Telus Reviews

So I've used their phone line in the Telus Store, and spoke with "Sam" who didn't understand English because I stayed one hour explaining my issue about the offer, so he goes and transfer me to some lady who was very disrespectful/rude. I've requested to speak with her manager and she declined to give me the manager and sent me over to the Escalation team and spoke with Pete. That's when all the trouble started. Now read this carefully. I've elaborated the issue to Pete (Escalation's Manager) in which I had to repeat my issue for the 4th time approximately, after being tossed back and forth for over 1.5 hours, missing 2 meetings.

Now it gets intense... The Escalation gentlemen Peter (Pete) spoke to me around 12:30 pm and yelled at me at first (I swear I'm not lying), and said in his words "So you want to challenge Telus, let's take a look at your account for all the credit we ever gave you and reverse back the charges!". I repeat, he said that in quotes and I swear that's not made up. Pete acted as I'm scamming Telus. Then he calmed down, acted politely and told me I won't be able to obtain the offer because it was a glitch on the system and mistakes happen and yada yada. I told him I want to get compensated for the amount of time I spent. He apologized and then he looks in my account history and tells me "You have been under charged. We should of charged you extra, I'm going to correct that and make sure your account is up to date." I'm like "You made mistakes, too bad". He's like "Nope I'm correcting it."

At that point he requested a callback and he called me back and he did actually put extra $400.00 almost on my account CHARGE BACK ILLEGALLY! During that time I had an unknown charge of $390 plus an additional of $150.00, and also on top of that, outstanding balance (late payment) in which I never had in my life with them. That's Theft alright and of course!

Then I filed a report with the BBB and raised heck to the Office of the President. I got a call from a lady from the office of president, she was very nice, listened carefully and at the same time don't want to lose me as a customer. As an agreement we decided to settle this down by canceling with Telus and going to Rogers. Stating that the story continues after a year later, and I'm talking about very recent.

Complaint about Telus and resolved the issue by 2012-01-13.

**. Dear Ms. **, Thank you for bringing Mr. Ray ** concern to our attention. This correspondence is intended to address and resolve this issue. We have had the opportunity to discuss the account with Mr. ** and we have the following comments. To resolve this matter, and as a gesture of goodwill, on behalf of TELUS and with no obligation to do so, we have agreed to allow Mr. ** to cancel his contract without termination charges. In addition, the charge applied previously by the frontline representative has been credited in the amount of $349.68. Thank you for the opportunity to address Mr. ** concern. This matter is now considered closed by this office. Mr. ** is satisfied with the outcome. Sincerely, Sheila **".

Stating this, I've spoken with Jeff ** (Collection Agent for Telus), email: ** and by phone in regarding to this matter after he continuously harassed my Business line and Cell Phone. I have also emailed him the supporting documentations on December 10th, 2012 and confirmed that he has received the supported documentation and that being said, he has apologized to me on the behalf of Telus Mobility.

Here's the interesting part... I've got a call from Jeff on January 14th, 2013, indicating that I owe money to Telus. He has contacted my Business line when they are on the DO NOT CALL LIST and finally he contacted my cell phone. Told Jeff that "We spoke a month ago about this, what the heck ever happened about file being closed". He hesitated to answer then after 5 minutes into the conversation he pulled up notes indicating in verbally I quote from Jeff, "I've submitted the requested document on December and got a response from Telus closing the request without any comment". I told him what does that mean? He said that they failed to comprehend the documentation which is an illegal act.

Jeff ** asked me to email him AGAIN the supportive documentation and luckily I back everything up, so I've pursued an email to get this settled or legal actions will be taken. I've also indicated that I requested a mandatory follow up with his manager or himself the next day in the morning to get a phone call. Guess what? No follow ups been made, so I called and left a Voice mail to his manager, she never got back to me. Called again on 1/15/2013 and spoke with the Legal Department (so called) with Ms. **. Elaborated to her aggressively about the situation, requested to email her the supportive documentation. I've also emailed her the transaction log between my emails to Jeff and the history of the conversation. Now it's 1/16/2013 and no one got back to me.

Disputes being played with Transunion as Equifax for some reason were understandable and able to remove it on the spot but Transunion is special sometimes. After I sent proof that it's a fraud act that those garbage in Telus are committing they removed Telus off my file. Comes last week around April 15th, I have the ** from a collection agency calling me and trying to scam me. They got some nice verbal legal threats which they ** me off calling my business line first then my cell phone. I told the clown to send me an email and I'll send you the proof. Guess what? No email been sent and today 23/04/2014 checked Transunion and found an inquiry been made but they'll not put it on the account. Those ** are going to be taken to the court for the 2nd time.

PEOPLE WAKE THE HECK UP! Stand up with your rights against those **! AVOID TELUS. I'm with Rogers, yes. Expensive, Yes, but I got a good deal, cost more, however, AMAZING customer service, I swear to ya.. IF A LAWYER IS INTERESTED I HAVE PROOF OF ALL DOCUMENTATIONS, CONTACT ME AND LET'S SUE THEIR **!

3 weeks later, I was shocked to receive a letter from a collections company for the final $68.00. I promptly contacted Telus and they had NO answers for me but assured me if it was paid within a certain amount of time it would NOT affect my credit rating. I immediately contacted the collection agency who verified that it will be processed immediately and will not affect my rating. Today, I contacted Telus to order a bundle package for TV, Internet and Phone as I am moving at the end of the month. At the end of the process they stated they require a $375.00 deposit before any action would be taken... I was put through to Telus collections and sure enough they said because Telus Mobility HAD to collect through a collections agency they required a deposit. Just so unfair and completely due to incompetence.

