TELUS’s earns a 1.9-star rating from 3 reviews and 415 complaints, showing that the majority of telecommunications consumers are dissatisfied with service.
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very poor customer service
Telus phone/internet provider gave me a discounted package price for 1 yr. After 1 yr when they increased the internet fee there was an unexplainable $20 fee which they said they would credit back. I also chose at that time to downgrade my internet service to the slower high speed. The next bill came with no credits and no downgrade. When I phoned in again they would not give me the credit that I was promised before and had no explination why I wasn't downgraded as I had requested. When I demanded to talk to a supervisor/manager to complain about the poor service, she wouldn't let me. I phoned back again and was told a manager would phone back within 4 hrs. I waited 4 hours and but could not get through again after 45minutes on hold. Later that night I managed to contact them and was told a manager called within 5 minutes (when I was phoning other service providers) of my first requesting to speak with supervisor when I was told I couldn't hold for one but had to wait for a return call. I never did get to speak with manager as they never tried calling again (call display proves it).
So I decided to go with a new internet/phone provider. The day that they contacted Telus to inform them of the cancellation, Telus, without any explainable reason, cancelled the free Telus Security Services for my internet. When I phoned Telus tech services, they tried to tell me that I never signed up for this feature and that I could only get it the day after my service was cancelled. This makes no sense to me, but this is the kind of service you can expect from Telus.
Is this good business sense to treat customers like this? To give poor customer service repeatedly until you are so frustrated you decide to cancel and then remove your internet security features for the last 2 weeks that you need to wait to cancel their service? I guess this is Telus's way of saying "screw you, don't ever come back to us, we don't need or want you as a customer anyway"!
Note: Telus once had a monopoly on phone service in my area until government regulation opened up competition. It looks like Telus still needs to learn that good customer service is very important to stay competitive in the current phone/internet service provider market!
The complaint has been investigated and resolved to the customer’s satisfaction.
false contract
On the 1st of June 2010, my Husband and I moved into a townhome with his parents to help care for his ailing Father, who had been recently diagnosed with cancer and was given 2 months to a year to live.
As his Father was a Telus costumer, we contacted Telus on his Father’s behalf and told them we had moved, and that in addition to the phone service he had with them, that we would require cable as well.
On the 18th of June, less than 3 weeks after we moved, my Husband’s father passed. As there was no longer any reason to continue to live in the townhome, my Husband called Telus to let them know that we no longer required their services as of the 1st of September 2010.
It was at this time, Telus informed us that it was written in our files that we had verbally agreed to a three year contract, and if we were to break the contract, we would have to pay $10 per month, for the remainder of the months. As we had just started this “contract”, it means the amount owning to cancel the services would be approximately $350.
There is absolutely no way my Husband, my Father in Law or myself would have agreed to such terms, given my Father-in-Law’s prognoses. As such, we asked Telus to provide proof of the verbal agreement. One representative told us that the call was never recorded, and another one told us that the call was deleted a month after it was made.
My Husband and I have spoken to Telus many times since to address this problem, and each time a representative gives us a different explanation as to when we supposedly agreed to the verbal contract.
One representative went as far to say that my Father in Law verbally agreed to the contract one week after he died! Another stated that he agreed to it in May, one month before we moved into the new home with them….
As Telus is completely unwavering in the situation, and since it’s their word versus ours, my Husband and I have no choice but to pay the cancellation fee as we don’t want to incur bad credit when the bill goes to collections if unpaid.
I honestly can’t believe the terrible situation Telus has put us in. I am going to continue to fight this battle, and inform everyone I can not to use Telus under any circumstances. Not only are they making false claims which they can’t support whatsoever, they are taking advantage of two people who are in the middle of grieving.
Telus are a bunch of liars, they don't have "files" on anyone, if they do, it's all false and fraud. If you did not sign anything you do not have anything to worry about. They do this to alot of people, they lie, cheat and scam. Do not be afraid of them. Telus has got to be the most corrupt company i have ever delt with.
spam
Telus called us from the following line, [protected]
They called as following time to us,
2010-08-13 7:18pm
2010-08-16 8:47pm
2010-08-17 6:16pm
2010-08-19 3:12pm
2010-08-20 4:19pm
2010-08-21 2:25pm
2010-08-24 2:40pm
[protected]:18pm
My husband told them to stop calling us once, and they said okay. I told them once that the person they are looking for doesn't live here any more, they said they will stop calling. But they all LIE.
We left Telus about 4 years ago. Every year we have to go through Telus's spamming calls. There are so many times when we answered the call, they hanged up. Nice way to do the customer service.
And finally I called back the number asking them to stop. They said if you want us to stop calling you, you have to call [protected]. Then the person there said that okay we will stop calling you in 31 days.
What? I am not your customer, and you have rights to harass me for 31 more days. Is there any justice here in CANADA?
The complaint has been investigated and resolved to the customer’s satisfaction.
misleading advertisement
signed up for the Sierra wireles watcher because it was supposed to be able to use it anywere when i tried to use it in Boston Bar it didn't work.When I phoned telus i was told that i would have to pay 400.00 .First they lie and tell you everything will work then when it does'nt they don't care that you got it under false pretense.My abvice to all you...
Read full review of TELUS and 1 commentcustomer service
My email to telus mobility today:
Am a telus customer I can't register or log in because there is something wrong with your website. I was told that last week by your representative and it still doesn't work. I can't contact you by phone because at five past eight this morning you recording said that the volume was too high and you couldn't take my call. At ten past nine I was to expect a 15 minute wait. *if you are too busy for me then I am too busy for you. * there is something wrong with my mobile high speed 30 sierra watcher that I need your help with. Client number xxxxxxx
Please call me today and assure me that you do care and you want my business. Xxxxxxx
That about sums up my complaint. After I sent the email a notice said that "due to technical difficulties and high volumes you can never expect a reply so kiss our royal.. " ok it didn't say that last part, but unless I hear from them I will try very hard not to be a telus customer ever again. This is not the first time.
We recieved a call from Telus sales department offering a deal to switch over from Rogers to Telus and they were going to give us a telus credit for the amount that we had owing on our Rogers accounts. It turned out in the end that the 2 sales reps were both not giving us the right info, they just wanted some more sales, typical! This is part of the reason we left telus 2 years ago and will never be back again. It sure is a good thing for social networking sites so that we can get the info out to all our friends about this so called friendly company. Just fyi stay away from TELUS.
Yesterday, I had the very unpleasant experience of being yelled at, told repeatedly 'you are a
grown up', interrupted, asked if I always see the glass half empty, asked if when it rains if I
ask the radio station for a refund on the forecast, told I should be very grateful that Telus had
already reversed $170 worth of the bill in question, and that I had no reason at all to be angry
because Telus is a private business in the business of making money.
Amid everything else, she insisted on comparing calls from Montreal with calls from China, because 'the principle is the same' and, dripping with sarcasm, said 'ooh, we're getting personal now' after asking me where I thought my responsibilities lay. After repeatedly explaining what my complaint was, she continued to talk about the part that was my fault and how it was entirely my responsibility while ignoring the core of my complaint. She explained repeatedly that Telus policy was this or that, and that all the information is readily available on the website. For nearly an hour.
A charming experience, I promise you.
Until yesterday, I had several reasons not to conclude my business with Telus, or Telus
Mobility and many reasons to stay, and today I have very many reasons to leave and none to
stay. Until that conversation, with a very sarcastic Customer Care Associate, or whatever her
title is, I actually felt it was reasonably important to me to keep my email address of more
than a decade. I do not feel that way anymore.
The core of my complaint is that when I called to find out the details of a long distance charge on my cellphone bill, I found out that instead of excellent customer care that I thought I had received regarding a long distance issue with my daughter's phone a week earlier, I had actually been given a mere increment of 500% of what it could have cost. Better, true, than the 1000% it had been... but of all the weasely and obnoxious manoeuvres I have encountered after the fact, this one wins.
My daughter was in Montreal, and based on what turned out to be outdated information (me calling her as one of My5 was billed to her number as long distance, as well as her calls back to her local area. I agree, I was confused when I expected the long distance billing to be the same as it used to be: call a local-to-your-area-code number and you don't pay, call a long-distance-to-you area code and you do. The last time I was out of my area and calling, this was the information I received, and I was billed to talk to the woman at the home I was standing in, and not when I called my house –but since my house is one of My5, and the number I was calling was certainly long distance to my phone, you can see where the confusion arises...) my daughter's account had 50% of the long-distance billed reversed.
