TELUS
reviews and complaints

About 18 months ago i decided i didn't need my cell phone right then
because i was only using it to text my kids...upstairs..so i called to
have my services cancelled until further notice.
I phoned in and asked the agent what my final balance would be so i
could pay it, he said he couldn't tell me because there might be some
extra charges. My usual monthly payment was $68.00 or so.
He said a bill would be processed and i would receive it in the mail.
3 weeks later i was shocked to receive a letter from a collections company for the final $68.00.
I promptly contacted Telus and they had NO answers for me but assured me
if it was paid within a certain amount of time it would NOT affect my
credit rating.
I immediately contacted the collection agency who verified that it will be processed immediately and will not affect my rating.
Today i contacted Telus to order a bundle package for TV, Internet and Phone as i am moving at the end of the month.
At the end of the process they stated they require a $375.00 deposit
before any action would be taken...i was put through to Telus
collections and sure enough they said because Telus Mobility HAD to
collect through a collections agency they required a deposit. Just so
unfair and completely due to incompetence.The other thing that irked
me is the Telus collections agent stated she couldn't tell me anything
else because Mobility and her branch are not joined...well i said it
seems you are from this result. Just a warning to all...i just
experienced (through incompetence) a hard hit to my credit rating that
was completely unjustified and...i have no recourse...no way to fix it. I
am not alone, this same thing has happened to many people and
regardless of whether you pay it promptly to the collections agency it
WILL do dame like it did to me.

It doesn't matter that Telus doesn't make the phone, they sell the phones and should stand by their name ... the crap phones are giving Telus the bad reputation. I signed up with Telus and got my expensive phone through them and in less then 3 weeks there were major issues! I went back immediately...they couldn't help me their computers were down come back later. Did just that still not working. Went back 3 days later girl was new. I went back over and over...have spoke on the phone to people but still to this day (will be one year this coming September 2010) I have a phone that doesn't function properly ... the keyboard won't even light up so you can't read texts or type back in the dark. They do nothing to help support their customers. So some of the comments here that it's not Telus fault? It is...they sell and offer up the phone but won't assist in getting repairs when under warranty? Same with billing issues...they bill you for features you don't have or use but insist billing is correct. Amounts as small as $2.50 - 20.00 adds up when you dont use this feature! People have complimenteed my phone, where did I get it...I tell each and everyone of them...phone is useless and so is the service with Telus in trying to assist me with this issue that began less than 3 weeks into the contract. They want almost $600. to cacel my contract!

Did you try to contact phone's manufacturer's directly? Telus does not ''make'' phones. All telecoms use same manufacturers...

I have also been charged for things I was unaware of by Telus. They can not be trusted. Wait until you cancel your service. That's when they really nail you!

Telus customer service was ok now its bad don't know where they are directing they calls but where ever and who ever they doing the customer servise is doing a terrible job, I have been with telus for yearssssss and forthe last month ts the worst service i have gotten.so bad i won'tbe with them for another month.

I have been a telus mobility customer for almost 5 years now.
I have not had any issues with them until I added my son on a 'family plan'.

Last summer, after escalating invoices, I contacted Telus to terminate service.
A very nice person on the other end, looked at my 'history' and promised to
put me on a plan that would reduce the invoices to an acceptable level.

This Jan/Feb., the invoices again appeared ridiculous, and I made another phone call.
The person at the other end, told me that I should have been on another plan, would adjust my bill,
and my invoice would decrease, all after again looking at my 'history'.

On my last invoice, with the new more cost effective plan, my invoice more than doubled.
Another call was placed, and this time I had a borderline rude person at the other end telling me
the person before was incorrect and I needed a higher rate plan.

Please notice the pattern, more telephone calls about service, more costly invoices and inconsistency on what
the customer service representatives are telling me.

When I asked the borderline rude Telus representative to connect me with the 'escalation' team to voice a complaint about service, I was promptly disconnected.
Subsequent phone calls to their *611 gives me nothing with the command 'complaints'.
I phoned back many times, but could not seem to get a complaints option anywhere in their system.
I then emailed them and asked for an explanation of their substandard service, and have yet to receive a response.

I now realize that at TELUS,

THE FUTURE IS NOT MORE FRIENDLY, JUST MORE COSTLY..

