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Telus Mobility

Posted:    

very, very unhappy customer!

Complaint Rating:  86 % with 37 votes
86% 37
4.3
As a Telus customer for almost a year, I am very unhappy to say that my phone has consistently been giving me a lot of problems with reception, battery life, display problems, and sometimes I don't even receive calls or messages. When I called Telus on Tuesday July 4, 2006 for the first time, I was put of hold for 15 minutes until I finally hung up. Later that day I called again and talked to another representative, Carol. I told her the problem that I was having and explained that I had already sent the phone to be repaired once before with the same problems recurring.

This cellular phone is under warranty and I am regretting having a Telus phone, I would like someone to review this complaint. As a paying client, I feel as if my concerns are not taken seriously, please get back to me with respect to this urgent matter. If I did not need the use of a cellular phone, I would not have purchased one, I am a very, very unhappy customer.

Regards,
Orel.
Complaint comments Comments (101)    Updated: Complaint country Canada Complaint category Telecommunications

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A  30th of Nov, 2009 by    0 Votes
I jsut spoke to Dalen from Telus, I can't believe what they are doing to me..
I called in Sep 3/2009 to disconnect my services, the lady from customer services said that I should cancelled because Shaw was having a really bad promotion, that I was going regret my decision. I said I dont want anything, she spoke to me for 25 minutes trying to talk to me in changing my mind and repeat so many times that I didnt want to use their services. it was awfull 3 months later they are caming back to me to let me know that I have to pay 224 dollars because they never cancelled my account and that according to them I had ACCEPT a tv promotion. Which it wasnt true at all, the whole time I said not not not I dont want it thank you but I dont want it. I asked for the record that they have everytime a customer is speaks to their representatives. he said that I wasnt allow to listening their records either and that he cannot do anything for me.
TELUS IS THE WORSE TELEPHONE COMPANY I HAVE USED IN MY LIFE...
I will never but never will do business with them. BRITISH COLUMBIA
A  14th of Dec, 2009 by    0 Votes
My fight with Tell us ur troubles has gone on for 4 years. I purchased a mic phone I later found out barely worked anywhere and 0 coverage in my home province. When I finally got hold of a rep she said I would have to “upgrade” for $300 more and resign my contract which was only 5 months old. I left the phone there of course. When I finally got a call from the Tell us lawyer, he listened and in the end said he would and did close the file and return it to Tell us but they stabbed my credit. I would like to think there is enough support out there to gather enough names to launch a global class action suit against these thugs. Anyone ever been able to make contact with Darren Entwhistle. Go Wind Go.
N  5th of Jan, 2010 by    0 Votes
Read my blogs on my current battle with Telus. I want them to cancel my contract or else I will seek Legal Action!

http://telusmobilitymustdie.wordpress.com/

http://suetelusmobility.blogspot.com/
N  29th of Mar, 2010 by    0 Votes
Telus is a real suck company. Even their agents don't know their suck policy. After waiting more than 20 minutes of their so called 24 hours service line, you may be cut off by the agents if your question makes them unhappy! Lets our customers do something to let them know.
N  14th of Apr, 2010 by    0 Votes
We are trying to contact customer service at Telus. We are being asked that some will get back, we tried several times but no one has called.
We want to disconnet Telus TV service and go to another provider who is charging less and giving us more chanels. We are unable to
do so as no one calling us.


BG
A  14th of May, 2010 by    0 Votes
It still hasnt been a year since I started my 3 contract with telus and I totally regret it. I tell everyone I know NEVER to start a contract with them.
My phone which is a palm treo has been sent away 3 times already plus the charger started shooting sparks and smoking which I had to send off as well. Thats two weeks I had to wait everytime I had to send it off, which I still had to pay the bills for. The second time I was sending it off, they told me that the third time it needs to be sent off telus will give me a new, different phone. This has not happened. Now I have to wait until my warrenty is over to UPGRADE, which means I get like 100$ off a new phone and I have to stay with them an extra year.
I understand that palm is not a telus phone, but I personally think it is horible to give a customer a phone that is NOT working and to force them to stay with it. Im paying 60$ a month to use a phone that is not working.. that seems very unfair to me.
N  14th of Jul, 2010 by    0 Votes
WORST CUSTOMER SERVICE!

