TELUS
Reviews and Complaints

I worked for Telus through Futureshop. They seemed okay at first, because I got employee benefits and didn't have to use the public customer service.

I always assumed that the public customer service was as reliable as their employee service. Regretably I once told customers that Telus was a good provider.

After I left Futureshop I realised that Telus is deceptive and in no way cares about thier clients.

My biggest complaints are Signal and Customer Service, the two main things you pay Telus for. These two attributes co-operate and together form the most hideous circle of customer frusteration ever known to mankind, or as they call it, "Client Care". Basically it's Telus' way of worming out of any and all forms of accountability.

When I called Customer Service to report my poor Signal Quality and often dropped calls, I was put on hold for over 2 hours before my call was dropped. Good thing I bought that grossly overpriced ($45.00) car charger or else this 2 hour hold would never have been possible, thanks Telus!

Brilliant. Telus uses thier poor Signal Quality to drop the clients who are determined enough to wait through the hold. Even if you are crazy enough to wait the potential 2+ hours, they may just as well accidentally hang up on you as has happened to me.

I'll mention that Telus purposly blocks the ability to customize ringtones, apply your own games, or transfer images even if the phone is technically advanced and perfectly capable of doing it. They will, sell you only thier stuff off the confusing mess of a website. But basically, why buy a Telus touch phone like I did if you can only do what the average 1980's shoe phone can do?

Also, Telus employees make ~$40 dollars ontop of thier hourly wage for signing you up to a 3 Year plan... if you were wondering...

If I could do it again, I've realised those commissions I've made are not worth the suffering I have laid upon my customers.

Sorry to you guys out there.

So when I got my Telus cell phone 3 years ago it came with a 3 month free radio program that had some radio stations play on my phone. I asked if when the 3 months were over that the service would stop as I did not want to pay for this useless feature. I was told that it would not be activated after the 3 month trial period had ran out. Now I was moving around a lot at the time and told Telus not to send me bills in the mail because I would just check my balance by calling the customer service line. I recently got a permanent residence and received my first paper bill in almost 3 years and to my horror I have been paying $15 per month all this time for this radio feature that I erased from my phone over 2 years ago! Of course there's nothing they will do about this so I am getting a Kudo phone. Damn these criminals to hell!

I had a LG chocolate spin cellular phone through telus. I bought it about a year ago and in the past week the vibrate would not work on the phone. I took it into telus and the lady working there, Colleen, starting fooling around with my phone. She 'acidentally' deleated everything from my phone! All my contacts, ring tones, pictures, videos... everything. I did not even have a phone number for my phone after she was done and I did not have service to my phone.

Telus did not offer me any compensation for thier mistake and left me with a phone that does not work. The only offer they made was that I could pay for a new phone even though they were the ones who deleated everything. Do not let anyone touch your phone without saving all of your contacts and any other information before hand. They are not technicians and clearly do not know what they are doing.

Do not upgrade your telus mobility account even for a month!
I had two shared 30 plans and was going away so I decided to upgrade my account to the shared 40 plans for a couple of months as I was going to be using airtime away from my local area.
The telus mobility people told me that it was no problem and we could just switch it back when I got back.
I came back and they discontinued the plan that I had and told me that I could switch it back to the shared 30 plans but that I would have to pay more for the same services I was receiving before I left.
It seems that the contract that I signed only goes in the favor of Telus!
There is much more inconvienence with billing and interactions with the people on the phones but this is a word of warning to all.
Telus is like the banks...hands in your pocket constantly.

My problems with telus high speed internet started right from the day I signed up. First, they had to call me back because they didn't get all the information they needed. Next, they took a month to even send the gateway to me.

Everything went reasonably well until summer 2007 when I had been laid off and fell behind on payments. The line had been suspended, but when I did pay them off, it took almost a month to reconnect the line, and the agents at one point told me they may need to send a truck out to either my home or to the node to troubleshoot. This was too much.

I escalated to executive customer relations, where the agent was extremely courteous and got the connection active within a couple days and gave a free month of service to make up for the month I was disconnected and had paid for.

I later made another call, this time to retention, because I was going to be moving outside of their service area. They agreed to waive the cancellation fee, given there was no way that I would be able to take the service up when I moved anyway.

