TELUS
Reviews and Complaints

Every time I call customer service I have to wait for at least 45 min before an actual human comes on the line. They offer NO call back service like Shaw does. I also tried to use the Live Chat but was told there were 100 people ahead of me. I have complained of these delays before and was told "Sorry we are working on the problem". Sounds like they just need to hire more service reps. I can't wait until my contract runs out so I can drop them like a hot potato

I was driving westbound on Eramosa Rd. just past Metcalfe in Guelph, ON when your Telus Company Vehicle (License Plate BWF 218) was driving at a hi rate of speed well over the speed limit cutting me off while trying to make a lane change. Once your vehicle had past my vehicle I observed the driver weave in and out of vehicles in heavy traffic driving aggressively until your Telus vehicle turned south on Woolwich St. From Eramosa. This event occurred at approximately 8:45 am Thursday January 12, 2017. My name is Ken Brzezinski ([protected]@live.com)and I would like feedback concerning this incident that I am reporting before I move forward and file a police report against the driver.

I have never had such a nightmare dealing something before. The webstore is impossible to get through. I ordered a phone from them. Never got confirmation it was shipped, just showed up one day! Guess what phone doesn't work! Been calling webstore for almost a week straight...been on hold for 3 hours each time. No answer! Leave a message, no reply! Send an email NOTHING! Try calling them as soon as they open, still on hold listening to the same songs over and over. FED up! I have barely had a working phone for a week and there is nothing I can even do?! Telus tells me it's a webstore problem and only they can deal with it, well how the hell can I get this dealt with when I can't get through or get no reply?!? Does anyone even work there?!?! Get your crap together webstore. You are the absolute worst! Because of you I have not had a phone and no resolution. $800 piece of s***! just want to cancel at this point and go somewhere else. The absolute worst service EVER! Avoid ordering from the webstore at all costs!

This is a copy of recent email sent to telus
On oct. 24, 2016 I purchased an alcatel a392cc hspa prepaid phone (a useless phone) at central city centre; I paid $78.40 for the phone. Now just a little over 2 months later the phone acts like it is charging but even after 12 hrs. Connected to the charger, the indicator light on the phone indicates no charge. Hence, I took it back to where I had originally bought it hoping to be helped; the same salesperson (T888138) was the one I spoke with. He connected it to a charger he had in the store and said it is charging. When I told him it had done the same for me at home, he just repeated that it was charging o. K. At that point I felt like he was calling me a liar. He continued to repeat himself saying there was nothing he could do for me; I would have to leave the phone with him while he tried to charge it, and if it did not charge, it would have to be sent in for repairs. By this time I was truly exasperated and stunned; despite the 15 days return date stated on my receipt I expected better than this. At one point the salesperson shouted at me, his co-worker smirked and laughed at my comments and even said at one point: "well, you bought it" who does this! I was going to buy another phone had I been treated more respectfully because my previous samsung phone had never caused me a bit of trouble but had reached my boiling point. I left feeling disrespected, not listened to, and just generally ripped off.

I will never consider telus again even if they have the best prices or service in all of north america; I am a senior citizen who can not afford throwing any money away and do not have the best health or mobility to keep going back to a store where I am not spoken to respectfully, and the problem is not even resolved. If customers continue to be treated in this manner, they should flood the fcc with complaints. I intend to write them. You need some healthy competition; I hope you get it and soon.

Because I could get no assistance at the store nor online nor on the phone, I instructed my bank to block my credit card and issue me a new one thus blocking my prepaid payments so you would not get one more nickel from me. I would never recommend telus to anyone ever!

My receipt # is"[protected] / store#6612

I would be shocked if you replied with anything but a form letter; I am convinced you do not care about your customers at all.

Telus Account #[protected] 2

7 Months ago I accidently over-paid my Telus bill by over $4000 online. Since then I have spent over 2 hours on hold, left messages for follow up and discussed with three different customer service reps on different occasions. All three promising the world of someone getting back to me or reimbursing the amount. However after 7 months ... Nothing.

