Telus Complaints on the Rise

Telecom News Editorials Reports Glossary

1:21 am on November 4, 2005 | Category: Business, Telecom Services

As a result of ongoing labour action by unionized Telus workers, the number of complaints about the company’s customer service has risen dramatically.

The CRTC received over 600 complaints from Telus customers last month, more than double the normal amount. Telus management claims that this increase is due to a deliberate campaign by the Telecommunications Workers Union to encourage customers to file complaints.

It is unfortunate that the workers now seem to be approaching this with the deliberate intention of sabotaging their employer. Although their attempts have been fairly effective, it is hard to imagine what exactly they’re trying to achieve. After all, their attitude in doing this certainly doesn’t bode well for future negotiations.

Links: Telus, Strike, Employees, Union, Customers, Complaints.

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I have no idea where this complaint will end up but here goes…Why has Telus decided to charge me more for a service that I do not use..they have put up my phone bill by $3.95 for NOT USING their long distance service.

Comment by J Harland — February 27, 2006 #
Yes, that must be quite aggrevating, but I haven’t heard of anything like it before.

You should definitely try contacting them to voice your displeasure, and see if it isn’t just a mistake on their part…

Comment by Jeremy — February 27, 2006 #
I’m having the same problem described by Mr. Harland.

My home telephone line is used for internet access only, which has been the case for the past three years. Yet my TELUS bill has included a “long distance administration fee” of $4.95 each month which I have refused to pay. The “overdue” amount - with taxes and late-payment charges - reached $200 this month which TELUS is now demanding I pay before June 27 or my service will be terminated.

TELUS agreed at one point that I should not be charged this fee and refunded the amounts I had paid during the preceding six months. Nevertheless, the charge continued to appear on my bill. I learned just recently that my account included a long distance plan — definitely not one I would have chosen — even though TELUS never asked if I wanted one, and there was no information about a long distance plan on my bill.

I’ve been a TELUS (BC TEL) customer for 28 years and have always paid my bills on time. During the past three years, I’ve paid the monthly line charge of $22.86, the 9-1-1 charge of $0.13, and the internet access charge of $37.95, plus all applicable taxes. These amounts have been paid on time every month.

TELUS is not responding to my e-mails and time is running out. I’ve contacted the CRTC but have received no reply as yet.

Comment by Tom Anderson — June 20, 2006 #
I just got charged $216.53 for the 4 long distance call. I had called in to cancel my long distance, but they only took out my long distance plan, ended up with the rocket high bill. I suggest you all transfer to some voip phone service, at least there is a cap.

Burt

Comment by Burt — October 26, 2006 #
I can’t find any place online to send a complaint to Telus. I am beginning to wonder if they are simply not accepting customer comments in order to say the number of complaints they receive has gone down.

This is a customer service issue that I still can’t believe happened to me. What follows is my note I hope to get to Telus. I’ll likely have to send it in the post since there’s no way I can find to email them.

To: Telus Customer Service Supervisor
Re: Customer Service

I purchased a computer from Future Shop on December 13, 2006 and took advantage of the Telus rebate offer of four hundred dollars providing I switch my ISP to Telus. When I returned home I phoned Telus to find out exactly how this switch of ISP would go and what I needed to do. I was told that a new modem would be sent to me within the next two weeks and to then contact Telus and go from there. I waited for the new modem into the first week of January figuring the delay I in receiving the modem was due to the backlog in the post office.

I received a call from a Telus representative Thursday, in the first week of January 2007. I was told at that time I had to cancel my current ISP before the modem would be sent, which was different from the information I received in my initial call to Telus in December. I immediately phoned my ISP and cancelled my service and was told that my connection to them would not be cut until March 1st, 2007, due to the fact that 30 days notice was required before the next billing date.

I then immediately contacted Telus and gave them the information as to when my service would be cut and I asked if this would be a problem. I was told that it was not a problem and also told “ that it was not my fault if the service provider wouldn’t cancel till March 1.” I asked for this to be noted on my file and was assured it would be. The following day I received a curt message from someone at Telus that regardless of the note on my file she was closing it and cancelling the four hundred-dollar credit. I was further told my options were to return my computer to Future Shop for a refund, which would cancel the four hundred-dollar credit or to return the four hundred dollars to Telus. The rude arrogance of your employee was not called for and her call was the third contact I had had with Telus and each of those phone calls had told me something different. All through the switching process I had done exactly as I had been told, and I was under the impression that this was the procedure to switch my internet service to Telus.

I contacted my ISP and found out I could have my service terminated sooner if I paid for the 30 day period, which would have been a minor expense and solved the problem. Because of the misinformation and the curt ultimatum I received from the Telus representative I informed my current ISP that I would be remaining a customer of theirs and please cancel my request to have my account terminated. The four hundred dollars, which I am gladly returning to Telus, is minor and not the issue here. What is at issue is your Telus Customer Service, or lack there of. I had to ask myself if this is the type of service I get now what will it be like once I’m a customer?

I had planned to consolidate all my internet, telephone service, long distance and the family plan for up to 4 cell phones to Telus which is now out of the question. In fact I will now look into moving what services I have with Telus to another company. I am only one small customer about whom you clearly don’t give a damn and this confirms that nothing has changed at Telus and the poor service reputation they have is well deserved. Your customer service representative who phoned on January 5th obviously knows little about customer service. Had she explain that I needed to try and terminate my connection to my current ISP well before March 1st I would have made every effort to do so and none of this service and misinformation debacle would have taken place. I suggest the lady in question receive training in customer service or be transferred to your mailroom.

Comment by Ralph — January 8, 2007 #
All I can say is that I hate Telus. I refuse to have a land line because they are so horrible. I made the big mistake of switching my internet to Telus because I bought a laptop from Futureshop and they offered me $400 off to sign up with telus ENHANCED internet. BIG MISTAKE! I had Shaw Cable Internet for many years and have never had a problem with it. It has always worked and have never once had to call them for technical support for the internet. Shaw is even nice enough to come out to your house and set up your internet when you first get it and they do not leave until they make sure your internet is working.
With Telus they send you your modem in the mail in a box and I still had to wait over a month for them to come over and get my phone jack working.
The WORST part is that Telus ENHANCED HIGH SPEED Internet is WAY WAY SLOWER and MORE EXPENSIVE that Shaw’s cable internet. Since I have had Telus internet I have had to contact Telus Tech support over 6 TIMES in the last 2 months because almost daily my internet will stop working and I will try everything to get it working again and I end up having to call Telus!! TELUS SUCKS!!! They are soo horrible and now because of my stupid decision I am stuck with them for 3 years unless I want to pay $400 to get out of their service!!! Do not make the same mistake I did!!!!!