Which, at the time, I thought was generous and beyond what was necessary.
Imagine my surprise, then, when the rep I spoke to about how to find the Airtime Details (no,
it's not under Airtime Details on either of the two 'View eBill screens', it's under View PDF,
which every normal human would obviously expect), he said 'next time she goes she should
get the $40 unlimited long-distance plan.
Pardon?
You mean that at $40, she could have phoned everyone she knows in Canada for her entire
minute allotment that month, at no additional cost? You mean that the 982 minutes billed at
35 cents a minute is nothing more than making sure Telus squeezes 100% of whatever possible out of every single customer. And I should, according to Georgia your sarcastic customer service rep, feel grateful for only having to pay five times the package amount?
Having spent a number of frustrating hours trying to navigate the website, and not ever having called *611 for less than 10 minutes, no matter how simple the question might be (it took nearly 12 minutes just to get the corporate mailing address), I can't tell you how surprised I was this
morning to find out that it just gets worse.
I finally managed to find the add-on long-distance packages on the website (add-on might
make sense to someone, but I expect to be able to find 'long distance' under 'service' because,
it's a long distance service... or perhaps 'packages' because it's a package) and I find that the
company makes a profit doing business at $15 for unlimited Telus-to-Telus calling within
Canada. So, even the $40 is nearly three times what is, according to their business plan and
service pricing they offer, necessary for for them to make a profit.
Both cellphones are under ongoing contracts, and I will not be paying ten cents to cancel either before they expire, but they will not be renewed with Telus Mobility and as a direct result of their crap service, I will no longer be dealing with Telus in any way --not Koodo, home phone, or the new Telus TV I was looking forward to getting this fall.
Customer service
I called Telus and told them that no one could get to me on my cell phone, because my number is considered long distance, even though all my calls in and out are from the same area. They that we know this is an issue and do not know when it will be resolved. In the mean time no phone, and a bill coming at the end of each month.
frustrated
I have been dealing with Telus for years had a prepaid cell for over 10 years as the small community we lived in didn't have cell service so could only use it when we were out in larger centers so why have a contract. I moved to a larger town and got a contract for 59.00 a month now it is 71.00 per month and I am receiving the same crappy service and I went to update my phone to an ipod and they told me I had to be a customer for 2 years before I could update my phone. We unfortunately booked 3 year contract on our cell, land line and internet. I have done nothing but spend hours on the phone cleaning up the ### show they call customer service. PLEASE DO NOT USE TELUS WHAT A JOKE GO TO FIDO OR BELL OR ROGERS OR A STRING WITH 2 TIN CANS ON THE END WOULD BE BETTER THAN THE SERVICE TELUS SAYS THEY PROVIDE. WHAT A JOKE!
Oh my oh my do I hear you. Where we live in Canada, Telus Mobility is about the only cell provider that covers the distance between where my hubs works and where I am at home. They are constantly cutting off his service for 'overages' and at least once a month I get yelled at by them when I complain. I've signed up for their online billing (go green! HA!) only to still receive out of date paper bills. Trying to navigate their website to find out where the mobile minutes are at so I can make a payment to stave off another cut off is a nightmare.
And the operators/service people are so rude it's become fodder for my blog! LOL The hubs and I are now planning on moving out of this province into one where we can be sure of coverage from another provider besides Telus! What a joke!
late payment reminder statement
Wanna get out of paying your late payment reminder bill from Telus Mobility for its wireless stick and maybe other Telus Mobility services as well?
The late payment reminder bill states quote, "charges billed on this statement will be deemed correct if not disputed by you within thirty (30) days of the bill date. A credit balance of less than or equal to $5.00 will not be refunded".
I won't dispute that there is no amount written on the bill and that I feel I don't owe anything to Telus Mobility since there is no amount written on the bill, and on the other side of the reminder bill it states what I typed out above. I have 30 days to dispute the bill and I am not going to dispute it.
See payment reminder bill page 1 and 2 attached.
$$300 adsl modem that is useless now
I am more than furious at Telus's remark saying they do not refund equipment purchased from other shops!
CCTS said that this is Telus response to my complaint about Telus Mobility wireless stick and the old ADSL modem I now have as a antiquated reminder just to piss me off everytime I look at it sitting there being useless. It is hard for me to throw out a barely used ADSL modem that cost me $300, understandable so wouldn't you agree?
TELUS has agreed to credit your account for the wireless stick, however about the ADSL modem, they say they do not refund equipment purchased from other shops.
I bought the ADSL modem back in [protected] at Future Shop with Telus name on the box and Telus contents inside the box showing me how to hook up to Telus ADSL. I paid $300 for the modem and I was suppose to get a rebate on it of close to $200 after I hooked up. Future Shop failed to tell me that Telus needed to have a port installed before I could use the modem and so I waited for 9 months before Telus installed a port. This was in Richmond BC. Since I waited so long to get hooked up I lost the $200 rebate because by that time Telus had changed their rebate on the modem. I only used the modem for a little while and there was no ADSL service where I moved to after using the modem only a short while.
ripping off seniors
I was with my uncle when he had bought his laptop and telus internet stick.The guy at London Drugs that sold us the laptop told us that the telus stick was not compatible with windows7 so we asked him to write the specs for the comuter and we took that to the telus store (guilford) and asked the salesman there if the stick was compatible with that laptop. he reasured us it was and I asked him to confirm on a peice of paper to take back to the salesman at Longdon Drugs.
He did so we took it back to London Drugs and purchased the laptop and the telus stick. My uncle lives in Aldergrove and I live in Surrey.We see one another every few months. He had never used a computer before he is 65yrs old.
I showed him simple steps how to work the laptop and get on the internet with the stick and email. everything worked fine. he took it home and used it once and put it aside. a few months later he tried to use it again with no luck and called me saying that his computer is not working it wont connect to the internet and if he could come by for me to figure it out. I tried and it would not connect to the internt.
I looked up telus internet tech support contact on my computer and called them.After explaining the problem to him he told me that the stick was not compatible with windows7 and to take it back to the retailer.so we took his computer and the stick to the telus retailer were we bought it.they would not look at it and told us that all they do it sell us the stick and that was it..any problems we had to call the client support number they gave us with all account info.
so we went back to my house and called.Jerad was the man we had spoke to and I had told him what tech support had said aswell as the retailer and he then procceded to tell me it had been 5 months and it was our fault that we didnt figure out the problem within 2weeks to a month then maybe they could of done something about it. I let him know that there has been little to no activity on the stick as he was not able to connect.
He said there was nothing he could do about it that we were stuck with it or cancel the account and pay $400.fee. I said that was rediculus.so I let him go and phoned back 5min later to speak with someone else. after an hour on the phone trying to figure out how to fix the problem we couldnt and the guy put us over to techsupport again. spoke to Alex there for a few hours again trying everything possible to get it working(you can see his notes on file) with no luck.
His last suggestion was to call Sierus Wireless. So I did that also and spoke to Jason we trouble shooted everything again and he confirmed it was uncompatible and to try another company's stick so we tried the Roger's stick and it worked great. tried it a few times today and it sitll works good. I called back to telus customer support and let them know the current activities and he said there was nothing else they would be able to do and had to speak to head office to cancel account with no penalty and to reimburse my uncle for all his payments he has paid for the last 5 months not being able to use the stick. My uncle has a cell phone with Telus with no problems and dosnt want to fued with Telus over this situation.
I know that the 5 months him having the stick seems to be the problem with him canceling his accout with it. Well he is 65yrs old with bad site and hard of hearing never using a computer before this attempt so please take in to concideration the situation you are putting him in.I am upset that all this has taken place and has stressed everyone out.I dont think he should have to pay monthly for a product that is never going to work for him.The telus retailer should have never sold it to him in the first place.
I did receive an email back from head office stating that they are sorry and could do nothing and to call client support back with any further concerns.
I called client support back and they suggested they mail him a new stick and for me to mail the one we have back to them at my expense. I said not going to happen. I asked them to cancel his account and/or reimburse him for the past 5months they took payment for a service never rendered.She said no they can not do that and they will not do that.Either he pays monthly for a service he will never have or pay $400. to cancel his account.that is the bottom line. I told her I would contact you as well as the local news how they are ripping off seniors and it is unexceptable.
