Telus Reviews

When I checked my credit card statement, I discovered two charges (for about $116 in total) for this Telus account. I called Telus to advise they did not have my permission to charge my credit card (i.e. the charges are fraudulent) and to asked for the charges to be reversed. They told me it was not possible to reverse the charges and if I wanted to dispute the charges, I had to contact my credit card company. (What a waste of resources.)

I contacted my credit card company and reported the two fraudulent charges. They told me it is often difficult to get phone company charges reversed and didn't think they would be successful, but that they would try. The amount of time I have wasted on this billing error of Telus' is ridiculous! Add to that the man-hours wasted by my credit card company to look into this. I would not recommend Telus to anyone (and one of my family members is an ex-executive and left on good terms). This account has now been transferred into my sister's name. My home phone, Internet and TV are not with Telus anymore. I am in charge of my employer's corporate Telus mobility accounts for our Blackberrys and I will ensure we will move to an alternate service provider when the contracts are up next year.

So I called Telus and told them that I would no longer be needing their services. I spoke with a young girl, I believe her name was Kelly. She was very polite and told me there was no problem. She did mention a fee for leaving their company and I explained to her that I had no signed contract with them about any fees. She completely agreed with me and told me that my balance on the account was 39$, which I paid immediately.

One month later, I receive a bill from Telus for 425$. I was shocked. So I called them immediately and spoke to another woman. I explained first the conversation I had with Kelly and asked her to remove this fee from the account. She refused and I explained to her that if she had a recently signed contract or a voice recording of me agreeing to and terms including the cancellation fee as she called it, I would gladly pay the money. I even told her I would be happy to return the phone they had given me for free. At this point, she got really upset and started to threaten me. She told me she didn't have to show me anything and that Telus could make me pay the money. She said she was going to send the bill immediately to collections and my credit would be ruined.

She was raising her voice and being very rude in my opinion, so I asked to speak with someone else and she told me that there was no one else I could talk to except her she was her own boss. I stayed on the phone with her for a little while longer still asking to speak with someone else. Finally, she told me that if I really wanted to speak with someone else. She would have them call me within 24 hours and then told me that they wouldn't help me either and then she laughed. I finally got off the phone with her and waited for my call from them. It never came. No one called me and when I call them, I just get left on hold forever and no one will speak to me.

I feel very frustrated by this whole thing but I can't, in good conscience, pay this fee. I feel as though eventually it will go to collections and I have no power to do anything about it. I have always payed my bills on time and I don't need some bogus fee to ruin my credit. I really don't know where to turn and feel very trapped. No one will help me and I just don't know what to do anymore. Please help.

I phoned Lap and Telus and he was very unapologetic on the phone. He didn't seem to understand that I was not calling the wrong number but my line was dead and was given to someone else. After a half hour of back and forth, I was told by a technician that the line would be working again in 24 - 48 hours. It took another full business day for the line to come back and now I have a bunch of voicemails for the residential person. We were still being billed for the phone the whole time. Any business calls that came in would have been answered by this other person with "sorry you have the wrong number".

We lost business and this slowed business down with my not having a line for a week after I returned from my trip. I asked the supervisor via email how will I know this won't happen again, why my number showed as available and how they would credit us for the phone line not being in our possession for two or more weeks. I received no reply. After our one year contract is up, I am moving to Shaw! This is terrible customer service. They are so big, they don't care about people.

I asked to talk to their accounting department since they might know something. They told me basically the same thing, but then started lecturing me about not paying my bills. I asked them what bills I missed and they said they did not know, there was no record but I should have paid it. I asked for the info on the collection agency so I could talk to them. He gave me that while again, telling me to pay my bills next time. Truly, if this is someone else, I would swear Telus that this guy is trying to get fired considering how rude he was contently.

Anyways, I called the collection agency and they told me I was $900 in errors. My mouth dropped. I had a basic phone line with them that cost $30 a month and I never made long distance calls. I canceled it since I got a cell and it was no longer needed. Now, there is no possible way I could rang up $900 on a $30 a month plan. So I asked for the billing info. There was none. Telus never gave them any info other than a statement that I owed this $900. Somehow, this got on my credit and Telus has no interest in sorting it out as they said it's not their problem now.