The other thing that irked me is the Telus collections agent stated she couldn't tell me anything else because Mobility and her branch are not joined. Well I said it seems you are from this result. Just a warning to all… I just experienced (through incompetence) a hard hit to my credit rating that was completely unjustified and I have no recourse... no way to fix it. I am not alone. This same thing has happened to many people and regardless of whether you pay it promptly to the collections agency it WILL do same like it did to me.

With my Mom's help, we tried to get this cleared up, talking to Telus and the CRTC but to no avail. Telus responded to CRTC, outright lying, stating they tried getting in touch with me and I didn't respond so on that, the case was closed. Also, in trying to settle the matter, apparently that was acknowledging the debt, it reset the clock in the Credit Bureau and the debt is now well over $1,000. Is there no recourse? What about statute of limitations within the credit bureau? I'm I stuck having to pay the whole amount of which I didn't even owe? Even if it is paid, will the derogatory mark on my credit report be set back to 0 and on there for another 6 or 7 years? I'm afraid to tackle this now for fear of acknowledging it and causing more years of delays in getting it off my credit report, and even perhaps more interest added.

I cannot believe a consumer does not have proper recourse without having to go through this kind of stress or rights as a person. It can't be the large corporations and collection agencies have all the power? Please can you offer any advice as to what I should do? I really want to be part of the solution for changing the way things work... for everyone's benefit, not just my own. This whole credit business is scary enough. It should not cause sleepless nights, embarrassment, humiliation, or be powerful enough to prevent people from pursing, or moving forward with their lives, worrying about garnishments, phone calls from collection agencies etc.

Even an employer might not see you in the same way should he get a call or letter of garnishment. It destroys lives, no matter how small the debt... or in my case... the 'no-debt'. Yet, it is up to me to figure out the system in order to rectify it? I am an average person that does not know how this all works, it hasn't been my field of study, as is the same for most other people. I look forward to hearing from you, and whether or not there is anything I can do to help put an end to this type of detrimental actions by corporations and credit bureaus.

She explained that she has not received any bills nor her TV, and was told being her account was overdue they were not going to send it. She explained that they are sending the bill to the incorrect email and she also told them she felt that she should not have to pay for her TV portion being she did not receive her TV. They told her she had to pay the full amount and that her TV will come in another 6-8 weeks! She told them to keep it, she has been waiting from Oct for it. They send her bill to someone else, demand she pay the entire amount, do not offer any compensation. Very poor customer service would be an understatement.

Less than 3 weeks later, I received a bill in the amount of roughly $1200.00 . Plus or minus a week, my three friends all received bills ranging from $700.00 - $1100.00. Even if we were getting billed normally, I don't know how it would be so high in such a short amount of time. Needless to say, we all, the four of us anyways, cancelled the phones, never used them again etc... It has been in collection for years now (CBV Collections). Every time they phone, and they still do, I tell them I will never pay that bill, and explain why. We were all scammed. It is at $2000.00 now, and I guess still growing.

This woman lied repeatedly stating that there were never issues with service in Winnipeg and even suggested that I was lying about my calls to Telus technical support where the agents had informed us of the issues with Telus coverage. When I called technical support again, the customer service agent initially refused to allow me to speak with technical support stating that Ms. ** had placed a note on the account detailing that I was not to be provided with any information. I finally argued enough that the agent transferred me through. The agent I spoke with repeated the same information stating there were known issues with the network and I was told that this information had been specifically been given to Ms. **. At this point, Ms. ** refused to return my calls.

The complaint was then sent to the CCTS, which was an utter waste of time. I was told by the representative that Telus had only sent information regarding my calls up until the point I had initially called Ms. **, which of course excluded the calls with the tech support agents that had supported my claim. Telus also claimed that I had refused to speak with them and while I had emails to disprove this fact, I was told by the CCTS agent that because mobile companies had few regulations, they did not have to provide accurate information regarding complaints and the CCTS had no authority to compel them to provide any more information than whatever they had volunteered. My complaint regarding being unable to contact 911 was ignored and I was told that I had the power to simply switch my service to another company if I wasn't happy with Telus.

So basically no one looks out for the customer, Telus can lie and steal from their customers and no one will do a thing about it. Since I switched services, I haven't had a problem with coverage... My advice to everyone, don't go with Telus, they're nothing but thieves.

My number is on the do not call list, but that doesn't matter as he has gone from telemarketer to harasser. If I cannot get the number, as he can call from anywhere now... This is getting ridiculous and I wonder where he is calling from. Telus needs to help me as this is no laughing matter.

3 months later, 2 billing cycles and online and phone calls to Telus, they have suspended my account, refused to acknowledge my request from July, even though I have provided all information as to who I spoke to, what day and time. Furthermore, in order to now have it placed in 'vacation mode', I have to pay them $278.... minimum on an outstanding balance of well over $330. I hope all Telus managers keep their jobs with the influx of competition from the USA.

Imagine my horror when I found that I had been charged at least FOUR times the amount I had expected. I called right away, and spoke with someone who said I'd been put on the wrong plan and then they proceeded to tell me all kinds of things about Data plans and Gigahertz or some such thing, which I didn't understand in the least. Ultimately, I settled on an amended account that didn't have as much air time or something, and I was assured that would work for me. At NO time, however, was I told that I wouldn't have to pay the full amount of the bill, since it was Telus who had put me on the wrong plan.

Now, imagine my further horror when the same thing happened again. The next bill was not as high, but still much higher than I'd expected. I called again, this time, a bit irate and insisted that someone help me find a plan where I wasn't asked to pay charges that were neither explained to me, nor were they listed on the bills so I could understand why they were so high. Again, I spoke with someone who set up another amended account and assured me that this one would work for me. I managed to pay part of my bill at that time, because I didn't have the money to pay it all.

