TELUS

In October I applied for a vacation service suspension ($15/service/month fee) so I could visit family in the UK. In November I noticed the full amount was still being taken and after 1 hr on the chat line, I thought this had been resolved. December is coming so I checked the bill and only the telephone has been cut to $15, the others are still at full rates. It is difficult to use the chatline from the UK (8 hours time difference) and ther forms of "Customer Service" are non-existent. I'm not going to hang on the line for hours at international call rates, free phone numbers do not work internationally. This has happened before, I am losing trust.

Hello Complain Department:

I would like to submit a complaint regarding Telus Representatives. One of the Representative has contacted us on Nov 05,2022 and sold us the different plan, which we didn't agree. At the same day, we have received to orders for Mobility and TELUS SmartHome Security. We called to the Telus Representative and asked him to cancel two orders immediately. He has ignored us our request. We called Telus and asked the to cancel two order as soon as possible. They did cancel and send us email confirmation. After few days, we got few more emails that our accounts are active and we our billing is ready! We got an invoice for the services which were cancelled and we never use them. We called Telus again. After 1.5 hrs of waiting period we started to explain our situation to other representative. He promised us to close our accounts and delete our contact info from Telus database. After our conversation, we received another email saying that: "Thank you for confirmation to reschedule TELUS SmartHome Security installation. Our technician will come on November 26,2022 at 11am."

It is ridiculous situation that someone has rescheduled the installation without our approval as we cancelled our orders immediately at the same day.

During 3 weeks we are trying to explain to the Telus Representatives that we are not their customers and never we didn't use any Telus services but unfortunately we are getting illegal emails, bills/invoices, etc. It is annoying situation. The Telus Representative illegally act on customers behalf using our contact info to activate the services and schedule the technician, sending us invoices for unused services without our approval and permission.

We are very tired to resolve this ongoing issue. Please help us to resolve this situation as soon as possible as we are going to report this issue to the The Office of the Privacy Commissioner of Canada (OPC) & Federal Government’s Spam Reporting Centre gathers intelligence to support the enforcement of Canada's Anti-Spam Legislation (CASL).

Please see our order details below. We can send you more information as you need for investigation.

Order details - ES2173012510

Order Number

ES2173012510

Date

11/05/2022 02:50 PM

Account Number

[protected]

Outlet ID

[protected]

Mobile Number

[protected]

Sales Rep ID

K83H

Purchase Details

Details

Amount

TTRISIM2

$0.00*

Thank you for understanding.

Alexey Kelner and Inga Cernei

[protected] & [protected]

Email: [protected]@gmail.com

I paid my telus bill early just like other previous times yet telus keeps charging me late fees and telus does not apply my payment properly and telus messes up my bill please look at my previous bills and the time frames as now it shows it again same mistakes of not applying my payment accordingly and once again trying to double bill me and charge me un neccessary late fees

You have an overdue balance.

Mobility account: 

#[protected]

td bank ref numbers:

K6A2u9 $100.80 Oct 3 2022

R3A2W2 $110.00 August 31 2022

Aug 2-aug 16 credit $42.50

Aug 2 2022 X3Q8H5 $ 100.00

July 15 2022 L2R6K3 $ 90.00

June 17 2022 U8X8L7 $9.89

May 13 2022 X5R5K4 $ 110.00

April 29 2022 Q2R3Q2 $ 168.00

April 1 2022 W8L6H4 $ 80.00

March 2 2022 Z2W5K9 $90.00

Feb 2 2022 J8K3W3 $88.00

so notice that I did switch plans and how I paid for old plan and you took my full payment applied credit but I still got billed full amount and no real credit applied but was double billed and I paid it any ways

and last bill shows I should only have current service due not past due and on top you bill me late charges for when I paid in advance and you never update my bill properly

please look over my bill and readjust it as I am beginning to think maybe you do not value me as a customer by you constantly over billing me as I called and called and only get links and never be able to talk to a real person and you keep repeating the same mistakes making me feel like I may need to look for a different phone company who is more accurate in doing the billings

this is the last time I am going to ask as I am almost ready to end being a customer

[protected]@gmail.com

[protected]

Mobility account: 

#[protected]

I ported my connection to telus in October 2022. Telus billed me unexpected amounT. I called them multiple times but issue is not resolved. I had 3 line under my name. Each line $38 per month and $14.50 for 1 phone every month. My lines got activated after few days of the connection. Telus charged for multiple things . I want this issue to be resolved. My contact is [protected]