Comment by Chelsea — February 23, 2007 #
I agree with everyones comments about telus. 14 months ago I got a phone from a telus representative at visions electronics. The advertisement clearly stated this mobile phone was on a month to month basis. I asked the manager at the store and the telus representative and had the representative call into telus and make sure that this was not a contract. 6 months later I decided I no longer required the phone and called in to let telus know. They in turn told me I am in a 3 year contract and can do nothing about it but pay them. I then requested my contract they claim I signed to be mailed out to me. Since that time (8 months ago) I have called telus on a regular basis requesting my contract every time their representatives tell me I will recieve it and there is no problem. I have asked to speak to managers and was given the opportunity( although knowing telus it was probably just another customer service representative). They all have promised my contract is on the way. To date I have not recieved it. CRTC hasnt been much help either I complained twice and nothing has happened even though I was assured it is my legal right as a resident of alberta to see my contract. All I have left to do is take them to small claims court. In order to not recieve a bad credit rating from these crooks I have continued to pay the minimum monthly charge for 8 months while I wait for my contract. I have asked them to freeze my account until this problem is resolved but they just tell me we cant, too bad for you. All I know is that I too used to have 2 mobile phones, high speed internet home phone and long distance from telus but since this whole issue have cancelled everything except for this one phone which I am having problems with. I too am just one small customer that they dont care about but with the introduction of voip and other phone providers soon (hopefully) telus will begin losing many more small customers they dont care about.

Comment by Marcin — February 24, 2007 #
I, too, am now a acrd-carrying member of the anti-Telus crew. I am amazed that a company that once had so much potential has so quickly become infamous for their services and, especially, customer care.
Six months ago, I switched over to Telus high-speed. They seemed to be doing well with our phone service, so why not the Internet, too. MISTAKE!
Because Telus uses the same wire for phone and Internet, I ended up with lousy Internet service as well as lousy bad phone service. It only took six months to get a Telus tech out to check their equipment. He confirmed that the Tellus (not my!) equipment was faulty and out of date. He actually said that he was surprised it work at all. So, he replaced everything and my phone now works properly once again.
Not so the Internet! I have already contacted the CRTC about my phone proble, but they do not handly the Internet. Is it the Canadian Treasury Board or Industry Canada. They seem as good at dodging the complaints as Telus is.

Comment by Paul McIsaac — March 19, 2007 #
Check you phone or internet bill from Telus carefully. The following is my recent experience.
Thanks God. I finally get rid from Telus’s intenet service. I had been using Telus intenet service for 6 years and really supported their business. (I could have been away from Telus if my wife had not been using the Telus email account to receive her emails).
On February 11, I discontinued using the service and returned the modem to Telus via Canada Post on Feb 13. I called the customer service to express my sorrow for my switching from them to another ISP and the customer representative was not happy and asked me why I wanted to have a change. I did not want to say anything though I have thousands of reasons: The service is poor and sometimes their internet service stopped randomly without a notice; the internet is slow and expensive; the internet configuration is complicated; the old modem is not working properly sometime so you have to reboot … So if I stay with Telus these problems will last forever.
Just on March 14th, I got a bill from Telus which charged me $105 for the reason of “Equipment Not Retuned”. It really frustrated me: a 6 year old modem is worth of $105!Can you believe it?
So where is the modem? I contacted with the Canada Post and got my trace code associated to the shipment. It did not take long to locate where the modem is: I submitted the modem to Canada Post on Feb 13 and the modem was delivered to Telus on Feb 15!
Again I called the customer representative and I got back my money but you did not get an apology. So how do you trust the Telus’s service quality? Has Telus ever made mistake to less charge you on their service?
I have heard of many people saying Telus a nightmare. Hopefully, with the advance of the VOIP technologies, Telus monopoly kingdom will be tuned upside down soon. The nightmare will be over!

Comment by Rabbit — March 25, 2007 #
I concidered Telus internet and had phoned and hooked it up, I apparently had a 10 day buyer right to cancel, so I called and cancelled 1 hour later after getting a better deal from shaw. BUT they never cancelled my service like I had asked. They actually hooked my service up to the WRONG phone line. It was never on any bill that I had been still charged for a service I cancelled within my 10 Days. When I cancelled my phone line they back charged my account and gave me a $280 cancellation fee, which made my bill come to over $700 for back charged internet charges. All that time I was connected with SHAW NOT TELUS but was forced to pay because they cut off all of my land lines and at that time only TELUS was providing landline phone service so I HAD to pay. The only money that I was refunded was $160 and that was half of the cancellation fee. So they have now taken me to collection because I REFUSE to pay the remaing balance that I owe them which is $165. I am and will be waiting for my $400!

Comment by Faune — April 11, 2007 #
I spent several HOURS on the phone yesterday trying to straighten out my phone bills — and got absolutely NOWHERE (except annoyed and
frustrated). I used to have two Telus lines into my house, and dial-up Internet service with another ISP. One phone line quit completely (reasons unknown) a couple of months ago, and the upshot was that I had to completely cancel the dead line, and was pretty much forced to switch to Telus for high-speed internet service so that the computer and I could share the remaining line. And, to give credit where it’s due, the switchover part was relatively efficient and I was never really without service.
So — a couple of months have gone by, and my March phone bills (plural, even though I now only have ONE working line) arrive by mail. The bill for the cancelled line shows a credit of $25 (and there shouldn’t have been a bill at all because last month was the “final bill” for that phone line, which showed a zero balance??).
Meanwhile, the bill for the working line doesn’t bill me at all for the Internet service (so I figure it’s about to get cut off because I haven’t PAID for it????). ARRRRRGHGHGH.
So, I call Telus to query the bills — and after about 10 minutes of pushing buttons and doing voice recognition carp, I finally get a REAL person, whose standard response to EVERY comment or question is “please give me your telephone number, starting with the area
code”. In the course of the next three hours, I got put on “hold” three times (and three times the line went dead WHILE I was on hold). I got transferred a couple of times, and my call got dropped both times so the line went dead. And each time the line went dead I had to run the push-button-maze again, only to get a new “agent”
who was dumber than the last one — or dumb in a different way. I got told by one “agent” that he couldn’t look up my billing info because it wasn’t in the computer yet (meanwhile I’m holding the flippin’ computer-generated bills in my hand!!!!). Another “agent” told me it’s
standard for a cancelled phone to generate bills that show a credit (even if there isn’t one???) for the next 4 months after cancellation, and then the bills will stop — at which point I get to navigate the maze AGAIN to ask that the credit be applied to the working line (IF the credit really exists???). Next “agent” told me I’d get 4 bills in a two month period for the cancelled line?? Nobody could tell me IF I really HAVE a credit on the dead line, nobody could tell me why the Internet service isn’t on the bill for the living line, and nobody apparently knows how much the Internet service
should have cost?? At which point I started asking to speak to a Supervisor — and if I thought I’d been in a rat’s maze before, that was
NOTHING compared to the total runaround I got when the word “Supervisor” fell out of my mouth. Apparently the “Supervisors” at Telus have NO mailing addresses, NO phone numbers, and NO names — and they’re ALL “in meetings” ALL the time?? So I am absolutely NO further ahead than I was before (except that I started out “confused” and now I’ve advanced to
“thoroughly pi$$ed off”). I totally “get” why people go berserk and rip their phones out of the wall and stomp on them??
Does ANYBODY know HOW to contact a Telus Supervisor????????

