TELUS
reviews and complaints

I was walking at Southgate Mall, Edmonton, Alberta.
There was a sales promotion open booth, a female sales agent introduced herself as Kimberly providing me her phone number as [protected].
I had a Shaw Home phone and Internet (150/15) connection and when she asked me how much I am paying monthly, I told her I am paying approximately an average of $ 135.00 per month.

Then, she offered me High speed Internet + PiK TV + Home Phone (-$6 ) bundled discount of $80.00 per month with no installation fee, month to month service (no contract), first month only pay $35.00. These were hand written on a piece of paper (see attached). It was agreed that Telus would follow the appropriate procedures for cancellation of the Shaw Plan and retention of my original home phone number [protected]).

I was happy to agree and sign to these conditions because they agreed it would lower my monthly bill in comparison to Shaw. These conditions were appealing because I recently underwent a major brain surgery and am unemployed. On Dec 02, 2017, the service technician came home and installed everything.

On Dec 13, 2017, I received an e-bill for Home phone + PiK TV + Internet of $220.98 Pay by Jan 03, 2018.

In view of the above bill, I called the sales representative who gave me her phone number and name (Kimberly [protected]) but the call was attended by another lady who told me that this number belonged to her and name is not Kimberly.

If you can trace the sales representative, please ensure she is given some corrective action so that other poor people will not be cheated.

Thank you,
Johnson John

My internet has shut off randomly again
The last time this happened you guys took 2 weeks to fix it. I had 3 people come here to try and fix it. I don't know why it took so long to get a key. I've called and now I've been waiting for a half hour just to talk to someone. This is utter crap and I'm about to switch providers. I'm appalled by this disservice.

My wife and I sold our business in 2013. At the time of the sale, the purchaser agreed to open a new email account for the business as the email we had used for years included private and personal information. As the transfer of business was being done I tried to access my email and was blocked. As it turned out, Telus transferred my email account to another party without my consent or knowledge. When I confronted the new owner, he said he would take care of it. The next day, he informed me that everything was straightened out, however, because of the changes the password was changed. He gave me the new password and everything worked fine. I had no reason to doubt him and continued to use the account. Suddenly, 3 years later I get blocked from my email account. It turns out that the email was never transferred back into my name and that I have been using his email account. I am furious. First of all, how can Telus just transfer an account without permission? Isn't this against the law? It should be. When I talked to Telus they say there is nothing they can do because of the rules. Where were the rules when they transferred my account originally?

I spent approximately 1/2 hour with David with Telus at Seven Oaks Mall Abbotsford arranged time for service TV and Internet granted a free TV and got the pricing all looked like it was in place installation was all arranged. He told me to contact Telus so I would close out my Dad's account previous customer. Followed up on Monday spoke with Joyce to close account and then had discussion on the new account I didn't qualify for the TV and quoted different rates. She then advised me that David is an agent and doesn't know I made it clear agent employee they represent the company and this is unacceptable. So asked to speak to a manager and Harmat (?) did call me I wasn't at my desk at the time and I returned his call phone number [protected] local 1931499 since then I have not heard a word. I was working on moving my cell phone business from Rogers to Telus. I spent a lot of time figuring pricing and the different plans and then I finally make arrangements and get different stories and then to top it off no return call from the supervisor who had my cell and office number.

I tried getting telus internet. I had a appointment on oct 18, a technation came said i had a problem with my fiber cable they would have to get a thrid party invovled. So i said ok. On oct 31st i still havent heard from them so i decided to call for a follow up. When i called they said they still havnt submited paper work for it, they said they would call me back in 48hrs. I final got a call from telus on nov10 saying we final fixxed it. Do you still want internet? Worse service ever it took TELUS over three weeks to fix a problem to get a new client. Mean while i called shaw and it took then less then 24hrs to hook up intrenet.