I am very sorry to hear that Howard but based on my experience its better to look at plans at TELUS website
first before you make any changes. Just go on to telusmobility.com look at the options and then give them a call so you get what you need . remember no one will know exactly what you need if you calling pattern changes every few months or over the course of the year, and anytime you call in to make a change your bill will be prorated and if its in the start of your billing cycle, the bill can double for next month. one other thing to consider as well, if your bill was high for a month and you call in in the middle of a month to change plan most likely your following bill will be hi too since by the time u called in, u already gone over your airtime for that month. also if you havent had a credit on your account before, you might want to call in, let them know the issue and ask for one time adjustment for your bill and get them to change plan to something you think will work for you .

hope this helps

get out of Telus . don't ever go paper less .they will screw you over. I learned my lesson after 8 years and several calls that's why I was over charged, they return my money and explained to me that it was at glitch on the system. Now i got over charged because i was over my minutes. I said i got incoming calls free . loyalty customer gave me free incoming . Well guess what, I got charged for incoming calls and they told me I do not have incoming and I have only 29 days to dispute a bill. So I had it i finally switched to Fido and i got better plan + they will deal with Telus so i can keep my number + they will take care of my contract with Telus so please do not wait, switch now .loyalty customer support from Telus they tell you that you get this free. At the end you don't get anything free its just for a few months than you find out the hard way when your bill come so good bye Telus, hello Fido. ;) no access fee, free Fido $, better plans. Trust me I know from my experience so please, switch now and you wont regret it!

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 phrase as their new motto...would make a great commercial, at least an accurate one.) LOL

I'm pretty sure that if there is a goos explanation about your issue they waive the reconnection fee, but if you do not pay on time they simply cut off, saving you for going over your limits, or if you are on a different plan, myabe you should consider to change that.

I'm in the same boat Telus is [censored] in my area. They tell me that they have fine print in their contract that says they don't guarantee service in all areas, yet their coverage map ad puts me in a covered area. I've been wasting time with them on a weekly basis. I've also heard the updates are fake and don't resolve any issue, they just delay the inevitable and get an extra months fees out of you. What they need are new towers to improve coverage. They also won't upgrade me to the new network without my paying another $400 + for yet another new phone which this time they promise will fix the problem. I don't believe the ###. The last incident they took my phone for service and are now quoting $200 to fix claiming the screen is damaged. It was fine when I took it in the Kelcom store and now it's damaged? There was nothing wrong with the phone... other than the constant dropped calls, lack of service, and SSSSLLLLLLOOOOWWWWW internet access. AVOID TELUS at all costs and AVOID the BLACKBERRY STORM at all costs.
Call me I'll tell you all about their lousy service... if we can hear each other...
[protected]

I lost 30-40 dollars on this scam. Telus agreed to give me 10.00. Real big of them (5-6 years doing business with them)

There's your best tip to become a millionnaire. Start a short code company and rip honest people off!

Get help from a text savvy person. Any teenager will do. Send a Stop message, also try Stop all and quit.

Be careful where you give out your cell # and don't use it online.
As to your complaint, contact your elected representative. Big telecoms tried suing to block these scams, but the great Canadian law permits them to operate.
Don't worry neither Fido, nor telus makes any money on these scams.

I am sure anyone at a Telus store could show you how to block this, or any other # from your phone.

REPLY WITH "STOP", IT WORKS! ITS NOT YOUR PROVIDER, ITS USUALLY THE USER. YOUR NUMBER WAS NOT GIVEN OUT BY YOUR CANADIAN PROVIDER . USUALLY YOUR NUMBER HAS JUST GOT INTO THE WRONG HANDS, OR ENTERED INCORRECTLY BY OTHER CLIENTS ON SOME SILLY WEBSITE! MISTAKES HAPPEN, THESE ARE ALSO THE SAME CHARGES YOU WILL BE CHARGED IF YOU EVER TEXT TO WIN ANYTHING!(EXAMPLE: CANDAIAN IDOL, COCA COLA) GOOD LUCK!

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 receive the same on 12th of Feb 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-Feb 2009 when I again called, the agent told me they will send a technician on 18-Feb 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 requested 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

1. You didn't state what the issue was with the exception of "[censor]s can barely speak English"
2. VW owns Porsche
3. Had TELUS for 8 years with no issues and constant speeds not like my mother with alternating speeds (she's with Telus now)
4. Just because someone disagrees with a post it does not mean that they work for a company. Idiot, I could call both of you Shaw employees.
5. "It reminds me of some kind of ranting nut case just before they go postal" the original post was a rant as it described nothing.

