TELUS
Reviews and Complaints

I switched to Prepaid from a monthly plan with Telus. They told me I had to buy the 'prepaid kit' and could not keep my old number. After it was too late I found out they flat out lied to me in order to get commission. I could have kept my old number, but if they just do a transfer, they don't get commission, whereas if they do a new connection they do get commission. The knowledgeable woman I talked to on the Telus hotline told me this (it's called a DiRe - Disconnect/Reconnect). I think it's a sign of poor integrity when a company gives customers misinformation to benefit themselves at the expense of their own customers. Otherwise I have been happy with Telus but want to get the word out so it doesn't happen to another unsuspecting customer!

The reality of the telecommunications game is that it is entirely stacked in favour of the corporation. The worst offender by far is Telus Communications.

To describe Telus as hostile, parasitic, predatory, fraudulent, coersive and borderline criminal would be not only putting it mildly but a gross understatement.

The system of payments as detailed through Telebanking and through payment at the financial institution you deal with is where the fraud begins, and when one examines the actions of Telus that is what they are doing, fraudulently billing amounts of money not owed and charging interest not only not owed but charging interest on monies not owed. Once your payment is made through telebanking or in person at the bank there is less than 48 hours elapsed before Telus receives its funds through the bank it deals with, the Royal Bank. At this point, once Telus has the funds the Royal bank sometimes takes 3 to 10 days additionally to apply the funds to your account. Any questions raised aboout the whereabouts of your money and Telus simply points its finger at your bank as the party responsible for the delay. Then, as a result you the customer is not given the benefit of interest paid and owed on your money in addition you are then charged interest and fees on your outstanding balance. The reality is that few people know about this manipulation and Telus has been running this policy for years. It has made Telus millions and millions of dollars, defrauded from its customers.

More dangerously and to the detriment of its customers safety and financial security Telus has sold all your personal information to call centers in the Phillipines. Every time you call directory assistance or customer service with Telus you are directed, 97 percent of the times called, to a foreign call center where non- Canadians have access to all of your personal information including all your banking information and your address. In recent months and years since this outsourcing has taken place hundreds of Telus customers have had their bank accounts and credit cards looted by employees of these foreign call centers. This is done with virtual impunity as none of the Canadian laws regarding theft, fraud and the theft of personal information applies to foreign Telus workers. The senior corporate echelons of Telus are well aware of the criminal acts commited against its customers as a result of its outsourcing and negligence but have taken a "hush-hush" "don't ask don't tell" policy. The numbers reflect that thousands of Telus customers have been defrauded with no recourse against Telus.

In short the service at Telus has gotten worse and worse. The Telus corporation has now embarked on one of the most grievious acts of censureship possible. When a website appears that is highly critical of the fraudulaent and negligent actions of Telus, the internet ip address of that website is placed on a "no show" list. This means that when you try to access it or do a Google search using Telus as your ISP the website will not be listed. This is Big Brother in action and is commonmplace at Telus daily.

In short, your best interests are not served by Telus. They rountinely place your safety in danger by selling your personal information. Telus has covered up and continues to cover up the thousands of customers harmed by its negligence.

Do not do business with Telus. It is something you will regret

my wife after being signed up with a telus phone for three years heard of the telus laptop giveaway so she signed into an internet contract expecting to get a computer. nothing came so two months later we asked about the deal. now they refuesed her the computer saying she didnot ask for it. ever since she signed up its been a fight with them overbilling us every month! last month they overbilled us 120.00 wich we refuesed to pay so they cut the service.now we won that battle again so were back with service, so they sent us a bill for 50.00 reconnection fees when it was there fault we were disconnected in the first place. in our town they have had the monopoly over the phones so they think they can keep getting away with ripping us hard working people off! last weak i heard of majic jack and really cant wait to give it a try.if its as good as they say we will drop these corperate pigs... just another telus victim...