My husband and I have a consumer mobility account with Telus. Our 3 year contract ended Nov 9th. I recently learned as an AHS employee I can migrate our account to an AHS special offer for employees. The account is in his name and needed to be changed to my name.

So in early October I started the process and called Telus to switch to the EPP. I was told I would need to wait until Nov 9th and was provided with a phone number and an email link to complete the process on Nov 9th. On November 9th I called the phone number I was given and was told my husband would have to call in and authorize his permission that I leave our account. I would have to set up my own account. This agent was very unknowledgable and put me on hold several times and was asking a colleague several questions during the course of the call. My time on the phone was 30 minutes. Next, my husband called the number were given in October and was on hold for 30 minutes. He hung up and dialed 611 and was on hold for 40 minutes the second time. Finally an agent took the call and made notes that I had permission to leave the account and/or adjust anything on the account. Meanwhile I dialed 611 on my phone to arrange for completing the migration. After 50 minutes an agent answered the phone and informed me the process I was given was incorrect and I would need to call the original number I was given the next day and arrange for process to be done. He also took notes that I had permission to manage the account we currently had. Today I called the initial number I was given and was told I was given the wrong information and I did not need to leave the account at all and that my husband just needed to call Telus and have the name of the account switched to my name with me as the primary and then I could go into the link and complete the migration. My husband called 611 this morning and was on hold for 30 minutes before an agent answered the phone. He requested the account be moved to my name and we were told this is an entirely different person on the account and a credit check would need to be done and a $35 dollar charge would be applied on the next bill for this. I was beyond frustrated at this point and explained what and why we were doing this. The agent transferred my call to corporate care and the process was pretty simple at this point. The agent created a new account under my name, confirmed my employment via a letter I sent to corporate care the night before, took my drivers license number for a credit check and then migrated both phones into the bring your own device plan. All in all we have spent a good 6 hours doing this process and were given wrong information by many agents and were on hold waiting for agents for multiple hours. This is insane. We were also given misinformation regarding the hours of the corporate care department.

I feel Telus is extremely arrogant when it comes to the service they provide. I was even told they had over 3 million customers and they do their best. It would be very refreshing to see more competition in this industry.

Hello, I am international student, I Took Telus internet home service, While enrolling for service my plan included a 50 dollar gift card, which I never received in-spite of reminding them again and again they kept on saying its dispatched, I lost hope in getting the same after some time . I kept the connection for about 11 months, while clearing my account for the final time I spoke to customer care personnel on phone and told him about the story, He said he will apply credit to my account and I will receive that cheque of 50 dollars for 11 months with the return box for router in which i have to mail hem router, I received carton box to return my things in 7 days, but it has been 2 months since that still i didn't received my money / cheque.
my email address is [protected]@gmail.com
name:chetan, contact - [protected]
telus account number - [protected] 8

October 20, 2017 @ 2pm at Eastgate Square, Hamilton, ON

We were requesting a prepaid plan for my mother to use on an phone from a different carrier. Employee said we would need to pay for Sim card and he informed us that paying for a one year of prepaid plan was a better option, which we decided to do. After the transaction of $135.60 he pops open the back of the phone and says the current Sim card is for Fido and not compatible. I asked for a refund of the $135.60 and he then told us that the payment of $100 for the prepaid plan was not refundable. This was not mentioned at the time of the transaction.
We asked to see the manager who then informed us, in front of other customers, that we did know about the non refundable and agreed to it.
We had never spoken with the manager until this time. We did not at any time know of the non refundable policy nor were we told about it in advance. If we had been we certainly would not agree to spending over $100 on a "chance". We were told by Harry M. (the acting manager) again in front of other customers that it was our problem.

Today Wednesday October 18/17 - noticed an asian man enter the building using an access card, went passed my office and used the washroom, then back passed my office to the elevator to P1 for less than 2 minutes and up again the elevator to the lobby and left the building.
I am guessing this person had no business in our building, he came in to use the washroom etc. He had a backpack on him.