The complaint has been investigated and resolved to the customer’s satisfaction.
immediate collection agency
March 3/2010 I decided I had had enough of the Telus internet service as it was constantly disconnecting. I knew there was cancellation charges and these I gladly paid just to be rid of the sub standard provider. I thought I had made all payments and was "free". Then in late June I received a demand letter from NCO collection services.First I called Telus to get details of the collection agencies $271.00 demand. Telus said they could not give me the customer details asit was now in the collection agencies hands. I phoned the Collection agency, was advised that as a pensioner I did not have the right to make partial payment until I could find out what had happened, they demanded full payment now or my credit score would be adversely affected. So I paid the entire amount. Now I had a ref # to give to Telus so they started to answer my request for details. Apparently they claimed they had no record of my returning the cable modem box. Then the girl meekly asked" Do you have your postal receipt showing you returned the box so I can look it up?" Yes I did have it, and now they said I would be credited for the $199.00 charge, but it was up to me to now go back to the collection agency to work out a new balance owing, it was out of Telus's hands and Telus did not know how much the rude Collection agency had charged for there part in this, I the customer must now "negotiate with the collection service" to get a refund! Never ever Telus !
The complaint has been investigated and resolved to the customer’s satisfaction.
telus keeps sending collection agencys for a bill they say is over 3000 bucks i havnt had anything to do with then sence 1999. just today after about 3 years and a new job for 1 year their collection agency call my employer told them for me to call. they also told my employer all the details of this bugus bill. isnt this illegal. my email is theoretjames@yahoo.com
my doa keybo 2
I owned the LG Chocolate Flip about a year ago through Telus Mobility. Shortly after my one year warranty ran out the phone started to break down (buttons didn't work, dropped calls, and so on). So my first thoughts were to get a new phone, thinking Telus would help me out. Without doing any consumer research I purchased the LG Keybo 2 with $150 off from Telus. I still ended up paying $178 to buy this phone but what choice did i have? I need a cell phone, much like a large percent of the population. I bought the phone September 2009 and the first few months were like a honey moon, then in February the battery stopped holding a charge. I phoned telus and they asked me to phone LG who told me to phone telus. Finally telus agreed to send me a pre-paid box to have my phone fixed and told me i would have to pay reactivation fees of 38 dollars twice (once to reactivate my old Chocolate and again when the Keybo 2 made it back) but the box never came. I eventually forgot about it because my Keybo was suddenly working fine again, the battery would hold a charge for 5 days.
About three weeks ago my battery stopped holding a charge, again! And it was considerably worse this time, only holding a charge for about three hours. I let it slide for about a week, thinking it would fix itself again but it didn't. I finally broke down and phoned Telus who told me they wouldn't back the warranty because it's not the phone itself it's the battery. The (rude) man i spoke to then told me i would have to buy a new battery for about 80 bucks. i was furious. i had spent an hour on the phone with telus, was treated like an idiot for even asking them to send me a new battery and then when i asked to speak to a manager or supervisor i waited on hold for ten minutes and was hung up on.
I finally got a new battery through an under-the-radar company (C and I tech in Guelph) my mom's company gets their Telus customer service through. They were very nice and gave me a new battery for free. I'm not sure this battery is any better (i got it tuesday it's now thursday and it's already died once) but i didn't have to pay for a battery that is still under warranty. And now i'm stuck with Telus, the "network problem", "won't back our products", "pay up the bum for our plans and products", company for the next three years. If you managed to read through this entire rant do yourself a favour, do not sign ANY contracts through Telus, you will strongly regret it!
The complaint has been investigated and resolved to the customer’s satisfaction.
My daughter had the same battery problem as your Keybo with her Razor and it was actually the phone that was draining the battery. It was an issue with the phone NOT the battery. She then got a Keybo which had multiple problems and each time it was $35 to send it away for warranty work. I had to send it 3 times in 4 months (which is alot when you consider it is gone for a week at a time) so I ended up paying over a hundred dollars and was still left with a phone that didn't work. I complained to Telus about the $35 charge but really got nowhere with it. I then bought her a Backflip and due to it needing to go in for warranty work I investigated the $35 service charge to send it away. Tom Harris owned Telus stores do NOT charge that fee when you take it back to the location you purchased it from, but the store in Chinook (which is unfortunatly where I have purchased all my phones from) charges you for EVERYTHING. I will NEVER buy another phone from that location. I am so disappointed in that location and am confused as to why Telus does not set standards for those type of situations.
home phone service
recently i have made a decision to ditch telus and sign up with Shaw because of poor customer service telus provides. So i had everything setup to port my home phone to shaw from telus on the May 11th but today (may 4th) my home phone service got cancelled. Early morning i called telus and they said cancelled phone numbers cannot be restored. I said i wanted to talk to someone else because things didn't make any sense so the person transfers me over to the service repair department. They told me it will take about an hour for them to restore my service. 5 hours later, my phone still didn't work. Called telus again and this person tells me that my phone service cannot be restored because my number is scheduled to be ported out to shaw a week later. After hearing that i went nuts and the phone got disconnected... big surprise...
I called back and of course a different person picks up and tells me a different story about how their "tech" is working to restore the number and what not and it will take another 3~4 hours. I've had this phone number for 15+ years and if these idiots in their so called helpdesk is telling me it cannot be salvaged because they made the mistake of cancelling the service. i have been with telus for over 5 years and this kind of BS is what made me switch to shaw... When I told them i was going to switch to shaw they started offering me better price with faster internet speed...I asked them why Im only being offerred something better as soon as i tell them that im going to switch and that i've had no offers in the last 5 years. Their answer was "we JUST upgraded the circuit in your area recently"...and I live in west side vancouver where my cousin had 15mbps months ago from telus... I was paying $45 for 3.0mbps connection which is a rip off in this day and age...and they offered me 15mbps which i told them i didn't want because telus has done nothing for me to stay with them. I'd rather go to shaw where i will only be getting 7.5mbps but I won't be with telus anymore... As of may 11th, i will be ending a looooong business relationship i had with telus switching all my home services to shaw (home phone + internet). And i swear telus isn't getting a penny out of my pocket for the rest of my life
I hope your port went ok
Typically once a number is cancelled the on going carrier can't port it, this is a common tactic used by telus to get the customer to call in and attempt retention. However, Shaw is well versed with this scam and will play hard-ball with Telus' carrier relations team to port the number, under regulation Telus cannot "refuse" to port the number, but they will certainly try to delay it...
donations
I feel I am being ripped of by my Telus wireless USB internet stick at $95 per month for only 5 GB data compared to Telus ADSL 100 GB data for half the cost. Telus won't bring ADSL here they said. And 5 GB is Telus largest wireless stick plan. And then after 5 GB you pay about $50 for each 1 GB after the first 5 GB on their largest plan. Telus in my opinion is ripping people off charging so much.
The only other internet available where I am at in this rural area is dialup or satellite, because there are hills surrounding my subdivision. I was told that if I go over my allotted amount on Satellite service that the internet slows right down ... so I didn't want slow service if I go over either. The neighbor can't receive Telus TV due to a hill blocking his signal. I don't want Telus TV now. Just look at the article below I saw in the newspaper that I pasted below.
I think Telus is overcharging so they can make donations and take the credit for the donations so they look good. But in reality they have to be overcharging and taking extra money from people to be able to make such a large donation of $100 for each person that signs up for Telus TV by March 2, 2011. I suppose that Telus must be making donations I don't know about with its wireless internet services too, since I feel I am paying at least double what I should be paying. I would only be paying half of $95 if I was on ADSL and I would be getting 100 GB data instead of 5 GB and I would have an extra USB port and I would have a landline phone I could fax with to boot.
Here is an article I saw in the local newspaper about Telus TV $100 donation for each new subscriber of Telus TV that signs up by March 2, 2011. Notice when this article was published April 14, 2010. That is alot of money that Telus is donating to the Vernon Jubilee Hospital.
Telus Committed to communication growth in Vernon area
April 14, 2010 - Vernon Morning Star - page B18
Advanced wireline and wireless broadband services are being enhanced in Vernon thanks to Telus' $8.5 million investment in this community for 2010.
"This year, as part of our $650 million investment across British Columbia, we are focusing $8.5 million on bringing the benefits of one of the world's most advanced wireless networks, high speed internet and high definition Telus TV to our customers right here in Vernon, " said Michael Lloyd, Telus field support manager for Vernon.
Specifically, health care, environment and First Nations initiatives are benefitting from Telus' investment in B.C. Improved patient outcomes and more efficient care result when communications are made easier says Darren Enwistle, Telus president and chief executive officer.
Further, electronic document transfer decreases dependence on natural resources.