Hello,

I am writing this letter to report the incompetence of the customer service rep.

A years and a half ago I moved from Saskatchewan to Ontario to start my study in a college. Being unemployed student, I wanted to reduce my expenses.

On November 8, 2016 I called TELUS customer service and asked the representative to analyse my usage over the last three months and to offer me cheaper package, based on average of my phone calls, messages, and data usage during these three months.
She offered me the $60/month package vs my current $70/month. When she mentioned that the package is designed for local calls, it didn't bother me because all my calls are inside Ontario, where I live.

After one month I got a bill of $350.

In customer service they explained me that during entire month I made long distance calls, because my phone number is related to Saskatchewan. Thus, on my request to find the cheaper package based on my three last months average (which includes Ontario calls only), I got the most expensive package.

I am convinced that the fault for this mess falls on the customer service rep. Following my request, she had to offer me package, relevant to my calls over the past three months (which were Ontario calls only) or at least she had to explain me that "local calls" means "Saskatchewan local calls" and she offers me the package which is good for Saskatchewan and not for my position during last three month.

Therefore I request do not charge me for all long distance calls.

Eli Levi phone # [protected]

Called and on phone with rep for over 60 minutes addressing being billed over $60 for their Internet 15! And getting many times a day 'page reloading error'! This is sickening!
Told they would follow up 2 days ago, and nothing!
Told by Rep they would change what they are charging me and of 'NO SURPRISE' no changes!
My mobile 2 yr contract just ended, there is no way I would renew or keep them as provider!
They are falling way behind other providers and their service only gets worse.

I am a Device Care client. I pay $6 per month for Telus DC. Device Care. Terms of DC Warranty program state "Coverage for up to two incidents of accidental or liquid damage (subject to $49 service charge). Please call the E Securitel support centre within 60 days of the incident to make a service request.

On 16 Dec 2016 I made a service request via the local Nanaimo BC Telus agents outlet and called E Securitel and reported the glass on my Galaxy S4 had broken due to an accident. The agent refused to accept the claim because the incident occurred on the 31st October 2016 which was beyond the 30 days reporting period. The report should have been made within 30 days of the incident occurring. However the Telus Device Care Web page says..."within 60 days". There is a disconnect between E Securitel and the Telus info on the web page . I wish to complain that this discrepancy has resulted in my claim being denied. I request you assist me with resolving this issue to my satisfaction. My cell: [protected] thankyou.

why does this company continually have people waiting for over an hour
this is totally unacceptable
what am I paying over 200.00 a month for no customer service
hire more people if you have people waiting this long
sorry I am with you, seriously considering going elsewhere

Im a former employee from Telus and even thou we parted ways i wanted to stick with Telus cause they have the best coverage and good customer service until a few days ago. Im so disappointed and frustrated beyond belief. I broke my collar bone a month ago so getting around for me is kinda difficult. I bought my $50 prepaid card lole i almost always do and purchased the $40 "Hero" add on. Less then 12hrs later my phone wasn't working. I got stuck in town and i thought i sent my 72 father who im staying with a text saying where i was and ill see jim the following day. So i went on with my evening thinking that everything was ok. The next day when i go back to my place i open the door and my father i guess was so worried about me and was seriously call the cops in 10mins to report me missing or kidnapped. When i saw they way he was so happy to see me i realized how stressed out and worried about me. He even in the morning called a few friends of mine but they didnt know i was at my other girlfriends place. So first i tried calling customer service but i got thru as far as punching in my # then it disconnected me. I did that about 4 times with the same result. So then i emailed them. Stating what my issue is and wanted to know whats wrong and how to fix it. So now almost 24hrs later have i even heard a peep from anyone at telus. NOPE. So i guess im not important enough for them and they don't value my over 10years of loyalty to them. Its a joke that there is a loyalty mobile customer service. They need to take out the "Loyalty ". So i guess im phoneless for 2 weeks cause im on medical ei since i cant work with my broken collar bone and when 2 weeks is up. Im switching carriers. Totally ridiculous. So disappointed and i never had anything bad to say about telus until now :(