A short while later, I dialed my phone to make a business call (it is the only phone I have because I cannot justify having two) and, again, imagine my renewed horror, when the call wouldn't go through. In fact, the ONLY phone number that would work was the one that went to Telus. I dialed it, really ticked now - the woman on the other end was less than sympathetic and said that my phone would start working again when I sent them money. At that point, I really became angry and accused them of a mob mentality and of holding my phone for ransom (which is exactly what they were doing). In the end, however, I wound up giving them part of my rent money, because I had to have a phone to do my business. At that point I asked them if there was any way I could get out of my contract, since I obviously had made a mistake and could not afford this cell phone. They said they would let me out of my contract if I paid them in full for it.

As you can guess, that wasn't going to happen, so I asked them to send me text messages in the future to let me know exactly when my bills were due and how much they were, in hopes I could try to keep up with the growing cost. They agreed and it was set up. However, after about three months, the texts stopped for some reason, and I did not notice because I was struggling so hard with my financial situation, and in the back of my mind I knew that the bill would come when it was due. Well, it didn't, and a few months later, my bill was over $200 again, at which time my phone was again hijacked by Telus.

Now, in the middle of all this, I lost my job and was forced to declare bankruptcy. I am not saying that Telus is solely responsible for this, but they certainly contributed. And when I finally got through to them after the latest hijack, the woman (who was some kind of collection person) informed me, that since I was now bankrupt, they needed an extra 150 dollars to restore my phone on top of the over $200 I already owed. I asked her if she understood what bankrupt meant. She was also less than caring. At that point the conversation became a bit hostile on my part, I must confess, because I was waiting for a call back on a new job that I desperately needed and now I didn't have a phone!

Again, she was less than caring and proceeded to browbeat me into admitting that I had to cancel the account with Telus (I assume she has to do this because there is some glitch in the paperwork that might let me out of the debt if they have to cancel). She kept asking over and over, "Are you cancelling your account?" I said, "It seems like you are cancelling it." Then she said, "Are you going to send us the $320?" And I said, again, "Do you understand what bankrupt means?" In the end, literally, I finally said, "I have no choice but to cancel," and she said again, "So you are cancelling your account?" And I said yes.

Now I am getting nasty collection notices from them. I guess they still don't know what bankrupt means. I don't know about you, but I am disgusted and outraged by the pilfering fraud that is being perpetrated on unsuspecting members of the public. As far as I'm concerned, Telus is nothing more than a criminal element using strong-arm tactics to cheat and bully money out of their clients and I would be truly happy to see some kind of Forensic Accounting done on their company.

I have spent more time on hold with Telus in the last six months than I have spent on the phone in the last two years! The last time when I told them I had had enough, I was told I would have to pay $25 for each month I have had the PVR because I had a verbal agreement for three years! I was not aware of this. I thought because of the poor service I had and am still getting that it was a discount! Since this has happened, I have spoken to a few others who have also had issues. They have cancelled and paid the penalties but unfortunately, I do not have the finances to do that.

So I went to the store located in Eaton Centre, Toronto to replace my phone. They told me first, I cannot get the replacement phone since I am past the 15 days timeframe. And second, I have to pay deposit to have the phone fixed ($150) - to borrow the phone for 2 weeks. At this time, I didn't want to pay a cent as I was already being told a different story from different people. They told me it is simple a deposit, I will get it back when my phone is returned within 2 weeks. I asked them to call the helpline, and they told me to call them myself. So I used their phone to have myself connected to Telus helpdesk. I was on hold for 10 minutes, which I expected, so that was okay. But the lady on the phone couldn't do anything except saying “Sorry, you are past the 15 days timeframe.”

As a customer who only bought the phone a month ago, exactly 32 days, that was the dumbest thing to say. Who wouldn't be upset if the phone breaks down in 32 days, and the person on the other side keep saying "past the 15 days?" After like a 30-minute conversation, she suggested for me to get a new SIM card, paying $10. She said she will credit me back with $10 prepaid into my account. I had preauthorized payment going through my account every month, so I didn't need the $10 credit. I asked her if she can just give me the difference into my Visa. Answer? No, she can't, only credit to my prepaid account.

It just seems like they don't care at all about having the problem solved, and only want money. I talked to Georgia, a customer service manager, over the phone. And before I hang up the phone, she smashes it down. She is supposed to be the customer service manager, but that was very offensive. I am very, very disappointed. It was the worst customer service. I just wish I have never bought the phone to begin with. No wonder why people complain so much about Telus, they are the worst company.

I also told her that I was closing the business and disconnecting the phones as I had no money and that if Telus charged me the $700, I would have to see them in court. After I hung up, I went back through my emails for Sept. '12 and could find nothing from Telus or anyone else regarding a contract. I thought there must be some kind of mistake and called Telus back. I talked to a gentleman this time and explained to him what I was told. He checked the file and advised that the contract was actually from Sept. '09 (when we relocated) and that it renews annually. I again advised that I never entered into a contract. He offered to email me the contract and I said yes. A few minutes later, I received an electronic copy of the contract which did not have my signature. I immediately replied to the email and said that as suspected, I did not sign the contract and that I would see them in court if they tried to collect. I have now received my bill and the termination liability charge is $781.47. Has anyone else out there experienced this ridiculous fee for a landline? I cannot afford to pay this.

When I spoke to their complaints department, I was told that although there are known issues with the service in Winnipeg, Telus is not responsible as there is no guarantee of 100% coverage. This includes access to 911. The Telus complaints agent has resorted to lying and now claims that my calls to Telus never occurred and refuses to release me from my current contract. This is in spite of the fact that I called the technical support team at Telus and confirmed that notes exist for the numerous calls I have made. In fact, when I called their technical support team today, the agents initially refused to talk to me. I believe that the public needs to be informed of the issues with the Telus network, including the lack of access to 911 services. People who have these issues with Telus service should be encouraged to contact the CCTS and file a complaint.