Wow, someone is a little hot and we sure get the fact that you do not like Telus. Was thinking about getting Telus internet but not now. I currently have Shaw Internet and you are right. Shaw is good and your are also correct that the people at Shaw are great. (stellar is a better word) The best part about Shaw Internet is their free anti virus and internet protection software, it's the best. So make sure you use Shaw Secure. I was looking at Telus Internet simply because it is a bit cheaper. What was I thinking? I will stay with the devil I know. So, thanks for your blunt and to the point post.

As far as the other reply posted above from (eatacock) . It is obvious that you may work at a Telus phone store or call center and it's probably really good for the public that you don't work for the Post Office. I simply don't understand your reply. It reminds me of some kind of ranting nut case just before they go postal. Oh, by the way. Next time you post don't tell us what you eat for lunch, we don't care. Too funny...hope you read this...bet it strikes a nerve. Have a good day, all.

Your stupid. The reason that is so is because you don't need an education through actual school to know how to sell people phones. It takes training at a store to learn that, therefore your argument using numerical grade(s) is invalid, as are you.

honestly I feel bad for Telus trust me I used to work for collect call company (name anonymous to keep it professional)and let me explain what happens When someone makes a collect call it gets billed to the phone # that accepted the call, in this situation it was billed the telus bill, once you pay the bill anything under "alternate service billing" it goes directly to Canopco. If you call Telus or other phone provider to get a credit the phone company still has to pay canopco.

My advise to eliminate tons of headaches, I would suggest to anyone who sees these charges to call the alternate billing company directly, it will eliminate several steps and you will get better results because your phone provider didnt charge you and will not be able to credit the charge, that doesnt mean that they cannot apply a credit they may have it applied because they appreciate you business and feel for you.

I had exactly the same problem, but mine was for $21. Called Telus and they told me I had to call Canopco. I did and the customer service person told me that they acknowledged that this is a fraudulent charge, but they couldn't remove the charges, and that they will write me a cheque and it should take 3-4 weeks (however she said the last set of cheques were 1-1/2 weeks late)

This just sounds like a story to me. Pretty convenient that we are all essentially lending them money for a few weeks while they write these cheques (if they ever even come). Not only that, but Canopco gets to keep the money from all of those who don't read their bill very closely and don't complain.

Personally I think it is Telus's responsibility to make sure that their bill is accurate and if I dispute the charge they should have to do the homework to find out whether it is real or not. They are the ones that have a contractual relationship with Canopco, not me.

Our Telus bill of September 4, 2009 showed a bogus charge for a collect call from Laredo, Texas for $12.00 plus tax. This charge was from Telus' 'Alternate Service Provider', CanopcCo Inc.

The Telus rep would do nothing about this because the phone is in my partner's name and only she could report the matter--a question of privacy!

I called CanopCo [protected]) and their Customer Service [protected]) rep said that they had had many complaints about this, that they couldn't remove the charge from the Telus statement, and that they would send a refund cheque for $13.44 in three or four weeks.

Received my bill today with a collect call referencing CanopCo. The Rep at Telus removed the charge because of numerous complaints, but warned that CanopCo may dispute it. Checked my call display units. No incoming calls that day.

The Rep I talked to also took the time to notice I was paying a high rate and lowered it to a rate that I use.

I also had a charge for a collect call involving Canopco. Telus could only give me Canopco's phone number which I called. Canopco said the problem was with another company they provide service for. They had received lots and lots of complaints. They promised that I would receive a refund cheque in 2 - 3 weeks for the full amount including taxes. Canopco was very apologetic but it is not their fault. Telus was less than helpful. Surely by now they would know about the erroneous billings coming through Canopco.

Thanks to this complaint I was able to convince Telus to remove a bogus long distance charge (collect call) from my monthly bill. In my case the call supposedly came from Marshall, California and was also for $13.20. If this happens to you, call Telus and insist that they remove the charge. CanopCo Incorporated also has a file with the Better Business Bureau.

Why you didn't call from your cellphone, it is free DAH... BTW why in hell you wait 2 hours on hold...

LOL, YOU NEED TO RE-READ YOUR COMPLAINT. ~$40 dollars on top of their hourly wage for signing you up to a 3 Year plan... $40.00 A PHONE SALE PLUS A WAGE, THEY'D BE LIVING BETTER THEN MOST POLITICIANS! THE TELUS NETWORK IS THE TELUS NETWORK THEY CANNOT GIVE THEIR EMPLOYEES BETTER COVERAGE, LOL!

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.

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.