TELUS
reviews and complaints

Hello. my name is Andrew Viccajee. I have been a TELUS customer since moving to Edmonton from Ontario in 2021. since then, day 1 to be exact, i have had nothing but issues with the quality of my services. many calls have been made to the customer service department and many technicians have came and gone without the issue being resolved. I have now moved into a new area and still are having the same issue, my internet is cutting out and i cannot watch t.v for more than 30 mins without it cutting out.

I am extremally frustrated and disappointed in the lack of ability TELUS has to fix the situation within the amount of time i have been puttiing up with the service.

Sep [protected]

I have made millions second attempt to cancel a simple 11$ service which, in my opinion, doesn't even work. I've been transfered repeatly, put on hold for a total of 3 hours, and am currently waiting still. It seems for a tech company that charges customers alot of money, and profits millions, seems to have a lot of technical issues. I have been told that they cannot cancel because they have technical issues right now. This is clearly a scam to prevent customers from calling, it's the oldest trick in the book. I feel this is poor business practice and am now considering canceling my 3 phone lines I just recently purchased so that I don't have to be go through this again.

I have a plan (acc # [protected]) where I pay $27 for TV, $50 for internet and $10.87 for a land line. Every month for the last 3 I have received bills in excess of $200. And, no, I haven't overused anything (unlimited internet). When I call and wait to finally speak to someone they correct it and tell me everything will be good from now on. Except it keeps happening and I'm getting tired of it.

Do you have anyone in your company who can correct this once and for all?

My mother recently passed away. I had set up her cell phone and tv which was linked to our account and paid by automatic debit to her credit card.\

I had to speak with 4 different representatives over 3 days to get the accounts cancelled. To add insult to injury, they required my husband's permission to do so. This is not 1940! Funny that they had originally allowed me to add the account without his permission!?!

They then emailed me (yes me, as I am the email address on file, not my husband) with the instructions for the return of the TV equipment. The link to print my 'personal' waybill for returns does not work, so I am sitting on hold again.

Everything else can be done online - why can't we cancel a service online?

Also, if my mom had passed while I was away, my sisters would not have been able to cancel anything until we returned. There has to be a better way to do any cancellation and especially in the case of a death.

I asked for a link so that I could lodge a formal complaint, which all employees said that I would get, except that it never appeared. Surprise, surprise.

Absolutely atrocious customer service.

I made a mistake when paying my bill , I overpaid by 1000.00 talking to billing asked for my banking info and told me they would send it to my bank, after waiting for awhile called them again this time they told me they would have to send out a check, which would take 4 to 6 weeks, I have already waited 3 weeks for a resolution now anther 4 to six weeks

I am a long time loyal customer and noticed your support staff are not very responsive and when they promise to do something, I never hear back all they seem to be concerned about is to make sure that I give them 5 stars

I am at a point where I am starting to look at Shaw

Thanks

Stan Kieres

I purchased a new phone at the Koodo Mobile kiosk located in the Prairie Mall in Grande Prairie, AB. The Koodo manager there (Whitney) pitched me on switching my account from a personal account to a business one since I was using it for my business number. I agreed, since I was led to believe that my current personal account (the one I had set up for auto payments) was being changed over, not that a whole new account was being made that I would have to make new payments to. None of this was explained to me. I started getting missed payment emails. When I logged in via those emails to try to pay, it was logging me on to my personal account, not the new business one that I had no idea existed, and so no outstanding bills showed up. I started to think maybe it was a scam email. I received a final email threatening collections so I figured I better get to the bottom of it. I went to the kiosk where I purchased it and spoke with the manager who had signed signed me up. She was very rude and told me that she didn't "twist my arm" into signing up for a business account. I said "No, you didn't twist my arm, but you didn't explain all that was entailed. I didn't know a whole new account was being set up that I would be missing payments on." After a lot of blame shifting and denials, the manager eventually admitted an "error was made" but wouldn't admit it was hers and that I should call customer service instead. This unprofessional manager ended up costing me $700 in the long run and the business account I originally wanted was cancelled! Unbelievable.

