TELUS
reviews and complaints

Koodo never reported my payments took them to ccts I won still didn't fix it then I changed company's billed me my disability discount for a yr then reported 9 missed payments on my credit history. RUINED my credit I was building. I applied online to telus they wanted a $300 deposit im on disability and noway can I afford that! I called tellus Feb 10 2023 lady credited me the amount koodo billed me and offered a discount on plan and phone

But needed a ok from Manger called bk Feb 13 man was trying to get my account set up without deposit but new needed help after 2 hours I couldn't stay on cell he said he would talk to first lady call me bk. Never called bk. I called Feb 15 2023 man told me noway was I getting a account without deposit.

Crying I hung up!

Koodo wasn't my fault! Why lead me on and make it look like I didn't have yo pay deposit then flat out tell me nope not happening. When I repeatedly said how important it was to my mental health and disability to have communication with my doctor and internet to help my learning disabilitys and schooling repeatedly said this.. Why make me sit on the phone for over 6 hrs total for nothing. Trigger my ptsd in and cause me such anxiety I can't leave my house.! I'm still crying

I have emailed, called and spoken with various employees about Account #[protected]

This account is CLOSED. Telus keeps billing this account to a person who is deceased. I have tried SO HARD to get someone to LISTEN. Furthermore, the office that this account is attached to is SOLD. The last Telus employee I spoke to said that we would receive a credit of $95.43 for last month's incorrect billing
I - the executor of the estate - have opened yet another bill and now the account is up to $190.86.
I have asked you to cease and desist from these harassing and upsetting bills. Hans Podzun, Notary Public, has been deceased for over a year. His office at 630-4400 Hazelbridge has been SOLD since December 2021
Fix this. The next complaint will be to CRTC
Colleen O'Keefe
Executor for the Estate of Hans Podzun

My basement flooded after Telus installed fibre optic lines by directional drilling adjacent to the water main and 6 service lines in my yard.
I have been waiting for Telus to return my call.
Address is 3 Poirier Avenue, Unit 8, St. Albert AB, T8N 6M6.
Installation was mid October, 2022.
2 service lines were punctured and one service line was broken from main waterline. The water main and 6 service lines are underground between units 8 and 10. The directional drillers drilled underground right by the water main and service lines. I have pictures.

After being on the phone for hours on Black Friday finally I was able to order a cellphone and plan I needed. After being purposely call dropped before their closing hours on the telephone twice. I ordered the phone I wanted however missed out in free gift attached. The phone was delivered to the wrong address. About 16 total hours on being hold about two hours each call and being told every time I called someone would call me back 7 times and no call backs. One police report filed and still no calls back about my phone. It’s been two months almost and still waiting .

3 times now your trucks servicing our neighbor have blocked our driveway! First time was over a half hour, second time there were 3 trucks that completely blocked our entrance for over 4 hours! this time one of your vans, partially blocking the driveway. Not impressed. Millwoods area! We have large vehicles that cannot easily pass through small spaces, this is our access to home.

I had a very upsetting series of phone calls with a Telus customer service rep named MJ today. Despite repeated explanations regarding my concern, he still struggled to understand and the issue remained unresolved. Our call was cut off at one point and he phoned me back only to accuse me of hanging up on him! After an additional hour of attempting to explain my concern, it was very clear that we were at an impasse. I thanked him for his time and ended the call as kindly as I could. I then phoned Telus again and was connected with a different customer service rep who easily understood my concern and provided clarification to my satisfaction. The entire exchange took no less than ten minutes and I was a satisfied customer. While speaking with the second customer service rep, MJ called back again and left a detailed message reiterating his misunderstanding. I then went about my day and received yet another phone call from MJ, wondering if I would like to continue our conversation. I let him know that the second Telus rep I spoke to had already solved the issue quickly and professionally, so I no longer needed his assistance. I also let him know that I didn't appreciate being accused of hanging up on him when our call had been dropped and having him call back repeatedly, when I had already thanked him for his time and signed off in a civil manner. Hopefully, he won't call back again!

I am 74 and have been using Telus for nearly 50 years. I had contacted Telus a year or so ago about my bill and that I wanted to reduce it. They offered to give me a better deal if I got the Home Security package. The Home Security (that I did not want or use), TV, Internet and landline for $96.35. This month I got the bill and it is for $160.33.

Changes:

Home Phone from $0.21 to $22.31

Internet $40.00 $40.00

TV $60.00 $60.00

Security ($13.00) $23.40

First time I talked with Telus about this bill they said if I cancelled and went with Shaw I would owe then $840. I have no idea why and understood the amount I would owe on hardware would be reduced over time.