Never sign with Telus, no one will help you or listen to you... not even the managers. Their mission statement is to satisfy our customers... really? All they care about is the money coming out of your pocket.
On my July statement, I was charged an additional $50, which I call in to inquire about. After being tossed around by 5 different agents and literally 3 hours on the phone, I am asked I can request for a manger to contact me within 24-48 hours, I oblige, desperately hoping the manager would be more understanding.
Without any bias, by far, the RUDEST, most ANNOYING [censor] I have spoken to. I am normally a pacifist, but I would strangle this [censor] if she was close to me. In the most rudest manner, she blames me for not being understanding, for TAKING SO MUCH TIME OF HER AGENTS THE OTHER DAY WHEN I CALLED! AND SHE SAYS THE CHARGES ARE FROM APRIL, WHICH OUR DEPARTMENT FORGOT TO CHARGE YOU (and now it is JULY). Really? I have been in the service field before, and after you quote a customer, you don't increase your numbers late b/c it looks bad on your company and makes for a sad customer. An agent is a representative of the company and their words should be honoured. You don't turn back on your words.

Spare yourself their [censor], and avoid Telus

That is how you treat a customer who has been loyal to you and made a 3 year commitment to you?
N  6th of Aug, 2010 by    0 Votes

Telus - Rip off for replacement Phone
Telus Mobility
Canada

On July 9th my wife and I went to our Mobility [Telus Apex] agent in coquitlam B.C., and said we wanted a new phone as the one they sold me for christmas present, had been in for repairs 4 times. My agent John said he would phone in to Telus to arrainge it. At 2pm on July he made the call. A guy named Nicolus on the other end, said that John Hadden called Customer loyalty, until now, and put arepair tracter on the repair. John said We use Future Tel. So Nicolus said, U did it wrong and it doesn, t show on my screen, so I can, t help the telus customer. So John got mad and after 45 minutes, on the phone, Nicolus said, Well I can help you if they take another 3yr., contract?? John told Nicolus, that was not the way to treat SENIORS, or 15yr., customers. Nicolus said take it or leave it?? Ithink that is the poorest service, I, ve ever Had. Itold them the most I should have is a 2yr., contract.Its Bad to ROB SENIORS, Bill &Maureen acc.#01740102
N  6th of Aug, 2010 by    0 Votes
I went to TELUS today because my battery on my blackberry was always dying..they tried to suck me in into a 3 yr contract AGAIN!..I opted to buy another battery, when i left i discovered that I wasnt having batter problems but it was the phone itself..I called the store right away advising them of this and that I would be returning the battery...when I went back they threw my old battery out and refused to provide a loaner until I figured out which phone I wanted..

The service with TELUS SUCKS..I'll be going back to Bell after a few months!..i highly recommend people to go elsewhere
N  18th of Aug, 2010 by    0 Votes
An Open Letter to Telus Mobility July 11, 2010


TELUS Mobility Client Care
200 Consilium Place, Suite 1600
Scarborough, Ontario
M1H 3J3

To Whom It May Concern:

Thank you for choosing to spend so much on advertising rather than worrying about a silly thing like taking care of your long term clients. We began using the services of TELUS Mobility back in 2003 and have worked our way up to spending approximately $10, 000 per year with you good folks.

When we ran into a small issue with our mail not reaching us, your rock solid team of professionals were right on top of the issue. Why with the skill and smarts of a rock, they sent one text message (that never arrived) to a phone that has been replaced 3 times for not working properly (and is still on record as not working properly) then cancelled the number. The only reason I am aware of said text message is because one of your finely trained personnel informed me of it to show how on top of customer communications your organization is…. Interesting word “communications”…. I believe it means to communicate with or converse… which requires actual contact with said individual with whom communication is to take place…. I guess that is why you dropped the word from your companies marketing, leaving it as just TELUS or TELUS Mobility…. Honesty in advertising there, I have to admit.
I find it interesting that after all the years that I had my services with your wonderful organization (legends in your own minds… if you ask me) according to your fantastic TV commercials, that you don’t respect your customers enough to make a simple phone call to find out what is up… see if there is something wrong that could be corrected to save this business relationship… I understand when you are talking about the billions of dollars that your company earns, a measly $10, 000 is a mere drop in the bucket and not worth a phone call to try to maintain.

Then, to top it off, you then sent the file to collections even though I was making payments on an account that I was still not receiving statements for.

Hmmmmmm, well, I am too stupid to know about sending issues like this off to authorities like the CRTC…. However, I have discovered that when I explain what happened and the excellent customer service skills by the good folks at TELUS and TELUS Mobility, people are tending to listen to me and cancelling their services also. Personally, since this whole situation started with your quality organization back in March, I’d say that we have managed to arrange moving over $70, 000 in cellular and telephone business away to providers such as Shaw, Fido and Rogers…

I would like to wish you good folks all the best in your endeavors … may the gods of poor service continue their work in moving good clients away from your organization… until such time as you begin your financial downfall.

By the Way, Funny story, when the collections company received the paperwork, their first action was a telephone call… we were not available, they left a message and we called them back…. Another Hmmmm, now the bill is to be paid through them instead of directly to you… and you now pay their fees too…. Must be nice to have so much money that it doesn’t matter how much you waste!