Comment by Marilynn — April 12, 2007 #
Me and my roomates moved into our new home on feb 15 and because he already had internet he just got it moved to the new adress(telus). the internet worked for a month and then all of a sudden stopped. When we called into customer service to see what happened nobody could tell us anything, we heard excuses from “we are upgrading our system and there is nothing we can do” to there is nothing wrong and should be working within 24 hour. Not so. It is now 4 weeks later and nothing has happened, to date we have put in over 10 phone calls and nobody has done a thing. i decided to call on my roomates behalf and figure out what the problem was as i needed the internet also. The conversation started out as he could not do anything until the end of the week if that and the only thing he was doing was putting in an order form, of which we were promised many times already. As the phone call escaladed i asked to speak to a manager which he said there was none available and one would contact me within 24 to 48 hours, so i asked for a supervisor, the response i got was “there are none here to help you as they have their own work to do”. after this i got upset and told the guy i wish to cancel my phone, he did not seem to care and told me fine. I asked him if there was any sort of number i could call to talk to someone about this and he told me to “look on the internet”. The conversation went on for a few more minutes until he cutt of my phone in the middle of our conversation. It is now a day or so later and i have still not heard back from a manager.

Comment by Kaylin — April 12, 2007 #
I like Telus but i am moving so how do i cancel
a three year contract?

Comment by Doris — April 14, 2007 #
We are going through a TELUS nightmare at the moment. We moved on April 11th - called April 2nd to let Telus know that we’ll need to transfer our phone line and adsl on the 12th. Apparently that would not be a problem.
Not so.
On April 12th, we had no phone line and no internet. My husband called them and they assured him they’d look into it and would call him back. No call.
He called again a few days later, at which time they said they are looking into it and that a technician would come out the following day between 2-5 pm but would call ahead and give a 15 minute window.
No call from either Telus or the service person, and no-one showed up.
Husband called again (at this time I have to mention that he had to go through voice recognition hell each time, and numerous wait times and transfers) after which time we finally found that we had a dial tone. BUT, we could only call out - incoming calls were greeted with “this number is not in service” (not very convenient since the building’s enterphone is hooked up to the phone line).
Yesterday my husband called again, and finally after a 15 minute phone conversation where he had to go through the same story over again, the phone now works (only 20 days after we initially called them, and 10 days after it was supposed to). Then he asked about the internet - which of course they had to transfer him and the line went dead. So he had to call back yet again. He got through to someone who told him that the internet transfer was never even processed, even though he’d already talked to Telus about 3 times about it!!!!!! He asked to speak to a supervisor, and after about a 5 minute wait a woman came on the line and basically started the conversation on an aggressive note. After about a 15 minute conversation in which my husband nearly lost it, he asked that a manager call him back - which they assured him would happen this morning (do you think they called???!!!!!)… We are so frustrated right now, and find that there seems to be nothing we can do and no-one we can talk to (he called them this morning and they hung up on him)…. If anyone has any upper managment contact name(s), I’d love to see….

Comment by Rita — April 23, 2007 #
Oh Tel-us how your service sucks!

I just bought a pay as you go cell from telus and at the end of the first 3 weeks (end of time on card) we bought a 50 dollar card and went on our marry way loding the credit onto our account. now if you have this deal you may be familiar with how this works. you call *123, then start to listen to the phone propts. the first promp that comes up is press #1 to lode card into account, i eggarly pressed one as opption number two was being relayed. Well I heard this and pressed #1 as the next opption that was being announced was Press #2 for Credit card payment. Apperantly option number 4 is to pick which featur you want your phone to work with.

The plan that was bought into is the talk 40 plan all eavnings and weekend are free and you pay for day time calles. So think of how shocked we were a day and a half later to find out that a 50 dollar card was spent and we had no more phone service until buying yet another card. We immediatly called the tellus number to see what went wrong.

We called and they verified that yes we loaded a 50 dollar card into our account and that yes it was spent with incoming and outgoing calls. How could this be is the resounding question from me and my husband! We hung up with out much of a fight as we were astounded by what we were told which was that nothing could be done the money was spent and the feeling that we were asking for something with no rashinal.

we called in again, then on the third try after talking to some one else that owns the same type of phone and uses the same “plan” that this had also happend to her, that she fought bitterly with them over phone and then in person (and the fact that she had not used all the card) received a 25 dollar credit back.

Firts: if you start off with a “plan” why would you have to reinstate that choice in “plan” with every top up? (once a month I need to tell them that I want the same feature service?)

Secound: As a consumer, and a new customer to Telus’s talk 40 pre-paid service why on earth would the feature choices be last on the phone prompt system (#4) except to dupe the unsuspecting consumer (me) into loding a phone card into the account and hanging up rather than picking the features first then toping up the account. #1 top up your account useing a pp phone card #2 to pay with credit card #3, well i pressed #1, no point in listening to the rest if they offer the choice you want already, i dont like to wast my time on the phone with automated fantastic for nothing!

Third: Why is there no suppervisor to suppervise customer care emmployees, no wonder they talk to us like that, i would never get away with that working in reception! EI here I come!

Any one else had problems with this?

Comment by Brenda — May 1, 2007 #
Is there someone out there who would be willing to run a dedicated TELUS consumer complaint website, summarize the comments monthly and forward complaints to the CRTC? Every time I have a problem or question I dread facing the call to them. I get different answers from different people, can never talk to the same person, supervisors don’t exist: customer service seems to be some kind of mythological and extinct concept. The last problem I had, the fellow looking at the file said there were multiple cancellations of a service I requested, then realized he had admitted they had made a mistake and started treating me like it was my fault! If someone would start and maintain this website, then public information campaigns could be run, like September could be “everybody check your phone bill with a microscope” month; I think TELUS is making a small fortune in charges for outdated, weird little plans. The power of the internet really could make this ridiculous entity that is TELUS, accountable and maybe get them to stop spending $$$$ on advertising and put that money back into old fashioned customer service with a (gasp) person on the line. Colour me exasperated.

Comment by Esme Comfort — June 19, 2007 #
Hi,
I’m not sure if this has happened to anyone else, but Telus cut our phone line in error. Telus cut their “paying” customer’s phone line! They didn’t even know about until I called them. After speaking to 6 reps, I have yet to get the issue resolved. When I asked to speak to the manager, I was placed on hold for 15 minutes, and then told that the matter was escalated, and I would get a call back today. Hmmm, that was the same line I heard last week. I guess making one’s payments on time for over 20 years is not enough to be considered a valueable customer. Are they expecting me to bribe each of their reps to make it worth their time? They may have been a monopoly at one point, but times are changing. Consumers have more choices, and once you lose one, you’ll start to slowly lose them all. Telus has a long way to go!