When the day finally came for the installation, I waited all day, and when it came close to 5:00 pm, I decided to call them. They told me that a couple of technicians were there between 8:00-8:30 am, but I didn't answer their call, so they left! Of course, I was upset and a bit panicked because I needed the internet immediately for my work, so I called them. They told me it was my fault for not answering the phone and it actually cost them $200 to send out technicians. When I complained to them and told them how much I needed the internet and that they should have tried harder to contact me or the manager, they didn't care at all and the guy on the phone actually told me the technicians have a union and don't want to work too much(!). He then said they could come again, but one week later at the earliest! So here I am having to wait another week without internet and losing $200/day!

One of the worst parts is that the manager's number is right there at the front door in plain sight and he is there 8:00 am-5:00 pm every day. Why didn't they contact him because the manager did negotiate installs with other residents? Why do these guys at Telus don't know about this? How long has this company been in business? Also, they don't even bother to ask me for a backup phone number they could use in case I somehow can't answer my phone sometime within their 9-hour window. It's the second time they didn't ask me for an alternate number. I could give them my wife's number, the manager's number (since they are not capable of reading the manager's number above the intercom). Obviously, they don't know what they are doing or don't care. So, I want to warn everyone out there. If you are expecting to have a service installed by Telus, be prepared to wait at least one week, and then wait around in your home all day. And heaven forbid, don't even take a shower or take your phone out of your pocket for a second. If you miss their call, you're going to have to wait for another week at least!

Unfortunately, I don't have a choice or I would use Shaw instead of Telus, but my building has an agreement with Telus. Already, I can't stand them, so we are off to a great start. Before this, I had been happily using Shaw's services for almost 10 years with no problems. If anyone from Telus should come across this complaint, my account # is ** and this installation date was to be August 15, 2012 between 8am to 5pm.

High-speed Internet. Again, for the first three months, Telus was billing us for services at **, not our unit! Also, the service was choppy. Internet connection is always being lost, takes 2 hours to upload a photo to Facebook, connection dropped, modem overheating, etc. Three months into the contract, when Optik TV was cancelled, Telus told me I could cancel my Internet services in the future at any time, penalty-free, if I sent back the Xbox linked to the account and this offer was a special acceptance due to all the headaches since opening my account. We agreed to stay with Telus as we were offered a reduced rate of $49 per month for the first six months. Telus also sent me a new modem and sent a technician out to make sure the connections were okay. The technician came to our townhouse and the townhouse on his record was still the wrong one, unit **. He told me that since the units were mixed up, he didn't know what to do. He walked around the perimeter of the living room, looked at the baseboards, didn't touch anything or bend over.

At this point, he was walking around as if on a personal tour of my house! When he touched the modem, he said it was hot and recommended Telus to send me a new one. He then sat in his truck for 15 minutes typing a report. When he came back to the door, he gave me his card and told me to call any time to follow up. One month after giving Telus another try, Internet services have not improved. I phoned Telus to cancel and was then told that I am on a three-year contract and cannot cancel! I pay my bill anyway. Two months into my new contract with Telus, I phoned again to complain about their services. Again, I was told I cannot break the contract but I insisted that my complaint be at least noted on our file. Three months into the contract and my Internet worked properly for two days this month. I called again and was told I cannot break the contract.

I am 99% sure that according to the SOX Compliance Act, it is illegal for Telus to charge me for a service that has not been provided nor had worked properly since the start of the contract. Another month of little to no Internet services, I called Telus again. I cannot cancel my contract but I continue to pay my bills. In May of 2012, I phoned Telus to suspend my services temporarily. I was the victim of a hate crime in May 2012 and had to move in fear of being targeted again. I had no fixed address to give at the time. The Telus CSR I spoke with told me I could suspend my services for $15.00 per month. I explained to him that it was ridiculous as I was not going to be accessing my account at any time and was already fed up paying Telus for a service that never worked. He put me on hold to look into my account history. He came back, apologized for my issues and told me he would credit my account by $30 to make up for two months of the suspension - that was the best he could do so I agreed. At the end of the conversation, it was confirmed my services were put on hold.

On August 6, 2012, I received an email from Telus with my bill in the amount of $346+ for cancellation of my account in July 2012. I phoned Telus and learned that the rep I spoke with in May was wrong - that I actually cannot suspend Internet services, I can only transfer them. I explained to the CSR in May that due to being the victim of a hate crime, I was being forced to move. I had no fixed address so I had nowhere to transfer the account to. He said not to worry, due to the circumstances, he would suspend my account until December 31, 2012. It was further explained to me that I could transfer my services to another existing address. Again, I told this CSR that I had no fixed address; that I had explained this to the CSR in May. She apologized again and told me the previous agent was wrong. I have no choice, I cannot suspend my account, and I have 90 days to give them a new address or to pay them the $400.

I have asked what would happen if a store sold me a dozen eggs but only put two in the carton. Telus does not appear to have to answer. There are no other options available. The only other supplier uses the Telus system. The internet speed during the day is okay. It is only the evening this happens. It appears Telus must have overscribed their services. If an airline overbooks its flights, it seems there are consequences and it has to ensure the customer is looked after. Should the same not apply to Telus, they are obviously getting the revenue and not providing the service.

Each time, I was promised a refund but was charged as usual on the next bill. The final time I tried to reach them, I was put on hold for 40 minutes; and then, the phone rang over 100 times with no answer. I stopped paying my bill, as they still owed me money. Shortly after, they disconnected my phone (which was fine with me as I no longer needed or wanted them). They continued to bill me for three months of full service, even though all service had been disconnected, and then, they threatened to refer my account to a collection agency.

