TELUS
Reviews and Complaints

Revathy Prabu

13014 162 a ave

Date : Oct 6, 2023

Dear Darren Entwistle,

I am writing to you today to express my deep disappointment and frustration with the abysmal customer service experience I recently encountered with Telus. As a long-standing customer, I expected a level of service that aligns with the reputation and values of Telus, but sadly, my recent experience fell far below my expectations.

On Oct 6 ,2023, Telus loyalty team reached out to address an issue I was facing with Price mismatch . However, the customer service representatives I interacted with exhibited a lack of empathy, knowledge, and efficiency in addressing my concerns. Instead of feeling supported and assisted, I was met with indifference and unresponsiveness, prolonging the resolution process and causing further distress.Unsatisfactory Communication: The communication from the customer service team was inconsistent, unclear, and often contradictory, adding to my frustration and confusion.

I had a numerous calls from the loyalty team to come back to Telus and they offered me a price which made me to accept the offer . When the team sent the summary statement along with the installation date - noticed that the price offered was different from the discussion we had - so called the customer service who also confirmed that the price offer was mentioned in my notes and will revert back the email with the correct quotation that was offered and they transferred the call again to the loyalty team. I had a conversation again for almost 1 hrs where the rep from the loyalty team kept on denying that there is no notes about the offer that was given to me - when I started asking her name and other information - she mentioned that the now she can see the notes from the previous loyalty rep. So after wasting 1 hr of call with the agent . finallyshe accept there is a note and will call to confirm that the same offer will be given to me .

First I never contacted the Telus.

Second - I had numerous call from both the loyalty team which I was very impressed by the way they wanted they client back - so I accept the offer - initially I didn't have any issue with all the rep I had - but today I spoke to this rep who seemed poorly informed about the company's policies, services, and solutions, resulting in incorrect information and misleading advice.

The communication from the customer service team was inconsistent, unclear, and often contradictory, adding to my frustration and confusion.

I believe that exceptional customer service is the cornerstone of any successful company, and the current state of customer service at Telus is detrimental to the company's reputation and customer retention.

In light of the aforementioned concerns, I request the following actions to be taken to address the inadequate customer service and improve the overall experience for Telus customers:

Conduct a thorough review of the customer service operations and identify areas for improvement in training, knowledge, and responsiveness.

Implement measures to enhance the customer service training program to ensure representatives are adequately equipped to handle various customer concerns effectively and professionally.

Offer a formal apology for the unsatisfactory customer service experience and take appropriate steps to rectify the issues I encountered in a timely manner.

Provide a dedicated point of contact for future inquiries and concerns, ensuring a more streamlined and efficient resolution process.

I trust that you will take this complaint seriously and initiate the necessary actions to address the customer service deficiencies promptly. I value my relationship with Telus and hope that steps will be taken to regain my trust and confidence in the company.

I need a call back from the appropriate team about this concern - otherwise this will be escalated again to the media - sorry this made my day worst with family issue and what not I spend almost 4 hrs calling Telus and my other service provider - had a confusion will I have service for next day work - as I am working from home - need a resolution for the hard time I had with your service

Thank you for your attention to this matter. I look forward to your timely response and resolution.

Sincerely,

[Your Name]

Hi, this complaint is about Telus, San Salvador, my son was trained in there for 90 days and the team never complained about his duties, and he was called for his supervisor who without warning she send him at home, He feel discriminated, afraid to explaining how he feel, because they didn’t respect his culture about how to express his feeling and that Lady said he was rude, but when this happened in the team the supervisor worming them, but they didn’t with him, He is very dedicated and helpful with his team, He never mean be offensive.

Problem with billing...

Problem with security system...

Problem with getting hold of someone to actually talk with here in Canada

I'm not on hold and being passed around for almost two hours...

YES>>>>> 2 hours.

CRTC needs to know this and this needs to become more public...

Security system problems not resolved.

Can't get someone in Canada to talk with, we get every other country around the world. Right now I've been passed around to 5 different people and on the line for almost 2 hours now...

Over a year now waiting for the security problem to be fixed, and we are still waiting.

Now, there are billing problems and we cannot get a human to talk with unless we wait for over an hour... and it is almost impossible to get someone in Canada to talk with... that takes hours.

There are other problems. Telus wants our money but does not deliver reliable service at the most expensive service in the world...

Something must be done about these companies taking things off-shore.

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.

On September 11 2023 I contacted Telus to cancel my contract for the phone number [protected]. This contract has been in place for over 40 years. I could not remember security details such as pin number. However I was eventually able to verify my identity to the telus staff person. The call took about 2 hours. I was told that things would progress from there and assured that there would be a satisfactory result.

