EDT

Complete agree ! Telus' services is so terrible ! never ever use telus !

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telusrock
Burnaby, CA
Feb 08, 2009 1:12 am EST

So, ur not new to the cell phone, so should know there is always a penalty if u wanna break the contacts, same with every other thing that require u sign a contract. so i dont see why u think they are scamming u.

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12:25 am EST
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TELUS unauthorized charges

It appears that is one of the ways Telus makes a profit. They put $211.00 cancellation fee on my credit card. I phoned in October and they agreed it was an error and would reverse the amount. It is now December and the reversal did not come through. I phoned again and the credit had not been processed. The first person told me that I would have to call the credit card company and initiate a dispute. I finally got a supervisor who told me that she would process the credit and I would have to wait 4 to 6 weeks for the credit to appear.

A similar thing happened to my brother and it took six months to get a refund. If Telus does this to several thousand customers a month, they could be holding millions of the customers money. They use this money. At the same time they have interest and surcharges for everything that they do.

According to my records I only have 15 days left in my contract. According to their records, I requested a change in April and my contract does not expire until April.

Here is my plan:

1. Call the billing department and ask to speak to a supervisor. Refuse to get off the phone until the refund is processed. Do this every day until the money is refunded.

2. Call customer relations at [protected]. Keep calling until you are satisfied.

3. Followup with emails to [protected]@telus.com

4. File a complaint with the better business bureau. Very effective

5. File a complaint with Consumer and Corporate Affairs Canada.

6. File a complaint with your provincial consumer protection office.

7. Do what I am doing now and respond to as many forums and blogs as you can. I have scheduled two hours every night for this activity.

8. When you get your money - switch companies, Telephone, internet, TV and cell phones.

Post your successes to help others.

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11:01 am EST

TELUS unfounded date usage charges

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.

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Mississauga
Toronto, CA
Nov 22, 2009 12:27 pm EST

Me, my siblings and most of my friends started with a telus cell. Word has it "Telus is great". Now, it's just me and Telus, everyone-else moved on. Telus was VERY good to me (us) in the beginning but over time, they started to treat me (us) bad; then they got worst, and worst, and more worst with each passing year. It appeared to me they were only concerned with new clients, getting and keeping them; but then again, maybe it was just me. At a recent company meeting, an inquiry by a personnel looking for a good cellular company took us off topic. When asked, another personnel replied, "I don't know what to tell you. I've been with Telus for so long that they treat me bad now!" Roars of laughter bellowed, myself included, for a very long time. It turned out more than half the room was with Telus and everyone felt the same. It felt good to laugh, even better to learn that I wasn't alone. I’m thinking about changing service provider now too…word has it, Fido is good?

Anyway, for the rest of the Telus customers out there, remember, you're not alone...many, many, many others feel the same you! Just remember...
"WE ALL HAVE BEEN WITH TELUS SO LONG THAT THEY TREAT US BAD TOO!"
(Telus should adopt this phase as their new motto...would make a great commercial, at least an accurate one.) LOL

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Jules29586
montreal, CA
Nov 07, 2009 9:25 pm EST

I have had the same problem, for the past couple of months I was recieving bills from telus that were outrageous! 300-400 phone bills, (i am a student and obviously cannot afford these kind of bills, who can anyways) but the main problem was that when I would review my bill some of the things I was being charged for, I wasn`t actually using, or the features were not even possible on my phone, for example a `radio package`was on my bill one month for 15$...I called in and told the customer service woman that my phone is not even capable of recieving radio.
These kinds of things kept happening, until one phone call last month I had hit my limit, I knew there were atleast 6 things on my bill that I had not used or done. I once again called in to `customer service` and threatened to cancel my contract, because it was literally costing me more to keep the phone every month than to just end the contract.
The woman on the phone got scared and credited me 250$!
I was in shock, with the click of a button I had a 250$ credit, it was incredible.
If this does happen to you, dont let them push you around, they will make you out to be a liar and they will do what it takes to get the money from you even if its under false pretenses.
stick to your guns! and maybe you`ll be lucky! otherwise get out of the contract, its isnt worth the stress.

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Tammie Dowd
,
Nov 26, 2008 2:25 pm EST

I'm having problems with Telus Communications not mobility but they keep sending me a bill for phone number that doesn't exist any longer, I complain, send letters, fax and e-mail to no avail ... a full year and a half later I'm still getting charged !