Bought a new phone from Telus (a gift for my mother for Christmas) plus me and my wife switching over from Fido to Telus. Therefore, the delivery should include a new phone Samsung S22 and 2 new SIM cards. I received the mail today. Opened the shipping box. There was the new phone (unopened) and one new SIM card. I was wondering where the second SIM card was, so I contacted Telus. The untrained customer service lady told me that the second SIM card would be in the new phone box. Therefore, I had to rip the phone box open (stickers to seal the box) and there is no SIM card in the box. So, now I have a ripped open box (looks like a second hand phone now) and one SIM card. Know your [censored] before you tell people things. I told her that the phone was a gift for my mom and I didn’t want to open the phone box if I never had too. She she I had too because the second SIM card is inside (but wasn’t). Telus does not want to replace the phone with an unopened one. [censored]ty service and untrained staff. Second guessing my decision to switch over to Telus.

I am a professional AZ Driver and my company purchased phones using your service. Your reception in the USA is APPALLING and MEDIOCRE at best. I cross at Port Huron weekly and once I am on the i94 I am UNABLE to make a phone call for at least 15 miles once in Michigan. Continuing to Detroit reception is sporadic and once passing through Detroit, reception is Pathetic. (I can be 200 metres from the numerous cell towers and be UNABLE to call out)

Indiana on the 24 is a case of knowing which 1/4 mile stretch you can call out on. I am in Lafayette weekly at the same locale and if I need to make a call I have to exit my vehicle and wander around the site to get a signal.

Ontario is no better. Sarnia gives me reception until I get onto the 402 from customs then NOTHING for at least 10-15 miles and intermittent signal until the 401. Toronto I dont bother/cant call out til at least 35 miles North and then its patchy until half way to Quebec. Are you going to sort these problems out as my firm is seriously thinking of dropping you as their carrier.

The salesman lied regarding the details of the services we were singing up for.

The alarm was only set 3 times, one of them tripping a false alarm resulting in the police being dispatched to our home and receiving a $164 bill for a false alarm. This was equipment malfunction. Telus/ADT was to pay the ticket but never did.

Next, a smoke alarm went off (right beside my nest smoke detector which didn't go off) due to a shower. I disabled the alarm and the fire department showed up to my house anyways.

I was supposed to have the service cancelled with no cancellation cost. The ticket was closed, yet I still got billed. The extension number provided to the manager would always go straight to voicemail. (I called at least 100 times, leaving at least 20 voicemails), none of which received a return phone call.

This is a scam and fraud. The systems never worked as advertised and caused me severe anxiety of it being triggered and the police or fire department showing up to the house. This is the opposite of making you feel safe like it should.

Re-780.897.0737

So I have multiple complaints regarding telus. Most recently I purchased talk n text 15 and service was not added to my phone, once again I had to spend hours on the phone to rectify this and it also used my remaining balance to fix the problem making my 15$ plan cost 19$. But this time I was given 1 gig of data instead of the usual 4. And this is not the first time ive had to spend hours on the phone to fix mistakes made by telus either by changing your active rate plan or whatever you call it, it seems to change every two or three months leaving me with spent telus cards that I must use, or throw away the card would be the alternative. Ive threatened to discontinue with telus before over similar matters but was always convinced to stay with extra data but im at an impass now and if you dont give me something thats quite worthwhile for all the many hassles ive got from telus as a paying customer I will truly switch to another provider for all the time ive spent on the phone with customer service (must be over a dozen), isnt worth it and theres cheaper, better plans elsewhere. So if you decide to reply plz do so in texting format not email. If not its fine ill just use what remaining phone cards ive already purchased im due for a new phone anyhow so its no problem for me to switch.