"We are also helping our clients reduce their impact on the environment by providing the latest telecommuting, conferencing and data management solutions enabling the movement of ideas and information instead of people, vehicles and paper." said Entwistle. "Advanced broadband services are also enabling new education and commerce opportunities for dozens of Aboriginal communities in British Columbia, " he said.
This year Telus will also continue to expand its wireless broadband network in Vernon, building on the November 2009 launch of the fastest and biggest wireless network in British Columbia and Canada.
"Since 2000, Telus our 33 team members and many retirees in Vernon have contributed $650, 000 to charitable and community organization in Vernon, " said Lloyd.
Telus is donating $100 for every new Telus TV client in Vernon who signs up before March 2, 2011 to the Building a Tower of Care Campaign in support of the Vernon Jubilee Hospital.
Tower of care campaign co-chair Joanne Kineshanko appreciates Telus' continued support. "Our success is dependant on the generosity of philanthropic companies like Telus. I would like to extend a big thank you to the Telus team for their caring support." she said.
"Through our campaign over 120, 000 residents in the North Okanagan and Columbia-Shuswap will benefit from improvement to Vernon Jubilee Hospital."
This "blanked out" companies email below was sent to http://www.okanaganlakebc.com/ thinking that this complaint about Telus TV donations on the complaints board with a link about the complaint was a link to Telus TV who was the one being complained about. Were they ever wrong LOL. This company was incorrect in their assumption. This company says it wants to suppress this complaint on Complaints Board about Telus TV donations from the search engines for a fee. The dirty dogs. Here is what was sent to http://www.okanaganlakebc.com/ by mistake.
This message was sent from:
http://okanaganlakebc.com/feedback.htm
------------------------------------------------------------
Name of sender: Ryan P.
Email of sender: ryan@
------------------------- COMMENTS -------------------------
Hi,
We noticed that you have a very damaging Complaints Board listing located at:
Telus Wireless Stick/Digital TV — donations
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horrible customer service
I called Telus to discuss a problem with my bill, not to mention how i called to suspend my service a month ago and they never did. After not being treated well by the attendant, I was put through to a women who was the manager and it seemed like she got a thrill by upsetting me more. Her name was Christina and I feel like she was never properly trained in customer. Her words and tone with me only made me more mad. When i told her i was going to complain she replied "EXCELLENT"... please tell me how a huge company like Telus, has someone like this representing them. I hung up on her and called back and got somewhat of a solution and when my contract is up I plan on canceling my service with Telus and NEVER EVER going to give business to Telus again. I have been with Telus for over 10 years and i have never been through this problem before. This is not how a business should be running with all the money it receives from people like me. One of the frustrating issues is that they don't have a department to deal with representatives that are AWFUL. If you are thinking of getting cell phone service from Telus, DON'T there are many other companies that provide better customer service and better phone service.
DON'T LET TELUS BE YOUR CELL PHONE PROVIDER
The complaint has been investigated and resolved to the customer’s satisfaction.
My landline No is [protected]. I tried my cell phone to phone 310 2255 given to me by Telus co. at our Powell River Mall, B.C. Got another no.310 8324. How do I wait for them to call me back, like 45 minutes. They never call or could take my No. This is frustrating. I am without my landline for 2 days. My email address is benthai@telus.net.
I don't have anymore to comment.
I have just been through Telus hell. I was trying to move my business line and I was told that the location that I was moving to had a line installed and hookup would be easy. (I have been sending my calls to the Telus central location and forwarding them to a cell phone on a temporary basis) I was asked if I wanted a morning or afternoon appointment so I chose the morning. At 7:30 A.M. the day of the install if you called my business line it said that it was out of order. I called Telus and they said that by the time they re-set it the installer would be there. Five calls later I am still begging Telus to restore my line and asking what happened to my morning appointment. The installer arrived at 2:30 P.M. and declared the site not ready for installation. No installation and no restoring of the phone number. I receive a rude call at home that evening from Telus asking if I had ordered an emergency call forward ( something one of the 5 customer service reps must have order in an attempt to restore my number. ) When I said that I had been trying all day to have my line restored he said " That is not what I asked you..." Thirty hours later my number is finally restored and another appointment is made to install the line. Appointment #2 rolls around and nobody shows up. I call again and asks to talk to a manager. He promises me some free services and promises me installation. I threaten to cancel all phone / internet / cell services if nobody shows up and he gives me his word installation will happen. Installer calls later that day to confirm date. Appointment # 3... nobody comes by. I call again, same story. " We are sorry about the mix-up. I will make this happen for you. I promise someone will be there tomorrow." I say enough is enough. Forget the install and leave my phone in the central office. Next morning the business line is out of order for another 2 hours. Now it is my turn... to begin canceling anything connected with Telus. They don't care and losing my business is no big deal to them.
Maybe Shaw will be better.
Breach of contract, overbilling, the worst customer service I have ever experienced, dealing with a bunch of complete idiots, CEO & his office staff don't return emails, clearly because they don't give a ### about their customers, disconnection of business services on four different occassions...NO RESOLUTION, but lots of apologies for the stupidity of they way TELUS is run. Who and where is this idiot Darren Entwhistle when his company is losing customers at the fastest rate in telecommunications history...I guess I would be hiding too!
I have been made 2 offers from their Indian call centre only to be told later that there was no record of any special offer given. The first was an extension of my current Supertalk10 + extras plan for 3 years with a new phone. They sent me the phones, did not give thee extras and claimed no one ever made such an offer. Then they said I received the phones so I am obligated to stay with them for 3 years or pay a penalty of almost $1000. I had to threaten to sue Telus and go to the media. Their Toronto call centre is full of arrogant, condescending people who do not care or know what customer service is. Then today I get a call from a lady in India from a marketing company subcontracted by Telus, offering 2 months free data and wanted my PIN and other personal information. Then she says she has my personal info, address, email, home phone#, $ of my last invoice, etc. I said I will verify with Telus so I call Telus, they verify the call is legit but then tell me that no such offer was made. Complete and utter incompetents! I am also seriously concerned about my personal information given to outbound marketing people in India. BEWARE if they make you an offer make sure they send it to you by email or text in writing or they will claim they never did and try to tie you to a contract that was not what was originally promised. As far as I am concerned they are liars, crooks, dishonest and I can not wait for my contract to end!
Do not use Telus! If youy call too much and have a legitimate beef they are all in charge and give out a cell number!After trying to get
through 11 calls to a Natalie who was moving to Vancouver with a cell no. that came up with her husband's bus. no. I was informed that I would not be able to call anymore as Telus Security would be involved! She later regretted this statement as I received an apology letter from a Devon but when I checked my file with Telus there were disparaging remarks added. These were added by someone at: [protected]. After much discussion my file was amended ! I warn anyone who has ever had a dispute with Telus to check your file as they make sure this info' follows you to new provider. Also beware when techs come out and say they are in management as for me they spent the whole time telling me that i should give my credit cd. info. so I could get one of their programs!
Utter crap as the Tech. line explained it would never work! And why would this Natalie in Management be using a Telus supplied phone for her job for her husband's business! It was even answered that way!
ive had internet stick since 2009 always worked good then went to add more coverage and wished i would not even called there customer service sucks mikey in tweed ont.
How about their "Unlimited" North America long distance! I have been getting charges on my bill for long distance, and when I called in to say this was a mistake they told me that some area codes are not included in this plan. (Then tell me how they can call it Unlimited, is that not false advertising?) So after a few calls, they were supposed to take the charges off my bill because I had not been informed of that when I signed up to the service, but bill after bill no credit. So I called again, then I had someone tell me that Iowa and the part of Michigan where these area codes are not covered, were Islands. That they were islands and not part of North America. OK so that left me a little stunned, and wondering who is working for Telus and where they are. I have resorted to writing letters now and including Consumer law and possibly small claims court if I don't get a resolution. It is pretty sad though, because I agree that they just don't care, I agree that the people on the phones are just reading a script, they don't give a hoot what we have to say they just repeat their script. I tried to get them to admit they do not have an unlimited plan, but they couldn't do that they just kept saying that it is unlimited, but it just doesn't include those certain area codes, arrrgg. That is not Unlimited then people.
I think the time has come that consumers have to stop being sucked in by telus's free signup stuff, and do research here and really consider NOT using their service. If they don't care because they have so many 'customers' then let's all join together and make sure they have less customers ! Customer service is where it is at. The future is in customer service, and all of us who have had these experiences with Telus know that Telus will eventually suffer and hey maybe even go out of business because of the way they treat their millions of customers. (one million minus one - today!)
since when is telus in the US ?