At one point the modem I had received randomly power cycle itself (So basically self-reboot). They got the new modem to me almost the very next day and I returned the one I had, no charges to the account. Same when the second went on the fritz. When the third started acting up, they sent me a fourth and I had forgotten to send the third back. They did charge for this, but I was told that the charge would be reversed if I sent it in as soon as possible. I ended up sending it and the fourth back at the same time and now about a year later, I still haven't been able to get them to reverse the charge, with people stating that they need the tracking number, a requirement that was never there when I returned the first two gateways.

I then went to the better business bureau, where telus showed me, as they had a couple times in the past that stonewalling seems to be the tactic of choice in their customer care departments, both regular and executive customer relations. Not only did they refuse to action something that should have been done nearly a year ago, they tried saying that they should add the ecf, flying in the face of the deal made with retention.

Telus has made it poignantly clear that they would rather look out for the almighty dollar than for customers repeatedly given misleading information, repeatedly stonewalled when issues arose and being told that the retention offer that was given would be revoked after the fact, showing a further disregard for customer satisfaction. On top of that, it would appear that this is universal across telus' different services.

My 3 year contract was finished Telus Mobility in Ontario in June/08, I DID NOT have to renew with said company again, but because I was a customer of theirs since 1986, I thought that loyalty was a good thing in any business transaction, unfortunately with telus Mobility it, s NOT !
So my cell phone was worn out to the point that I couldn't read the screen anymore so I decided to sighn again on another 3 yr. contract. When I went into a Telus Store to renew my contract and get another cell phone, the associate asked if he could see if my contract as it was previousely written would still serve my needs. He checked a history of billing and said he could save my some money if he custom made another plan for my CURRENT needs, he went on to suggest a FAVE5 plan because I was using the same 4 0r 5 numbers all the time which was true, because they were family & close friends.
So he made other minor changes along with adding this "FAVE 5" feature that was going to save me the biggest dollars on my monthly bill, well unfortunately I was my first experience with this new plan, and I didn't remember the Telus associate stressing the impotance of adding in the numbers I called the most right away, and because I had not, I ended up paying full price for these numbers I failed to add in.My first bill after signing the new cantract and changes to the contract went from average of $150.00 to over $400.00, so I was shocked to read this so i made numerouse calls to Telus, no one was interested in hearing me, or helping me sort this out and said sorry, you were supposed to go to a website and add them in. I know I was partly to blame and I told them that ( a total of more than 6 calls) and who knows how many minutes going through the automated phone jungle of theires, but I also said I thought their associate had a part in it also, why didn't he offer to help me add them on that website emediately while I was at the Telus store, seems it would have been soo simple since I was the only customer in the store at the time.Ok so after many more calls to Telus and many more minutes or hours waiting again, I got the same answer, sorry it was up to you to add those numbers in yourself. Great, now my second bill comes in, it, s almost $700.00 now, i call some more, I get more voices blaming me instead of listening to ALL the facts, so now i drive to the Telus store and ask this time if the associate would help me add those 5 numbers in my FAVE 5 so my billing will go down, LIKE IT WAS SUPPOSED TO...so after his initial reluctance he ask's me for the 5 numbers and he said .. ok now, they are added in.
Finally, I think I have this thing resolved I get the 3rd. bills after sighning the new contract, now it's over $900.00, ok I call again, finally speakes to another phone rep. he says the best he can do, since he can only make adjustments on "ONE" monthes billing, he took $152.00 off. Um thanx, your too kind I said, now what about the other 2 monthes, no ajusting because he said I didn't report it right away, Humm, How many phone calls and waiting and trying to explain to these "SALES ORIENTED ONLY THINKING " phone answering associates does it take for them to actually LISTEN?
Now i, m sure you can read my frustration as I type, long story short, I tried telling them, when I went to tye Telus store to actually have the store associate add my 5 numbers, well he added them in the wrong box, he added them to a future numbers box, I waent back and asked for a copy, sure enough, he said he made a mistake, and for me to call Telus, he handed me a "customer " care..or non -care phone number., seems it was the same number i was calling all along in this going on 5 month fiasco. So, they still won't take any responsibility for their errors, and are adament that I take ALL the responsibility for the wrong that has been done, and now I tried to talk to them to make arrangements to work on paying down my bill, "or theires", because I don't have all the money to pay t off, so the last phone call to them, Mar. 31/09 they said if i can't make arrangements to pay it off in full over $(970.000), they are going to put me in collections, and I translate that to mean if i don't pay it all, they are going to ruin my credit report, now how is that going to help them?.
I guees they need to make examples of loyal customers of more than 23 years to show that no one messes with them !
I can't help but think, , , wouldn't it be easier to come to an arrangement or compramise (which is all I asked for through this whole nightmare), , , than to find and spend millions on advertising finding a "new" customer?