I finally wrote them a detailed letter, explaining what I actually did owe them and a check for this amount. They responded by cashing my check and sending a bill for an additional $268 with no acknowledgement whatsoever that they had received my letter, even though the check was in the same envelope.

The hours I have wasted digging through old bills--trying to decipher fees added and subtracted, taxes on fees subtracted, late fees I didn't owe and taxes on late fees, overcharges and taxes on these charges; and trying to figure out what I fairly owed; not to mention all the time I spent on hold trying to get through to them-- probably add up to a couple of days of my time. And then they don't even have the courtesy to acknowledge that there's a problem.

Telus will never receive another penny of my money, and if there are any future repercussions involving collection agencies or negative impact to my credit rating, I will be seeking legal action against them. Telus has absolutely no respect for their customers. I encourage anyone with a similar story to register your complaint against Telus with the Better Business Bureau.

I called Telus and they say I would have to talk to HTC about it. Then Telus told me that there is nothing they can do to help. It will cost me $170 to repair it. Fifteen minutes of research on the internet,15 minutes to replace a $40 memory card and I had fixed the phone myself. I have cancelled my Telus accounts, opened an account with Rogers and will never deal with Telus again. I will also pass on to anyone that will listen to stay away from Telus and their scams.

I originally started at one of your Telus stores when I was told they could not help me. Are they not a rep for Telus? I proceeded to call the "Loyalty" line that was a joke. Loyalty? What does that mean to Telus? I spoke to 4 people, Kevin who was very nice - good job, he had said that Telus could drop the $365.60 remaining contract as long as I signed another 3-year term with a phone - which I have no issues with. He asked me which other phone I may be interested in. I hadn't really looked that closely at other phones yet, but had mentioned the Sony Erickson may be one.

Kevin then placed me on hold for an aggravating 20 minutes before coming back and changing his mind and telling me there was nothing he could do. I asked to speak to his supervisor then I was placed on hold for some time and was connected to James, who was nice also. After re-explaining the entire situation again, he offered me 25% off to buy out my current contract...huh? What just happened? I asked to speak to someone that could help me. James put me on hold for over 1/2 hour to speak to a very rude, pushy and plain ignorant Lori who wouldn't even let me explain before cutting me off - this happened several times! I asked to speak to her supervisor and she said, “I will just leave you on hold all night!”.

I waited on hold for another 20 minutes, got fed up and called from another phone while still on hold on my landline. On the second phone I spoke with a girl, Eve, she was nice as well, but still nothing accomplished. Lori/Laurie finally came back on landline phone and said she would have someone call me at my home phone. I continued my conversation on the second phone with Eve, who was very apologetic and was embarrassed that her co-workers treated me the way Lori/Laurie did. Eve noted on my account that I would sign another 3-year term with phone, as long as the current contract was canceled.. So I wait for a call from Telus, on my landline, who knows when, hopefully from someone that is not rude and that can actually help me, while my cell phone is useless.

I am frustrated to find out a $600.00 phone flaked out after 1 year 2 months - companies should stand behind the products they sell. Also, to find out that the phone was refurbished. I confirmed it's refurbished at the Telus store. The Telus store can't do anything even though they sold me a refurbished phone as new. Hmm. Also, I am frustrated with calling the "Loyalty" line only to be told they can help me, then told nope, that it's not happening and staying on hold to find out that the phone Telus actually sold me is not the one I actually have.

Then Telus back peddled because they have no idea what happened. The best yet, Rude Lori - She is probably the best employee you have, because she pisses people off so much with interrupting, condescending attitude that most people will just hang up. Problem gone. Well I didn't. She put me on hold for 1/2 hour, only to come back to say she would have someone call me after I had already been talking with Eve for 15 minutes.

When I ran into some financial trouble last year, there was no way to cancel the contract outright, so I reduced it to the lowest possible plan ($20/month) . Of course, by now I had more than paid for the **, little piece of plastic they gave me to replace my first phone but still no dice on canceling the contract. So, I agreed to the $20/month. What else can you do? Pay incredibly ridiculous cancelation fees, which I mean—really, how does my canceling my contract actually cost Telus anything? Sure, it's a loss of revenue but considering what they are charging and that their net income for 2010 was $1,038 million, canceling my minor contract was not going to effect them any.

My contract was finished December 16th, 2010. My husband and I did some research and found a company that is substantially better than Telus (in every way) and on December 14th we signed up with them. So, essentially I cancelled my contract 2 days early. I received a bill on January 17, 2012 that said I owed Telus $113 and change. When I called to ask why I just got the standard robot talk from the CSR: "You ended your contract early." Yes, I did. I was tired of getting ** by Telus. But to charge me $100 plus HST for ending my contract 2 days early, a contract that only netted them $20/month to boot!

How completely corporate greedy is that? I will never again deal with Telus. I will never recommend Telus to anyone. In fact, at this point I am using every possible social media outlet I have access to in order to inform anyone who will read it that Telus is a major scamming company and to never deal with them. I am also writing a letter of explanation to each of the officers and each member of the board of directors. To start, I'm also planning on writing a letter to the editor of my local paper and I will continue to make noise about this issue until it is resolved. And resolved means the $113 bill is erased and I never hear from Telus again.

I have been a loyal customer to Telus for almost 50 years, I changed my TV to Optik, but why can't you people hire Canadians to do the job? Why go "off-shore"? I am or was thinking about getting my mobile changed to Telus, but am not sure now! Hire people who can speak English and hire Canadians, please! Give me someone who knows Canada, who knows British Columbia, who knows Metro Vancouver! It annoys me that "off-shore" people are involved. Hire Canadian.