Just move to another provider and i hope it works out better :)
Telus sucks! horrible customer service, do not go there my advice i am stuck for two more years
random charge on credit card
After going to a Mall in scarborough toronto, I came back to ottawa and started noticing that telus was putting in multiple 1$ charges on my credit card. I see them multiple times during the week in my temporary authorisations and never even gave my credit card number to Telus?!%$ what ?
The complaint has been investigated and resolved to the customer’s satisfaction.
cell phone is not functional
The Motorola Milestone will not dial long distance numbers without putting a "1" in front of all numbers. That means if someone calls you you cannot call them back since it does not dial a "1". All your contacts also will have to be re-programmed with a "1".
Telus does not stand behind the products they sell and they say it is your tough luck you bought a phone that doesnt work on our networks. They will not replace it or help since it cannot be reprogrammed. This phone is useless to me and I have to start over with a new company now.
telus damaging credit report
My name is Travis Krisher and I am submitting a complaint about how Telus mobility has damaged my credit report without warrant. My wife and I moved and we notified Telus of our new mailing address. We also maintained several services with Telus including a land line, internet, and cell phones. My wife pays the bills and continued to receive the bills by mail at our new mailing address. Since I do not often use my calling card we assumed that they had told us the truth when we had moved and that it was paid off. We found out years and years later that they said that we had an outstanding balance of $200.00. They sold the account without making any attempt to contact us and completely damaged my credit report. They will not rectify the situation. As soon as I found out that the amount was claimed, I paid it immediately. I am a pilot and have always had a perfect credit report. This is not acceptable. Telus had every opportunity to contact me and let me know.
Thank you
Travis Krisher
[protected]
The complaint has been investigated and resolved to the customer’s satisfaction.
We have been Getting several Telemarketing Calls from Connect2world from India, they keep calling and calling day and night.
Finally, we signed up for $20 with my Visa card. They Promised that they will activate my service within 10 mins of time. It has been more than 25 Days, my service is not activated.
Moreover, today when i received my card statement, I was a bit shocked to see a $200 Charge by connect2world.
Now, when I called the customer care number: [protected], no one picked the call. I was more Surprised when a Person by the name of Maksud Received the Call and said that the order was placed for $200 by me. When I said no, he started Arguing with me and later he started abusing me in very bad words.
Finally, he said that he will block my service and make sure that I do not get my Money Back.
For my uttermost Surprise, I also had a talk with the Call Center owner and he was just laughing his hearts out.
I just want to aware all the Indians in USA and Canada, that please do not entertain any telemarketing calls from connect2world as this is my experience with them.
I have nothing more to say apart from making a complain to BBB and lets see what else I can do to them.
I did refer my friends to Maksud, I also need to check what He has done to my Friends.
Connect2world is a Fraud Company, so please beware of Scams.
worst customer service ever
I have only been a telus customer for one year, I started having issues day 2! I had Rogers service for 7 years and only switched to Telus with the enticing offer of super fast 3G service and extended coverage area (I live by water). So day 2 of having my first phone a blackberry pearl, I try to open my browser and get the message "Your browser sucks, I think its time to upgrade", so I am confused what this means and I call telus... When I explained what was on my screen the support agent right out said "your lying, it would never say that"... I could believe he called me a liar... after we corrected that issue (the girl in the store didnt sign me up for the blackberry plan when I got my BLACKBERRY) I started to enjoy my phone.. for 20 days! I started to notice that my email and text msgs where not being sent and received and in some cases my emails would take 12 hours to send which I cant have for work reasons. So I called telus and after over 15 hours spent talking to them I was issued phone #2 which was another pearl... so I get the new pearl and think to myself "Yeahhhh I finally get to enjoy this super great service I was told about"... NAHHHHHHH that didnt happen... when I started having the same issues with this phone plus I noticed that my calls drop constantly no matter where I am I called telus for about the 25th time in the last 4 months I have had the service... they made the suggestion that I upgrade my phone to the curve 8330 because I can take full advantage of the 3G network they bragged about, so I did (BTW the curve isnt on the 3G network, something they forgot to mention) so with my new curve I am starting to think things are looking up but that lasted less then 3 days when the same issues started to occur... after many angry calls and multiple credits I gave up for a month and a half dealing with the fact that I still have over 2 years on my contract that would cost me hundreds to cancel... so around comes the Olympics and telus advertises their telus mobile tv so you can have to convenience of watching the Olympics anywhere... I fell again and subscribed! WOW.. so this program does not work EVER! I have called and gotten now a 4th replacement and I have tried to explain MANY times that Im not having a handset issue it is defiantly a network issue! I work in a call center and we have telus and blackberry in my building and I have spoken with friends that work in both and we all agree but when I call I get every story in the book.. I even had a agent say "I dont want to deal with this" and hang up on me and when I called right back got the same guy that told me he just hung up on me then put me on hold for 25 min hoping I would hang up when I didn't he transferred me to customer care who insisted I talk to tech support even after I told her I just did and what happened.. she didnt sound like she cared at all... I am now about to call again tomorrow morning since the escalations dept was closed today... (apparently telus doesnt have "supervisors" in tech support I have been told this MANY times on the phone, until I mention where I work and name some supervisors then its right to escalations!) I hope I get a solution! I cant afford to buy out a 2 year contract... Im not asking a lot.. just live up to some sort of standards when it comes to customer service.. I just want to be treated like a human... I hold customer service at the highest of needs in a service based business and I am shocked that Telus manages to treat people this way and we have to take it... its called empathy telus USE IT!
The complaint has been investigated and resolved to the customer’s satisfaction.
Telus's customer service is poor. It's not just only their mobile services.
I’m Telus’s new customer and have very bad feelings about their customer service. Where to begin? Why Telus didn't tell me that I would have to pay $10/month for their digital box? There ARE too many unpleasant surprises from Telus. Why should Telus’s customers find out what fixed sums they must pay only when they get the bill? It's a total communication gap in terms of quality management. Probably they’re trying to abuse their semi-monopolistic position to such an extent that they can ignore Parasuraman Model. The paradox is that telecommunication company makes anything to ignore communication with their customers. The company’s reputation suffers greatly. I will have to inform about their tricks all my friends who come to this city and simply tell them that people from Telus don't care about customers' expectations and real experiences. Their customer service is poor, if they fail to inform customers unambiguously about fixed charges and tariffs. Why should their customers open several levels on their online interface before they see that you all their mouse-trap generosity is nothing more than simple tricks supposed to addict customers to their services without letting them know what it would cost them?
Shame on you, guys from Telus! You are a big company built on little fraud-like tricks!
THANK U.I WANT TO KNOW ABOUT CLAIM PRIZE.I HAVE RECIEVE SMS 11FEB.2010 FROM NOKIA UK PROMOTION. I WON 560, 000POUND FOR CLAUM/INFO.CALL 00447024078077OR EMAIL CLAIMPRIZE@EUROPE.COM.MY TE.NO.[protected].MY EMAIL ADD.diliniirangika@yahoo.com.can you tell me how can get it?
stay away from telus
Before travelling to Spain, I recently visited a telus store to confirm that my BB Curve would work during my trip. The sales person told me it would NOT work and that I could upgrade to a BB which would operate in Europe. So I did upgrade - to a Bold - after the salesman confirmed that i could return to my current contract and Curve if I wasn't satisfied within 14 days.
The Bold did NOT work during my visit to Spain. The best phone service I received was SOS and I had absolutely NO data service - even after confirming I had the correct SIM card - AND after spending 3 hours with the telus help desk during my trip. To add much insult to injury, a colleague I was travelling with had almost flawless service (both phone & data) from an I Phone with Rogers service.
I returned from my trip and immediately attempted to return the Bold (after 11 days) and return to my previous plan as a result of the non-performance of the BB. They told me I could only exchange the BB and that I was stuck with a new contract. After spending another 2.5 hrs escalating my request (including their Loyalty & Retention department), they denied my request to return the phone stating that the BB performed OK in Ontario and that they do not guarantee any results in Europe. To be clear, the salesperson at the London Masonville Store (Scott Gordon) who sold me the Bold lied to me about the return policy. None of the people I spoke with would accept any responsibility for the performance of the phone or the false claims made by their sales man.
I am now stuck with a very expensive BB which will not perform in an area I need to do business in. I am absolutely disgusted with telus. A customer is not someone you dictate service to.