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11:13 am EST

TELUS no response after repeted requests

TYelus is supposed to Activate my hjome internet line for my internet provider. Well it's been almost 2 months, and after repeated requests from my DSL provider they seem to be ignoring those requests. They've religiously charged me for "DSL line Maintenance" but without providing the service, I think that they're bitter about me going to someone else for my internet needs. They are a con job and have made me lose complete respect for their "future is friendly" slogan

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Kev
, CA
Dec 28, 2008 5:59 am EST

Well.. I hate to say the truth is the future is NOT friendly at all. Screw Telus and Fido/Rogers and their really sick animal TV commercials and junk mail.

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10:57 am EST

TELUS billing

I decided to switch to a different carrier and had two cell phone numbers switched from Telus Mobility to the new carrier 6 days before my Telus contract was up. They sent me a bill for $200.00 dollars for switching. I am told by a telus employee I know that they aren't supposed to do that, but they will try. The maximum they can charge is $20.00 per phone, so $40.00 NOT $200.00. I am going to go to the CRTC and anyone else who will listen. I am tired of Telus getting away with ripping people off. Has anyone else had this problem?

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leeloodallas22
Toronto, CA
Jan 25, 2013 8:45 pm EST
Verified customer This comment was posted by a verified customer. Learn more

My husband and I work in Alberta but reside in Ontario. We both have phones with Telus and since our contract was ending we signed up for a promotional plan (Promo 65+) in Medicine Hat while on our way back to Toronto. Please keep in mind that;
1. The plan included 200 minutes of Canada-Wide calling. Each.
2. We both have Ontario area codes.

Our first bill with the new plan arrives and there are long distance charges totaling $400. My husband calls Telus to inquire why we are being charged long distance when our plans include 200 minutes of Canada-Wide calling. The Telus representative explains that the Promo 65+ is only valid in Alberta, and because we have Ontario area codes, we are not eligible.

I was not present for the call but my husband was able to have the Promo 65+ applied to our Ontario area codes, though Telus would not credit our account for the erroneous long distance charges. I do not know if this was because my husband decided not to pursue the matter, or if the Telus rep refused to.

We are fortunate my husband's employer will reimburse him for work calls on personal phones, but I do not believe requesting Telus to reverse the long distance charges is unreasonable; neither of us were told nor did we read any documentation stating the Promo 65+ was Alberta only.

I am posting this complaint to make a point and add to the cry of disapproval regarding the oligopoly of Canadian telecommunications. It is very sad indeed that searching for "complaint" and "Telus" brings up so many frustrated customers. With the CRTC's record I do not expect any new regulations against the cellular market will be beneficial to Canadians. (http://www.vancouversun.com/business/Three+year+cellphone+contracts+should+banned+Public+CRTC/7672056/story.html) When shopping for a cellular provider the options appear to be whoever is the lesser of the evils.

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mira 902
Albert Bridge, CA
May 04, 2010 5:58 pm EDT

My son recently moved to Alberta and set up a Telus contract. His girlfriend moved from Nova Scotia to the Cayman Islands, undergoing surgery and spending time with her parents there. He had always had a long distance plan, which he had assumed would apply. His one month bill came to $8200 ! He has always paid his bill on time, and was told that he must pay the bill in one month at $2000 weekly payments! After that time, his bill will be forwarded to the collection agency. This is so unreasonable and does not seem fair at all, after making a mistake that will affect him for many years to come...

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Samirlapucha
, GT
Nov 11, 2009 12:53 am EST

You should READ your contracts before the signature...

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Rush
Mississauga, CA
Feb 11, 2009 8:59 pm EST

I switched to Telus from Rogers purchasing a new Motorola Q for $299 with a three-year contract only to find out that I received no reception in my building. After explaining my dilemma to customer service and higher up, the continued response was "we don't guarantee reception and you signed a three-year contract. There is nothing we can do but you can pay the cancellation fee of $20/month for your 3 year contract."

Basically $720 was the only way out of their service contract. All together out of pocket was $1019 for the phone and to cancel service that didn't even work, not adding taxes in. In response I had to switch back over to Rogers and finally after 2 1/2 years of paying $45 per month for nothing, I have cancelled my Telus account and am paying a final cancellation fee of $120 left on 6 months for absolutely no used service and a phone that was never used.

If this isn't proof not to go with Telus, I don't know what is. They are thieves and don't care about their customers, only their pocketbook.