I over paid my phone bill. Telus would not return my money, or allow me to speak with a person authorized to repair my situation. When I attended their office for the purpose of getting a refund, I was arrested at the request of Telus, taken away by the Burnaby RCMP (police), handcuffed, finger-printed, photographed, and charged with uttering threats. Later I was accused of threatening to take hostiges, although that seems to have subsided. Read my story as attached.

If you wish to read the story, then email; [protected]@moremarine.com

Kerry

Telus sent this company debt to a collection agnecy under a personal name, which happened to be mine.

I'm unsure how they got my SIN number, perhaps from my other accounts, which I am going to be canceling soon, but they also attached a bogus birthday, which further complicates the whole situation.

As a Telus customer for almost 6months, I am very unhappy to say that my phone has consistently been giving me a lot of problems with reception, display problems, freez up and sometimes I don't even receive calls or messages. When I called Telus on Tuesday november 24 2009 for the 2nd time, I was put of hold for 20 min until I finally hung up. Later that day I called again and talked to another representative. I told her the problem that I was haveing. The rep told me if i dont like the service pay $600 penalty and cancel the service..

This cellular phone is under warranty and I am regretting having a Telus phone, I would like someone to review this complaint. As a paying client, I feel as if my concerns are not taken seriously, please get back to me with respect to this urgent matter. If I did not need the use of a cellular phone, I would not have purchased one, I am a very unhappy customer.

Regards,
suthan.

I have a contract with Telus for a Business one line with ADSL at a monthly charge of $119.90. Since day one they have been charging $200 per month, I have spent 12 hours on the phone getting cut of, told I would called back, switched to another operator who could not help and have three operators who agree that I am being overcharged. I have written to their legal dept., their corporate head office and ignored. I have now been told, well, the contract is for $119.90 but we are charging you more and we will not change it. If I terminate the contract they threaten me with witholding my number and still will bill me every month. This has to be the worst organization in the world.

I want to purchase a new I phone and keep my old phone but asigne my old phone number to my new phone. They say they cant do this. I think they can but it takes to much time to do it and they dont want to. I am very disapointed and I am going to switch to a new servise provider. They are loosing out on my money and I think this is very poor busines desision.

I have been a long time loyal customer of Telus (land line, mobility, internet, and business).
After a recent move my daughter and I went from little or no cell phone coverage in our home to none at all. Other members of my family and friends receive service in my home through other carriers. As a cell phone is an integral part of my business, I contacted Telus to find out what the problem might be. Their solutions were to buy a power booster, (but there was no guarantee it was going to work), call forward my cellular to a land line (no guarantee that would work), and have my daughter communicate with her friends on our computer rather than texting on her cell. (Isn't a phone for making calls and texting?)

When I rejected these solutions and suggested I would like to terminate my contract I was informed there was nothing they could do for me and it would cost me $800 to terminate.

I talked to three different customer service representatives and a supervisor and they were unwilling to compromise in any way. When I expressed my disappointment and asked if they would like to lose all my other business, they didn't seem to care. One customer service representative in particular was very rude.

I am an ex-Telecom executive who is extremely disappointed in the treatment of loyal customers and what Telus customer service has evolved to. They are not incented to retain clients but to bring back customers to the fold after they have left. Unfortunately, the level of customer service is so bad customers do not soon forget how they are treated.

I will be moving my mobility account to Rogers as soon as possible and will also be moving all other business and personal services to another carrier. My wife has been a client of Rogers for several years and has been extremely pleased.

I could never recommend Telus to any of my colleagues or friends.

Under telus mobilty pay & talk (So the promises go) I pay for services up front... Messaging 2500 gives 2500 outgoing texts at a rate of $10.95 / 30 days... After topping up the account with $25 dollars the phone no longer was texting after 2 days. I checked the account and it was depleted!?! Not a single second of airtime had been used; no, apparently telus decided it would charge whatever it felt like for each outgoing text, contrary to the messaging 2500 service I originally agreed to! Now they want me to link my account to a credit card!... Yeah, right how am I supposed to trust telus mobility with my credit card, i'd be bankrupt by the end of the month! Telus mobility pay & talk = scam!