The complaint has been investigated and resolved to the customer’s satisfaction.
charging money when they shouldn't
Not happy with Telus Mobility. Not a happy customer! Be aware of Telus Mobilty. telus Mobilty is unfair to their customers, read below!
This is the second time (first time happened in Calgary about 9 years ago)Telus Mobility has had very unorganized customer service & now they are not honouring what they said they would do for me 1 year prior. No good Telus Mobility!
Basically, Telus Mobility said they would waive any fees related to my account because I called in to cancel one year ago...they said "oh please don't cancel, just keep the phone active". I said okay but I don't want to pay anything, they said okay we will waive all fees.
Now here is my story. I have had this account for about 4 1/2 years now. I am not in an contract with them. I completed a 3 year contract. I called in to cancel the account about 1 year ago (according to their records) I said just cancel the account please. The said they would waive the fee to keep me as a client.
So I get a call today, 1 year later. Telus is telling me that the account is in suspension. I said so, I wanted to cancel it. Telus said I owe $123. I said why, Telus said, because of the $1/month & $7.95 system access fee. Just Now! Wow!... To make things worse, I have spoken to 6 people from Telus (no exaggeration) because they need to first take it off vacation disconnect, then another person directs me to the wrong department, then I have to go to the cancellation department. Then I have to go to client care. Then I get disconnected, that's right I just got disconnected. I'm not making this stuff up folks. Telus is unorganized.
Here is why I think this is wrong. I am not in a contract. Telus has a record that I tried to cancel the account 1 year ago. I have not even used the account since that phone call. Telus is still saying they need me to pay for the account. I have asked twice for a supervisor, Telus said they were going to get one, but another girl came on the line. No Supervisor.
Telus keeps asking, what do you want to do? I said well, you called me today so I'm returning your call. Just fix it! If you need to cancel the phone, then cancel it, but I shouldn't have to pay this unfair amount.
It would be different if I was in a contract & that I racked up the bill due to usage, but I haven't. So Telus thinks that I should still have to pay! What do you think guys?
I will probably still end up paying the fee to avoid any credit issues (Telus making unfair reports to the credit bureaus) However, until today I was going to call them back when I wanted this account. Not now. you know bad news travels faster then good! Telus should really have people in place to fix a few customer services situations. My business does!
I will never do business with Telus again, and I advise for anyone who is thinking about it, to not do business with Telus Mobility. They are very, very unorganized. Their people don't have a way to communicate with each other.
Well, I have said my bit. Please make your own decision, now my time is worth more than $123/hour so I will likely just pay the money & have a lesson learned! Respect your time!
Very unhappy with Telus Mobility! Telus Mobility ***! Telus Mobility is wrong! telus Mobility has company problems! telus Mobility has customer relation issues. Don`t do business with Telus Mobility! Be careful Telus Mobility! Telus Mobility wrongful to customer!
The complaint has been investigated and resolved to the customer’s satisfaction.
Despite reading the small amount of complaints about TELUS, I have never had any major issues regarding service. There have been a couple of times where the Rep does not seem to know what they are doing, but it seems evident in the conversation; hence, I end the call and contact them again (another day and time) to speak with someone who can help.
After reading the board re: Rogers complaints, I am glad I trusted my intuition to remain with TELUS. I use to have to deal with Rogers (re: cable service in Vancouver) along when Rogers was combined with AT&T for a while in Canada. They seem to be the masters of marketing to bring in revenue, and that is where it ends. I guess it should come at no surprise that when a company has a large amount of debt that it probably makes cuts with service.
http://www.cbc.ca/money/story/2017/02/22/rogers-4q.html?ref=rss
PS. I am not an employee of TELUS or related companies! :)
I have been with telus for about 5 years. My first phone with them was in repairs for atleast 90% of the first 6 months I had it, while I was still paying the bills for a phone I didnt even get to use that much. I'm now on my fourth blackberry. I've had the pearl, and the curve with no problems. I recently upgraded tot he blackberry storm 2 33days ago. Within the first week of having that phone I had to bring it back due to it freezing all the time, and the battery life was horrible. They gave me a new storm, and now about 3 weeks later im having problems with this one as well. It too, freezes, and in the middle of sending or reading a text message the screen will go black f0r a good 5 minutes and theres no way to stop it. All I wanted was to downgrade to a different blackberry, keep in mind I paid $199.99 plus tax to upgrade to the storm. I stated that I no longer wanted the storm 2, that i've had enough with the problems. I had bad experiences with sending a phone into repairs in the past, and the tech support does absolutely nothing. All I wanted was a new phone, a cheaper blackberry. I didn't even care about the difference in price, I was willing to scratch the fact that the phone I upgraded to was a a substantial amount of money more then any of the others that I would downgrade to. The lady who was extremely rude on the phone, told me that I had to upgrade my software and that you have to do this with all blackberries. I never ever had this problem before with any of my blackberries, nor has anyone else I know that has one. I hate how they give a huge run around about their services, when at the end of the day it does absolutely nothing for you or your phone. Telus is just a huge rip off. They should really consider their clients satisfaction more. I will be canceling my plan with telus and going else where. The best part is, they don't even care if you leave. Which is poor business skills. I will also be telling everyone I know about this incident, and make sure that those whom I know who are with this provider will switch over to something else, possibly bell or rogers. Telus sucks, always has, and always will!
I have a daughter with a learning disability who just likes to be able to feel normal like the rest of us. She is unemployed and receives a disability supplement of $240 month. She acquired a pay as you go phone from telus, against our advice, but no harm when shes out of money shes out of phone and it gives her a mere sense of being normal. Well the face plate broke so she went in to a telus store and the representative said why do that for only $25 month we will give you a new one, well we all know thats not how it works and everything is plus plus. She has no income, lives in a group home, has no verifiable ID or Drivers license. I immediately contacted Telus to inquire how they could sign a contract with a person who has no income, needless to say they never responded. Two months later the phone is cut off as she cannot pay and I'm sure it is reported on her bureau. I contact telus again and advise them that she is now living with me and i have power of attorney to deal with them on this matter (my daughter signed a letter saying I could). Telus says that is the only way I can deal with them. So I fax it off to them, 2 weeks later they say they never received it, so I fax again, my original letter is sent to the office of the president, but now I'm dealing with a collector i believe , he won't identify himself as to position or department. Well now they have the letter and we can sort out this mess you'd think, NOPE, now he requires another letter faxed to him proving signatures. They don't even have proof of her original signature as she doesn't have ID. Now I know I'm being run around by a collector and ask him, he says unless I send proof of signatures he will have no more contact with me, I tell him that is fine and he now has her New address so any bills or collection notices can be sent to her here. As of 4 months later she has received no correspondence from them and I believe this guy at telus labeled her untraceable in order to get a judgment against her. Telus is the lowest ### i have encountered in a long long time... would advise all to shop somewhere else.
I bought my phone and the battery died 6 months later. The store (Future Shop - bad decision also!) told me that any problems under 1 year have to be dealt with by Telus. When I contacted Telus I was told of 2 choices, local repair centres or the mail in exchange program. I contacted one of the local repair centres only to be told that if the battery was bad they would install it but it would not be free. So much for 1 year warranty! I was told that the only way it would be covered under warranty was through the mail in exchange program, so I contacted Telus and started the process. I was told that they don't ship only the battery, but the whole unit will be exchanged (not too happy with that, but oh well.) In a few days I received the phone and sent my old one back to them, all is well. Two months later My bill is 100 dollars more than usual, so I phond and was told that my old phone had signs of abuse so they charged the 100 bucks. My phone had no abuse whatsoever, it had never been dropped, rained on etc. When I called the exchange dept I was told that they don't ### the phone condition, but that the manufacturer does this and reports to them. When I asked to talk to the manufacturer I was told that is not possible, so I asked to have my old phone sent back and was told that is also impossible. At that point I was told that the charges WILL NOT BE REVERSED no matter what I said and asked if there is anything else they can help me with !#@$% I told them that they have just lost a customer and was told "that is your decision". Bye Bye Telus, never again.
The Curse of the Pink Pearl:
Excuse the title, however this story is so dramatic it needs something equally rediculous to give it a name!
So it seems the best way to condense 10 months into as short a note as possible, I will have to add some chronology then discuss the details:
- I have been a TELUS customer for 8 years
- December 2017 I purchased a BlackBerry Pearl
- By January of 2017, my phone could not receive Text Messages or even keep Call Log lists and was told via phone Customer Service, to take in my phone and get a temporary replacement while mine was to be repaired. Upon doing so, I was told there was nothing wrong with my phone but that some 'linkages' were not turned on so that I could receive Texts and keep Call Logs longer than a day. Believing the 'expert' behind the counter, I left and had all of one days' worth of a functional phone. The following day, I drove all the way back to the store and had the gentleman give me a temporary replacement.