In July I received another call from Telus trying to sell me a mobility package. I am a long-time loyal customer of Telus for all my home services so I did trust this company. After a lengthy discussion, I agreed that a corporate account would be of financial benefit to me. I was leaving on vacation and did not have all my phones currently in my possession. I told the representative that once back I would contact Telus. He told me he would send me the SIM card and once I am back and have the cards to contact Telus to set up my mobility service. Well, I never received any SIM card or any further communication from Telus. No email, no invoice, no nothing from Telus. I then randomly received a notification from my credit report that I had dropped in points. I checked into this and noticed a report by Telus that I had missed three payments and owed 677.13. I contacted Telus, but they were unable to find any amount owed or history of any missed payments. There was no account that they could find. I then contacted the credit bureau and filed a dispute. I again called Telus again to speak with a representative. After hours and on day 3 this representative did locate an account associated with me with Telus mobility. I told him the history, and he in all earnestly attempted to assist me. Once he found out it was a corporate account he had to put me through to someone else. Once again, I was put on hold. Hours passed with no response. I called back but again was told the wait time was over an hour. This is day three and I had spent my one day off on the phone trying to resolve this issue. On day four again I called. The number is had called the previous day had now been changed and for a fee of 3 dollars and something they would put me through. I then called a different number, to which again I was told I would be waiting for over an hour. I actually fell asleep waiting on hold, and then my phone died. Miraculously I received my first email from Telus mobility informing me of my overdue account. Then the next day miraculously another email with the amount owing now almost 900.00. Then another credit report that my credit has dropped again to the lowest it has ever been. I have not been able to sleep, am nauseated, and constantly worrying about this bill and the effect it is having on me. How do I speak with someone and fix this? They now tell me to call Monday during work hours. I also work Monday and do not have the time to spend on hold or the time telling one representative the whole story to be put on hold again to be put over to the next person, then no one comes back to the call. This is the most stressful experience I have ever had with any cell phone company. I am trying hard to not let this affect how I feel about Telus home services as have never had any issues before and have been a customer in good standing with never having any missed payments. I am at a loss now on how to fix this and an apology should also be coming.

a) I had to call Customer service just to get yard signs - you cannot request it online or via email so one is forced to wait to get through to a customer service rep merely to get a yard sign. Ive been a customer for over 10 years and the last time I got one measly sign was when I renewed my contact in 2019.. so 3 years ago (just one measly sign)

b) I called [protected] ; a call back service is available BUT their call back goes to VM without the ringer going. Dont know how they do this but its not the first time ive had this happen. I received a text message callback was coming, I sat by the phone, no call but my VM indicator lit up. MY CALL LOG SHOWS there was no call back.

c) I call again and after 45 mins I get through and get told I need to pay $30 a sign for 3 yard signs (I have a large yard, and a back fence that backs onto the Elbow river). I need a sign for the front and access to the back yard and the river side fence - so $90 for a 10+ year customer to get yard signs. And of course no way to complain or escalate the complaint. I pressed and they agreed to remove the charge but I dont know if that will happen but point is even if they do WHY CHARGE A CUSTOMER FOR YARD SIGNS?

Telus is now billing me for an app which I never subscribed too: E-Fitness, @ $3.99 per week. They claim it's not their fault. It's some issue with android. But they are happy to collect the fee for the app and keep a share. Benefiting from the profits of crime. It's too bad Canadians are so well trained to never be without their phones. In light of this reality, the behaviour of the phone companies will never change.

Date of misguided information Oct 8 2022

Had salesman come to my door and lied right to my face point blank.

He told me Telsa would waver installation fees and there is no commitment or contract.

The price I would pay is 45.00 a month and could cancel anytime.

He then said he had to ask me questions and record it.

I thought ok he has to prove he was here.

He went down my hall and called. I couldn't here very good so I just kept saying yes.

I trusted him.

When he left I Googled Telsa to see what other offers they had.

Big mistake, says contract needed.

Was lied to from the beginning

I am a trusting person. Stupid me!

I have recently moved and Telus has been an absolute nightmare. I had my internet installed on a Sunday and everything was great. The technician who had installed it checked in later that day called back to ensure everything was working, at the time it was.

Sunday around 11:30pm the internet goes down. So I wake up Monday morning to no internet services. I called Telus, I am informed that this has something to do with the fibre optics and that a box of some kind needs to be installed at my home. I am informed they will have to call me back. I inform them that I am not available till 10 am for a callback. The rep from technical support agrees to call me back. I am then transferred to customer service. Which after a 30 minute hold time I get through. I tried to inform the rep that earlier when I spoke to Telus I was told that a technician would have to come out to install the fibre optics box. This was brushed off due to the internet signal showing strong on her end. I tell the new rep I will go home and just verify that they are in fact working and to call me back in about 40 minutes. Upon arriving home, I see that the internet is up and running. The rep calls back and mentions she is going to lock it in or something like that.