Telus charged me recursively for service I did not use ("My email"), pretexting I did not cancelled my subscription to that service. If I do accept a part of the responsibility due to the fact that in the first time I did subscribe to that service, I would have like to be able to unsubscribe from the service without resorting to call the technical support as there was no "cancel my subscription" option available on the phone or on the "myTelus" website. It does not seem fair practice to charge for services you do not use if you don't have the possibility to cancel subscription for such services. Without a cancellation option, I believe it is normal for a customer to assume he will not be charged for a service that does not show up in the account details as an added service or function (the charging only appears in the "Data transmission" summary under an obscure "Java download" name.
I also was very disappointed with the customer service phoneline as their vocal menu never offers the possibility to talk to a representative, letting you browse back and forth through the menus until you blindingly dial '0'. I am still angry at the low quality service I have been through today.

Telus Mobility has terrible cell phone connections. Connections are choppy and calls frequently drop. Telus cuts off service after admitting that their record-keeping system is inaccurate, then refuses to waive the reconnection fee, even though it is, by Telus Mobility's own admission, the fault of their system. Telus Mobility customer service representatives are unhelpful, rude and incompetant. It is little wonder that Telus has one of the worst reputations for a cell phone carrier. You may recall that there have been shootings on the Telus building in Vancouver by angry customers. You may also recall that the local Vancouver news reported that the cell phone company left business customers and residential customers without any service for months. The Telus Blackberry frequently loses network connection. In additional the blackberry fails to show call lists consistently.

Avoid Telus and Telus Mobility like the plague.

Please contact us if you have been or are in the process of being ripped off by their Internet marketing promises ridiculous charges, and non performance.

We were promised and gauranteed by the sales rep that we would receive a certain number of inquiries and we did not receive them.

We are currently in a major dispute as the contract we entered referred to clicks not inquiries and therefore we need other people to share their experiences.

[protected]@gmail.com

I have been a customer with telus for 5 years and dropped calls have always been an issue where i live. my first phone died while i was in the middle of my contract and was forced to buy another phone and extend the contract. Since then dropped calls have become so frequent at home it has been affecting my personal and business affairs. I understand frequent dropped calls is a valid arguement for cancelling my cell phone contract without paying an insanely high fee. The fact of the matter is i am paying for a service that i am not receiving and I believe this is an unethical business practice.

My attempt for resolution with the company has resulted in phone swapping to 45 minute conversations with technical support and rebooting the phone. Also my calls have been dropped during these resolution sessions with telus which means I had to call back and explain my situation again from the beginning hoping that i can get through the conversation without it being dropped. Finally I was told by technical support it was the foundation in my house that was the cause of my dropped calls. After i explained to him my wife and my friends who are with different cell phone companies never experience dropped calls, he admitted that their signal is not as strong where I am and that it was not their problem. At this point I asked to be released from my contract where I was told there a $560 fee have to be paid. Its my understanding that there is a ceiling when it comes to a buy out fee of $400. I brought this to his attention and he disagreed. Im not sure if this ceiling exists. I've heard rumours but couldn't confirm it due to my lack of a law degree.

The bottom line is I want out of my contract with Telus. This is a breach of contract on their part. Im doing my part by paying for their service yet Telus has failed to perform their duties of providing me with a service. Im sure they provide service to others that have no problem with their network. Unfortunately I am not one of those people and I should not be penalized for wanting out of this contract. I just want to have a conversation without my calls being dropped, thats all. This has been a negative effect on my personal and business life and have produced many stressful moments. I just want out.

Telus Mobility is my phone provider. I have been receiving text messages at the rate of 2 per day and $1.25 per text message. These messages are coming in from a website ca.millionairesecrets.com #55222. I cannot stop these messages by phone or on the web and Telus continues to charge me and take payment from this fraudulant company. The only suggested fix from Telus is for me to change my phone number, which I have had for more than 10 years, but they will continue to do business with these unsavory businesses.