I was waiting for my contract with Telus to expire - June 2016 so I could consider other options. had negative experiences with Telus, and was waiting for my contract to expire to be free to consider options. I had been busy and did not have time to explore all the various service providers, so I continued with a simple plan. I decided to buy a new cell phone from a local distributors - not telus but telus remained the service provider. I went into telus, to set my e-mail which was done okay. I was told I can have 2 20 minute sessions free, and then I would need to pay for any further help at $25 per help! He gave me a full 15 minutes saying my 20 minute session was over, shutting the store down. He told me I would get a survey in my e-mail and I was to give him 10's so he could look excellent, not 9. I left with my cell phone working. I returned in a week later to a different salesman at the same store in Rutherford in North Town Mall in Nanaimo. We sat at the leaning center, and I needed help to set up some other things. I am not technically smart but I not a dumb person. He took the cell phone from the table, and with all fingers on both hands went at it, changing things that were not part of the context of the conversation. Then he returned it. The time went by, and they were "closing the store early, so I had to leave" The session was not complete. He had seen my passwords. As soon as I reached home, I tried to change the password for my e-mails but could not, and since then have had noting but trouble. Technician after technician had tried to guide me through fixing it but there is something damaged to the settings now. The cell phone is useless. I had used the cell phone for safety when I travel anywhere - flat tire, care trouble, etc so now I do not have that as I am so disgusted. I had explained when I went in, that no, I do not want to renew my contract, and my reasons why so I guess he was not pleased, and took it out on me by sabatoging the cell phone. It was working fine when I went into the store the second time, but when I went home, it was no longer working. I tired to change the password, and could not. I have talked to tech help for long periods of time. Telus has offered "solutions" none of which are satisfactory. Send it away for repairs, replace it ... all of which means that they expect me to go on contract. So somehow my settings were permanently damaged and no one can fix, so the phone is useless. (I do have a landline) When I try to change the password in the cell phone, for e-mails it changes it in the PC computer but not in the cell phone! So I do not use it anymore as I do not know what else it might do to my PC. I have had so many problems with Telus. (Kuko is their sister company) so now I need to take time to explore my options. Time that I do not have. Morale of this story - avoid Telus. Take your chances with another company.

I had informed Telus, who was my phone, mobility and Iinternet provider in Alberta, that I was moving to BC. The relocation occurred in Jan 2013. I could not get my internet reactivated for 3 weeks. My default search engine was AOL, which I was very pleased with - wonderful company as far as I am concerned. However, I called Telus daily to see why they would not arrange an appt to set up the technical changes needed to set up my Internet. Telus continued to blame AOL - telling me that AOL was lousy, lying to me, no good, old etc etc etc and if I would just switch over to Telus I would not have problems. Telus repeatedly urged me to use Telus as my e-mail address. For a while I believed them but... Meanwhile AOL was trying their best to escalate the problem with Telus, to get my Internet back, but AOL's hands were tied. Finally I arranged a conference call with the three of us, and asked Telus to verbalize the "###" they have been saying about AOL.. but of course, Telus would not do that. I had to do that twice. I got fed up with Telus, and asked Shaw to take over my landline, TV cable and Internet. The day that Shaw came in to transfer it over to Shaw, Telus showed up - 3 weeks late. I sent him away. I have no problems with Shaw. I have no trouble with AOL over 10 years. I have learned alot from AOL, and also Shaw about troubleshooting. I feel badly for Telus employees - each one needs a job and they have policies to follow, policies that are not customer friendly. But, yes some are vindictive. Morale of the story - avoid Telus. Assert yourself. Do not believe everything they tell you.

