TELUS
reviews and complaints

We recently moved cross country. I cancelled my alarm service - was told they don't provide service in my new area.

Got a cancelation charge for close to $800 (we were 2 years in to a 3 year contract).

Upon calling in (July 9th) I was told the fee was waived due to the new owner at our previous home using the service.

I asked the agent to send me an email to confirm this, he did.

Then I get a bill dated August 1st for the full amount PLUS a late payment charge.

I called customer service and she said she couldn't help me, but provided me with an email to send over copies of the email and the recent bill.

Have heard nothing back.

Also Telus terminated my home services a month too early before we moved which turned out to be a 3 day journey through hell trying to get it turned back on...

Waited on Hold for 1 hour to cancel my ADSL internet service.

Talked first to a Customer Rep then the Loyalty Rep.

NO MENTION OF PRICE CHANGES or what Services where to be kept other than I wanted to keep the Landline. They asked me my email address and I offered my current GMAIL account. Asked if I wanted to update my email address and I said "sure". Thinking this would be for getting bills etc.

Several Hours later 2-3 about, the new service agreement is emailed to me. The Home phone service jumps up about $7 (guess from a package?) and I am being billed $7 in addition for EMAIL. None of this was discussed or mentioned.

So overall my bill has gone up almost $15 from the expected base price with NO mention that this would be the case. AND i clearly don't need their EMAIL BOX any more.

Telus is requesting the CRTC to allow it to charge consumers a 1.5% processing fee fir credit card payments of bills.

Allowing Telus to charge the 1.5% fee for credit card processing of payments is unfounded. This is a blatant act to cash grab from customers. Allowing this fee to be approved will rollercoaster among all utilities and merchants so they will they charge the processing fee as well.

The use of credit cards by consumers to pay their bills is not simply a convenience, but also a means for the consumer to manage their cash flow to match the outflows with the inflows. Why penalise consumers? The prices charged for telecommunication services as well as other billings is outrageous compared to other countries.

If the CRTC approves this request, it simply means CRTC cares less about consumers and backs big telecom and other large corporations with huge profits.

Telus does not need to increase their profit margin by 1.5%!

I received 3 different automatic paiments from my account to Telus.

One of 72$, another one of 89$ both on Aug. 3rd. Yet on Aug. 1st, I also got a paiment done automatically for 135$...

From what I understand the 72$ is the Security and the 89$ is the internet. The two combined is a hefty bill each month.

Now what is the deal on top of all this charging me an extra 135$ two days prior charging me two days prior charging me two services. I already paid 400$ of equipment fees in April and Mai combined.

It really bothers me and the people that answer is confused and they have no f*ing clue what they are talking about. It's so frustrating they still act as two companies; ADT and Telus, not unified billing, no one knows what the other is doing. It's a hellhole and I hate it so much I plan on X_ING out of this crap.

The heck with this.

Disabled veteran. can't take the stress of telus' disservice. Cancelled contract, returned equipment, they told me they owed me $75. Now...$75 may be nothing to them, but it's the difference between eating at the end of the month or not to me. Disability pensions are not easy to live on. The got their equipment but never sent the $75...and if I try and call them to get it, I'm on hd for over an hour and if they DO pick up, the call drops quickly. I have spent several hours on each of several days just to be ignored and hung up on while they hold onto my money. I wonder...how many thousands of people do they owe money to and delay payment, how much does it total, and what's the daily interest they are getting out of it. To me, they profit by ignoring customers they owe. Each time I try, the stress is too much...especially on a phone where you cannot speak to a human . Telus is literally making me sick to my stomach.

I am at Koodo customer at which time Telus has all my personal information and they continue to send me advertisements and promotional via text and email I have tried calling multiple numbers to get this to stop

[protected] and [protected]

I have also contacted Telus store .

None of these methods are working!

I have never subscribed to any department of Telus.

Subcontractors working on property are blocking emergency egress potentially causing an obstruction in case of any emergency. Improper notice of work, and timelines for work to be conducted, damage to property and vehicles on property in close proximity (unable to move vehicles due to improper notice of when work was to be completed), Vehicle movement blocked due to worker vehicle obstructing access to driveway (blocking any emergency egress route to property).

July 20, 2022

A TELUS door to door agent knocked on our door July 20, 2022, Nolan hill Calgary, AB.

I had $130 for two phone lines shared 50 GB from another mobility.

The TELUS agent promised that with the same amount $130 TELUS offers 60 GB shared plan for my two CP. And is willing to give $400 dollar incentive with less $5 dollar every bill for 10 months to cover the $50 connection fee.

When my bill arrived- each phone cost $101.37 totaling $202.74.

Even the $50 connection fee for both each phones only has a $1.92 discount instead of $5 each that was promised.

This is a false promised despite asking him 3 times and him directly lying on my face.

Telus has wrong policy for 3d party apps.

Customer has no way to get back wrongfully charged money for 3d party apps.

I was charged for a few months user fee for X1 app. I never agreed to use.

In this case, Telus make itself accessories for fraudulent actions by 3 parties.

After my call to Telus no body contact me from the 3d party app. and Telus even can;t provide theyer phone number.

Think about that they can charge 100000 customer 4.99 and make a 500000 a month, 4 month 2 ml. dollars 10 -15% to Telus it is 300k to Telus no wander Telus dont have policy for defending customers.