Well Tuesday morning roles around and no internet, I call Telus around 4:45 am and speak with a different rep. I was on the phone for about 30 minutes with this rep during which time he agrees to send a technician out. Great finally I felt listened to regarding this entire event. Only issue is the technician cannot get here till Saturday.

I am quite upset with this entire issue, as my roommates and myself are all students who rely on internet very heavily every single day. I feel disrespected by this company and especially by the rep who had brushed me off when I told her that there was talk of issues with the fibre optics box.

Had purchased a month to month public mobile account for my son a couple years ago. Recently switched him to Telus. I am unable to navigate through public mobile on computer and after a couple hours on the phone could not cancel service with a rep as I don't remember any passwords etc. Contacted mastercard to cancel payment and they state they cannot do that without being told by public mobile. simply want a charge to stop coming off MY credit card that I pay for. phone number was [protected]. BMO mastercard ending in 1372 AND REFERENCE NUMBER FROM STAEMENT IS [protected]

We had Telus/ADT security come to our home, AGAIN to try and fix our cameras due to whatever the NOW issue was, and the technician had to change out a camera again and in doing so broke our garage door. I had to immediately find a company to come out ASAP and fix it so we could close it but it didn't fix the problem entirely and we have been fighting with Telus/ADT for over a year now. We get emails saying it's with the manager (Chelsea) and the legal team and someone will contact you, BUT NO ONE contacts us and we hear nothing. This is typical Telus service, as Chelsea never contacts us back. So when is Telus/ADT going to fix our garage door or pay for a new one? When are you going to be accountable.

Telus sales agent misrepresentation:

Two sales agents knocked on my door selling a $60 per month fibre optic connection they claimed was better than wifi.

The service was connected after a week but opposite to my expectation the network was too slow, I cannot even watch my tv because it keeps buffering, and I found out that it was a wifi connection, not a "fibre optic" and wasn't aware I was put on 2 yrs contract.

I called customer service twice to ask for consideration if they can reduce my cancellation charges and surcharges but they keep billing me more as I keep on waiting for a response. For the third time, I was supposed to ask for an installment payment since I lost my job a year ago and I am under financial constraints, but they said they already submitted it to the collection.

I know I cannot fight these giants but I just want to let them know my attempt to ask for a little consideration and acknowledgment has caused me more struggle.

Two hours to talk to a foreigner, I expect to speak to someone who is payed in the same currency I'm paying my bill with . While I'm waiting I have to listen to a bunch of propaganda about how telus is a world leader on sustainability on farming , focus on community employment and heath. It sounds a tad hypothetical since they are hiring lower rate employees overseas.

What business does you phone have on the farming industry or your heath ? It sounds like " the world economic forum " agenda is linked to this service.

Needed a new phone. Got haggled by a new salesmen to switch from koodoo to telus for convenience AND a lower bill! Have a $180.00 credit with koodoo as a result of the switch because of course any money in koodoos hands has to be passed back to me via them. STILL HAVE NOT RECEIVED IT and I'm still trying to get it from them. Telus bills ahead of time so I got a $200 bill RIGHT OF the bat for interm use and A NEW billing cycle. Bill is $30more than my koodoo bill ever was. My bill is 4 days overdue AND I receive a pay my bill or GET DISCONNECTED. TELUS won't assist me with koodoo to get my credit back but sends disconnection notice for previous bill from ONLY ONE MONTH PRIOR($97) I won't recommend someone switch to telus ever.

Telus installed fiber optic cable and in the process made a mess of my lawn and dug into my sprinkler system in many places. They did come out and repair the sprinkler lines , but in the end after they left I had to get more repairs. I also requested Telus twice to remove the satellite dish on my roof since I now have fiber but received no response. I removed the satellite dish myself and I want compensation for removing it and repairs to my sprinklers.

Our agent or technician name is prince his number is [protected]. He calls every day when he gave deal one day I told him to come he gave us home phone, internet or home security. One day smoke alarm is running there is no cooking at all police or fire department come and stop that, after 1 hour same alarm running for nothing happened police and fire department come and stop next day same thing they come and gave us warning if not fix they charge us . I call my technician or agent and he didn’t help even speak rude and say I don’t care about even I complain about him so pls if Telus is really care about customers fire these stupid agents who ruined Telus image