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jackie
Bradford West Gwillimbury, CA
Jan 09, 2009 2:35 pm EST

I totally agree with the above comment - re: billing. I have been a customer with Telus for over 8 years... Loved them when they first originated but slowly the service decreased and the bills increased. I had asked one customer service rep if Telus has merged or been acquired by another cellular company because I couldn't believe the service I was receiving. I and my 2 daughters are with Telus. I would often complain to my oldest daughter about the HUGE cell phone bills I would receive every month. As a typical teenager, I thought she was just over using/abusing it. Turns out that apparently, Telus was overcharging her for text messaging that should have been included with her "Fave 5." Thank god my daughter did her own investigation and informed me, as the phone was in my name, that apparently she was being charged for text messaging that she had under her Fave 5. I contacted Telus who informed me that there was apparently a "glitch" in the system, couldn't tell me how long it had been going on, and couldn't tell me when it would be corrected. Informed me that they were going to credit her account, which I believe they did (only one-time credit of about $45) but what I don't understand is: (i) if they were overcharging, why did they not notify the customers and automatically credit their accounts and, (ii) how do I know that it was only for that one month and that I wasn't been overcharged for prior months. My daughter created her account at mytelus.ca and did a little investigating. She found that they were overcharging her on her text messaging but also, that she could only go back to the previous 6 months and that was it. When she went on her account, she could view all her text messages that she had sent and messages received but when she went to show me online, the account had been updated and she could no longer view this feature. I've contacted Telus numerous times as I now question the bill when I receive it. How do I know that I'm being billed for the correct amount? I mean, I have to call them to tell them they are overbilling me? I don't understand. At several times, my daughter's phone has been cancelled susupended and one time, a rep at Telus told me 'Just to pay the bill". Why should I when I'm questioning the overcharges. I've asked them what it will cost to get out of the contract with my other daughter, to which they reply, $650. When our contracts are through, goodbye to Telus. I should not be incurring over $300 plus per month for 3 cell phones. I have family in the UK and they cannot believe what we Canadians pay for the use of cell phones. This is absolutely ridiculous...

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2:49 pm EST

TELUS poor customer service and scheduling system

I was scheduled to have new TV and Internet installed on Monday the 3rd. I took a half day off from work as I was told my appointment was scheduled in the morning. I waited until Noon, and then phoned the customer service. Without notice, they changed the schedule and claimed my appointment was a whole day schedule. By 3:30 I phoned them again and this time i was placed on hold for 45 minutes just to get the answer "Sorry, the technician is behind the schedule, he is not going to make it." They promised to give me a call the next day (Nov 4) and to make my installation a priority. I was at home around Noon on the 4th, and I saw a Telus truck in the building so I phoned customer service again to see why I had not yet received the promised phone call, and I was placed on hold for another 20 minute wait. Then I was told that "they" would phone me by the end of today to get the rescheduling done. Yet again, I did not receive the promised phone call. I called customer service again around 5 pm. They claimed that they were not able to make changes to the scheduling system, and that I'd have to wait for someone to fix it the next day (the 5th), and they tentatively claimed that I would receive a phone call on the 5th for rescheduling. Again, I had not received the any phone call to resolve the issue on the 5th. I phoned again around 1:30 pm on the 5th and this time the rep said "There is nothing you or me can do but to wait. If you wish, I can cancel your service".

I don't understand where there is such a problem with scheduling. I was scheduled on the 3rd, and then stood up while losing a days pay sitting at home frustrated all day without access to the TV or Internet. I did not receive compensation from your company for that, but instead receive one frustration after another and even have to put up with lousy attitude of the service rep who suggested to simply cancel the service. I am wondering with the scale of Telus' business, why the scheduling system and customer service seems ridiculously unreliable. At the end of the day, it is really like living in the stone age without Internet and TV at home simply because a large multi-billion dollar company cannot manage their scheduling system correctly.

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Update by Ping
Nov 07, 2008 6:36 pm EST

After trying to get service installed in my condo all week, and today someone from Telus customer loyality department phoned me and tells me that Telus is not able to provide service to my building. I called the building manager, and he confirmed that Telus services are provided in the building, both television and Internet. I have yet to see anyone show up at my unit, and after a week of getting the run around and endless hastles, I am now told there is simply no service available in my building! This is absursd, and a breath taking level of incompetence.

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C.Jackson
Edmonton, CA
Oct 08, 2011 12:47 am EDT

BLOCKBUSTER CLOSES AND WHAT DO WE GET ? NOTHING "B" RATED AND WORSE! I HAVE BEEN THINKING I WANT ANOTHER SOURCE FOR MY ENTERTAINMENT ! PAY FOR WHAT VIDEO..I WANT CHOICE..THIS IS THE LONG WEEKEND FRIDAY NITE AND NO NEW MOVIES...I COULD GO TO BLOCKBUSTER AND FIND BETTER TELUS I AM A FAN DON'T TAKE ADDVANTAGE OF US, ...