Very frustrated
Wayne Baillargeon

My husband and I both lost our jobs due to the economy and I called Telus Mobility to let them know that I had every intention of paying my bill but I couldn't do it until either one of us started to work again. Their response was to tell me that I needed to make a payment plan with them, which is ridiculous since I can't make a promise to pay them if I haven't got the money! I tried to reduce my monthly service plan down from $100.00 a month but they won't allow me to do that until I sart paying down the bill, but how can I do that IF I DON'T HAVE A JOB? I have tried 5 times now to speak with them regarding this issue and I keep getting the same crap from them and I am so frustrated and upset, they just don't care and are not willing to do anything to remedy the situation. I have been a client of theirs for over 8 years and have spent thousands of dollars with them and this is the 'cutomer support' (and I use that term loosely) I get. What can I do? I can cancel 3 of my phones with them but not until I make payments. What do I do?

About 2 months ago I started receiving calls from a collection agency wanting a credit card number to clear up a Telus outstanding bill. I immediately thought this to be fraudulent and told them to suck an egg. After a couple more calls from them I called Telus to find out what was up. After talking to a machine for about 20 mins., I was able to get though to someone that was going to check into it and call me back. I never got a return call, so after about a week I called again. I talked to machine for 20 mins. again and finally got through to a person who informed me that it was about a line that I had used for dail-up internet purposes. I know longer needed the line so I had it disconnected (2years ago). The bill for this line was aways paid by a preauthorized credit card. I told her I didn't know what the charges where for and I wanted to see the bill. I was told that Telus couldn't send me a copy because it cost $1.80 / sheet. They have since send a statement stating I owed them $57.62 or my other phone service would be cut off, but I still don't know what the charges are for. I placed another call and got the same answer. Pay or get cut off. They don't really care that they are about to lose a 30+ year customer(including A.G.T.) with a home service, business service (phone and internet) and 4 Telus Mobility accounts.

I have ordered for Telus internet service on 31st of Jan 2009. I was told I will receive the modem after 5 working days, but I reveive the same on 12th of Jan 2009. From that I have been continuosly calling for atleast 2 hours a day and speaking to agents at Telus. Every time they say within 24 hours your service will start. But today on 15-Jan 2009 when I again called, the agent told me they will send a technician on 18-jan that is 3 more days for me to be without internet and phone. I am very much frustrated and am waiting for an interview call. I requeted telus from more than 5 days but they said our manager don't have time to talk to you.

I have wasted my 15 days calling Telus. Please file a complain again Telus

I went into a Telus store looking for a new plan because my contract with Rogers just expired. After looking into some plans and asking the sale rep. I've have decided to go with Telus. So I told the Sales Rep. I'll be back because I need to call Roger first to give them the 30 days notice and then come back to start my activation. But the Sales Rep. told me that wasn't necessary because if I activate my account with Telus now, Telus will transfer all billing from Rogers to them and Rogers will stop the billing right there and Telus will start billing me. After hearing that I was like WOW this is great. But guess what, one month later I got a bill from Roger stating I need to pay them the 30 days which I didn't recieve any service from them. I went back to the Telus store and demanded an explanation and the same Sales Rep. said he didn't mislead me, he was telling the truth and Rogers shouldn't have charge me. Since I'm no longer with Rogers, they will not deal with me and Telus won't give a credit because they said it's not their problem because it's Rogers fault. My problem with this is I specifically told the Telus Sales Rep. I will come back and give the activation date after confirming my cancellation with Roger, but the Sales Rep. told me that wasn't necessary because Telus will take care of the billing and assures me that Rogers will stop billing me the day Telus start their billing. Based on this Sales Representative's advice, I'm paying two months payment for the same month. I don't think that's fair since this Sales Rep. mislead me in believing I don't need to give the 30 days notice to Roger and therefore Telus should reimburse a credit for my Rogers's bill. I guess this is how Telus get their customer to sigh up with them, by lying to them.

My contract was up with Telus and I ordered a new phone, over the phone, and added their Spark 15 bundle which advertised unlimited web browsing. I received my first bill since the change which had an extra $13 for browsing. I thought it was a mistake so I contacted Telus and was informed that I could only go to certain sites with the unlimited browsing and they could not tell me where I could not go.