Sincerely wishing you all the best!

Glen L
Former long term customer
Former cell number 250-xxx-3243

PS Remember that it costs approximately 10 times the money to get a new client than it takes to keep an existing client! But, since money is not a concern to an organization such as yours… Advertise your hearts out…
N  24th of Sep, 2010 by    0 Votes
umm i dont get all my texts! and sometimes i only get half when its a really long message and picture messages dont get to me no more when they used to come in fine! i dont understand whats going on
N  15th of Oct, 2010 by    0 Votes
I have been a long time customer of Telus Mobility. I had a great plan on my phone but of course if I wanted to update my phone I had to change my plan. I was willing to do this for one reason only. I was offered a great plan at a great price. Well I guess if it's sounds to good to be true it must be.
The new plan I was offered was thru customer loyalty and retention because customer care couldn't help me. My old plan included unlimited internet which Telus doesn't offer anymore. Well the new offer was 6 gigs of data along with a variety of other add ons for less then a 100.00 dollars per month.
I went in yesterday to buy a new phone, these phones were on back order and couldn't be purchased before then. I purchased the HTC Desire. Well first they didn't want to give me the 6 gigs because the offer expired but after telling them to just forget the sale and my signing a new contract they decided to give it to me. This took about an hour. Then I was quoted a price for everything offered in the new plan of 89.36/mth. Well after the papers are signed and the phone transfer complete they are charging me 125.00/mth for the same services I was quoted at a lower price. Whatever happened to the benefit of the doubt going in the customer's favor. Whatever happened to standing behind your word. I am not impressed with the service. And even after talking with Loyalty and Retention they are saying that's not what they said or maybe I just picked a price. Well I didn't pick a price it was quoted to me from a loyalty service rep.
N  17th of Oct, 2010 by    0 Votes

Telus - Cellular Service
Telus
Alberta
Canada

I have been a long time customer of Telus Mobility. I had a great plan on my phone but of course if I wanted to update my phone I had to change my plan. I was willing to do this for one reason only. I was offered a great plan at a great price. Well I guess if it's sounds to good to be true it must be.
The new plan I was offered was thru customer loyalty and retention because customer care couldn't help me. My old plan included unlimited internet which Telus doesn't offer anymore. Well the new offer was 6 gigs of data along with a variety of other add ons for less then a 100.00 dollars per month.
I went in yesterday to buy a new phone, these phones were on back order and couldn't be purchased before then. I purchased the HTC Desire. Well first they didn't want to give me the 6 gigs because the offer expired but after telling them to just forget the sale and my signing a new contract they decided to give it to me. This took about an hour. Then I was quoted a price for everything offered in the new plan of 89.36/mth. Well after the papers are signed and the phone transfer complete they are charging me 125.00/mth for the same services I was quoted at a lower price. Whatever happened to the benefit of the doubt going in the customer's favor. Whatever happened to standing behind your word. I am not impressed with the service. And even after talking with Loyalty and Retention they are saying that's not what they said or maybe I just picked a price. Well I didn't pick a price it was quoted to me from a loyalty service rep.

Posted By: Karma69
N  27th of Oct, 2010 by    0 Votes

Telus Corporation - Nightmare customer service
Telus Corporation
United States

Several weeks ago, I decided to switch to Shaw after many years of being an unhappy Telus customer. Upon cancelling my service, I was surprised to learn that I would be charged a $120 fee for breaking my contract even though my contract should have expired several months prior.

Let me explain...

I entered my most recent three-year contract with Telus in spring 2006. In February 2010, soon after a Telus agent "tweaked" my service to save me about a dollar a month, I received a friendly letter from Telus thanking me for locking in to a new three-year term.

I called customer service, where a friendly female agent insisted she didn't know why a new contract would have been initiated. She assured me she'd remove the three-year obligation from my account.

Imagine my frustration when I was suddenly charged $120 for breaking a contract that I was assured didn't exist!

Several calls to customer service went nowhere. Neither did my first chat with a agent in "Loyalty and Retention."

But it was my second call to L&R that truly revealed how little Telus respected me as a customer.

After reviewing "every phone call I'd ever made to Telus, " the gentleman stated matter-of-factly that there was no record of the call I'd made to protest the new contract. He did, however, see quite clearly that I'd entered a three-year contract in February and would have been told so at the time (I wasn't).

It seemed convenient, I replied, that the only phone call he couldn't find on my extensive file was the one that would corroborate my story. He said nothing. I expressed my frustration and asked if he was basically saying, "Telus wins and you lose." His reply? "Well, I wouldn't use those exact words. But . . ."