I was then told that I was charged for the receiver that I did not return. The following day, I sent back both receivers and everything else that was installed. When I got the TV service by Canada post and got the tracking number, I called Telus to give them the tracking number so the charges be dropped from my bill. They claimed their system was down and they could not get the information. I called again a day later and was told the same thing again. Tried calling again and again and they always give me an excuse not to get the tracking number. It has been a month since I mailed all their property back to them. No one will speak to me or get the tracking number from me. My bill still shows that I owe them for the receiver that I have mailed back and I can prove that I have done so a month ago.

It was at this time, Telus informed us, that it was written in our files that we had verbally agreed to a three year contract, and if we were to break the contract, we would have to pay $10 per month, for the remainder of the months. As we had just started this contract, it means the amount owning to cancel the services would be approximately $350.

There is absolutely no way my husband, my father-in-law, or myself would have agreed to such terms, given my father-in-law's prognosis. As such, we asked Telus to provide proof of the verbal agreement. One representative told us that the call was never recorded, and another one told us that the call was deleted a month after it was made.

My husband and I have spoken to Telus many times since to address this problem, and each time a representative gives us a different explanation as to when we supposedly agreed to the verbal contract. One representative went as far to say that my father-in-law verbally agreed to the contract, one week after he died! Another stated that he agreed to it in May, one month before we moved into the new home with them.

As Telus is completely unwavering in the situation, and since it's their word versus ours, my husband and I have no choice but to pay the cancellation fee as we don't want to incur bad credit, when the bill goes to collections if unpaid. I honestly can't believe the terrible situation Telus has put us in. I am going to continue to fight this battle, and inform everyone I can, not to use Telus, under any circumstances. Not only are they making false claims which they cant support whatsoever, they are taking advantage of two people, who are in the middle of grieving.

I called again on August 18th and this time I advised the rep that I have an elderly parent who is not well and that the phone had to be operational. This person then advised that the phone would be activated between 9:00 and 12:00 PM on August 18th. Guess what? This didn't happen either.

I called again on the 19th and was given a promise that service would be in place by 6:00 PM on the 19th. Needless to say, I was duped again. This morning, I called and was passed to a supervisor named Mohan. I told him that I did not want anything to do with Telus, that the customer service was the worst I have ever experienced, it was non-existent, and to cancel everything. I stated that they were in breach of their contract, and that going without the promised service had caused me great stress. He said he wished he had known about this earlier, however I don't have extra-sensory perception. He offer 3 months of free service if I would let him make this right, however it isn't about money. It is about service and keeping one's word.

How this company can truthfully advertise exceptional products and services is well beyond me? Until last week I had been a loyal Shaw customer, however since I was moving thought I would try Telus. Their pricing looked reasonable. Big mistake! Immediately after canceling the Telus order, I called Shaw and all services, not just the telephone, will be installed tomorrow between 10:00 am and 12:00 pm.

On July 18 2010, my cell phone was disconnected for non-payment... even though I had paid the bill less than 1 month prior to that date in full. So I called Telus while on vacation. I needed my phone especially then! They reconnected it, but said that a $30 reconnection fee applies to each line. I don't understand. First of all, I don't ever remember being charged a connection fee, and second, I wasn't even late paying my bill! The due date for the July bill was July 23. How can they disconnect you before you get a chance to make the payment on time?

When I got home from vacation, I called to dispute the unfair reconnection charge. I pointed out the facts... and that as usual, I paid the bill on time in July, in full. The first 2 people I spoke with would not listen to me and did nothing to help. The third person I spoke with was able to help and agreed that Telus made a mistake. She assured me that I would not be charged a reconnection fee on my next bill and apologized for the inconvenience this caused me. Well just the other day I received my monthly Telus bill in the mail. On the bill was a $30 reconnection charge! I called Telus immediately, but because it was 6pm, the person was unable to help me. I have had it with this Company! If I don't pay the charge I suffer financially, if I pay I still suffer financially and let them get away with scamming me! I really hope someone steps in a stops Telus from doing this. Telus needs to stop scamming hardworking innocent Canadians.

When I received my next months bill, it was the same as last month. I was still being charged around $100 a month. Again, I called Telus. I was informed that that is the amount they charge to customers on 3 year high speed internet/phone plans that came with the computer. I was told that the computer was not a 'free' gift, and that I was paying extra for internet to cover the cost of the computer. Okay... but why has my bill gone up recently by $40 a month? No one could answer that. I told Telus that Shaw recently offered me a great deal for internet/phone service with no contract and asked if they could match that deal.