Comment by Clare — July 2, 2007 #
I have been a Telus customer for a total of 9 years.To make a long story short much like the previous customer who got roped into a 3 year contract so did I. Previous to this I never had a contract with Telus but I was going to get a phone for my daughter and they offered me an upgrade, which I don’t know why it was attached to a 3 year contract but be the trusting soul I signed it. A few months later I upgrade my older daughters phone and again the salesman called it just an upgrade and said the contract was a formality for the discounted price of the cell phone. I said to Omar but my daughter will be going to the states so I don’t want a contract he said that they will just convert the add on service I currently have to a North American plan. I asked if this would be expensive as I already had experience with roaming charges but he said that there should virtualy be no difference. He also smiled nicely at my daughter and said you have 30 days to try the phone and if you don’t like it you can change it to another phone. She had poor reception from day one but thought the phone was realy cool looking “pink razor” but since I was the one trying to get a hold of her with no success, she admitted that it would probably better to exchange it. When we went back to the store to exchange it the staff was absolutely rude, useless and then they said that they can’t exchange it, they claimed it was water damaged and yelled at us. I called Telus and they did absolutely nothing. She was stuck with this phone. My other daughter’s phone stopped working about 3 months before her warranty went out so I took this one in for repair, this time a different location they took it, repaired it 4 weeks later we got it back and about a month later it stopped working again apparently a software glitch as the tech called it the last time. Only a week earlier the razor also froze and Telus tried to get it working over the phone but couldn’t, this one showing no service. To add to this I tried to change the plan to a North American plan only to find out it was $75 bucks a month not a $10 add on like Omar had told me. Now I have 2 out of 3 phones that don’t work. I have spoken to numerous Telus representatives who just keep passing the buck and changing their mind about whether they would like to help me. I am frustrated paying for 3 and using one phone. If more people are experiencing these problems I wonder if there is somthing that can be done about. Reading all the internet and land line issues I’m glad to hear that here in Ontario we are only cursed with cell phone issues.

Comment by Marz — August 24, 2007 #
Can’t stand Telus.

Made the mistake of signing up for a 3 year plan a little over a year ago in order to get what seemed to be a really great phone for an even better price. Bad idea.

The phone itself was physically defective from day one, the service has been intermitent at best (even when testing the phone from another cellphone in the same room), the software on the phone has more bugs than a three month old bag of garbage (which after getting “fixed” was even worse), and now the phone actually turns itself off and back on at random (ususally when calls come in).

I’ve been complaining to Telus at all levels of the company since the the second month I had the phone and the only two options I’ve been given for resolution of the problem are:

1) Buy out the contract for $500
or
2) We’ll give you a new phone but you have to sign on for another three years of (terrible) service.

No attempts whatsoever to resolve the problems without me having to pay them more money. I had the phone “fixed” once already but only after being told by Telus the repairs weren’t covered under the warranty. That is until I phoned the manufacturer of the phone and had them tell Telus that in fact the repairs WERE covered under warranty.

Unfortunately once the phone returned (almost 2 months later) it was actually worse.

Telus continues to be no help., and I’ve still got 2 years left on my three-year contract.

It’s no suprise their complaints are up. I know other people chained to telus as well and none are happy.

Get your cellphone and service elsewhere.

Comment by andy — September 7, 2007 #
I too have had problems with telus internet service and their call centres. What ever happened to business ethics? We have had a land line with them at the same address for over 14 years. When I signed up for their “high speed” wireless service 3 year contract I was told that it would be “lightning fast”. They mailed out the new modem and my son, the resident IT man, hooked it up. For over 6 months the signal was intermittant. It would work for a couple of days and then crash. When it did work it was painfully slow. Luckly for me we had another service into the home as well, or my online business would have crashed with it. Weeks and months went by with no success. I placed call after call into these so-called “service centres”. Repair tags were issued: a total of NINE in a six month period. Each time the technitions were scratching there heads as to why it kept failing. They tried everything including one call when 6 technitions converged on my home. It failed again. Today I called and cancelled. I finally reached a person in Canada: Calgary. He said that he would like to try one more time to restore the service. I was exasperated. I asked him if he thought telus was being reasonable, since my internet service had not been working for 6 months and all the while I’ve been paying the monthly fee. He wouldn’t comment. He mentioned something about a $120 cancellation fee and I hit the roof! He finally agreed to cancel our service without penalty. What is with these guys?? If I ran my business the way they run theirs I would be in jail!

Comment by Dave — September 12, 2007 #
Telus sucks royal ars.. i hate them and i hope the company fails they are good for nothing skum bags that take your money and treat you rude.. i think everyone can agree.. cant wait until my contract is up because im going somewhere else and lots of people will hear about this… i hope they read this to you stupid good for nothing retards!!

Comment by TELUS — September 13, 2007 #
I wanted to activate a phone with telus and i called them in to activate the phone. My problem was that i had already bought the phone from an acquaintance and if i didn’t activate with telus i would lose that money. I called telus to activate the phone and wanted to activate on my faves student plan. I realize that they can’t see my id so i need to go to a dealer. I go to a dealer and the dealer again refers me to customer service because he tells me that because i have already bought the phone they are unable to activate the phone. I end up calling telus again, i go through 5 different representatives and none of them gave me their name and each of them literally yelled at me and basically told me that i m stupid. I educated them that i can send in a fax or a photocopy of my student id (which is a picture id) and that i work till 6 pm and i need some dealer close to home or some that is open late. All the reps were very rude and it seemed like they didn’t care if i give them my business or not. When i asked to speak to a manager or supervisot they told that they can help me with whatever issue i had. I enquired that if am having complaints about the level of customer service what action do i take? who do i speak to? The rep. told me that he can deal with that himself, even if i have a complaint against him which didn’t make sense. I have received the worst customer service experience of my life with telus. I have put the telus phone on sale on ebay and am going to activate on rogers my fave student plan or bell’s. But i am furious at telus for treating me like this as if my business doesn’t mean anything to them and basically making feel like a dog runing after their service. They made me feel terrible and basically ruined my night. I was very excited to get a new cell phone and activating it. The level of service really turned my morale down and i will never give any of my business to telus again. They really need to clean up their act. I am writing this letter in despair as i dont know who to forward my concerns to. The height of bad customer service is that they got another client care representative posing to be a supervisor which i later figured and he accepted that he is just a pretend supervisor. I hope some action is taken against telus and that telus starts caring about their customers and dont turn the customers away like this. Neither did they lose me as a customer, but also everyone i know because after this experience i am the most anti-telus you can find.

Comment by huma — September 25, 2007 #
A letter I wrote to telus…….Ever since I have signed up with telus internet I have had nothing but problems and hassles. It first started when there was something wrong with my modem. I mailed it to you and then I was billed for a new modem because you claimed I did not send mine back. I gave you the way bill # and I still received bills for it including disconnection notices. I clearly was not at fault and should not have been billed and then threatened to lose my services that I need. I had to make many phone calls to have in sorted out. Each time I was promised that it had been taken care of and yet I was still receiving bill after bill for the modem I sent you which you confirmed you received. I was refused to be allowed to talk with a supervisor and even hung up on.
Around the same time as this I was moving and I was told form one of your employees that because I had a modem I did not need to change my address that I could just plug it in and it would work. Well that was not the case. I had to wait for someone to come out to my house and so on.
After this I had decided I would no longer use you as an internet provider. I phoned to explain why and when I wanted to change providers. At that time I was told you would give me 3 MONTHS FREE SERVICE. Yet another lie. I have been billed all 3 months. Each month I call to talk with someone Melisa, Grace, Marie and then there was Mark dep. Manager telus care. They all lied to me and told me they would take care of it. I would have until SEPTEMBER 28 2007 of free service. Well today SEPTEMBER 28 2007 I received ANOTHER bill for $125.96. I have been lied to, I have wasted many hours on the phone with and waiting to talk with someone with a name filled with lies. I am passing this message along to my family and friends to ensure they don’t have the same problems and stress you have put on me. This is by far the worst service I have ever had. I am not paying the $125.96 as I was promised by 4 of your people that I would have free service for the time and inconvenience you had all ready bestowed upon me.