I proceeded to call back a day later and confirmed with another CSR that I would not have to pay the fee on the old phone and that the device balance of $462 was removed.

Now a month later, January 27, 2012, I have received a bill for $579.21, including the $462 fee. I was told I would not have to pay. I have now called Telus 3 more times. The first time I called was January 27. The CSR claimed that I agreed to the fees and there were "notes" on my account saying so. The second CSR said the same thing.

"In recognition of your status as a loyal TELUS customer, we discounted your device balance when you signed up for a new contract."

You paid (Dec 20, 2011): $0.00"

When I called and mentioned this evidence, they denied it and passed me off to another rep. This rep's name was Tammy. She was by far the nicest one, but she basically said I should "find my old phone, fix it, and try selling it on Kijiji." I find this not only inappropriate but also not a valid solution. She said there was a misunderstanding and there's nothing she could do about it.

This is completely uncalled for. Those are fraudulent charges, and they won't remove them, even when I submitted evidence of it. They even went as far as reading "notes" of events that never happened. For example, they claimed on December 15, 2011 that I called and asked about a new phone and agreed to getting free Caller ID if I bought a new one. This never happened I called on December 15, 2011 to ask about the device's balance, but I got free caller ID when I said it would be cheaper to pay off the plan then buy a phone outright.

What can I do?

Each time I call to complain, I wait at least a half hour for someone to answer and all I get are promises to fix things which never happens. I have been on vacation now for a week. I bought a brand new TV hoping to watch it on vacation and all I have done all week is be on the phone with Telus, begging them to fix my service. Last night, when the person that came to fix the phone, refused to help me. I was in tears in frustration

Aside from that, they include so many TV channels on my subscription even though I didn't request for it and let me pay it. I requested for the cancellation of these channels on my first call to them but they did not remove it not until my last call so I have to pay for it for the past months.They also billed me one month advance and there is a charge of late payment. How can it be a late payment when I am paying an advance bill?

Telus is charging me for the last 3 months after cancellation, through my credit card. When I contacted Telus, I was told to give my bill number. I am outside of Canada, and that bill is not with me. Why is Telus cheating people? Is that their solution on how to increase revenue? Which government agency should contact to complain and get compensated?

I refused to pay until they fixed this problem. They would not. it went to collections after several phone calls of me asking to speak to higher ups, no one ever called me. I went to renew my mortgage, was turned down. Now 4 yrs later, I am still in the credit bureau. Cannot get a business loan as it keeps coming up on the bureau. And yes in 2007, I did pay the balance owing in full ,as I was backed into a corner, and am still suffering the consequences, even though I was robbed.

I just found out today that it’s actually 4 months before your 3-year contract that you're actually eligible for a phone upgrade. If I knew that when I signed the 3-year contract, I would have signed a 2-year contract rather than a 3-year.

I also think that if I was told this the time I signed my contract, that it should still apply to me. Considering this is what I was told when I signed the contract. And if they did go about changing it, then Telus should have sent out a letter letting people know.

I then called Telus and had my complaint escalated as I was not happy with the fact that no one called to say they were running late and the tech told us he had received the work order at 1pm. One Zaid from customer care called back. I explained the situation and told him I did not feel I should have to pay for the $100.00 service call as they made an error sending the tech out and no call was made to let us know there would be a delay, I explained that I understand things happen and sometimes installers get stuck at jobs but a call needs to be made to the customer to let them know and that in this situation there was an error on their end as they did not even set up for anyone to come out until after my appointment time slot. The customer care agent did not agree with me and told me they don't guarantee any times and they are approximate only and he would only credit $25.00. I told him this was not right as it was clearly an error on their part and he went on to disagree with the feedback I was giving him. I asked to speak to someone higher as I did not like the fact that he was disagreeing with my feedback and he told me there is no one higher than him. I said fine and to apply the credit and I will just contact their head office. After the call I did a lot of thinking and it really bothered me that he did not feel they were in the wrong for the time issue and I totally disagree. If they can come anytime without calling to let you know they are running late, then why would they not set the appointment up between 8-5pm.

I have called Zaid two times now for him to call me back as I don't want the credit. I work in an escalation department for customer service of a very large company and I take customers' feedback very seriously. I feel that if Zaid is in a similar role, he should be as well and not disagree with the customer to save $100.00, in the long run he may have cost the company thousands of dollars from word of mouth.

I think the best approach to this situation would have been to apologize to the customer and recognize that an error was made and take it up with the parties involved to ensure this does not happen to anyone else. Instead he was very defensive and did not want to consider the feedback as he felt like the company did nothing wrong. I will be sharing this experience with everyone I know. I was a Shaw customer and, unfortunately, cannot use their services at this time, Shaw is not perfect and I did have things that came up along the way but it was the way they handled the situation that keeps me inclined to promote thier business.

Two stores out of the three said we could easily trade phone numbers without any cost to us. I wanted to get the iPhone4 and simply renew the contract. So just to clarify, I would have the iPhone4 with my number from the Motorola transferred to it, and she would have the Motorola with her number transferred on it. OK? A simple swap of phone numbers, so it seemed. One store said we would have to purchase some SIM cards to do this. All we wanted to do was to swap numbers. Put her number on the Motorola and put my number on the iPhone4.

The next day, I asked my wife to call the Telus Loyalty Department just to "confirm" we could actually do this. Apparently, they are the ones that have the power to swap the phone numbers and Plans. They said "yeah, no problem! And it won’t cost you anything extra! Just go to any Telus store and pick your phone and we'll do the rest“. I thought, cool, let’s go!

When we got to the Telus store in Walnut Grove Langley ("Voted Best 3 years in a row") I told the sales rep exactly what we wanted to do, Swap numbers and get the iphone4. I told her Telus Loyalty said it was fine and wouldn't cost us any extra to swap numbers. She said with excitement, No Problem! So we went ahead with the deal.