CYNTHIA

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et747
Vancouver, CA
Feb 03, 2011 9:55 pm EST

Personally I find dealing with this big company is the same. You must be patient and willing to accept inconvenient to some sort. Telus is good as far as I am concern as the other multi-nationals are no better. At least Telus after service is good and their package deal is very good. As for service schedule, it is very hard to predict. Anything can happen as the technician is just doing his job. Again, just accept it is human and surprises can happen along the way and screw their schedules. In the end you will get your installation done.

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Steve
,
Nov 30, 2008 4:01 pm EST

Same problems with the above, However I know that after dealing with telus for long time you can get them to provide you with good service for a reasonable rate.

Summary :
Telus Customer Service -> BAD BAD BAD
Telus Services -> Good compared to some other providers.

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K
12:59 am EDT

TELUS fraudulent charges

October 25, 2008

Sept 2007, I called Telus to cancel my internet account due to very slow speed and ongoing outages.

For several months I was charged for service I did not get.

I was offered some perks to stay on including a reduction of the monthly charge by five dollars, and guarantee the rate for the next three years.

In closing the conversation I asked for file number and the name of the person I was speaking to, she said its "Melany"

Two months later I received a letter congratulating me for choosing a Three Year agreement, and then I discovered the rate had actually increased by Fifteen Dollars a month.
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I finally quit paying and they cut off my internet service and then my phone.

I went to the main Telus office in Burnaby to get this resolved and was told by the reception desk, another lie, " there are no Telus people here to talk to you" you'll have to call the accounts department.

I decided to go looking through the building to find someone.

I found a Telus sales excecutive who said he would try get it to someone in a higher capacity to deal with it.
That was three weeks ago, and now the collection department has taken an interest.
I have been overcharged more than $200 and repeatedly lied to, and now they cut me off

THIRTEEN MONTHS! for a company who's ONLY business is..."Communications"

Why then won't they communicate and stop these fraudulent charges and the customer abuse.
The Future is Friendly...NOT!

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11:17 pm EDT

TELUS botched insatallations

After Telus installed my TV service my phones a have ceased working. There techs have told me that the installation was done incorect. Yet they have missed there service appointments and have repeadly dodged my complaints by not responding to Emails and providing disconnected phone numbers. I can't even cancel the service without incurring a high fee.

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brent007
, CA
May 04, 2012 12:05 am EDT

Do not use a pre authorized payment with this company. They will charge extra charges without your permission. Upon cancelling the account an additional $1090 of charges were added taken added to my credit card bill. It has since been 3 weeks of phoning to try to get the charges reversed. Every time I call I am put on hold for 15-30 mintues and then put on hold again for an additional 5 minutes for the representive to review the case. Only to then tell me that he cannot do anything and they need to wait for approval from a different department to reverse the charges. When I asked to be transferred to that department they state they cannot help me. I imagine I will get my money back but not after 4 weeks wait time and several hours of being on hold and wasting my time. All because of their mistake. Will never use telus again. customer service is horrible.

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brent007
, CA
May 04, 2012 2:02 am EDT

Customer service. 7 or 8 phone calls to get this money back. And I'm probably going to have to make a few more. Horrible experience.

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brent007
, CA
May 04, 2012 1:28 am EDT

You are clearly not educated on the matter. Telus owns their pvs boxes. They thought I did not return them. I did. If you don't return the pvrs, then they charge you. However, telus is such a proactive company. They dont actually know who returns pvrs and who doesn't. They rely on tracking numbers to find out who returns pvrs. Yes the customer has to phone in with this tracking number and be placed on hold again. So I did this. Charges were reversed. 2 days later charges showed up again. There have been several phone calls since. Like I said, the money will be returned, because it is mine.

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brent007
, CA
May 04, 2012 1:05 am EDT

Like I said, the money will be returned. It is the hours on hold and lack of care from the customer service department.

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brent007
, CA
May 04, 2012 1:00 am EDT

Nice try. The charges were for 2 pvr units which were returned 2 months ago. Thanks the facts only.

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not happy
Calgary, CA
Apr 06, 2009 4:41 pm EDT

I've tried getting Telus TV installed. So far, they've missed 3 appointments! How is that even possible!