On 19th September 2023 I was asked to contact Telus again to repeat the process. This time I was not able to convince the operative of my identity. This was very frustrating. I was asked to present myself with ID at a telus store, which I did. My identity was accepted and I was assured that things would proceed. A few hours later, after I went home, another Telus operative phoned me and started to go through the verification process again. This was ridiculous and I expressed extreme frustration.

The issue is still not resolved, Telus is impossible to work with at this point. We are at an impasse.

On Aug 11, 2023 My spouse and I returned from a trip to Italy. During the trip I used my phone only for camera and used the wifi at the hotels. When we returned home ny Government of Canada phone plan which was about 70.97 per month sky rocketed to 272.73. I was outraged. When I contacted a customer service agent to discuss what the outrageous charges on my account were from the children that work there on the weekend felt that I was not a valued customer having an account since 2015 with Telus. They refused to escalate the call, offered nothing in terms of refund or compensation for the error. I immediately requested to have my account disconnected on the spot. I was outraged! I immediately went to Rogers signed up for a new Government plan and will never look back! Good on you Telus! I hope your negligence and arogance continue to lose you values customers. I will NEVER deal with this company under ANY circumstance ever again! 4x ny reg bill in 11 days time! I hope losing a long time customer was worth ripping me off for 200.00! This is the most disguesting company I have yet to deal with not to mention the battle I had to go through to get the 89.44 they owed me back which I am still waiting on. Giant companies like have zero concern for their customers and the sooner we realize this and go elsewhrre, the sooner they will be out of business!

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 made request to telus about shifting my connection from my rented accommodation to new location. I had 300 mbps speed fibre connection. They gave me date 28th august 2023 for this work. They stopped my net services on 26 august 2023. On 28th august 2023, they sent a engineer to install my connection here. One representative from telus called me to explain that telus does not have fibre facility with this building. They told me that they can only provide us copper connection service here with 100mbps speed. At the same time, I was providing access to telus engineer for electric room and other required places to establish wifi internet connection there. I don't know why he did not complete his job three. He install modem without working condition and left the place. I called to customer services again and again but nobody gave much attention about my request. Really, I have not seem thay type of worst service in my life before. I am complaint again and again for last 5 days. They generate a ticket, resolve and close the ticket without providing resolution. I have been so frustrated since 28th august 2023. I am so afraid that continuous frustration might give me health issues. If it happens then telus will be responsible for it.

After ‘harassing’’ my dad to migrate his Telus landline and internet from copper to fibre optic cable, my dad set up an appointment. No technician arrived for the appointment so another appointment was set up with the same result. The third appointment was cancelled by Telus less than 24 hours prior to the appointment time. A forth appointment was set. Telus made an error with the date of the fourth scheduled migration appointment and disconnected my dads service.

My father lives on his own in his own house and has a ‘life- line’ type device. At the time of writing this, he has been without phone, internet and 911 service for 4 days. During this time we received an alert from his life line device and were unable to contact him.

I have spent hours on the phone since Tuesday with managers from the ‘escalation department ‘at Telus in an attempt to get his service re-instated. By the time it was determined the disconnect happened at the office and not in the field, I was told too much time has elapsed (24 hours) and they couldn’t do a reconnect from the office. I have been told it is impossible re-route a technician to reconnected his services.

I asked to speak to the supervisor of the ‘escalation department’ and was told it would take up to five business days.

This is more than an inconvenience. Through no fault of his own, a vulnerable senior has been left with no connection to the outside world, family and 911 services.

This is so frustrating.

I contacted Telus on August 11-23 regarding a problem with the home phone line billing and Mr.Jagdeep received my complaint. Telus website submission tracking #: [protected].

The understanding was that I would be paying $4 for the line for the duration of my service agreement, agreed upon July 8 2022. Mr. Jagdeep sent me a new agreement that I did not agree upon. I complained about charges for the telephone line only. The new agreement is changing my Optic tv charges from $75.00 per month to $114.00 per month.

NO NO NO NO, I AM NOT ACCEPTING THIS NEW AGREEMENT AND I WILL NOT PAY THE CHARGES AS REFLECTED ON THE AUGUST 20 TELUS BILL.

Every time I have to resolve a billing problem with Telus I have to spend an inordinate amount of time. Please, read my august 11-2023 Email and correct the billing inconsistencies, but do not change the balance of the agreement. Last but not list cancel the new August 20-23 bill because I will go to court before I pay it.

Thank you very much

Ferdinando Masini Pieralli

[protected]@gmail.com

Submitted to Telus August 22-2023 at12:55 pm.

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