I am not a Telus Customer for Internet,TV or home phone. I am a Telus Customer for Home Security. I live independently as a senior in White Rock, BC. In the afternoon of July 15 my internet, tv and home phone services blacked out. On Saturday July 16 my provider tried to trouble shoot the situation over the phone to no avail. A technician was called out on an emergency basis as no regular appointments were available until the following week. I was an isolated senior with no means of communication. The Service Technician noted that there was no signal to my home. Two technicians went up the pole and discovered the cable to my home had been cleanly cut next to a recently installed Telus box. There are no other lines to this pole besides my provider and Telus. Hydro lines are much higher. My provider had not done any work on lines to that pole that would have resulted in a cut line. Therefore, the suspicion is that Telus cut my line. While my provider will deal with this through corporate channels - they have photos. I wanted to make you aware of this suspicious activity. The impact on an isolated senior was significant so whoever and for whatever reason this activity took place it had a very negative impact on an individual.

I have ordered a phone plan including a new iphone 13 to be delivered but then we I asked if I can pick up at the store instead, it's even not possible, that's so weird.

Then my order is delayed as more information needed but noone contacted me, I have been waiting for so long so I checked status and saw the note that I have to contact customer service to ask what's information I have to provide. What kind of customer service is that. I'm so frustrated.

I logged an issue with Telus.. received confirmation they have my issue with a resolution date of July 5 2022.. still have heard nothing

The install they did has killed one of my trees where they drilled!

What is the plan to remediate and resolve?

After telus installed fibre optic cable they did a very poor repair of my front lawn and boulevards. There are now sinkholes along the boulevard, one is over a foot deep. The grass repair died and also sunk in several places. They installed a metal access plate on one of my boulevards and it has sunk and tilted. I would add photos but 5 mb won’t allow.

I am living at 70 Country Hills Rise NW Calgary. Please be informed that your contractor dumping and storing large amount of soil for the pure fiber job on the road where blocks half the way of my driveway exit. May I suggest you guys to use the other side (north side) that closes to the curb of walkway for storing the soil instead of now expanding the soil storing that blocks half way of the exit and that way can make more clear and visibility on using the exit when backing up their vehicles for the residents. I now enclose a copy of photo that shows the current situation for your reference and sensible action.

Thank you

Daniel Wu

Cell [protected]

Resident of 70 Country Hills Rise NW

Calgary AB T3K 4S2

I cancelled my cellular phone plan on March 1, 2022 and made my last payment of $21. I have documentation from the bank of the payment. Our plan started out at $15/month since we have our plan for 15 years. On June 16, 2022, I called Telus to find out why I had a $101 outstanding. The Customer Service Agent told me the services were not cancelled and I had to pay the balance. They were not giving me any credit for my 15 years with Telus. They told me if I did not pay the balance it was going to collections. It was Telus fault the plan was not cancelled not mine.

Telus installed Pure Fibre in our neighborhood last fall (October) and assured me that they would not damage my irrigation system with hydra vac digging. Surprise today I fired it up for the first time this spring and the zone where they were working no longer works.

Absolutely disgusted by the attitude of the reps from your company that knocked on our door late last night, just before 9pm. I was on my way to bed as I work very early mornings! My husband answered the door and when he told your reps he was not interested they actually argued with him about their right to be on our front deck selling at that time of night. They argued for about 5 minutes and were very hesitant to leave, I almost called the police! We do not appreciate your sales approach at all. Why does Telus think it's okay to use our home address to send people around to solicit? Not only is this totally disrespectful of peoples privacy in their homes, this is the 21st century, and still a pandemic!

May 24, 2022 approx 3:30pm

Had a salesman named Jim come to my apartment door to try to sell me the new fiber internet that my apartment building has installed. I am with Shaw and do not want to switch. Asked very inappropriate questions and then asked if to speak to a man about the account. I told him that I was not switching and we were done with the conversation. I don't appreciate the fact that he would not take no for an answer and that I had to be rude to get him to back down. This is the second salesman who has been rude to me about this service and I will never switch to Telus when they treat women as if they don't understand what a "good" deal they are offering.

Telus customer service blows my mind with how ineffective and short tempered they are. Particularly the supervisor Jamie who is handling case [965285]. He placed me on hold while i was still speaking because he believed the "conversation was going nowhere". This was done simply to teach me a lesson. This particular case is regarding serious billing inconsistencies where since i first installed telus, there had been an overcharge on my auto payments of nothing less than $600.00 (See attached image for billing fluctuations). I called and the lady confirmed that there was discrepancies on my account due to inexplicable reasons. These discrepancies were a result of, according to her, extra charges because on some months it would be the discount bundle price and on other months it would be the non bundle price for internet and smart home services. This resulted in fluctuation of up to $65 from month to month. i have received zero reassurance that this will not happen again and have been met with extreme doubt and hostility especially from Jamie who said he wants to help but has been anything but helpful. These fluctuations negatively affected my credit score and resolving this has taken hours out of my time for a problem where I am simply the victim. Auto payments are a contractual agreement between the customer and service provider. This has been an extreme breach of trust and is shameful for a company like Telus.

we moved houses, call them to move the service and they told us may 10 and we agreed. Then suddenly someone cancelled our appointment for no reason and without our consent. We have been trying to communicate with the call center and all they do is pass us around to a dead end and the call will either just drop or will direct us to voice mail right away. few days later and still no call back or what so ever.

this is so no right and we will still be paying for the days that we don't even had connection till almost the end of the month and this is stupid. might as well just move my business to other provider that who deserve to be payed than to keep chasing this useless company