(#1) After placing an order before MAY 4th, I started new TV and Internet service with Telus on JUNE 5th based on their promos of 50" TV and various other bonuses. Today, been threatened that because of some inquiry about poor internet speeds never above 25 mbps when i pay for 50 - and their "good faith credit" for that, i am not entitled to TV anymore. (#2) I was referred by a current Telus customer and my friend Mario Rea. The referal indicated "Once their TV service is installed, you will receive a $100 Visa(r) Prepaid Card in the mail ". He has not recived his gift either which compromises my personal relationship with friends.I called them many times and online chat spending about 10 hours in total wait times.
they have always not been able to find out where my TV gift is or when it will arrive. Once I was even told I'm not entitled to it. Then I'm told another 4-6 weeks. that was last week.

I went with them as a friend suggested and it has been the most horrible 3 years of service. I lost over 300 recordings when the first pvr boxthe gave me malfunctioned. I have spent hours with their service staff - so annoying. On multiple occasions I have fixed the issues myself. Recently myself & the friend who recommended noticed that a lot of my scheduled series recordings has disappeared from our pvr box. I again had someone here last month as I kept losing my Internet connection. They had already tried fixing this issue as well which obviously didn't work. I constantly lose the picture on my TV. What am I paying them for? Crappy services? Disappointing service, wasted hours of my time for what?

I bought a sim card on 14th Nov 2015 from Telus store in square one mall Mississauga (Receipt Attached) store no: 6424. This sim card is not yet activated. Later, I decided not use this card and went to store within few hours. The store denied the refund even though I showed him the receipt that clearly mentioned refunds can be processed within 15 days if product is in original packing. So, I checked their website for return policies on sim cards purchased from 'Retail Telus Store'. It clearly mentioned that they will refund the purchase if sim card is not activated. (snapshot attached) I lodged a complain through their complain resolution support phone number and was forwarded to 'Customer Relations Manager' after talking with one of the representative. The experience was not good, she also denied the refund. I pointed her to the telus return policy page at http://www.telus.com/en/on/support/article/return-policies. She promptly added that website is not updated regularly so I cannot claim refund based on information provided on this page. She told me stores have different hidden policies only disclosed with major purchases such as mobile phone contracts. According to her, only resort left for me was to privately sale the un-activated sim card. She also added I made an assumption that the sim card purchase will be refunded.

My 80 year old father is moving into an apartment this weekend. Spoke with Telus two weeks ago to confirm a set up date of Nov 15 at 9am. Today I've been told they've moved it to Nov 17. My father is deaf, elderly and living on his own. He will have no form of communication for 4 days. I feel this is a safety issue. Their response was "We're sorry for the inconvenience, however there is nothing we can do. We've overbooked. " I need to have a phone hook up by Nov 15. This is a safety issue! There were several other concerns I had with the customer experience, however this was the critical issue. A bit of history... Spoke with a rep two weeks ago to set up the account. Telus was to send me a confirmation by email the next day. Never heard back from them. Called again a week later. Information had been incorrectly input and we started the process all over again. New confirmed set up date of Nov 14. Received a message yesterday they couldn't keep the Nov 14 date and were moving it to Nov 17.They had overbooked - Not my problem! Spoke with a representative today to explain the situation. Ended up feeling extremely anxious and realized there is nothing they can, or want to do. two of the three people I spoke with were Shara and Leena. I can provide you with my phone number if you require it. My father is Daryl Lunder. Thank for your help, Sandra Lunder

To Simone Lumsden This is unacceptable, I was the one who caught this not you, I sent you an email telling you this mistake. Just think of all the customers you didn't catch, everyone wants easy money and your no exception. I don't want nothing to do with a company like this, double billing me. I would like to terminate my contract and would like you not to hold me to this three year contract I have. I can not have a company like this, I don't want to have to go over my bills all the time to see if you cheated me again. The end of the month is find. If you hold me to this contract I would have to take farther steps and be an unhappy customer and we both wouldn't like this. James Young P.S I have not received my refund. Sent from Windows Mail We're sorry for the mistake. Dear James Brian, As part of our regular bill reviews, we noticed that your pre-authorized payment for your October bill was charged twice. This was due to a system issue that we have now identified and corrected. We're sorry for the inconvenience. The incorrectly charged payment will be refunded to you immediately and will appear as a credit of $31.50 on your credit card. You can expect more from TELUS. We obsess over improving our customer service every day and we know we let you down. Please know that we are working to ensure this doesn't happen again. SincerelySimone Lumsden Vice-President, Customer Relationship Marketing & Engagement