After I found this out I asked them to switch me back to my old plan as I had no way of knowing if I would be charged for visiting a particular site. They did this and later in the day I noticed my call display was not working so I called back. I was extremely frustrated at this point and asked how much it would cost to cancel my contract and was told $680. I was not informed of their termination policy and when I asked the account manager when I was told he responded when I signed the contract which I did not do because it was all done over the phone.

This account manager was extremely rude and when I asked to speak to another rep because I could feel myself escalating he responded with 'if you would stop being snobby and obnoxious I can help you'. I could not believe he said that and when I asked him how saying that to me was going to help to de-escalate the situation he again said 'you are being snobby, rude and obnoxious'.

I was very frustrated when speaking to him, but at no time raised my voice, called him names or swore. It does not exactly give you a could feeling when you are a paying customer and call a business customer service line and get verbally abused by the staff. I am not young, but sound younger on the phone and the rep may have thought he could get away with that which is still inexcusable. I did not realize that adults called each other 'snobby' I do not even know how you would qualify that.

It appears that is one of the ways Telus makes a profit. They put $211.00 cancellation fee on my credit card. I phoned in October and they agreed it was an error and would reverse the amount. It is now December and the reversal did not come through. I phoned again and the credit had not been processed. The first person told me that I would have to call the credit card company and initiate a dispute. I finally got a supervisor who told me that she would process the credit and I would have to wait 4 to 6 weeks for the credit to appear.

A similar thing happened to my brother and it took six months to get a refund. If Telus does this to several thousand customers a month, they could be holding millions of the customers money. They use this money. At the same time they have interest and surcharges for everything that they do.

According to my records I only have 15 days left in my contract. According to their records, I requested a change in April and my contract does not expire until April.

Here is my plan:

1. Call the billing department and ask to speak to a supervisor. Refuse to get off the phone until the refund is processed. Do this every day until the money is refunded.

2. Call customer relations at [protected]. Keep calling until you are satisfied.

3. Followup with emails to [protected]@telus.com

4. File a complaint with the better business bureau. Very effective

5. File a complaint with Consumer and Corporate Affairs Canada.

6. File a complaint with your provincial consumer protection office.

7. Do what I am doing now and respond to as many forums and blogs as you can. I have scheduled two hours every night for this activity.

8. When you get your money - switch companies, Telephone, internet, TV and cell phones.

Post your successes to help others.

Since I became a Telus Pay and Talk client I have had various problems. Initially I could not send or receive text messages. So they gave me a new number. Then I couldn't receive picture messages. That was fixed. The main and major ongoing and never rectified problem I have had is getting charged for webbrowsing, downloading ringtones and games. When it first occured they credited me back. One day, there was approximately $5 worth of data usage charges overnight (bear in mind my phone is always on me and if not it is locked with a code and the keys are configured so that I can not "accidently" sign on to the web). I called in and they said that there is no way that this is possible. I even took the phone to the Telus store and the manager reviewed my web history and ringtones and found nothing and advised client care of her findings. They said the charges lined up with my serial number. One of the reps was really rude and accusing me of lying. I would check my balance online and see these charges and call in and get credited back and then they set up two investigations which concluded nothing. On one call I was so upset that the rep credited me $30 worth of credit - just a bandaid solution. It is clear to me that Telus Mobility is ripping people off one data usage charge at a time. The problem still has not been rectified rather the last rep gave me the unlimited web browing feature free of charge so that I can't keep track of the data usage on my transaction history. Once it expires, if the unfounded data usage continues, I will be giving up on Telus. Please note that I have talked to various family and friends and viewed many online forums in which there are many more people experiencing this problem. Thus contrary to what Telus is saying, the problem does exist and is possible.

I decided to switch to a different carrier and had two cell phone numbers switched from Telus Mobility to the new carrier 6 days before my Telus contract was up. They sent me a bill for $200.00 dollars for switching. I am told by a telus employee I know that they aren't supposed to do that, but they will try. The maximum they can charge is $20.00 per phone, so $40.00 NOT $200.00. I am going to go to the CRTC and anyone else who will listen. I am tired of Telus getting away with ripping people off. Has anyone else had this problem?

