TELUS
Reviews and Complaints

Checked online for nearest dealer. Wanted to purchase a new phone and alter service of second existing phone. Drove to location, OPEN sign, but door was locked and barred. Waited over an hour and no one returned. Now returned home and a bit chagrined. Is this TELUS dealer typical service? Recommendation for the store... get a sign with the typical clock explaining that we've all stepped out and will return at this determined time. Don't say you are open when you're not.

As I delve into the reviews of TELUS Mobility, it's evident that customers have had mixed experiences. While some appreciate the prompt service and reliability, others express frustration with billing discrepancies and customer service. It's essential to weigh the pros and cons carefully before committing to their services. Remember, every customer's experience is unique, so it's wise to consider your specific needs and expectations before making a decision.

Ive been dealing with Philippines for 3 months with refurbished set top boxes. Finally i demanded a brand new one no issues anymore but my booster must sit right below the wifi box. Why must I demand anything? My security also with telus is slower than molasses in December! Everything should run on 5 ghz but instead i keep rebooting it keeps telling me 2.5 ghz. We are not huge wifi users….why this? Is our 4 yr old set up now antiquated? We pay faithfully each month for Wifi150 whats the friggin problem? Ive been so polite on each and every call. Now I'm just tired! I need someone from their friggin Alberta “preferred customer team” to call me! Period! Im sick of calling in! U must call me. Or when our contracts expire this July I'm leaving it all behind. Telus, you woo new customers in with all this great new technology and free products and the 40 yrs plus faithful paying customer is left behind like trash! What is this? What are u doing Telus? There is such a thing as Karma, I hope it doesn’t come after u!

I have been a Telus customer since the time it was known as B.C. Tel. Up to now I have been satisfied with services provided.

However, I am somewhat dismayed at the information I get regarding Fibre Optic Service in my area. I have been told on 3 separate occassions that service is not available in my area. Yet, 5 of my neighbours who are Telus customers have Fibre Optic service. In fact, one of them 5 doors away from me got the intstallation just 5 days ago. If it's not available in my area, why can others get it and I can't?

About a week ago, my wife got a call from Telus touting the benefits of Fibre service and she was asked ab out us getting it. At the time, my wife couldn't make any decision until she discussed it with me. The agent said that they would call back. No callback came.

Ihave just got a call back from the city about the transmitter and they told me it was done by telus and it should not be on a lamp post this seems to have been put up illegally. Strange humming and it also has a camera attached very concerning. Police have no idea what it is was told to contact city and city said it was done by telus. Please get it removed the neighbors dog and mine are both sick. Removal of this would be appreciated. Thank you

Unable to get in touch with Telus Reps. Automated system not working properly requires client to ask 10-15 times to be transferred to a Telus Agent. Long waits and no way to leave a message. When contacting Telus Store to ask if I could discuss billing and tech support, I was refused. I was advised by Telus Store Rep that they do not handle those types of issues at the store.

It’s almost impossible to get any Telus Agent to help.

Spent just over 2 hours on the phone with OFF-SHORE support yesterday. Few things I noticed:

1. Every agent I was supposedly passed to had the same voice inflection and mannerisms. Is this normal?

2. Instead of trying to resolve the issues, I was constantly being up sold to. Is this normal?

3. I have it from support (voice recorded) that Telus does not follow normal confirmation practices such as (a) notifying the account holder that a phone is being added to the account, (b) notifying the account holder if someone else (not family) is being added to the account.

4. I was told that I can deliver an unwanted phone to any Telus location, since Telus refused to send my son a waybill for returns. THIS WAS A LIE from Off-Shore! The person at the store was up front and said "Yes there are a lot of issues with OFF-SHORE. They need and are responsible to send you a waybill and provide an address to return the phone that is on the rental plan."

Options remaining for this consumer:

1. Continue the process of leaving Telus.

2. Launch a formal complaint with the CRTC.

3. Same time as the complaint, copy the complaint to the Toronto Star; Globe and Mail; and Social Media Platforms.

4. Continue the information sharing within the social media platforms for perpetuity so that others do not have to go through what I have. Inform them that "Bing-it Back Program is a joke". Off shore support don't understand it and do not care. Their role is to up-sell.