They said no they couldn't, but they did offer their cable services, with a contract of course. I said no thanks I would like to cancel service, but I will make payments on the cancellation fee/free gift (approx. $600). I was told it would be okay to pay $30 a month until the bill was paid. I was reassured that the account would not be sent to collections as long as I made a $30 payment every month. I had been paying $30 towards my bill every month and called Telus in June 2010 to check in and get reassured that this account would NOT get sent to collections.

I need to make sure I have good credit so that I can continue to get student loans. I was again reassured that the account would NOT be sent to collections. Now imagine my surprise when I get an urgent notice from Telus on August 15 2010, dated July 27 2010 saying that if they do not get payment by August 9 2010 the account will get referred to a collection agency. I called Telus to find out what was going on, but the agent (Susie) would not answer my questions and said that there was no record of me calling or making payment arrangements! I asked Susie to have her supervisor call me because I was not satisfied with our telephone conversation. Someone from the client resource team then called me back but they weren't any help either.

In mid June, my wife, sister and I were visiting when we received a telemarking call from your company. Generally we don't answer these calls, but it was from Telus, so we answered. Your agent Mario asked who our TV provider is, we told him Bell. He asked what type of programming we have and number of receivers, we said that we get every movie channel offered, every HD channel offered and we mentioned a few specific channels that we tend to watch frequently. He then asked us how much we pay, we told him about $107 average per month. He proceeded to tell us that Telus can offer us all of the programming we are presently getting for half the price we are presently paying and we could get three HD receivers, one being PVR, plus a free install. I asked him if we were to decide to switch what could he do with our present phone bill. He offered us a better plan and also a better Internet price and could double our high speed from 3 to 6! And no additional charges in the future!

Fortunately I take good notes and there were three of us present with your agent on speaker. I asked several specific questions to verify before we would make a decision. And all of his responses to our questions were, "Oh yes Mr. and Mrs. of course we can! " or "of course we do!". So we proceeded with accepting the offer. Mario left us on hold for a short time and came back with the offer and told us we would receive a contract with everything documented in our agreement in the mail within a week and that we would have to call back on the 29th of June to get the high speed upgrade because that is the last day of our present contract and it would not be a problem.

He scheduled an appointment for the install, to be at home between 9-12 or 12-4:30. We chose the 9-12. I booked off work for the morning of the 29th for the appointment! At 11:00 a.m. I have not heard from anyone so I called to verify that someone was coming, only to find out that it was an all-day booking. I expressed to your agent that I was told 9-12 and not willing to take a full day of vacation just for a Dish install. I went to work and at 2 p.m. the installer called me and asked if he could meet me in 10 minutes. I reluctantly agreed. After 7:30 p.m., the guy finally left. Note that he was also calling our old home phone number from over three years ago! We spoke with Mario on our present number!

That night we were flipping through the channels to find that we do not even have half the channels that we had with Bell, so I called Telus to find out what is going on! Once I got through to an agent, I explained to him that I was not getting all of the channels I was expecting. He asked me to give him some specific channels as he was looking at my plan. I was not willing to go through every channel and explained that I was with Bell for 15 years and had a lot of programming i.e., all of the movie channels and was paying over $100 a month and am supposed to be getting pretty much everything I had. Agent explained to me that Telus uses exactly the same two satellites as Bell and offers the same exact channels and the price is exactly the same!

I said to him, "Then why the hell would I switch over for exactly what I had and for exactly the same price!" I told him that I would return everything and stay with Bell as they had offered me a sweet deal to stay with them! He put me on hold, spoke to his supervisor, when he came back he said that they could give me all of the movie channels (which I originally requested!) for six months and that generally they do not accept returns of the offer but if I choose I could return it! He told me that the notes that he has on file do not match with what I am saying!

I say that between my notes and with three of us listening to your agent on speaker (all being very creditable people), we are not getting what we were told and for the price that we were told! And we were obviously duped! We were so impressed with this deal and it was presented so positively we even had many of our friends, family, and co-workers waiting to see how it turned out and willing to switch providers! Even my sister was going to go home and make the switch.

Telus is a household name for us and we would expect that we could trust them as we pay a lot for our home, cell, Internet and would not expect a deceitful telemarketing ploy! Your agent, whom we entrusted with our information, asked us not to cancel with our present provider until after the install. Only to find that of course they are not going to want to lose us as a customer and made us an offer. On top of that, we have to pay for a month of programming while we have yours as well! We are now paying over double for a lot less programming, thanks to you!