Business Internet Account was closed Jully 2022.. Moved Business - no internet service as July 2022. Address of service was 401-3735 Casorso Road.

There was a balance on the account owing. Telus continued to issue bills despite the account being closed. Asked to stop being billed for services that do not exist. They calculated the refund and issued it back into the account in the amount of $254.80. I asked for this amount to be sent via Cheque in the mail. It never came. Then in March of 2023, they billed me for services to this account. In march I aske for the amount that was charged to be put back onto the account. And have the amount of 254.80 refunded to me via cheque. Telus keeps sending me to Customer service agents that will not refund the full amount owning to me. I have asked for many times and they are trying to tell me that the account is still open. I moved from the address in July 2022. And the service was disconnected in July of 2022.

I have used Airalo eSIM previously and never been charged during that time by Telus. This trip was a longer trip and the bought eSIMs for my husband and me. The eSIM worked as when we ran out of data we topped them off. When we got home we received a massive $960 bill. I called and spent 1.75 hours on the phone and they accidentally hung up on me. Didn't call me back even though they have my phone number and account number. I called them back the following day and talked another 2.5 hours. 6 team embers and 4 hours later after some staff telling me I will get a discount their final answer was sorry no. Why didn't I receive texts saying that I was using roaming and had spent so much or that my eSIM wasn't working? Why waste my time for 4 hours? They have terrible customer service. Obviously, because as I am writing this complaint I am livid!

I signed up for Telus Home services when I moved to Abbotsford,BC last September. The promo was a free 55" Samsung TV. I have been in contact with them a few times. The first time I inquired where the TV was they said that they had the wrong information on file and they were unable to deliver. Plus the fact the pandemic was happening and there was a shortage of the TV's. They siad it would be delivered soon. It wasn't. I called again and they then said they would not deliver because I had an outstanding balancve. I told them if they felt I was obligated to pay then they were obligated to deliver the promised product...as they said they would. They didn't. Now I just got off the phone with them and they say they looked into it and the reason they didn't deliver because I didn't qualify for the promo because of my credit rating. I am frustrated and angry. I want my TV as well as an apology and possibly a reduction of service cost due to their incompetence. I have spent hours trying to deal with them to no avail!

During the pandemic telus fiber optic team came onto our property, they horizontally drilled for a fiber optic line from the alley to the back of our home. This crew damaged the roots of a mature mayday tree, over 20 years old. Only 1/3 of the tree is healthy and alive. We had a arborist come onto our property and investigate the cause of this. They told us the cause was that the tree roots were severed when excavation was done on the side of the tree where the horizontal drilling occurred. This mature tree now needs to be removed and a new tree needs to be planted. I want telus to pay for this property damage.

July 20, 2023

Hello,

Problems with Billing

I have repeatedly spent time with Telus regarding problems with my bill. Most recently, after lengthy discussions, 2.5 hours, about renewing service on July 9 with Jordan Loi, I was incorrectly billed. I had to again spend valuable time, 3 hours, on July 19 with Alex correcting the problem.

Technical problem

Starting on July 10, our home phone answering machine would not properly retrieve messages. After time spent, 3 hours, with Alex on July 19 in which she recognized it was a Telus problem. The problem persisted.

We bought another phone and answering machine to be sure it wasn't the machine. The problem persisted. I called again and spoke to Russ on July 20. After 2 hours on the phone plus an hour waiting to be connected with technical support, it was again determined the the problem was with Telus. The problem appears to be solved.

These times include long wait times for service, agents unable to help and finally, lengthy time resolving the problem

My complaint is that I have spent precious time on the phone trying to solve Telus problems. These were not problems with my answering machine, or a misunderstanding on my part about my bill. Also, I have spent money, both for a new answering machine and in time used on my cellphone plan while talking to Russ so that Telus technical people could work on our phone line.

What compensation do you propose?

Thanks,

Lesley Watts

231 Carmanah drive,

Courtenay

[protected]

Hello everyone,

I just want to know where to complaint and get help for business telus bundle billing?