40 minutes later after paying for the phone and nice otter box case, transferring contacts from the phones, the lady said, "Oh no, we can't swap numbers! ". I said why? She said, "Let me call Telus Loyalty". OK? So another 35 minutes go by with the sales rep explaining to Telus Loyalty and trying to work some deal out. I'm totally exhausted by now.

All I asked for was to swap numbers and renew phone contract which I previously and repeatedly confirmed, and if I could do this without any extra cost or difficulty. Both the Telus Loyalty Department and the Telus store(s) said it would be "No Problem!” before I purchased the phone, the case and before they transferred all the contacts and spent 1 hour and 15 minutes so far. So now I get on the phone with Telus Loyalty, and they say "Sorry, we can't do this?"

This is Crazy. I'm thinking, now what do I do? I firmly explained to the gentleman that they had told us an hour ago they could do this. They said, "Who told you that?" I'm thinking vividly with passion **! I said "This is Totally Unacceptable". It goes silent for a moment.

He apologizes and excuses himself from the call and 10 minutes later comes back and offers me a deal. Not Service to make things right with a long time Telus client, but has the bells to offer me a "deal". I feel like I'm in a movie. This can't be real. Please make it stop!

So I'm completely exhausted by now after what feels like hours on end, I say faintly to the guy "ok what’s the deal". He says, "Wait 14 days and we'll swap the numbers for you and waive the $200 charge it would cost to switch plans, as long as you go on another data plan.” This is in addition to the plan that they already signed me up for on the iPhone4.

I thought to myself, how could they do this to me after all those years I've been a faithful customer? (10 years or more) Not only did they avoid making it right, but bullied me and squeezed me into a corner to make more money off of me by the time it’s all said and done.

So to make a long story short, I said “OK. So just to "confirm", I'll come back in 14 days and you'll swap the phone numbers at no extra charge right? Waive the $200 fee right? Only if I go on another monthly Data plan right?” And of course the gentleman said, "Yes, that’s right".

So just to protect myself from any misunderstanding, I asked him to make a note of it in the account. He said he made a note of it and everything will be fine and that I have nothing to worry about. So just before getting off the phone, I confirmed once more " so when I come back in 14 days you will have this all noted right?" He Said, "Yes. I said "thank you, bye ".

My family and I are asian descendants, the family before us are not. The first thing came to my mind was that we just were object of descrimination by Telus employees. The family in front of us got the full promotional gift, and we had to beg for it.

4 months later, Optiks TV channels cut off after free service ended with no warnings. I called technical support and was rudely told to call and order the channels during office hours. Next day, I called and ordered the channels and was told I would have the channels in 10 minutes to 24 hours. This is where it gets fun. I've waited till next day, called them, they don't seem to know what's happening. CSRs seems clueless as to what the problem is. I was asked to be called back when issue resolved, They also wanted me to go though the list of channels I ordered for the 2nd time. I waited rest of the day and no call. I called the next day, asked for this issue to be escalated and to be called back. They also wanted me to go though the list of channels I ordered for the 3rd time, waited. I called again as I am starting to get really annoyed and was told that there is an error with their new system. My order is locked in their system and there is nothing they can do until one of their crack troubleshooting teams is on the case, Monday morning.

I called on Monday, same answers was again. I was asked which channels I ordered for the 4th time. I demanded to talk to a manager or a senior tech. I waited for nearly an hour, finally talked to someone was given the same old story on how my channel order was stuck in their system. There is nothing they can do till their crack team can fix my issue. Cutting them some slack, I waited all day Tuesday, no calls. I waited till noon today, issue still not resolved. I asked to get this escalated, again, I have to wait for a call, maybe in 4 hours.

Seem like they are intentionally keeping me in limbo, well the squeaky wheel gets the grease. I'm posting this on my tweet page, Facebook and any forum I can find, nothing better then a little advertising. Anyhow, thank you for letting me blow off some steam.

A number of months ago, I was having all sorts of Internet problems (very slow speed, signal drops) and had enough of Telus's service. I called to voice my displeasure and was told by their Rep who I spoke with that they would drop my Internet price and it would remain that same price for 'as long as I remained with Telus for Internet service'. I asked to verify 'No Increase?'. I was told no increase, basically, they lied to me.

I called again and they said that nobody was home. They told me that they left a note but nothing was there. I was at home all day so they were almost calling me a liar. I spoke with the escalation manager named Denora who seemed not too familiar with the case so she promised to call me back the next day with all the information--but she never did.

After I called for about four more times, she called me back stating that she is looking to see if Shaw would be releasing the number. Anyway, a week has gone by and nothing happened. Now, I ask, what do I have to do to have their services besides calling and not letting myself spend all this time chasing escalation managers and so on? All this is very bad for business. Telus may be cheaper but they have to really change their ways to do business.

I have just returned from China to find out that the pre-authorized debit from my bank account was abused by taking approximately $444+ dollars from my account in November, 2010 with no explanation. I put myself on automatic withdrawal as I would be in China for several months. Of course, I should have never trusted Telus because I have not received any bill copies since my arrangements were made and I have no idea what has been taken except from my bank account. This was for the number **.

I know from the number of complaints on the web and from others whom I have talked to that I am wasting my time sending this to you but what the heck, it helps me to vent. I wish that someone with a backbone in this country would take up the cause and have the trunks opened up so that there would be a fair competition and not disguised monopolies, and companies like Telus would not be able to get away with what they did. Read all the complaints and talk to people about their experiences with Telus and you will quickly find out what I am talking about. Thank you for reading this as I know it will just end up in the recycle bin in cyberspace.

