Canada - V6B0M3
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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.
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.
TYelus is supposed to Activate my hjome internet line for my internet provider. Well it's been almost 2...
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?
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.
October 25, 2008 Sept 2007, I called Telus to cancel my internet account due to very slow speed and ongoing...
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.
I had signed up for a family plan for one year with three phones. I had purchased unlimited text message...
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!!!
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.
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?
I have never complained, nor considered complaining online before about a service, but after 7 months of being overbilled by Telus Communications - first on administration fees and thereafter on "monthly services" (read internet charges) - and after as many attempts to have it corrected, I am fed up. I have been left wondering what Telus policy is regarding customer billing complaints and whether they give well-willing service representatives the authority to resolve these, for instance in terms of corporate culture, performance evaluation systems, training and effective computer applications. Furthermore, I wonder at the apparent lack of willingness of managers to speak with their customers. After 5 monthly attempts to let service representatives address the problem, I have tried to access a manager. Of the last three representatives that I spoke with, only the last one did not stonewall my request to speak to a manager. Alas, even an escalation 3 form, which should have prompted a manager to phone within 12 to 24 hours, has failed to get me in touch with one.
Telus, what are you going to do about this? How can you expect to keep customers in the long term if you do not provide valued customer service? This kind of lapse can easily create a poor impression about a company as a whole, despite its positive performance in other areas. Please, address this lapse in customer service and save people like me hours of wasted time and feelings of frustration resulting from failed attempts to try to deal with you amicably.
If you listen to your customers better than others do, you can "inherit the world."
I made the mistake of calling and asking a Telus rep in January 2017 when my contract was up with Telus (I was in a 3 year contract to get free monitor) and was advised it was Feb 2017. I then canceled. Now Telus is trying to stick me with a $240 cancellation fee. I feel this is very poor business and extremely poor customer service. Had I been advised it was not up to April 2017, I would have not canceled and I would have suffered with the slow service for another year. I intend to ignore the charge and hope to see them in small claims court over it!
My advise to anyone considering using Telus is DON'T! Cable is way faster and offers great bundle pricing.
Ive now been on hold for 36 min after being hung up on three times. Total time invested so far today 1 hr and 3 min.
I am still on hold, oh wait ... Have I been onhold that long ? I here a Christmas song now being played. I was able to set up my new email address while I am waiting it is [protected]@TELUS.net. Wow that didn't take very long...40 min... I wonder what the weather is like outside... I am in priority sequence...Tried my new email address, works great...how is this possible... are they really this busy?... wow!...42 min...I am quite pissed off at this point and have almost forgot what I was calling them for. It's about principle now, I am going to keep holding...56 min...
...Avril Lavine...stompin Tom Conners...now I hear That I could be onhold for upto 7 min. and to be patient...59 min ... look the leaves are changing [email protected]#[email protected]#@...1 hour 11 min...wow I got through...I asked to speak to a supervisor, Im back on hold, ...3 min...6 min...
12 min...no music this time, damn...just dead air, I am waiting for that dreaded fast beep that comes on when youve been disconnected...14 min...
checked my email, paid my bills online, talked to my neibour...16 min...I got through and was very nice to the person ... I started to explain my problems to him in a nice manner, then I got a busy signal --- disconnected @#$#@[email protected]
I am going to the bar to have a pitcher of beer now ! do I go through Bell next ... Im pissed... good luck to all with any big bussiness you deal with in the future...Cam
I use Telus residential service for my business office in my home (I work remotely for a Toronto-based firm...
Telus offered the Connect 75 Unlimited wireless data plan. Data bandwidth per month was clearly defined as "Unlimited". So we subscribed to this service and paid full-price for the hardware (not under contract).
Well, apparently Telus thinks that "Unlimited" means just 5GB per month. I have been informed in a telephone conversation that my service is being terminated. The Telus representative clearly admitted that the real reason was that we were using more than 5GB per month.
We paid extra each month to have what was presented as Unlimited service.
The Telus representative also admitted several other aspects (Telus's lies) to this campaign of service termination that will get Telus is deep doo-doo when this reaches court.
I have canceled my TELUS phone line in May 2007. Ever since then, a bill appears in my mailbox every month...
I just received a TELUS bill as well as a TELUS letter, trying to explain to me that I have to pay $32.52 more this month on my telephone bill because "transition to a single billing date for all your services".
I am outraged. That TELUS is rearranging their internal billing practices is their overhead and not the customers' responsibility.
I have cancelled my automatic payment plan and will change phone service delivery if there is no change in their unacceptable billing practices.
On friday, I went into the telus store to buy a cell phone to have a pay as you go service. They offered me a package that included the phone & a free $50 card of minutes.
She told me the phone takes 10 minutes for them to activate it for me, but they would deduct $15 of the $50 free minutes to do this for me. She handed me the phone after 10 minutes and told me it takes about 2 hours for the phone to work. I paid them $78.39, and I left the store.
I tried to use the phone after 2 hours, then 3 hours, then at around 10pm, then in the morning, then all day on saturday. I kep getting a message that the phone is not activated.
On saturday day at 4:30pm I went back to the store and told them the phone is not working. She told me all she could do was give me a "repair ticket" and telus will contact me within the week. I told her I was not interested in having the brand new phone repaired as it is brand new. I would prefer to get another phone or a refund. She was adament that she will not give me either of those and my only option was to wait for the phone to be repaired. I left the phone there as it was no use to me. It did not work.
I called telus when I got home and told them what happenned. The man I spoke to explained to me that telus was having problems with their service and I need to go get the phone and call him back when I got home, thus waiting another hour on hold, to file a compaint. Then the phone would be fixed within the week when telus sorted out their service problems. I told him that this will not do. I am not waiting to have brand new phone fixed. When I left the store, it was not working, and considering I had just bought it, I do not want the hassle. He told me that telus will not refund my money nor would I be getting a replacement phone. My only option is to keep the phone and be patient for telus to fix it. He told me that if I felt it would be better to take them to court then thats what I should do.
Any suggestions on what I should do?
The store inormation is here:
Cantalk wireless (Telus store)
11 45905 yale road
I received a marketing call from telus trying to sell me another service - cable - I declined - he insisted on knowing why, so I told him I was a former employee waiting for my current service contract to run out and then was moving my business to shaw. 5 days later I received a letter thanking me for signing up for a 3 year service contract for internet. I called the company and they insisted that I had called them and requested the service, because the marketer had made notes on my file to that effect. They offered to cancel my service immediately, for a 120.00 charge, otherwise I was on the hook for a 3 year service contract of enhanced internet access I had not agreed to.