I have deactivated his access card for security reasons.

Hi my name is Randyn and I am complaining about my home services that keep being disconnected after I’ve paid the bill on time or early, then charged twice for a reconnection fee of 45$ customer service has not helped nor have I been able to get through to them while waiting 45-1hour and 30mins not pleased and would appreciate some help in this issue

Me and my family have been long time Telus customers when it comes to Internet services and sometimes TV and home phone if we ever find a need. We moved about a year and a half ago and had we signed up for a new 2 year agreeemdnt for TV/Internet/home phone package with a free TV. To start, we had to reschedule the service appointment like 3 different times and due to it, we had no internet for over a week in our new house. We were promised a $100 service credit when we sign up which we did not receive. Multiple times throughout our agreement, I’ve experienced one person telling me one thing and being told a different thing from someone else (will record every phone call going forward now with you guys) 18 months into our 24 month agreement, our family has decided that our monthly bill of $160 is too much especially since none of us watch cable TV or use the home phone. I called Telus customer service to inquire how much it would cost to cancel, I told the girl I am aware that I am in an agreement with you guys and would like to know the price of what it would be to cancel as $160 a month was becoming too much. The girl told it would cost around $70 to cancel and I told her that is fine with me and I cancelled the service. A few weeks later, I receive the $70 bill which I have paid and then a month later, I receive a bill for $300 for an early cancellation. I called to inquire about the new charges and apparently the $70 is a separate cancellation fee for the services and $300 is for cancelling early after receiving a free TV. What really frustrates me is that why didn’t the girl tell me about the other charges when I called? If I had known it would cost a total of $370 to cancel, I would never had cancelled. This is very poor customer service and I even spoke to a manager who did nothing to help. He told me that it’s my responsibility to know of these charges when I signed up. I am aware that there will be a cancellation when I cancel but when I call specifically for the reason to find out the total of how much it would cost to cancel, you would expect a big company like you guys to tell your customers how much they will be paying. If your customer service representative made a mistake and only told me about the $70 then you guys should correct your employee’s error and not punish your customers for it. I’ve never been treated like this by a company as bad as you guys and I would like to talk to somebody to resolve this as I have spoken to a manager and offered no resolution to my situation.

When I spoke to a Telus supervisor about a fraudulent case against me, whereas the culprit had placed a "moving request to Telus", I explained this WAS NOT me, and they shouldnt wait for another month to act and cancel all services immediately as it is all fraudulent, and after several minutes of explanation the supervisor decided to waive the charges that were against my name for an address somewhere in Edmonton.
I have just been called by a collections company (MET Credit) seeking retribution for the amount the fraudster incurred using my name!
What the hell, Telus? This is damaging to my credit and needs to be immediately resolved!

Good day
My names jeremy kosowan
This was my first day ever as a telus customer and i am not impressed

My window for getting my Internet and tv set up was 9-11 am
Wen Sept 13 i got 2 phone calls and texts messages to remind me

At 1250 i got the first call form the installer he was gonna be half a hr to get to my place. Was not offer a apology for being 2 hours late even letting me know what was going on
Was just offered a excuse as to what happened and blame on other installers for not picking up my work order
I had taken half a day off work so i had already left for work by the time i got the call
I asked him to have someone form customer service call me to set up a time for Thursday the 14

That phone call never came i myself had to taken almost a hour out of my time at work to try and get my appointment for my products to be installed

Its nice that this installer first had the respect of my time to not phone me and let me know he would be late and then not follow through on setting me up with someone who could get me a new appointment

So when i get ahead of someone at the call center i am told i cant get a new time for someone to come out till Sunday
I protest that my services should be installed Thursday the 14 this was a mistake or a over sight that i get but i shoulndt have to forced to wait 4 more days cause of a issue a employee of ours caused