Comment by Amanda — September 28, 2007 #
my problem is 22 months old.

JOHN WATSON - PRESIDENT OF TELUS, and thru his personal and offical reprsentative SUE BRULLY have been very well aware of this issue for almost 2 years!

telus makes a very concerted effort to take your money and NOT provide anyone to account for over billing, or technical problems.

so far 128 employeees, after innumerable hours of “hold time” have eiether stated “not my job” and hang up, or made promises of call backs, and or service all have completely failed to follow thur.

the number one culprit is Sue Brully manager of the “senior advisor executive customer care team”.
Sue Brully refuses to identify her boss. she makes every attempt to bully you into dropping any complaint about her lack of professionalism, lack of ethics, and to report that she often lies to customers.

by the way - Sue Brully is not well repsected nor liked by many of her collegues. two of these people have verfied that she often lies to customers, and most likely is lying to her boss(es) about the complaints about her and telus.

both of these fellow managers stated that her boss is Roberto CIARLETTA, he shold havde taken effective action a long time ago. he had never answeered his phone, nor has he ever called back.

is this another senior manger taking a fat paychck on the backs of the consumers?

she has lied so often about resolving issues i am surprised that she still has a job. unless that is the job that her boss JOHN WATSON - PRESIDNET OF TELUS, have hired her to do.

sue Brully 416-279-4594, claims that she personally represents JOHN WATSON -PRESIDENT OF TELUS, she continues to state that she is the final word and offically represents Telus and the exective magmt team. - none of which she would provide names for!

does anyyone else want to join in a law suit to get their money refunded?

these crokks need to be exposed for what they are and what they have done!

Comment by bjorn — October 24, 2007 #
Hi there,
Telus mobility is spying on it’s customer computers who are buying music online from Telus, without being informed. if you have a LG8100 and upgrade the phone software version, most probably the Media player wouldn’t work and it is because of Telus system not the LG. I was faced with this two problems. It seems Telus making a history in Canada by it’s scandal of selling Porno on it’s cellphones and going to be a small little Microsoft. Although Internet explorer and Explorer in
Windows operating system are almost the same and because of their interaction it’s not simple to get rid of IE completely, but if you like to experience the same result, just buy a single song and after that just get rid of IE completely then you will see the problem. You wouldn’t be able to listen to the music, you’ve already paid for. It reminds me the same reasons that people start to say “No” to Microsoft. Peace.

Comment by J — October 24, 2007 #
Telus sucks and I finally was able to switch my land phone line to SHAW.

Comment by Telus hater — November 27, 2007 #
Switch to SHAW Digital Phone, it is the best thing you will ever do.

Comment by Telus hater — November 27, 2007 #
I don’t really have to say much other than I’m fed up with Telus. I pay $35 a month for a 1.5mbit line and I had to be locked into a contract.

Telus really needs to compete to Shaw cable. You can get a 5mbit line for the exact same price as Telus’ 1.5mbit. The closest thing Telus has is their 6mbit which costs the same as shaw’s 10mbit connection. What’s the point of paying more for a slower service?

As for their moble service they are robing us blind like every other mobile provider. It’s good our government is trying to get more compition in Canada.

Thank god my contract ends soon.

Comment by Anonymous — December 6, 2007 #
Hi there
I have no complains about the telephone.
but the last tree weeks we had a worker or undercontractor who works for telus,so that guy complaint that he has no money we gave him the cheapest rate, even then he couldn’t paid it at once, so we trusted this “super” man,but ooh one evening the room was empty everything was cleaned out and we ended up loosing 200.– very nice to have people stayng with us,and rip off a small family business, what even bothers me more, how trustfull he was lying, it hurts like hell,if you have to deal with people like that and give them the full trust.
his name is ABDU HI WORKED IN THE RADIUM INVERMERE AREA FROM THE 25 OF NOV. 2007
he had to check the bad connections of cable, here is a phone number 778 828 3738 i can’t get hold of that jerk
he pretended to be so honest that he gave a creditcart number and even paid the first amount,so that i and my wife would believe we would have no problem,but when we realized that he left we attempted to run that creditcart thru but guess what! it was already canceled, this guy is really nows he’s business
he paid 550.– and it should be 750.– but if he is an undercontractor and you pay for lodging he will show you the 750.– bill so he won 400.–
not bad or!!! THE REGISTRATIONS NR IS 11061
I hope you can direct this complaint to the right person or send me the right adress where I could phone and would be able to tell them
I really would feel mutch better
thanks
ed furger
cedar motel

Comment by Ed Furger — December 17, 2007 #
Since I moved to Alberta, I have been an unfortunate user of Telus long distance.

I was not happy with the long distance services/plans offered by Telus and didn’t want to use them, because the overseas places which I would call never had good connection through Telus from Canada. When my family or friends called from outside Canada I received excellent connection. But whenever I used Telus to call overseas I never had an instance of pleasant long distance telephone conversation.

Since November 2007 a Long Distance (LD) Access Charge of $2.95 has appeared on my telephone bill. I called Telus and, after 10 minutes of waiting online, complained about not wanting to use the LD service, but the customer rep. said that you received a notice on your Sept. bill that this charge would start in November and now you must pay it. I said this is unpresidented. Even in third world countries don’t do such malpractice. I have lived on 4 continents and I have never been forced to pay for the service I DIDN’T RECEIVE. This is piracy and CRTC is supporting it.

Telus has created a monopoly and dictatorship in Western Canada. I don’t know about the East. But CRTC, the friends of the the communication companies have been protecting the interests of their friends and not the consumers. CRTC is not promoting competiton but supporting dictatorship in Canadian communication industry.

I hope consumers in Alberta and BC who are not happy with Telus’s services and plans voice their opinions and get rid of this kind of management styles.

Thank you for reading and spreading the word.

An AnonymousSince I moved to Alberta, I have been an unfortunate user of Telus long distance.

I was not happy with the long distance services/plans offered by Telus and didn’t want to use them, because the overseas places that I would call never had good connection through Telus from Canada. When my family or friends called from outside Canada I received excellent connection. But whenever I used Telus to call overseas I never had an instance of pleasant long distance telephone conversation. So I don’t use Telus’s long distance plans.

Since November 2007 a Long Distance (LD) Access Charge of $2.95 has appeared on my telephone bill. I called Telus and, after 10 minutes of waiting online, complained about not wanting to use the LD service, but the customer rep. said that you received a notice on your Sept. bill that this charge would start in November and now you must pay it. I said this is unprecedented. Even in third world countries don’t do such malpractice. I have lived on 4 continents and I have never been forced to pay for the service I DIDN’T RECEIVE. This is piracy and if CRTC doesn’t know about it, it seems to support it.