I took business bundle from Telus for security, internet and landline phone plan for business.

My business was not good and I have big loss in the business so I close or shut down the business.

When close my business and cancel the services from Telus they ask me for termination fees and I said I can’t pay that fees because i don’t have business or money. They said we will send you final bill after we will give credit or discount.

Now I got bundle bill more then 4K and I called them and I said I need some credit or discount because I can’t pay this much bill . Because I don’t have any profit in my business and don’t have job and I don’t have money to pay .

But now they said you close the account or cancel the service so we can’t do nothing before they said first cancel the service then we can do.

I called them and almost 2 hours they transfer each other department and doing nothing.they transfer billing department then they transfer to credit department then transfer the loyalty department and they transferred to again billing department then they again talked to loyalty department and said we can’t do nothing.

Then they said I can get phone service and security and internet service install to my home which I don’t want I have already.

Now they are not doing nothing and said we will send collection department.

I said need credit and discount then I can try to pay the bill borrow some money from friend .

As I don’t have job and money .can i go in consumer court for get help about this issue.

Please help me and give me some suggestions regarding this Telus behaviour or service.

Thanks

On June 30th, I relocated, having given Telus a three-week notice regarding my move. However, despite the heads up, I found myself without any service on the very day of the move. As of today, July 11th, I'm still without service. No internet, no cable, no phone. Today, I had scheduled a service appointment, anticipating the arrival of a technician to address these unresolved issues. Between the hours of 5pm-7pm, I waited, but no one turned up.

I've been a Telus customer for almost six years and this level of support, especially during a move to a new address, is something I've never experienced before. A technician did come out on the day of the move, but he seemed in a hurry and failed to complete the job. He advised me to call back if I faced any issues, and he would return the next day. However, when I called back, I was informed that no one could visit due to the long weekend.

The subsequent weekend, another technician came out. At first, it seemed like the issue was resolved, but the service failed again the next day. Telus' customer service has been one of the worst I've encountered. At one point, I was on the phone for an hour and a half, being transferred among ten different representatives. Each time I was forwarded to a new agent, I had to reiterate my problems over and over again.

I am a sen ior and have been a customer of Telus many times . In the last 3 years I have been a Telus customer until about a month ago I was lied to by one of their techs so I changed suppliers. That did not work out so I went back to Telus. I sked for the same plan that I had before. I thought that I deserved any promotions that were available , but as it turned out I was lied to by the sales clerk . We talked and I said as a new customer that I qualify for the 55" free tv. He said that maybe I should take the other offer of free home protection or something that I didn't want and asked about a landline that I don't need but he said it was free. I received my first bill about 317.00 t5hat included $30. plus and so I contacted Telus and complained and did receive some credits but was informed that the landline is not free and if I wanted to cancel that service that there would be a service charge of $150.00

From: SHARON L

Sent: July 10, 2023 2:37 PM

To: [protected]@telus.com

Subject: EQUIPMENT RETURN URGENT

Importance: High

I just spoke to a manager named Dave (200 pm) here in Calgary and he told me there wld be a $150.00 return fee if your employee had to come and pick up equipment that needs to be returned whereas I was told twice by 2 staff members that there wld be no problem with having an employee picking up the equipment because of my condition. I am on pension, handicapped, in a wheelchair, and have no one to help me. A lady also told me 8 days ago that I had to wait a week to contact Telus again to have someone pick up my equipment due to a time factor. Telus did not have the same channels etc as Shaw did as I was with Shaw for over 5o years and I was not happy with the service I was given by Telus therefore I went back to Shaw. I made sure everything was completed according to yr agreement. I require yr immediate response or it will be necessary to take further actions.

Because I am handicapped and in a wheelchair and cannot get to a mailbox etc I

was told to contact you when everything is packed and ready for someone from

Telus will come and pick it up. I am a senior and have attached my information

for pickup. I have no one to help return the equipment and there is a note on my

account with you referring to same.

Thank you

Sharon langevin

[protected]

There are over 20 emails I can forward to you. Your TELUS Account Number:

[protected]

Fyi

June 26