I spent nearly a hour dealing with two different people at the call center trying to get someone who would have the understanding to make sure I was made whole again
I had been a customer or shaw for 14 years i am someone who is loyal when treat right
My landlord company is paying the bill for this account i am not looking for something for free i just want my services hooked up on thrusday the 14 of sept

I was never once offerd to speak to a supervisor or someone who could make my request happen
I dont belive it is asking to much that my work order be placed as a priority on Thursday the 14
Jeremy kosowan

Hi I was offered a job by one of your employees in upper management in the dt Edmonton building sorting mail .this was a job offered o. A sexual nature this guy promised me a job 25.00 per hr full benifets .I was extatic I got this job offer I phoned my parents to tell them the good news .but this was far from good news the guy became weird and was playing a sick game if he couldn't have sex with me I couldn't get the job. He promised to wipe my telus account Dept so I wouldn't be embarrassed. This leaves a sour taste in my mouth that u could have someone so grimey work for you. I don't know what to do from here.my name Matthew James. Email [protected]@gmail.com

This note is regarding a flood of calls (daily) from [protected]. We talked to a representative from Telus payment services on this line and she has assured us that we do not have an outstanding account balance. We were advised that the calls relate to a mobile service account. (As a matter of clarification, we do have a Telus mobile number [protected]) that is on a prepaid service - not a monthly billing account). We were told that our home number [protected]) is being auto-dialed by mistake. We were also assured the these calls would stop. The representative we spoke to introduce herself as "Paige". She was certainly very pleasant but unfortunately nothing has changed.
The 2nd call we made was to the mobile phone unit and we spoke to someone else "Erika", who also assured us that we had no outstanding balance and that she would have the calls stopped. She also was very helpful, but the next day the calls continued.

I am sure that someone from technical services can easily solve this issue and keep another customer happy.

My son and I are on a corporate account and when we were out of province he would call his girlfriend and let it ring once and hang up. She would then call back or they would communicate using Skype. I am checking with consumer protection but how can you be charged when the communication is not established meaning he was charged a minute even if the other person did not answer.

Thank you

HI, I have been trying to contact Telus about my mobility account. I called 3 days in a row and waited for 20 minutes or so each time. I wasn't able to get through. I also sent the an email and did not received any answer. I just want you to contact them so that they take this seriously and decrease their time responding to client. If I could reach them I would let them know myself but they are unavailable! Thanks

I am filing this complaint because Telus has placed my bill with a collections agency although I was in process of speaking with telus in regards to incorrect billing for equipment that I did not have. Telus has sent my bill to collections prior to resolving the issue about the bill and prior to the bill's end date.
I have already paid the bill and resolved the issue with telus prior to the end date and the bill was already at collections. TELUS needs to handle their business better. Nobody needs to be sent to collections and have their credit rating at risk due to Telus negligence.

I am filing this complaints against because they too my name Tony Goloman to credit collection for the money I do not owe. I don't owe this money due the following reasons 1. They capped my internet usage without consent . 2 They changed the price of my internet I was paying for internet service from $35 to $71 without my consent agreement.
I will appreciate if this matter is look into without involving CRTC Canada. Thanks. Tony Goloman. Account.[protected]

I am acting on behalf [removed] , [removed]. [removed] and his family (wife and three little kids) moved to [removed] in June 2016 form [removed] . In November 2016 he has been offered a promotional offer from Telus and he agreed to use Telus services (Internet and cable) but canceled it after 1 hour of installation since was not happy with Telus Internet. He called Telus, talked to Arabian speaking agent and been reassured that the service is cancelled . In 6 months he received a bill for around $1 000! he called Telus again and been adviced to mail back a modem. So he did. Now he is paying installment payments of $187 monthly for the service he has never gotten! I would like to mention that since he is new to the country, he does not speak English well and survive on Government Assistance. I am a volunteer at Immigrant Service Society and feel awful for him and his family. Please investigate! [name removed] phone number [removed]

My name is [removed] , please free to contact me [removed]

Thank you.