- Two weeks later, the phone returned and I picked it up only to have the SAME problems two days after taking it home. Livid, I called Customer Service where I was promised I would receive a NEW phone.
- Back to the store I went...only to have the 'expert' chastise me by saying I just didn't know how to work the phone and he refused to give me a new one. After persistence on my part, and calling Customer Service while in the store to back up my story, he was forced to give me a new one.
- Yay! I had a functioning cell phone that could receive Texts, keep Call Logs, and even access the Internet (please note, the entire time I had these complications with my phone, I was never reimbursed one dollar for any of the downtime in service I was paying for).
March 2017, here we go again for the next seven months...the exact same cycle of occurences took place and ended to make a long story short, I went through 5 (FIVE) 'new' BlackBerry Pearl phones and never had one work for longer than a few weeks - again, never - despite rampant complaints - was I reimbursed one cent for the downtime of the services I was paying and had paid for.
October 2017, I am now taking names... :)
After having been through 5 phones and never having gotten the service I was paying for, I demanded that I be allowed to change from BlackBerry Pearl to an HTC Touch...you would think that sounds easy enough!?
Well, after speaking with one Customer Service person named Bonnie, I was told I could go into a TELUS store and change my phone for the Touch. Onward I went...the 'expert' behind the counter told me that the Customer Service was wrong and I could NOT get one. Having taken Bonnie's name, I called Customer Service back only to find that Bonnie was in fact wrong. For me to make the switch, I would have to pay $150 but they would waive the HandHeld Switch Fee, an Activation Fee etc...because these are unique circumstances.
Now here is where it gets really complicated for TELUS...I had just moved from B.C. to Ontario and changed my phone number - for what I am about to explain, you would think this change took Nuclear Physicists to keep track of:
When going back into the store, I gave them the very brief scenario I had experienced over the past ten months and when they pulled up my account using my new phone number, there was NO HISTORY of ANY of the previous complaints, technical issues, dissatisfaction or the PROMISES ensured by their Customer Service team for me trade-in for the Touch etc...
So, now after having been through 5 BlackBerry Pearls, spent literally 33 hours of my life on the phone with Customer Service, and made 11 trips into the TELUS store (all over the last ten months) - no one believes I word I have to say despite being able to name Customer Service I spoke with and even the 'experts' in the store recognizing me from conversations I have had with them directly in the past...so, how does the saga end? I demand to be let out of my contract, but because there is no history in my account profile there is no reason to justify that on their end. Then I demand to have a phone that WORKS based on what services I have been paying for the $150 trade-in I was promised. Again, no history means no deal for me...in the end, I had to spend $250 for a new phone, was charged an activation fee, a HandHeld transfer fee etc...and the creme de la creme...I was billed $10 to have them sync my BlackBerry with the new phone and guess what? Nothing transferred and all my saved numbers, address book, and calendar were lossed. Did they reimburse me for the $10? No! Because in their words "I must not have had the appropriate links set-up in my phone." Which, if you recall back to the first thing I was told, everything has come full-circle.
I paid for 10 months of services I could rarely ever get to use and spent nearly 40 physical hours on the phone and in person plus the GAS money to drive 24 km there and back each visit I made to the store. And all I ended up with is a phone that I had to pay more to get...somehow, I was punished for their shortcomings, failed promises, lack of technical support, and all around pathetic customer service.
STAY AWAY FROM TELUS! STAY AWAY FROM TELUS! STAY AWAY FROM TELUS!
- February 2017,
I have been a Telus customer for a year and two weeks, with a Blackberry Curve. During the past year I have experienced numerous dropped texts and have called their technical support roughly 7 times, the first few were placed with in three months of having my phone. I have asked the technician on numerous times if it was my handheld and was assured it was a network/server problem. On the one year anniversary with Telus I was having more problems and spoke with a customer service rep who transfered me once again to technical support, however this time they escalated it and I had to wait three day's for a response-putting my phone now past warranty. I called again two weeks later and again had it escalated-this time I am being told that it is my handheld device and that I can pay $300 for a new phone without extending my contract or pay $240 to buy my phone out. I don't want to pay for a phone that never worked as I've been paying full price for partial service for the past year. I have been told there is nothing they can do beyond that. I am livid. Any advice would be greatly appreciated!
Well to start off, I used to have a contract with Rogers. At the end of the 3yr term, I opted to switch to Telus and keep my phone number with the promise of good, affordable service and good plans. That was sure a huge mistake. Here are a few of the issues I have had with telus in the 1yr that I have been with them.
Dropped calls
No signal
Can't send SMS or MMS
Can't recieve SMS or MMS
Txts being sent from numbers other than my own (including area code)
Txts being received from numbers other than my friends (including area code)
No internet
etc etc... The list goes on as I am sure anyone else who uses Telus can attest to.
Anyway, for the second or third time since I signed up with Telus, I haven't been able to receive txts. I called them up and they tried to do what ever it is they do on their end to make things work. After messing around with settings for a while, they came to the conclusion that it must be my phone that is broken, and not their service as they are not having any problems with it at that specific moment. As I was able to send txts, I didn't think this to be true, so I kept calling back every day for 3 or 4 days. Eventually they told me to go in to a Telus Mobility and have them try to service my phone because apparently I was doing something wrong. I went to the Telus today, and had them look at it. The woman there looked at the phone for one minute and decided that she had done all she could, and told me to phone up Telus *611 from their store and have them service the phone over the phone while I was there. I was of course greeted by some idiot who had no idea what they were doing, and after a couple minutes, they transferred me to "one of their co-workers" who could assist me further. The long story short here is that I was on the phone with them for over an hour while they did a bunch of crap and ended up just pushing all my txts through, but not before asking me if my inbox was full. What kind of fool do they take me for? Anyway after it was all said and done, I was able to receive txts again. At that point I asked if I was going to get some kind of credit back to my account for this inconvenience (I rarely use my phone to talk; it's mostly just txts for me.) They asked me how many days this was going on for, and I let them know that I have had nothing but issues ever since I signed up, but this specific issue was going on for about 4 days. He then said that based on that, he could only credit me back $3 as apparently that is what four days of no service is worth. Now my monthly bill is $60 which includes.
Unlimited txt and internet
350 daytime minutes
evenings starting at 9pm
free weekends.
How they came to the conclusion that 4 days of no service was only $3 credit is beyond me. With that logic in mind, that would be $0.75 a day, and in a 31 day month, my bill would only be $23.25... That seems pretty bogus to me. It is all they were willing to offer me though, so I took it.
That was just my most recent issue. I won't even get in to my first months bill, or any other of the issues I have had with them. It just seems like Telus is a money hogging scam trap of a company that lies to you to get you to sign in to a contact with them, and then does not deliver what they promise you. If you go to their site and check out their agreement, it actually says that they don't guarantee you any service with regards to any of their services.
I guess I have to deal with this BS for another 2 years, or pay almost $500 to get out of this hell hole of a contract.
