TELUS review: Horrible customer service

I have been a TELUS SmartHome Security customer for over three years, and now that my contract has ended, I simply wanted to discuss my options and see if there was a way to reduce my monthly costs.

Unfortunately, my experience with your customer service has been extremely frustrating. I have called multiple times, only to be transferred from one department to another or placed on hold for extended periods. What was described as a "brief hold" often turned into 30 minutes or more, with no regard for my time.

My most recent interaction was particularly disappointing. The representative repeatedly interrupted me instead of listening to my concerns, and every time I asked a question, I was placed on hold for another 30 minutes before receiving an answer. This level of service is unprofessional and shows very little consideration for your customers' time.

From the beginning of my contract, I also experienced unexpected billing increases. My monthly payment changed several times over the past three years, despite receiving little explanation. This is for a home security service that I hardly ever used. Now that my contract has ended and I simply want to explore more affordable options, I am being given an unnecessarily difficult time.

After more than three years as a customer, I expected much better service and transparency. Instead, I have spent hours trying to get straightforward answers and have been met with poor communication and a lack of respect for my time.

Based on my experience, I cannot recommend TELUS SmartHome Security to others. I hope this feedback is taken seriously and that improvements are made to the way long-term customers are treated.