5. Not pay my son's portion and wait for a court date. Discovery Phase will be enlightening!

Between 12 Feb and 18 Feb 2024

Summers demand great translation job across internet by name of Telus, we agreed with 4000 USD

After finishing the job they instead of sending payment, they pull money from me step by step, You need to make a ilete card, money need American transfer fees to release the pending...

and so on

Every payment on accounts in national bank of Egypt in accounts show in the attached photo

I discovered at last, they were scammers

@TELUS

Please read all my messages ,i have sent you and check up with my Case file manager, what I have been going through for last 3 weeks and the call I got this evening that being charged for 2 accounts when telus couldn't fix it! And all the metal issues I had to go through! Why more!

Is this how Telslus treat the customers and disability ones!

Is it because I have PTSD and br...wn

G..uy.

[protected]@gmail.com

[protected]

I have recently had a leg injury and am immobile and in an isolated location 90 minutes from Kamloops, BC. My landline telephone has been inoperable for nearly 2 months. We are out of cell service area, so cannot use my cell phone.

Telus has become so automated that the/my request for repair service has become almost inpenetrable in my circumstances.

I finally drove into Kamloops before Xmas where I could use my cell phone. Best Telus could do was to send a repair man/woman on January 17th, today. I have been patiently waiting all day for Telus without show.

Don't Telus realize their phones are a necessity? In my case as I am immobile the repair is urgent, as I have no other way of accessing assistance other than phone. I have to make an urgent call to my doctor.

Thankyou for your attention. My account is [protected] and my phone number is [protected].

Home visit of the technician was scheduled for Nov. 26, between 9:00 and 11:00. I was waiting for him in my apartment. When the time pass I called TELUS and after long waiting on line I ask for reason why technician didn't show up. The answer was, the technician could not get in because nobody answer a buzzer. I don't know what was calling, but on the wall next to the entrance door is information panel with the buzzer number and why he or she didn't call my home number? Because of this I lost the appointment and my personal time and also bothered onather workers.

I received a call a year ago regarding a FREE home security system. The lady was nice and we went through all kinds of items. My two major questions were is it state of the art or junk? The reply was state-of-the-art.

Wrong much of the equipment is ok however motion detectors use a plastic insert to isolate areas where your pets roam not an identifying feature as state-of-the-art. Also, I asked if the smoke alarms had CO detection I was told yes so they sent one separate not part of the smoke detectors.

Asked if I could connect to my Google Home she checked and said yes I told her I did not want home monitoring, Also told her she had no tech in the area so I would install it. She said great do you have a ladder told her yes and was confident I could handle the job. we will give you 100 dollars said I would take it.

Next received and started to set up however ended up in the hospital and not allowed to do anything for six weeks. Totally unrelated except had to not lift anything or climb etc.

Then Telus started you haven't connected you only have a month to do so. Well, there goes the hundred dollars oh well was thinking it would be a credit on phones. explain I will get to you ASAP.

then as I got it hooked up the system would at random times go into alarm so I phoned their so-called tech support (useless) and could hear him flipping pages as the alarm screamed in the background.

So I looked at the panel disconnected the aux power and shut up. this was typically midnight or later. After a few weeks, I just left disconnected.

That was phase 1 the second part was when I got a call from Telus/ADT who said he was sure he could help I explained the above but never heard back.

Next, I get a bill from Telus saying I owed 51 dollars a month for the monitoring service which I told them I didn't want and also never connected to for more than an hour. This was all in 2023 Dec or the end of Nov.

Now the whole time this is happening I am trying to contact Telus regarding all this. Between time spent waiting for yacking Annie which is another whole Telus issue. Then I get a bill from Telus for over a thousand dollars, Now according to my math 51$ per month for let's even say a year only comes out to 600 and 12 dollars even if I purchased the service which I didn't.

Then my 12-year-old daughter called me and asked who FDR Telus is (a collection agency} Telus gave them her number. I had a phone with them as well as hers my phone was primary number. the own privacy policy this is againsttheir own privacy policy little long a 12 years old. I will be checking with a lawyer as well.

They should not be allowed to put customer and service in the same paragraph. I have packaged up the whole system and sent it back.

The final item with Telus which cost me 3600 dollars was that my stepson and my partner had issues with their phone and spent almost a year dealing with tech support. This was Telus Mobility. They told us the issue we were having was the phones, not their system. All 4 of the phones we had from Telus would lose texts not send, etc you would have to shut down the phone and reboot.