We have been long standing customers who pay a lot for our services with Telus. I am convinced that Telus has a similar cancellation policy and horsed us not to call knowing that Bell would make us an offer! And we trusted your agent's recommendation! As well to me it would be quite obvious what programming we have if we are paying over $100 (which we disclosed) and for your agent to say we could get the channels we have for half the price is a boldfaced lie!

So far we have not seen the said contract with everything that we agreed to and have not yet got all of the movie channels promised from the phone call back in June and of course have not had an increase on the speed of our Internet and we are now paying over $150 this month to watch far less TV. I would expect a prompt response from Telus so we can make our decision and decide what we are going to do! We have lost money, we have not received proper customer service, and have lost all confidence in a company that we spend thousands of dollars with every year. We would expect due diligence and respect as a customer!

I then asked why no attempts were made to contact me about the situation as I had not received any documentation (or bill) or warning. The agent I was speaking with informed me that a call had been made to the number on October 28th, exactly 3 weeks after they disconnected the line they attempted to call. The agent felt that they had done their part and could not give any dates or times that they had attempted to contact me regarding the situation, stating that "it is not Telus's responsibility to bill me and notify me as to changes to my account". And that it was "no longer their problem".

I then asked the agent to allow me to speak to a supervisor regarding the issue. The agent just said, "No, you need to contact a creditor regarding the account. I can give you their number.” I replied, “I will take the number but I want to speak with a supervisor.” The agent then gave me the number for the creditor then immediately disconnected me without allowing me to speak to a supervisor.

I had been a customer of Telus for nearly 5 years prior to this and never had a problem. I still may not have had a problem had some legitimate attempt been made to inform me as to the situation. Now because of the neglect on their part, I have taken a large hit to my credit rating and also have an additional $300 plus in interest I am expected to pay. I would have been more than happy to sort this out in 2008 when issue happened, but I was not made aware of it. Now it has gone too far and too much damage has been done to my credit score. And they were absolutely no help and extremely rude.

At one point, I was even told that they were having trouble with their service in my area but tech kept saying it must be the Mac and I should get help from Macintosh as they only know how to deal with PC's. So no service for my issues. Not honoring that I can't get service. No phone calls on service. Just when are you going to pay? Can I take them to small debts court for the monies I have already put out for a service that has not worked?

The president's office is staffed by michle **, an absolute mental midget with the manners to match. She spent an hour "educating" me as she said only an idiot would have a problem seeing the truth.

This is without a doubt the worst company ever. They are thieves; even their own pissed off employees have contacted me and have suggested ways for me to get some justice.

I found out today that it is still on my credit report and I am unable to get my student loan due to it. I do not see how they can charge me for months that I was not on contact and did not once use the phone? I need this cleared up asap so that I may get my student loan. Telus refuses to help me and the Collections agency said they cannot help me, that Telus has to be the one to fix this.

This time I called TELUS, and after waiting and waiting, I finally got to speak to a “real” person, whom I could barely understand and who kept repeating herself, as if she wasn't really listening to my complaint. 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 gave 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.

Basically, always check your phone statements and bottom line, if it’s not right, challenge it and complain. Consequences: being charged fraudulently (with not much recourse).

Well, I have to buy my cards in $50 increments every month. So, I always have $5 left over every month, but the money gets used, because I go over the month because there's no text or it's late. I have called every month to let them know of what is happening. I have been hung up on many times, or the customer agents can barely speak English and it's so very hard to understand. Or they keep repeating the same thing over and over again, like they are reading from a script. I have called Telus Mobility about getting a contract with the same plan, so this would not happen anymore and to just get a bill in the mail with the same amount every month. But they quoted me as that being double the amount. I need cell phone customer service help. Thank you. Looking forward to the help you will be able to give me.

After doing some research on the net, I found that both ZPDI and ILD had been charged with phone scamming, yet meanwhile I was being threatened with disconnection of phone service by Telus if I didn't pay these companies who I never agreed to business with, and were at best unethical at worst simply fraudulent. I finally spoke to a manager at Telus, I told her the above,and after expected runaround, had the charges removed. Good, I thought. Then the next bill came, and the same thing!!! Triton Global still on my bill, and this time around, there were 9 long distance collect calls on my bill of over $250. I never received any collect calls, neither did my husband! I called the numbers just to make sure, and all I got was a fax tone on all 9 numbers. Now I have to go through the whole runaround again with Telus and these other companies. I've informed myself and I will not back down, but it has been surprisingly stressful.

What the heck is going on! How can phone companies get away with this and hide behind masses of billing companies to evade accountability?