On Oct. 27th, 29th and Nov. 2nd my niece has been shuffled to no less than 5 different customer service and technical reps while trying to get her phone and internet set up on an already established account. She had just moved to where I live in central BC and when she closed her services she said she would be reinstating them soon after she relocated. It started with her just wanting a phone and she had started to set that up but after I showed her the rates I pay she asked for internet to be set up also, so the CSP=customer service rep, set about reestablishing her phone service here and then transferred to a technician to set up the appt. for the phone to be installed as telus had already switched on the phone the day prior, again another call and it didn't work so she was letting them know someone would have to come there. So she was transferred to a technician to set up a "phone contractor appt." to come to her home. After that was done she asked for internet to be added and the tech transferred her to the internet dept. where as she spoke with again ANOTHER CSR and then once the service was agreed upon she transferred her to ANOTHER technician, please note this is all on the same acct. While she was on the phone trying to get the technician to understand due to very poor english language skills that he was setting up the appt for the wrong address that he was repeating to her on the phone and she was stressed and shaking after being on the phone for over 45 min I took the phone and asked why this was such a project when 1 year ago I had these same services set up and did not have such a stressful and painful experience and only had to talk to one telus employee, not 5. The tech just argued with me justifying that the way she had set up the phone then later the internet was making it difficult for telus and this was why she had to be on the phone for well over an hour, meanwhile I look at my voice mail signal on my phone filling up and once I finally was able to set up 2 different appts. for telephone and internet to be installed BY THE SAME CONTRACTOR I might add, I checked my voice mail and 2 different telus CSR's had called back and left messages for her to call them but again if you do that you won't get the same people because they are always on a day off. We pay high prices for these inept, redundant and disorganized services and are put through hell and back. Why oh Why is this happening. Since telus totally outsourced all of their telephone services to other countries this is the agonizing and pathetic result when you try to get a phone, tv or internet through them. I wish some other company would provide the same services so we are not forced to use just this one company that doesn't seem to give a rats ### about providing service to Canadians any longer!

Two weeks ago I had a phone call from a collection agency saying I owe Telus/ Koddo $504.14 that I purchased a phone back in January 25, 2012...it's impossible never had a phone in 2012 never been with Telus or Koddo in my life... I have a phone now with virgin mobile and I have only been with virgin mobile never with anyone else... I know this is fraud I went to the police station last week to file a fraud report which they told me to give these people the number of the report... And this collection agency does not stop calling it's getting so frustrating at this point I don't have a clue what to do. How Koddo allow just anyone to get a phone unfer somebody else's name without proper ID... I've been calling left a few messages never heard from them the number I've been calling is [protected]...this is just frustrating may be messing up my credit and I am not giving up until I have some answers

Was with telus for 2 years. During this time my texting and voicemail was changed without my knowing. Getting service was long and the first few representatives I spoke to couldn't figure out the problems. It took several calls over 3 weeks to have it resolved. Finally, when my contract was up, I had issues with texting service not working. I sent out text messages, and later, just to find out that my messages had not gotten through to the recipients. It took me over a week to figure out this as I was waiting for replies. It was also my last month and so I decided to cancel at month end. Called and talked to the retention department who gave me credit of 2 weeks extra. Found out today that my phone's cut off--an 4 days early. So I can't even call into telus customer service line *611.
Service was bad and they treat you like crap when you end their contract. This is simply bad service and bad business. Will not do business with this company again.