Told us to fix what was needed was to replace phones so we did. still acted up but nearly as bad. so I contacted Telus basically told it was the phones or locations.

My Stepdaughter and I didn't really care for now as still paying for partner and stepson's phone.

I got fed up and transferred my phone and my stepdaughter's phone over to a discounted system (Tiny Mobile) on the Bell network. Neither she nor I have had the issue since. BTW phone I am using is my girlfriend's phone we replaced and my stepdaughter is using the same one she had.

Telus since they were threatened I was suing [censored] off has told the collection agency to use a unknown number to call me

TELUS the worst system we have ever had. Had Brinks loved it then ADT which was ok. Then we got stuck with Telus. Worst decision we ever made to sign up. Aug 17 2021 was the worst day of our life when it changed over. At the time we understood it was for 2 years. Lately been told it is 3 when said we wanted to cancel. WE WOULD NOT RECOMMEND IT TO ANYONE. We are seniors don't use apps much. Use our cell phone to phone people. 3/4 of the time have not got a clue what the international staff is saying. Sure wish a Canadian company employed people in Canada 🇨🇦 and understand Canadian seniors.

I stated I was unable to set up 2 factor authentication because I was receiving an error on my mobile when I texted "secure" to 52555. I was given the option of submitting my phone number to receive a call back from an agent within 15 minutes. Waited for more than 30 minutes then went through the procedure again. More than 30 minutes went by again with no phone call from Telus. When I found a number that got me to a live person Angelica informed me that call-backs were not working and I should try later. Why did Telus keep offering call-backs which kept me tethered to my phone instead of putting up a notification that call-backs were not an option until the system was fixed. Doesn't Telus have the IT capability of such a simple notification?

I am trying to move my Koodo number to a Telus landline now for 3 and a half weeks and it is a nightmare.

Clearly Koodo nor Telus does not care about their customers whatsoever! I have been on hold for over

12 hours over the last 3 weeks, talked to 7 reps and 3 escalation team managers. They promised me

now 4 times now that I was going to get a text to confirm the number porting and nothing came! I am so

fed up with this. I was dealing with Vaughn, manager of the escalation team. his number is [protected]

ext 1290700 case number 1088988.

I have been charged $2.02 184 times since August 24 2023 for a total of $371.68 ! The woman I spoke to told me the lie that it is data usage! BS! I hardly ever use this phone . It is either not on my person or is out of juice so how the hell can I be charged for something I don't use? If it was about per megabyte then the charges would be varied and that would make sense. But to be charged, sometimes 20 times a day for something I didn't even use is bloody stealing! I do have many data charges that were in cents not dollars and are varied amounts as it should be. But to charge me more of many times a day and month is stealing! It is NOT data charges as she lied to me about ! I don't blame her I blame you the company for stealing my money with BS reasons! Yes I am fuming!

And why the hell do I have to sign in with my socials? Its none of your business what socials I have if any! So you can steal more stuff from me? What happened to privacy? I am writing YOU not them, this time!

We have been with them for 6 months. We have several towers nearby but can only get 1 bar and no coverage at all in the basement. We've tried different phones, changed settings, even tried some other changes to network settings. Nothing. Can't get any help, But no one seems surprised either.

My data drops out when in motion,

They want me to go 5G but they still don't have 4G working.

ADT was a decent company to deal with . Ever since Telus has taken over their customer service has been so bad . Promised returned calls, Sr. reps. patronizing , I had a billing issue that has been pending for 6 weeks with nobody contacting me. I had an escalation number and had to get another escaltion number to escalate the

original escalation number that was issueon September almost 7 weeks ago. I have contacted them multiple times only to be promised to receive a call back. I did receive 1 call back that I missed . That was because it was at 10 pm on a Sunday evening. Really?!

I logged my calls. Almost 7 hrs of being on hold, not getting anywhere except sorry. Nobody cares at Telus and I will agree with that. HORRIBLE customer service.