Telus has created a monopoly and dictatorship in Western Canada. I don’t know about the East. But CRTC, the friends of the communication companies have been protecting the interests of their friends and not the consumers. CRTC is not promoting competition but supporting dictatorship in Canadian communication industry.

I hope consumers in Alberta and BC who are not happy with Telus’s services and plans voice their opinions and get rid of this kind of management styles.

Thank you for reading and spreading the word.

An Anonymous

Comment by An Anonymous — January 2, 2008 #
reasonally sign a three year contract with tellus
i’m lost my scene to my right eye and now going to lost the other eye in less then 6 month due to a tumor .i said to tellus i wish to cancel my three year contract because of my medical condition.they said to me i would have to honor the other phone i have two , i told them i wish to cancel both phones what a bad feeling i have now about tellus. since thet won’t let me out of this deal . a friend of mind from the toronto star and other friends of the toronto sun is now wanting to write a full page article on tellus and tell the public that the people will not stand for this kind of behavior.tellus has alot of complains and is growing quickly.i,m a guy who worked for Canada Special Goverment Agenties now i can say this company tellus cross the public for the last time.the toronto star and sun paper and a talk show is going to air this on tv.

Comment by douglas — February 1, 2008 #
SOMEONE NAMED BJORN wrote comments and asked if anyone would like to join a lawsuit against Telus. I would! Bjorn, please email me at slowalker.1@hotmail.com. Or better yet, give us all an email we can get in touch with you. I suspect there are many of us, and a class-action suit just might get Telus attention!
I am appalled at all the comments here…it has taken us a year to get really mad, and now we have experienced very similar circumstances. We signed up for the high speed internet service while in Abbotsford, enticed by the idea of a new computer. When we signed up, we knew we’d be moving to Chilliwack within the year, so we asked Telus if they provided this high-speed service there. We were assured they did.
While still in Abbotsford we had to call in a few times because we couldn’t get online at all, or the line was really slow. It sometmes took an hour or more of time on the phone, with a tech, to get the issue resolved. We were always reassured that it was “just a minor glitch” and that the problems would resolve. We never really consistently had high speed service though.
Some months later, we did indeed move to Chilliwack, and then the problems really began! I have spent at least 8-10 hours on the phone with Telus technicians in the past year. Every single one told me that “They never should have offered you high-speed service in Chilliwack, because of the line drop. We can’t guarantee high speed service there, you are too far from the main office. They should charge you at a lower rate.”
We had months of slow service, or not being able to get online at all for a day or two. Every time I called in, they would first tell me to “reboot, that will fix it.” Sometimes it would, temporarily,but the problem always came back.
I was on hold lots of times, for 10-40 minutes. I was hung up on more than once. I was told by one tech how to do the online speed check, to see if the connection speed was what it should be. It never was, and when I mentioned this to “customer service” they essentially said that I was wrong, that THEIR test showed the service was fine. When I would repeat that this was THEIR speed test online, and that my score came out much lower that the lowest on THEIR site, they would put me on hold again or simply ignore what I said.
After experiencing a WEEK without service, a tech finally showed up in person, tried to figure out what was wrong, replaced the line to the modem, and then declared that he “found nothing wrong, it’s your computers.” I was incredulous! BOTH computers have something wrong with them? “yes” he said “because I didn’t have to do anything to fix it.” Guess he didn’t know that I watched him replace that line.
Now we no longer have Telus Internet. On my last call to them I spoke to someone named Margaret who agreed that we had suffered enough, and that they couldn’t give us the service they promised. She suggested that we cancel with them and try another ISP provider. I asked her about the charges for the computer, that we had time left or we would be charged the price for the computer. She told me “No, we will waive all fees and computer charges, and credit you for the week you had no service. And we will leave your service on until the end of the week, so you have time to make arrangements with a new provider.”
I thanked her for her help, glad to be done with them!
Well, our service was cancelled the next day and now we’ve received a bill for the computer. We also got a credit on the bill for a hundred something, I guess to partially compensate us for all the problems? I called to speak to Margaret again, and was told that they couldn’t connect me to her, but they would email her and ask her to call me.
No call back, so I called again, and spent a good hour or more on the phone with 2 “customer service” folks, who gave me the run around. They both argued that they had “no notes in the file regarding my phone call with Margaret, so she couldn’t have said that she would waive charges.” Then they said “if she did waive charges, she had no authority to.”
When I insisted in speaking with HER I was told first that “customer service people are not allowed to call customers back”????!!!!! what???!!!!, then that “she (Margaret or any customer service person) “had no obligation to call me back.”
I was also threatened a few times and told that “if we didn’t pay the bill immediately, including the charges for the computer, that we would be sent to collections.”
The final word was that “Margaret is on vacation for a week, and I will email her and ask her to call you.”
Well Telus, we will be persuing this matter, especially after seeing that we are not an isolated case at all, but rather another of hundreds.
To all of you with similar problems, DOCUMENT all conversations with Telus employees with dates and names, and complain to the proper authorities! Bjorn, please get in touch!

Comment by Jessica David — April 7, 2008 #
Since November 2006, when my internet account suddenly was cancelled by Telus, and no record of my having an account with Telus could be found by any employee of Telus that I managed to contact after spending hours and days trying to reach a real person in the Telus Company. Finally someone in the Telus told me that I had to open a new internet account with Telus, that I couldn’t have had a business internet connection which I had always had and always had been charge for and had paid for unfailingly for years. So I was told to open this new account and would only have a so-called “Home” internet line. Then I get a new bill from Telus in the Spring of 2007 .. charging me for a “Business Internet Connection” PLUS a “High velocity Home internet connection”. Excuse me! TWO INTERNET CONNECTIONS THAT I AM BEING ASKED TO FOR PAY NOW? From then on, it has been a cruel mess of incredibly high bills with major mistakes, hours of sitting on the phone trying to connact someone in Telus, being switched from one agent to another, promised refunds, broken promises, extra service charges and charges for thos unpaided bill over-charges that I refused to pay, and miss-information right down to charging our account with a new Nov. 2007 bill of $8 a month for a subscription to North America and 50 International calls. When Telus decided also to charge us for their service for LD connection with our ground line at about 2.95 a month, the employee I talked to about this over the phone, suggested I take their bundle for $4.95 a month which we needed like a hole in the head because we seldom made any Long Distance phone calls. All I wanted was a home internet connection and a telephone line. We are in our 70’s, on a limited income and have no reason for wracking up bills with our telephone company to the tune of over $200 a month. I have kept all the bills from Telus and even the most expert accountant or lawyer would have a problem trying to figure out what was going on with these bills from Telus. I sympathize with everyone who has written in to voice their complaints. Something needs to be done to stop this from happening to the public. If it is some kind of employee Union action against their employer, the paying public should not have to suffer.