I was scheduled to have new TV and Internet installed on Monday the 3rd. I took a half day off from work as I was told my appointment was scheduled in the morning. I waited until Noon, and then phoned the customer service. Without notice, they changed the schedule and claimed my appointment was a whole day schedule. By 3:30 I phoned them again and this time i was placed on hold for 45 minutes just to get the answer "Sorry, the technician is behind the schedule, he is not going to make it." They promised to give me a call the next day (Nov 4) and to make my installation a priority. I was at home around Noon on the 4th, and I saw a Telus truck in the building so I phoned customer service again to see why I had not yet received the promised phone call, and I was placed on hold for another 20 minute wait. Then I was told that "they" would phone me by the end of today to get the rescheduling done. Yet again, I did not receive the promised phone call. I called customer service again around 5 pm. They claimed that they were not able to make changes to the scheduling system, and that I'd have to wait for someone to fix it the next day (the 5th), and they tentatively claimed that I would receive a phone call on the 5th for rescheduling. Again, I had not received the any phone call to resolve the issue on the 5th. I phoned again around 1:30 pm on the 5th and this time the rep said "There is nothing you or me can do but to wait. If you wish, I can cancel your service".

I don't understand where there is such a problem with scheduling. I was scheduled on the 3rd, and then stood up while losing a days pay sitting at home frustrated all day without access to the TV or Internet. I did not receive compensation from your company for that, but instead receive one frustration after another and even have to put up with lousy attitude of the service rep who suggested to simply cancel the service. I am wondering with the scale of Telus' business, why the scheduling system and customer service seems ridiculously unreliable. At the end of the day, it is really like living in the stone age without Internet and TV at home simply because a large multi-billion dollar company cannot manage their scheduling system correctly.

October 25, 2008

Sept 2007, I called Telus to cancel my internet account due to very slow speed and ongoing outages.

For several months I was charged for service I did not get.

I was offered some perks to stay on including a reduction of the monthly charge by five dollars, and guarantee the rate for the next three years.

In closing the conversation I asked for file number and the name of the person I was speaking to, she said its "Melany"

Two months later I received a letter congratulating me for choosing a Three Year agreement, and then I discovered the rate had actually increased by Fifteen Dollars a month.
.
I finally quit paying and they cut off my internet service and then my phone.

I went to the main Telus office in Burnaby to get this resolved and was told by the reception desk, another lie, " there are no Telus people here to talk to you" you'll have to call the accounts department.

I decided to go looking through the building to find someone.

I found a Telus sales excecutive who said he would try get it to someone in a higher capacity to deal with it.
That was three weeks ago, and now the collection department has taken an interest.
I have been overcharged more than $200 and repeatedly lied to, and now they cut me off

THIRTEEN MONTHS! for a company who's ONLY business is..."Communications"

Why then won't they communicate and stop these fraudulent charges and the customer abuse.
The Future is Friendly...NOT!

After Telus installed my TV service my phones a have ceased working. There techs have told me that the installation was done incorect. Yet they have missed there service appointments and have repeadly dodged my complaints by not responding to Emails and providing disconnected phone numbers. I can't even cancel the service without incurring a high fee.

I had signed up for a family plan for one year with three phones. I had purchased unlimited text messages, evenings and weekends, etc. I faithfully paid my phone bill every month up until the last two months of the contract when I ran into some financial difficulties. I called telus to arrange a payment plan to pay them back. This was set up, and then the client care representative (read con-artist) starts to talk me into buying a "cheaper" contract for another year. After asking several times if I could make the monthly payments on the outstanding balance as well as the new lower payments for the new contract, I was told repeatedly this was not a problem. Two weeks later I received a call from telus stating that I owed the outstanding balance now. I explained about the payment plan and was told that this was not allowed if there was a valid contract (the new one). I now have to cancel my plan, but they want me to pay a $400 cancellation charge. I feel this is unfair as it was their underhanded, overzelous, and dishonest representative who lied to me. I have spent many hours talking to many people on the phone and never getting anywhere. I am a single mother and my credit rating is being affected, even though I had tried to do what was "right". Telus are a bunch of rip off artists, and they will never have my, or my family's, business again!

i was stupid enough to get into a 3 yr contract with telus, for internet/phone deal, for 70.94 a month all inclusive, no extra fees, etc, well the first month they started screwing up my bills, to make a long story short, i am now paying 150.00 per month for this service, they said im lying about the contract, even though i have letters from rob durham the senior vice president of telus, on client operations, that i have this contract, every time i phone, which is every month i get this bill, they say ya, well fix it on next bill, LIES, or they just hang up, or they say, its other charges, that is not covered by my contract, OR NO SUCH CONTRACT IN EXISTENCE, SINCE THEY DONT GO BACK FURTHER THEN 1 MONTH!, so they cant see i have a contract

is there anyone out there who can help me, with phone numbers of durham or some place or some one who can straighten this out, the customer service people are a total joke, half of them dont speak english, and they all lie!