I would like an accounts manager with complaints to call me please My account is #[protected] [protected] if you are not a manager with the complaints dept. meant do not bother I want someone that can make changes that will listen to what I have to say regarding the problem with TELUS of would you like me to fire your company and go to Rogers? the Choice is yours. I am one pissed off customer thank you

Karen McLeod – P. O. BOX 1163 – PRINCE ALBERT, SK S6V 5S7

LOCATION of Telus equipment TO Be removed: #100 – 28TH STREET WEST PRINCE ALBERT, SK S6V 4S7

October 23, 2023

PLEASE BE ADVISED OF MONIES OWED TO KAREN MCLEOD - THIS IS AN INVOICE AND SERVICE REQUEST

INVOICE: TELUS CRTC – 10-05-2023

THIS IS NOTICE THAT TELUS WILL BE BILLED FOR STORING SMARTHOME EQUIPMENT @ $75/DAY

SERVICE CALLS INTO TELUS SMARTHOME SECURITY 5 @ $48/HR 6hrs $288.00

STORAGE FEE/DAY @ $75.00 to dates: Oct 13/2023 – Oct 23/2023 10 days $750.00

AS per my conversation with the Telus Team on the 13th of October the Smart home Security system deficient and I’m again, requesting the removal of Telus equipment to be removed from my property. Removal of Cameras, doorbell, and modems. I do not wish to deal with the Corporation/Company of Telus.

HOME SECURITY- After 5+ calls into Telus service centre, waiting on hold for min 15 minutes – 1 hour, as well as the waiting for Call backs and then average 2 hours to try rectify Many deficiencies; ie; DATES - TIMES, notification on my device and the LIST GOES ON! THE TELUS SYSTEM DID NOT MEET SERVICE STANDARDS.

I requested the defective equipment to be removed from my property Oct 12/23. Telus explained they don’t have THAT SERVICE EITHER. Please provide the agreement I authorized to be responsible for the removal of Telus equipment. Why is Telus ABLE to have a man install it all (ladders, tools, etc) but once the equipment needs to be removed your staff are instructed to tell the customer they NOW DON’T have any SERVICE for this either?! TELUS ENGAGES IN ENTRAPMENT FOR NO SERVICE AND ARE UNETHICAL.

TELUS IS TO MAKE PAYABLE TO the author. Karen McLeod at P.O. BOX 1163 – Prince Albert, SK S6V 5S7. For Service and Storage Fees to date: $1,038.00. * Storage fees will continue until my property is void of all Telus equipment from my home/property.

REMOVAL OF YOUR EQUIPMENT OFF AND OUT OF MY HOME & PROPERTY IS REQUIRED ASAP!

Sincerely,

Karen McLeod

CC: Canadian Radio-television and Telecommunications Commission

Ottawa, Ontario

Canada, K1A 0N2

With the finer hype we decided to accept an Telus offer from an agent who offered us 2 services for a better discount. After 16 years being with another phone/wifi provider we decided to accept it.

Today we got the bill which is 3ple ( triple!) in what we’ve agreed upon with. The customer service are continuously stating that they don’t have full access to their colleagues notes to my account and after being transferred multumple times I gooflgled that we should contact the escalation team!

Where a supervisor had access to our offer but no stated notes!

After 3 hours in the morning and 2 hours in the afternoon for couple days of waiting on line they had to keep me this morning as no changes/discoukts were Applied. And they changed ! Again, like why Telus is registering our phone call if nothing is registered?

Do I have the right to register Telus offer customer service?

Ok, further more. The deal from Friday-changed on Monday.

1. I have the name only of the agent-no ext number. Same with the supervisor-no contact or last name, just first name which means next time I call someone else will refuse their colleagues offer.

Unbelievable! Outrageous.

Telus, you’re suppose to be a high tech company, with policies and work ethic. How do we prove to you what first name agents verbally offer?

This all started on October 12 overpayment , it is now Oct 20 with no money back in my account , they messed up 3 times , been on phone for over One and half hours and now they say they will pay me back with a cheque in 3 to 4 weeks , after telling me they can deposit my overpayment Mon Oct 16 , no money in there still , cant pay my bill cause they have the overpayment i paid

HI, im being billed for the same period 2 times for internet Aug 21 , 2023 invoice shows billing period Aug 21 to sept 20 Billed Aug 21,2023

my next bill after updating my account in being charged Aug 23 to Sept 20 Billed Sept 21,2023

on top of this it takes 1 hours to get ahold of anyone i have now been on hold for over 1 hour . what will you do about this

My account # is [protected] 5 my email is [protected]@hotmail.com