I have been a Telus customer for a total of 9 years.To make a long story short much like the previous customer who got roped into a 3 year contract so did I. Previous to this I never had a contract with Telus but I was going to get a phone for my daughter and they offered me an upgrade, which I don't know why it was attached to a 3 year contract but be the trusting soul I signed it. A few months later I upgrade my older daughters phone and again the salesman called it just an upgrade and said the contract was a formality for the discounted price of the cell phone. I said to Omar but my daughter will be going to the states so I don't want a contract he said that they will just convert the add on service I currently have to a North American plan. I asked if this would be expensive as I already had experience with roaming charges but he said that there should virtualy be no difference. He also smiled nicely at my daughter and said you have 30 days to try the phone and if you don't like it you can change it to another phone. She had poor reception from day one but thought the phone was realy cool looking "pink razor" but since I was the one trying to get a hold of her with no success, she admitted that it would probably better to exchange it. When we went back to the store to exchange it the staff was absolutely rude, useless and then they said that they can't exchange it, they claimed it was water damaged and yelled at us. I called Telus and they did absolutely nothing. She was stuck with this phone. My other daughter's phone stopped working about 3 months before her warranty went out so I took this one in for repair, this time a different location they took it, repaired it 4 weeks later we got it back and about a month later it stopped working again apparently a software glitch as the tech called it the last time. Only a week earlier the razor also froze and Telus tried to get it working over the phone but couldn't, this one showing no service. To add to this I tried to change the plan to a North American plan only to find out it was $75 bucks a month not a $10 add on like Omar had told me. Now I have 2 out of 3 phones that don't work. I have spoken to numerous Telus representatives who just keep passing the buck and changing their mind about whether they would like to help me. I am frustrated paying for 3 and using one phone. If more people are experiencing these problems I wonder if there is somthing that can be done about these big companies that step on their loyal clients
On February 28th 2017 my fiancée and I went to the Telus Store in Scarborough Town Centre. We wanted to know what offers were available to us seeing that our contract was up for renewal March 20th, 2017. We gave the store rep our account info and he told us based on our account we were eligible to get the Samsung R540 for $0 on a three year term... (We’ve now been with Telus for 6 years and the best they could do was to give us $50 off what was being offered to new customers). To say the least we weren’t really interested in this offer. I asked what type of offer they could make if we wanted iPhones. We were told that Telus wasn’t allow to discount the iPhone any further than what was already been offered to new customers, the best they could do was give us free $50 Bluetooth headsets. So the iPhone G3S 16GB was going to cost us $199 each on a 3 years term, so we said fine... (After all this is standard across most carriers). Now it came down to the monthly plan, because we didn’t have Smartphones before we only had a voice plan which for $72 (taxes/fees included) for both of us included: 200 daytime minutes each, unlimited evenings and weekends start from 6pm, unlimited Telus to Telus calling, Caller ID, Voicemail 3, 1000 call forwarding minutes each, per second billing & detail billing (no text messaging - that was 15 cents per). So I asked if we could keep our current voice plan and add a data plan, the rep told us that was not possible, we were told that we had to take a voice/data plan package. The rep show us the couples plan... so to get what we already had in our old plan with the addition of 50 more minutes, 3GB of data and unlimited text messaging it was going to cost us $170 a month ($100 for the plan, $7 each for 6pm early evenings/weekends, $15 each for Caller ID & unlimited text messaging + fees and taxes). Clearly this wasn’t going to work; I told the rep that this was basically what I could get from Rogers except with them I would get a 15% bundle discount with the only difference being 2GB less data. After wasting at least 30 minutes to see if they were willing to do anything I asked the question if I cancelled today what it would cost and the rep told me “$20 for each remaining month on my contract” (I only had 20 days remaining). So we went to the Rogers Store in Scarborough Town Centre that day and switched our service... for a $135 a month we’re getting 400 shared minutes, 1GB data shared (in 23 days we only manage to use 150 MB), unlimited evenings and weekend starting at 6pm, unlimited calling between plan members anytime, unlimited text/email/picture messages, Caller ID and Voicemail Plus.
About a week later I got a bill from Telus for $213.22 so of course I called their client care and they explained to me that the termination fee was the greater of $100 or $20 for each remaining month. Okay but their store rep never told me of the $100 – I’m not exactly sure how many customers go into Telus’s store with their contract in hand that was signed almost 3 years ago especially when you’re only trying to see what they have to offer you. So now their store reps are unfamiliar with their terms of termination... seeing that they have to go over this almost every day when new customers sign on I’m really not sure how exactly this wasn’t mentioned to me; the store rep had my account info and our conversion started with me telling him that my contract was up for renewal. So after half an hour on the phone explaining if it really made sense that I would chose to pay $213.22 when I could have just stayed a month more and pay $72 and I would have been free from their contract, client care decided to meet me half way... they reduced the bill to $100.22 (which I paid, not worth ruining my credit score for $100). I was only expecting Telus to charge me $40 in cancellation but I guess they had to teach me a lesson. They can rest assure that I would not use or recommend their services in the future for many reasons beyond this recent experience. This is not to say that the other guys are any better but at least they make up for it in upgrades and credits. I’ve sent my complaint to the Commissioner for Complaints for Telecommunications Services (CCTS), I’m not expecting anything from Telus but I just wanted to share my experience because its only through the power of social networking that companies will realize that consumers are no longer at their mercy and they need to change their behaviour.
I had two yrs left on contact but wanted a new Blackberry Storm so went and got one. With in 5 days decide that I hated the phone and called to see if I could get some assistance, was told to wait 60 days for the new update, to which I said that after that I would could not return the phone. So I called Telus and was told that I could return the phone and have my contract put back to my 2 yrs left and then end my contract for 420.00 just go to the store which I did. Once there I treated like a fool and told that I just was not smart and should not have gotten a storm. And they did not deal with ending contracts. Any way long story short we have to pay 700.00 to end the contract, and have since learned that the manager at that store should have offered to do just that give us back our two yr contract. So we where held to hostage for the extra money. I would never go to Telus again or to that store
now honouring what they said!
Not happy with Telus Mobility. Not a happy customer! Be aware of Telus Mobilty. Telus Mobilty is unfair to their customers, read below!
This is the second time (first time happened in Calgary about 9 years ago)Telus Mobility has had very unorganized customer service & now they are not honouring what they said they would do for me 1 year prior. No good Telus Mobility!
Basically, Telus Mobility said they would waive any fees related to my account because I called in to cancel one year ago...they said "oh please don't cancel, just keep the phone active". I said okay but I don't want to pay anything, they said okay we will waive all fees.
Now here is my story. I have had this account for about 4 1/2 years now. I am not in an contract with them. I completed a 3 year contract. I called in to cancel the account about 1 year ago (according to their records) I said just cancel the account please. The said they would waive the fee to keep me as a client.
So I get a call today, 1 year later. Telus is telling me that the account is in suspension. I said so, I wanted to cancel it. Telus said I owe $123. I said why, Telus said, because of the $1/month & $7.95 system access fee. Just Now! Wow!... To make things worse, I have spoken to 6 people from Telus (no exageration) because they need to first take it off vacation disconnect, then another person directs me to the wrong department, then I have to go to the cancellation department. Then I have to go to client care. Then I get disconnected, that's right I just got disconnected. I'm not making this stuff up folks. Telus is unorganized.
Here is why I think this is wrong. I am not in a contract. Telus has a record that I tried to cancel the account 1 year ago. I have not even used the account since that phone call. Telus is still saying they need me to pay for the account. I have asked twice for a supervisor, Telus said they were going to get one, but another girl came on the line. No Supervisor.
Telus keeps asking, what do you want to do? I said well, you called me today so I'm returning your call. Just fix it! If you need to cancel the phone, then cancel it, but I shouldn't have to pay this unfair amount.
It would be different if I was in a contract & that I racked up the bill due to usage, but I haven't. So Telus thinks that I should still have to pay! What do you think guys?
I will probably still end up paying the fee to avoid any credit issues (Telus making unfair reports to the credit bureaus) However, until today I was going to call them back when I wanted this account. Not now. you know bad news travels faster then good! Telus should really have people in place to fix a few customer services situations. My business does!
I will never do business with Telus again, and I advise for anyone who is thinking about it, to not do business with Telus Mobility. They are very, very unorganized. Their people don't have a way to communicate with each other.
Well, I have said my bit. Please make your own decision, now my time is worth more than $123/hour so I will likely just pay the money & have a lesson learned! Respect your time!
Very unhappy with Telus Mobility! Telus Mobility sucks! Telus Mobility is wrong! telus Mobility has company problems! telus Mobility has customer relation issues. Don`t do business with Telus Mobility! Becareful Telus Mobilty! Telus Mobility wrongful to customer!
PLEASE NOTE: TITLE SHOULD READ...Telus Mobility NOT honouring what they said!
The complaint has been investigated and resolved to the customer’s satisfaction.
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Telus phone/internet provider gave me a discounted package price for 1 yr. After 1 yr when they increased the internet fee there was an unexplainable $20 feee
Are you stupid you just said it was for 1 year so why are you surprised it went up after a year?
8 years with Telus and happy as hell, I'm not a cheap freeloader I pay what it costs and I have no issues.
I just move my internet and T.V. service from Shaw to Telus. Did I get any deal? Forget it. We just wanted to have all services such as telephone, mobile phone, internet & t.v. on one bill. The service is unbelievable regardiong internet and trying to get help from telus. You call - the phone goes dead, or after all the button pushing a busy signal or a dead line. Right now, I do not feel telus is capable of handling any problems in any professional manner. I need some individual from telus to calls me, if they have the courtesy to do so, so I can air my complaints and maybe resolve the situation.