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Debra Brandrick
,
Nov 16, 2008 5:42 pm EST

I have endured the Telus Digital TV/Internet package for too long. First Installation took over 4 hours - and I had service for approximately 1 week without problems. Second Installer said that the first had installed filters in the wrong electrical room. Now everytime the phone rings both TV and Internet cut out. The last straw was coming home after work to no service at all - phone, Internet and TV. On average the Internet was down at least 3-4 hours a day. The response was that the telephone cord (that Telus installed) was too long and that the system was being interrupted by other radio signals. Each phone agent had a different response - but the only solution was to send out a third installer sometime during the week between the hours of 7 and 5. I've had a basic Telus modem for over 8 years without a problem but the move to TV/Internet has been a nightmare. If anyone has other providers that they are happy with please post.

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3:56 pm EDT

TELUS rip off artists

I had signed up for a family plan for one year with three phones. I had purchased unlimited text messages, evenings and weekends, etc. I faithfully paid my phone bill every month up until the last two months of the contract when I ran into some financial difficulties. I called telus to arrange a payment plan to pay them back. This was set up, and then the client care representative (read con-artist) starts to talk me into buying a "cheaper" contract for another year. After asking several times if I could make the monthly payments on the outstanding balance as well as the new lower payments for the new contract, I was told repeatedly this was not a problem. Two weeks later I received a call from telus stating that I owed the outstanding balance now. I explained about the payment plan and was told that this was not allowed if there was a valid contract (the new one). I now have to cancel my plan, but they want me to pay a $400 cancellation charge. I feel this is unfair as it was their underhanded, overzelous, and dishonest representative who lied to me. I have spent many hours talking to many people on the phone and never getting anywhere. I am a single mother and my credit rating is being affected, even though I had tried to do what was "right". Telus are a bunch of rip off artists, and they will never have my, or my family's, business again!

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RepTELUS
Calgary, CA
Jun 11, 2011 8:51 pm EDT

You really think that Darren would be available to take calls from hundreds of thousands of angry customers? This is exactly there is a customer service and retention department. He does catch wind of letters that are sent to him, through the telus mobility website. These goes to the office of the president. So try that.

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Followme
Ile Perrot, CA
Jun 02, 2011 1:23 am EDT

I recently bough a new Iphone from Telus Mobility at the store in Galeries Des Sources in the west island of Montreal. I had lost my phone so I needed another one and went to the store at Fairview Shopping Center where I bought my original Iphone. They made me pay a $360 upgrade fee plus $175 new phone fee to get a new phone... and that was after I waited in the store for over 3 hours because their computers did not work... then they could not even process my order.

I was very upset that I would have to pay an additional $535 just to get a new phone but they are like Nazies! So I was forced to go to the nearest location at the Galleries Des Sources.. also located in the West Island of Montreal. Once arrived I asked to process my new phone upgrade fee and new Iphone 4 order... I really needed a phone and did not want to argue any more. They processed my order and I confirmed with them that I would have 14 days to exchange or return it if I needed... as per the telus corporate rules... he said yes that is the rules.

A few days later I found my original Iphone, IGA phoned me and it was stuck in some food Ilses... LOL funny. So I got my phone and went back to the store a the galleries des sources to get my phone and upgrade fee credited as promised be the representative. To my surprise he said this was a franchise store and they do not take returns and denied telling me a few days ago that I had 14 days to return my phone... Man I feel so ripped off like i have never felt before, got scammed for over $500 from Telus, treated like ### by more than one store.. and stil stuck in a contract... this is corporate nazism! Don't ever buy from Telus if you know what is good for you.

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Kev
, CA
Dec 28, 2008 6:18 am EST

My Message with dealing with terrible cellphone companies like Telus and Fido is very clear: "If you ever dare to mess up with me (commit billing fraud, dishonesty, offer false BS promises, SAF and ECF fees etc.),
I will mess up with you." Consumers Beware: Boycott Fido!~ Spread the word around throughout Canada and the world
in the internet so that it goes bankrupt, its reputation tarnished and learns its lessons of cheating poor customers and their loyalty. sometimes it take courage to push other to change their nasty habits and thinking... Good Luck!

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Kev
, CA
Dec 28, 2008 6:13 am EST

I couldn't agree more too..Also Fido sucks.. I learnt a painful lesson, that is never to sign nor renew ANY contract with these terrible cellphone companies.. as this would them every excuse to suck money out from your wallet.. They are pretty sneaky with their up upselling skills (be careful!)