I sent a letter to CEO Darren Entiwstle and to Telus customer service. No replies from either. Then, the other day, I received a letter form a collections agency. Nice.

At Telus, the future may be friendly but they sure as heck ain't
N  2nd of Nov, 2010 by    0 Votes

Telus - Contractual Obligations and other things
Telus
Barrie
Ontario
Canada

Our son had a two year contract with Telus beginning on June 17th of 2008. It is now November 2010 and we are still receiving his Telus bills here. I have tried a couple of times to call (and Telus has to have the VERY WORST MENU to get to customer service I have ever witnessed) to explain that our son is no longer a resident in this country and his contractual obligations are complete--as of June 17th 2010. They insist that unless I have his P.I.N. (which he has long forgotten) he will have to call them. I have tried to explain that that will not happen and I am only trying to save them the expense of billing. I also challenged them to try and collect or threaten court action. I believe the court would accept the signed, dated contract that there was no obligation on our son's behalf after June of 2010 (He did pay a bill of 165.00 for July and August of 2010 before his departure). In my last call to someone named "Eric" at Telus I explained that as far as I was concerned they could remove him or from here on I will simply return the bills to them unopened.
This has to be the most unprofessional and unresponsive telecommunications experience I have ever had and I welcome competition for these laclustre and annoying companies like Telus.
I am deeply appreciative that I do not (nor will I ever) deal with Telus. They have proven beyond a shadow of a doubt that they have no concept of providing customer service.
N  8th of Nov, 2010 by    0 Votes

Telus - High Speed Internet - high speed internet
British Columbia
Canada

I hate these guys. I signed up for high speed internet and the technician came over 2 weeks ago. right after that I noticed my internet constantly disconnects yet the lights on my modem remains on. I called them a dozen times in a span of about 1.5 weeks, every single day. a technician finally came, but did not fix it at all and the problems continue happening. the technician gave me his cell number to call him again if the problems continue, ok good. so I called him again, he said he'll run some tests for me and call me back. 3 days later no call back, nothing.

I went to live chat and was disconnected a gazillion times due to the internet problem I was having, so I tried calling them again. got passed around like a hot potato and wasted 100 minutes on my cellphone plan (fido) cause I got put on hold like a million times. finally a guy came on and I told him if he doesn't fix my internet by monday I'll cancel service and bring my business elsewhere (probably shaw). he said there's no need for that... just need to isolate the problem and fix it. so after like an hour of him telling me to reset the modem, restart my computer etc etc etc it still doesn't fix the problem. so he put me through to this lady in another province, and she was all like "i am 95% sure its the modem" and she said how first thing monday she'll call me and set me up for a new modem. she even said how she noted it on her calender and she'll call me first thing after she comes in on monday.

today is monday, 4pm. no call.
I'm done with telus, they are so full of shlt. and I'm not paying the $31 that they are charging me. my credit is already bad so I really have nothing to lose by not paying.

and another thing, their support are so f'king useless. I asked whether a phone jack extension cord would slow down the internet connection and one guy said no, and then asked another guy and he said for sure it will. ??? are they just guessing? and then I asked whether the problem is with the modem or not, first guy said no its with the network or a problem with my computer. then of course the last lady I spoke to said she was 95% sure it was the modem. unbelievable. their support and so called technicians are just as unreliable as their stupid internet. damn
N  15th of Nov, 2010 by    0 Votes

Telus - Won't tell me where phone is
Telus
Canada

My daughter lost her phone while running around the neighbourhood. So I call Telus who I know for a fact can find a phone within a dozen or so feet. But no they won't tell me. I am the account holder. Why not?

For the love of God Wind mobile come to Halifax to save me from these evil doers.
N  15th of Nov, 2010 by    +1 Votes
Exactly as Anita said.
N  5th of Jan, 2011 by    0 Votes
They won't tell you due to liability.
If someone steals your phone you might go and kill them and they would be liable.

get a new phone. or get an iPhone 4 it will tell you where it is.

BTW
Telus = Canadian
Wind = Egypt

I keep my $ in Canada.

You?
N  11th of Jan, 2011 by    0 Votes
telus has terrible tech/service.i have had nothing but problems getting my lap top computer hook up wire less every time my router has failed. in the last 2 years my router has failed 3 times.each time i get a replacement from telus the above takes 3 or 4 trys/phone calls/of at least 1 hour in duration/talking to someone in a country i have necer heard od/or i get put on hold for so long i finally hang up.(30-60minutes). there is no way you can phone and talk to a real person(in canada)whos first language is english!!! this service is terrible, and getting worse every year.i have been a telus customer since 1967.there service has got worse every year.it is to the point were i think they dont know how to fix it. well here is to solution. have a real person answer the phone in the country they are calling from. yours truly...

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