Telus is a terrible company. Our internet was supposed to be connected last week and doesn't work so we had to call Telus tech "support" what a joke! These people had no idea what they were talking about. They kept my roommate on the phone for over 1 and a half hours he talked to 5 different people who just made him repeat all the same information over again. Then my roommate said "Hows the weather in Manila(phillipines)?" and the guy said its been rainy lately. So basically they would rather pay 4 people $1 an hour to keep you talking in the chance they might help you than pay a tech to come out and figure out the problem

I made the mistake of getting a new Samsung Instinct from Telus in mid June and I've been having problems with Telus ever since. The phone had all sorts of issues and Telus deemed it DOA so they gave me another one. The second one has more issues than the first one and when I called customer service, they put me through to tech support. By the time they had completely their "investigation" the 30 day defective policy had expired. What was funny about their "investigation" was that they never contacted me. Hmmm... I made them aware repeatedly that time was running out. Apparently they didn't care at all.

The phone has now been shipped away for servicing and will take 8 to 10 weeks and if they can't fix the problem I have to pay a $45 charge. And if they can't repair it, they will give me a $150 credit to put towards a new phone at the no contract price! That won't even put me close to buying another phone of the same abilities. I don't think Telus carries any phones that cost less than $200.

Its clearly apparent that there is a problem with the Samsung Instinct and Telus just won't fess up. When I call they make me feel that the issues I'm having with the phone is just my phone and nobody else's. YA RIGHT! Then I have to remind them that I've had 2 phones in a row that haven't worked properly. Its not just a coincidence!

Isn't there a Lemon Law in Canada that doesn't just apply to cars?

After years of putting up with the a**holes at Telus, I finally got smart and switched to Shaw. Shaw provides stellar customer service and their internet speed compared to Telus is like a Porsche vs. a VW. No comparison. Shaw also offers excellent phone service.
The [censored]s that man the Telus call centre have, at best, a 3rd grade education, and most of the ###s can barely speak English. Telus sucks, I'll never buy a product from Telus again.

I’ve noticed that on the bottom of my TELUS bill, a charge of $13.20 for a call to Phoenix AZ, that wasn’t made by anyone in our home. We didn’t make this call, or did we accept a collect call from anyone.
This was listed under “Alternate Service Provider Long Distance Calling” I’ve had weird charges on my bills before, but frankly who has the time to call Telus and be put on hold, only to be given the run around?

This time I called Telus, and after waiting... and waiting... I finally got to speak to a “real” person.

The company providing the service is called CanopCo Incorporated. They service all incoming and outgoing “collect” calls (when you dial 0), and they also handle charges from calling cards. Telus doesn’t do this - they contract it out.

The Telus customer service rep said that “I” would have to call CanopCo and dispute this charge..?! (Excuse me, but this charge is on my Telus statement. I am talking to a Telus rep– my contract is with Telus).
Customer Service... I don’t think so!

The number she game me (a 1.877 number was a recording for a pharmaceutical company)?!

I called her back, told her it was not the right number and I had no way of contacting them.
After much persisting, she is going to look into it, but then “admitted” they are having a lot of problems and complaints from customers on their dealings with CanopCo.

Now it seems to me that some well paid exec at Telus would know that CanopCo was having problems and that the phone number to the CanopCo customer service was INCORRECT!

Another way you can stop these kinds of charges from appearing on your bill is to ask to have “collect calls blocked” (if you don’t make them, or receive them, you can prevent these fraudulent charges from happening in the first place.
It’s not something that Telus volunteers to its customers (why would they – they are making money if no one complains), but they will do it if you ask.

These are other service providers connected to Telus that you should be cautious of:
Fast Track Global
CanopCo Incorporated
Tritan Global

Basically, ALWAYS check your phone statements and bottom line – if it’s not right challenge it and COMPLAIN.