PS> I was just told on my last effort to get our Telus Bill back down to “Normal” that we are overpaying on the internet account by over $15 so they are reducing that charge to $31.something. Plus they are refunding the $8.00 a month since Nov.2007 for the subscription to their Internations Call service (North America and 50 International calls). I’ll believe that when I see it happen.
Joyce Charke
April 20, 2008

Comment by Joyce Charke — April 20, 2008 #
After reading through this - and having a totally ridiculous confrontation with Telus this morning - I am reminded that Telus used to be Clearnet, right? And Clearnet SUCKED!!! I remember getting sucked into one of their cell phones, and finding the network so jammed on weekends, I couldn’t get a signal half the time!! Believe me, this is really annoying when you’re calling for a cab home from the club with your date…

I’m posting my letter to them below, as well as a couple of pertinent emails :

CEO Darren Entwistle : darren.entwistle@telus.net

By conjecture, I would assume :

John Watson. Executive Vice-President and President, Consumer Solutions : john.watson@telus.net

Here’s my letter :

Hello,

After FINALLY sorting out an ongoing billing issue with my Telus Internet and Phone Service this morning, which saw your company consistently thwart my attempts to give you my money over the past 18 months, it was ultimately ascertained that confusion between your internet and phone departments had caused the phone service portion of my account to go into default, while my internet services continued to be paid in full through direct withdrawal. This resulted in an odd circumstance whereby my internet services were up to date, while my phone services were in arrears, despite the fact that both services are attached to the same phone number and account.

Furthermore, I was also able to resolve an issue with approximately $100.- in monthly internet service charges that had been somehow transferred, over a year ago, to the phone number associated with my account, despite the fact that I did not have telephone service on this line until May 2008.

I first heard of these issues via an automated call I received at approximately 10 am this morning (Mon, July 14, 2008), and called your offices immediately to try to untangle this ongoing series of errors and omissions on behalf of your billing departments, in regard to my Telus account. Although I had been frustrated in my efforts to find a customer service representative who exhibited a complete understanding of the issues surrounding my account on several occasions in the past, I hoped to rectify all of our collective concerns regarding my payments to your company today, once and for all.

After speaking at some length with an excellent and very helpful telephone representative, who quickly and efficiently found both the cause and a solution to the billing issues I have been plagued with over the past 18 months, I asked if I could have until the first week of August 2008 to pay in full the approximately $300.- balance outstanding on the PHONE portion of my account.

Despite the fact the he agreed fully that this amount in arrears was the result of your company’s error, the operator informed me that he could not authorize such an extension, but would transfer me to the credit department, and help me to explain the issue to them. He did so, and a woman came on the line who, while claiming to be aware of the unusual circumstances, insisted on speaking to me in a very rude and insulting manner, which I would characterize as an accusatory tone of voice.

Despite the fact that this woman claimed to understand that part of the difficulties with my account were that I had never received an actual bill from Telus (an issue I took action on and at least somewhat resolved myself last year without prompting), she demanded the account number associated with my services, and was dismissive and derisive in her speaking tone when I tried to give her the phone number.

While I would be the first to admit that I lost MY cool at this point, this woman’s character, attitude, and conversational stance was frankly inflammatory, demeaning, and ultimately humiliating, and was completely unnecessary and incongruous with the situation at hand!! I am an excellent Telus customer who has gone out of his way to ensure that my account is up to date, despite numerous billing errors on the part of your company! The only thing I am guilty of, is not noticing over the past 8 weeks that the telephone portion of my bill was not being withdrawn from my chequing account in conjunction with my internet service charges, despite the fact that I was assured that this was properly affected when I added telephone services to my account last May 2008.

This experience has left me seriously considering cancelling all of my services with Telus, and in fact I will be calling other carriers today to discuss what promotions they may be offering to customers who wish to switch carriers.

It is one thing if the credit department was not aware of the details surrounding my account, as I understand that their job is difficult at times. However, when they are specifically informed that they are dealing with an honest and forthright customer who is taking immediate action to rectify errors that are not the customer’s fault or responsibility, I would expect that they might manage some degree of common courtesy toward their fellow person, not to mention common sense in their customer relations approach.

I would like to hear that this representative has been at least spoken to in regard to her rude mistreatment of me, and would like to receive a formal apology from her, for her rudeness and implied aspersions upon my personal character. If Telus customer service policy dictates that a customer who dares to so much as raise his voice on the phone is guilty of social misconduct that justifies termination of further discussion of the matters at hand, then this policy should extend to the interpersonal skills of the telephone representatives themselves!!

Thank you very much for your time and attention to this matter, and I look forward to your prompt response, as I am already actively exploring other options in regard to my internet and phone services at this address,

(Signed…)

Comment by Clive Rifkin — July 14, 2008 #
telus promo offer scam,i am still trying to get the problem sorted out, their internet was never installed and their equipment was returned, and received in a-1 condition. they have disconnected my phone after 1 year of hassle,and i still paid my monthly amount plus extra to keep up to date with my account, they kept telling me that they were looking into in .and to no avail they disconnected my phone yesterday july 23,2008
they are too big to care about anyones concerns
i am going to small claims court, i hope that this will resolve the problem. i too have been with telus even before bctel became telus .
their customer care is not real. i hope they go bankrupt and then we wont care for them to tell=us

Comment by caara — July 24, 2008 #
August 12, 2008

This is day 5 in trying to contact TELUS Client Care.

I had on of the first 2000 test DSL modems installed in BC as well as a dedicated DSL line for the modem and of course I went through all the growing pains as they evolved their service.

You would figure that the service would improve over the years but it did not.

So, I started looking at other options and comparing it to my service. Boy was I surprised to find out that my service that I am paying $35.79 a month for was never updated probably from the very beginning. My upload/download usage is 5GB total. I have 3 e-mail accounts and would be charged an additional $4.95 for an extra e-mail. Download speed is 150Kbps if I am lucky. Yes you heard it Folks! $35.79 a month! It could be a deal for you too. So please check your own accounts.

I contacted customer service and waited. So I tried the call back service. Well it rang for 6 seconds and then cut off with no return. So their 3 time call back service does not work.

Finally talked to someone who said I am getting full service for $35.79 a month and by the way they are upgrading all across Canada and it will fix things. She spent 45 minutes not listening to me say that the service and charge did not match and that I felt that I was actually on their High Speed Lite service at $14.95 per month however even that service allowed a whole 10GB per month! Oh and the Plan & Prices are for Special Customers which means after 13-15 years on the Internet with TELUS I am not special anymore…sigh

Next stop was a TacMobility/TELUS outlet at the local mall. The fellow there said that my service and charges did not compute so he phoned TELUS on his number. 45 minutes later and on hold I said I have wasted enough time. He informed me he would get a hold of TELUS and call me. That was 5 days ago. I stopped in the mall yesterday and talked to another person who was there at the time to see if this fellow had any luck. He looked at me and said “oh yeah, they denied your Internet Application”! TELUS Service at it’s best.

Before I stopped at the TELUS kiosk I had already gone to the TELUS BOOT to find a human that could deal with my problem but the security guard said that TELUS only deals with their customers over the phone.