The truth is Telus, Fido will nickel and dime you with every opportunity they can get..So don't give them any CHANCE!

The lesson is clear: Don't ever, I repeat do NOT sign any contract commitment (even if its verbal) with Fido or Rogers or Telus for that matter

as it is most likely, the renewal agreement is NOT a formal contract, (its a red flag and a good indication of scam) For example: A telemarketer or Fido agent calls you up asking about customer's satisfaction survey
and then offers you a free Sony Ericsson W300i or Nokia phone for $0 but the catch is you will have to give them some of your personal information (such as your birth date), agree to a 3 year agreement and they already activate the new number line for you.. if you wanted to cancel after that, too late.. you will be punished with a hefty ECF fee ($400 max). This is one of their sneaky tricks..another one is the much hated System Access Fees (SAF)
(whoever said Fido dropped those fees after November 4, 2008? should look in the mirror again!)

remember: without your signature on the contact, it won't hold up, if they do this without your consent or knowledge
you can tell them you are not going to pay it unless they can produce a written contract with your signature on it..
It is most likely they back down because of this... You can use this as evidence to dispute this to the Fido Customer Relations Department or in court.

Hope this helps, its time to declare war on Fido.

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Angela
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Oct 06, 2008 5:09 pm EDT

Does anyone out there know how to call Darren Entwistle directly?

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Angela
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Oct 06, 2008 5:07 pm EDT

I agree 100% with you. I got caught in a major scam of theirs. I had a pay and talk phone, they called me and wanted me to change to a subscribed plan. If I took it the offered me a $150 credit, but the deal was that if my account reached $200 it would automatically be disconnected until that was paid. Unfortunatly I ran into financial problems and my phone was disconnected. I called them to advise that I was going to pay what I owed. They told me that I had to pay $850 as a termination fee as I was on a 3 year contract. I NEVER agreed to no contract. I have been calling them and speaking to many different departments, some have hung up on me. I want them to pull the call stating that I agreed to a term but they refuse, they say that it is not possible. I am prepared to pay for service received but they will not allow it. I have been trying to speak to Darren Entwistle (president and CEO) but they will not allow that. I am prepared to take them to small claims court.

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11:21 pm EDT

TELUS internet/phone 3 yr contract

i was stupid enough to get into a 3 yr contract with telus, for internet/phone deal, for 70.94 a month all inclusive, no extra fees, etc, well the first month they started screwing up my bills, to make a long story short, i am now paying 150.00 per month for this service, they said im lying about the contract, even though i have letters from rob durham the senior vice president of telus, on client operations, that i have this contract, every time i phone, which is every month i get this bill, they say ya, well fix it on next bill, LIES, or they just hang up, or they say, its other charges, that is not covered by my contract, OR NO SUCH CONTRACT IN EXISTENCE, SINCE THEY DONT GO BACK FURTHER THEN 1 MONTH!, so they cant see i have a contract

is there anyone out there who can help me, with phone numbers of durham or some place or some one who can straighten this out, the customer service people are a total joke, half of them dont speak english, and they all lie!

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Elliot
,
Oct 03, 2008 2:56 pm EDT

...wondering if you have tracked down a senior management phone number or e-mail...i've been getting the same sort of run around as you have mentioned...my last two cell phone bills were $664 and the $353 (no typos and no decimal points)...they did take some off each bill but i'm still pissed as i have been quoted to be receiving bills from $120-$150...i just want to pay $150 for my bills as quoted, but have received the same "it will be adjusted on the next bill"...BS...it gets worse, but i won't bore you all right now, but would love to have a number/e-mail of somebody who can do something...
thanks

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11:22 am EDT

TELUS customer service

I called to move my phone and internet service provided by telus. I sat on hold for twenty minutes and then there was a busy signal and they hung up. I don't have time for this b.s. You'd think for the 85$ a month I pay them they could answer my call.

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2:29 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

TELUS telus handing out my silent phone number

I recently purchased phone service from Telus and the one thing I requested and pay for is a private "unlisted" number.

Well after giving our number to a few family members I started to get calls from banks and credit agencies. Someone who shares the same first name as me (but not the same last name) owes them money and they think I'm him.

After numerous inquiries with this people who refuse to believe who I am I was told by all of them that Telus gave them my phone number. When I phone Telus they said we could fix the problem by buying more advanced phone features from them.

No "sorry". No "our mistake let's fix it". Just "buy more product". Is this why I purchased a silent number to begin with?

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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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