I am out over $200 in long distance calls to Canada in trying to get proper internet connection with Telus. It was never fixed. I have been charged over $444+ that has never been accounted for. I am a doctor so the bill of the hours that I dealt with these ** were around $3,000 to $4,000. This had caused my new wife stress in dealing with the internet and getting no satisfaction for a month with Telus. This is for **.

Ok. Paid the bill and make it clear account is closed and I will not be receiving any more bills. Assured over the phone that account is closed. No bill November. Bill in December. Phone in to ask why they are still sending me bills. First guy I talked to mentioned there was a cancellation note on my account but account was not cancelled.

Put through to another person who started asking me same questions again and said account was not cancelled and they had called me in October to ask why I was canceling account. I never returned their call, therefore they did not cancel my account. Had to let them know that it was my decision already.

He then said, “You are not using up all your minutes anyways.” Needless to say, I was stunned. He then said that we could change the number and the fee would be waived. I asked him if it was Telus mobility calling and after a few minutes he said that he checked and it wasn't them. I asked to speak to his supervisor and he gave me a 1-888 number to call. I called and discovered it was the residential line for Telus. After waiting on hold for 25 minutes an operator asked me what I wanted. Once I explained, she said you need to speak to Telus mobility and put me on hold again. After a while an operator asked me what I wanted.

I went through the same explanation and was told they can not block that number; however, they would waive the $15.00 fee so we could change the number. I told them that it was not acceptable and a lengthy argument followed. I hung up. Today the same number called. I answered it and after a pause a woman started talking.

I told her that they were not to call this number again. I asked who was calling and was told it was on behalf of Telus mobility. I told her that the number was on the Do Not Call list and that a complaint was submitted. Once our contract is up, I will be looking at other servers. Telus is the worst communication company to deal with and instead of spending copious amounts of money on their advertising, they need to clean house and hire executives that actually earn their ridiculous wages.

I cancelled the service in October and they again sent me bill for Internet usage for November. I have called them numerous times, has not received any concrete reply. They put me on hold for hours to talk to an agent and nothing happens. I am feeling cheated and robbed. They are not serious and think they will get away, losing one client--I don't think makes any difference from them. I request people reading this--ask your loved ones and friends who are Telus subscribers to review their statements carefully. I don't want anyone else to be felt cheated by this organization.

He asked if there was anything they could do to prevent this, and I refused. He told me I would have a check in 2 weeks. Today, I received a bill from Telus for telephone and internet service for $57.66, showing a credit balance of $241.38 which is $150.00 less than the $398.24 they took on the 11 of October. I called them again, and this time asked for a supervisor. Amal called from Calgary, and she was rude, telling me that she would now request a check for the credit, 6 weeks after I was told it was already requested. She offered to credit me for the amount of time I was billed when I did not have telephone or internet service with Telus.

The problem is that these options were given for a temporary period of one year. So, in essence, what was infinite has now become temporary. Having noticed this right away, I called back to see if Telus could at least extend these options until the end of her contract term which would be another six to seven months. I was directed to the Customer Loyalty and Retention Representative, and that's when things went from cordial to hostile to offensive.

The L&R rep talked over me, the rep had no interest in hearing what I had to say, only that my option was to pay another $10 to switch back to the older CDMA phone to get back the original options or stay as is. I tried to tell the rep that it was not made clear to me that the additional options would be temporary when I made the switch, but, after I had waited patiently to listen to the rep and I started to talk, the rep would continually talk over me saying that there is nothing that can be done.

If the rep had some patience, respected that we were discussing a business matter which is bound by contract, recognized that we were discussing a matter that had direct affect to my personal finances, and practiced a level of professionalism, given time, I would have come around to understand. Then, things got worse when the rep became sarcastic and made joke. The rep asked if my phone was working okay and if I could hear her clearly because the rep felt like she was repeating herself. This was from a customer loyalty and retention representative!

And then, I asked if she was being sarcastic with me and making jokes, to which she replied no. No? Really? I don't understand how a representative working in the Loyalty and Retention department can be so driven to make a customer dislike Telus. I spoke with five reps that night including the Loyalty and Retention rep, and the other four front line reps were very cordial, patient, and friendly, although somewhat incompetent.

The Loyalty and Retention rep was the only one that was hostile, full of attitude, self righteous, sarcastic, rude and unwilling to listen. This could be one of several things--poor training, poor hiring, bad personal day for the rep (which is still no excuse), I was the last call of the day before the rep clocked out and wanted to get off the phone as soon as possible (which is still no excuse), or a combination of above. Whatever the reason, I have lost all desire to stay with Telus at the end of the call.

Due to the contract, my wife is still bound with Telus for the next year and a half, but at the end, we will strongly consider other options. This dislike of Telus was direct result of conversation with Telus Customer Loyalty and Retention department representative. Go figure.

We tried to contact Telus on November 2nd but after 40 minutes on hold we gave up and left our number. We were called back by Christie and then found out that Telus had turned off my internet and network. She told me that they could get me back on stream without coming to the house. Later that day, all was restored. She was great to deal with. When I asked for some compensation for my loss of computer and service costs ($173.59), I was asked to call Telus Loyalty and Retention in Customer Service. She gave me Report # 1027418437 as a reference. That's where Elmo came in who refused to let me speak to anyone in Retention after grilling me as to who I was and how I came to the conclusion that I deserved any credit or compensation. He then told me to contact Telus on the 12th when I was to pay the next Telus bill.

I really resent what happened and the way the problem emerged and the lack of Telus responding to my situation in a timely and appropriate fashion. Telus caused the problem. They should certainly let me talk to someone to deal with it or contact me and deal with it. I have been with Telus for many years in Alberta and BC and believe that I have been carelessly dealt with.

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?