I have used three different phone numbers, waited on hold for hours, talked with customer care staff that do not listen to the customer and will not transfer me to a manager.

I have Internet with Shaw now and my Telephone is being transferred in a few weeks. I can go to the local Shaw office and talk with a real person. The great you in a friendly manner and make sure that you have all the information you need. I mentioned that our cable was installed in the 60’s and they set up a tech to come to our house the next day to test and rewire our house.

That is service as it should be.

As for TELUS, I will try calling again today. Next I will have a Stop order put on the monthly Internet Payments from my bank and maybe I will be able to talk to someone. They can’t cut off my phone service as I do not subscribe with them anymore and won’t have to pay that LONG DISTANCE CHARGE anymore either…YAHOO.

Next step is the Better Business Bureau and Media or as for some, Small Claims Court. One way or another I hope to resolve being overcharged and actually get a refund.

Kathy

Comment by Kathy — August 12, 2008 #
P.S.
Does anyone have any other ideas?

Thanks!

Comment by Kathy — August 12, 2008 #
3 years ago I returned a modem to B.C Telus
through the P.O. as per requested by them within 30 days..For THREE + years I have been getting charged the $99.00 plus interest..what can a person do in a situation like this? I refuse to pay for something I do not have..I misplaced my tracking # I have been to 3 different postal service to try and track it down.
I HATE TELUS…..TELUS tells me there is nothing they can do..I am considering changeing phone service..All they do is try to screw their customers out of every penny they can.. Doreen

Comment by Doreen Jabs — September 10, 2008 #
I just received a letter from a collection agency for a modem that I had returned to Telus six months ago! When I call Telus I’m put on hold and then after 10 minutes am cut off with a busy signal. Of course I’ve since lost my tracking number. The collection agency told me that there were a lot of people in my situation, so I’m wondering if a class action lawsuit is needed. Any thoughts?

Comment by Jonas Johnson — September 12, 2008 #
Telus is not personal anymore, your just a number and they are going to loose our business to Shaw. The people on the other end of the telephone line could not give a ****. We have been with telus for 15 years, phone, 3 cells, and internet. I guess they do not need our business.

Comment by Cathy Goodwin — December 22, 2008 #
I signed up for Telus Internet a year ago, I had a great deal of trouble with the free Lenovo computer. First, when I tried to log onto the highspeed internet, nothing showed up. I tried to install Outlook Express, no success, there were many programs on trial, so I eventually decided to cancel some of them so that maybe I would be able to even work with Lenovo, but, without success. I called Telus several times, a technician came to my place three times, so that I may get the internet and processing done, but, each time, they did nothing. I must have paid a lot of money for them coming to my home. I even asked them if they would take back the Lenovo Computer back, they didn’t. I’m stuck with a computer, brand new maybe, its just sitting on the floor for several months now. My old computer works well compared to the new Lenovo I got for free. I was doing good with Shaw Cable, until I switched over to Telus Internet.

Comment by Clifford Morgan — January 25, 2009 #
Someone may have acquired my address and also my password, it shows up as SPAM detected by Telus. How do I get rid of this culprit that’s doing this to me. I’m disgusted with what it’s doing to me, awful SPAM comes on, on Telus’s list of SPAM, it advertises horrible products to use for sex in bet, etc.

Comment by Clifford Morgan — January 25, 2009 #
I chose Telus’ $20 for 200 minute plan in a 3 year contract (and a Motorola Razr2 PCS phone). I also agreed to try out some additional options like web access and text messaging knowing that each time “I used those options” there would be a charge but I wanted these options in case I needed to download updates from the web or if I wanted to send a text message. Unknown to me, simply by agreeing to have web access, Telus took it upon themselves to send my phone web update requests so each time I used my cell phone, it would check the web for updates and simply by agreeing to text messaging, Telus decided to send me daily informational text messages each of which cost me an additional $1.00. I was not a heavy cell phone user but I typically used my phone 3 or 4 times a month and I never sent a text message or checked the web myself but my monthly bills were close to $70.00 for this $20/200 plan. That is gouging the customer.

Comment by Karl — March 19, 2009 #
Everyone is asking, “What can we do about Telus?”
Including myself. What can we do?
Since individual customers can’t afford accountants and lawyers nor do we have the time or money to spend creating class action suits against Telus … maybe we could have a TELUS PROTEST DAY!
Everyone cancel their phone connections and internet connections with Telus! You think maybe the big guys running Telus might get the message?
Switch to another service.

Comment by Joyce Charke — April 19, 2009 #
Recently me and my wife have moved to a new home (No Outlets) But I was told by the construction company that we have Dual Outlets. An Outlet with Cable and Telephone lines. Which ever company we contact will use that line. So I called all companies (Cable, Security, Utilities, and Telus Telephone) to come during a week to set everything up.
I contacted all companies twice to confirm Date and Time of appointment since Technician needed to come to the house to setup their equipment. First Utilities came all on time, and set everything up. Then it was the Cable company Once again it was smooth sailing. When I placed the appointment with the Security company they stated that an Active Telephone line must be present in the home which was why I booked Telus on Thursday and Security company for Saturday.
Well Thursday came and I stayed home all day (they were supposed to come between 2-6) and charge me $30 to install outlets. At 5:30 and no technician I became abit concerned so I called Telus to confirm appointment. They stated that technician had already come. When I explained that noone came they argued stating that he came and left and that Telus does not install Outlets. I requested to speak to Manager which I got “No managers are in the office at this time” which I find hard to believe because their is always someone running an office.
So I requested another technician. They wanted to bring someone over on Wednesday. I told them if I did not get a technician out here by Saturday I was canceling my service.
They did not seem to care. So I let them go and was Angry of how I was treated. So I called back and spoke to someone else. This time I explained to them what happened and said “If I do not get someone out here by Saturday I am canceling my Phone and Cellphone” Again they were not able to get a technician out here till Wednesday. So I said Cancel my service. She had the nerve to ask “Is their anything I can do to keep you as a client” I said “Yes get me someone out here ASAP!!!”, I get “Sorry sir that I can’t do” then I cancelled my service.
I then called the cable company and had a Technician out to the house within 2 days. With No charge and unlimited Canadian and United States Calling. 1000 Free International Minutes. And I get all features including 3 Way calling, voice Mail, Call Display… and all Telephone Features.

Oh and 2 days later I got a Call from Telus ” Hello I am the manager here at Telus, Anything I can help you with?” I said Yeah “Get off my phone and never call me again” and I hung up. I am now Officially out to make sure EVERYONE I KNOW Does not use TELUS as their provider.

Comment by Houneidi — April 20, 2009 #
On April 22th I received my Telus invoice, expecting it to be my final bill after cancelling on March 15th due to problems with the inability to receive and send texts and incoming calls for two weeks. On this current billing they had charged me for the ongoing April to May charges. I called them to complain about the bill and they said they would cancel the service effective at midnight tonight. I told them that if they didn’t backdate the canellation to March 15th, they would have to take me to collection for it.

Now how do I find an ombudsman to dispute their claim? Your help would be appreciated.

MM

Comment by Miranda — April 22, 2009 #