Today I called back and the person I talked to, Jimmy, said he was the manager and the only person I could talk to. He now says the payout would be $1020.

I can’t receive emails on my phone Telus email address (e.g.@mms.telusmobility.com) “from” iCloud mail.

I can receive email “from” any other email service provider, gmail, Yahoo, etc… to my phone email address.

Instead of receiving the email from iCloud mail; an amazing RF dropout and momentary power failure occurs.

It will probably eventually damage my phone.

Please see video and the pictures (in uploaded order).

I had TV service last year (basic, $45 + $4 for TCM); I left on 2/21/22, stopped using service, but continued to pay. Over the year, Telus admitted to having $540 in my payments. They, however, created another account to which the funds were apparently moved, with my regular account showing deficit. The service was stopped by Telus and account was referred for collections. This was what I eventually learned, when I returned in Oct. After much calling, the service was reinstated at beginning of Nov. - I was told that I have a $300 credit. Imagine my horror, when the first bill came and it was for $99.75 - arrived on 9.12, issued on 28.11, to be paid by 19.12. No explanation why the cost doubled (it is still just basic TV), or what happened to my credit balance. This year I paid $540, while not consuming any services, had credit ruined with improper referral to collections (though Telus was holding on to my money), and now have double the cost, with no explanation. This is unconscionable! How can this company mess up so badly? Pls reinstate my credit and service at $49.

Marwan Khalil, Director of Business Accounts, called me end of last month to offer Telus Business Mobile services which they had a promotion for black Friday. He explained in details all that my bill will be around $47.50 and he re-assured me that the offer comes with free I-phone and that there will be no additional charges, no taxes on the phone, no shipping cost. He said all that I would be paying is my bill with taxes. I agreed. Later that day or the day after, I added 2 other lines. He said to me since I am getting 3 lines altogether, he will deduct $15 each lines and the same offer he made me will apply to each line.

Now I have a bill of $282 and change. I have called him and try to understand the surprises, he is rushing me off the phone and told me to cancel. He refused to let me get my point across. He refused to acknowledge his mistakes. He hung up on me. He refused to fix my bill. I asked him to speak to his supervisor, he refuses. He later sent me an email saying this the agreement that he and I discussed when I never agreed on that. I tried to reach out by email to the email on Telus website, no one answers. I tried calling, spoke to an agent who reassured me that a manager will call me back, no one did. I went on Facebook, nothing.

I have gone online about 5 different times to disable data and leave it disabled on my phone as well, somehow it keeps turning on and im a single person living alone so either they have the worst security, and someone hacks it to turn it on or they keep doing it. I have contacted them about and had them correct it, I was told it will not turn on again and it did. They do keep fixing it but the hassle. I think I will just end my contract now.

Abbigail Robertsons phone was upgraded and the older phone on the buy back plan was requested to be returned..We returned the older phone in Aug

she recieved a confirmation of acceptance by text promising a $190 credit with in a few months/

however there has never been a $190 credit applied to our account.

Please credit account asap or sooner.. so far our experience with telus has been good, but this could definately change our loyalty.

Karen Gustafson

Jack Gustafson

Abbigail Robertson

account #[protected]

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

Hello Complain Department:

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

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

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

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

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

Order details - ES2173012510

Order Number

ES2173012510

Date

11/05/2022 02:50 PM

Account Number

[protected]

Outlet ID

[protected]

Mobile Number

[protected]

Sales Rep ID

K83H

Purchase Details

Details

Amount

TTRISIM2

$0.00*

Thank you for understanding.

Alexey Kelner and Inga Cernei

[protected] & [protected]

Email: [protected]@gmail.com

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

You have an overdue balance.

Mobility account: 

#[protected]

td bank ref numbers:

K6A2u9 $100.80 Oct 3 2022

R3A2W2 $110.00 August 31 2022

Aug 2-aug 16 credit $42.50

Aug 2 2022 X3Q8H5 $ 100.00

July 15 2022 L2R6K3 $ 90.00

June 17 2022 U8X8L7 $9.89

May 13 2022 X5R5K4 $ 110.00

April 29 2022 Q2R3Q2 $ 168.00

April 1 2022 W8L6H4 $ 80.00

March 2 2022 Z2W5K9 $90.00

Feb 2 2022 J8K3W3 $88.00

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

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

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

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

[protected]@gmail.com

[protected]

Mobility account: 

#[protected]

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

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

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

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

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

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

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

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

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

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

Re-780.897.0737

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