ComplaintsforTelus

• Initial Complaint

  26/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We purchased a home in June 2024, I rang Telus the week we were moving from our rental to the new home, Telus said they would set the transfer date to the date of possession. Telus cut our internet services off right away, I know this after speaking with a tech support agent after being fobbed off by a customer service agent. We moved to the new home and had a Telus technician come to the new home on the 29th June 2024. After a couple of hours in the house he said that the internet could not be installed due to the wiring, that some units cannot get Telus due to this wiring. I asked him to take the Wi-Fi box and he refused saying he would leave a note on the account that this could not be installed. I rang to cancel a service Telus could not provide and they eventually cancelled, after offering another technician and telling me to contact strata to upgrade the wiring. I recieved an email of cancellation on 8th July 2024. My husband returned the Telus equipment using the code they provided on the 30th July. We confirmed cancellatiom again on 31st July 2024. I noticed after this the charges were not removed from July on the 2nd August 2024. I called again, confirmed cancellation once again and a credit was put on my account updating my account to $0 on the August 9th bill. I have now been billed again for the month of August and September. I have spent hours on the phone to customer service agents over these couple of months. On Monday I submitted a complaint to Telus through their link ***************************************************************** where you can escalate your issue to a management team. I never heard back even though their website says management will respond in one to two business days. My account has updated to cancelled but they have not credited August and Septmeber like ***** ***** have and are emailing ntoifying they will pass this to a debt collector. I would like Telus to clear this account ****.

  Business response

  28/09/2024

  Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. Thank you, TELUS Manager

  Customer response

  01/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  18/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not interested in dealing with them due to their bad business style.Few months ago.telus came to me with a sale ************ that time i thought it was reasonable and i can afford it.but we did nit sign any contract and after talking to their loyalty department we agreed not to go ahead with our promotion.I thought it was the end of it.but they kept calling and texting me regarding providing me with their service .it must be more than 20 to 30 times.i ended up not to response. After may be 2 months.few day ago.telus started calling me with recorded messages again and text messages too. I tried to response to their questions but they always leave me waiting on line.and i end up wasting my time and not able to talk to anybody regarding to me complaint.They also said i owned them $138 and some odd cents.i do not know what they are talking about ? Since i do not have any of their services.I have spent and wasted hours on this matter .furthermore getting unpleasant recordings usually before my bed time.i do not this ti happen to anybody for their peace of mind.that is the reason i call for your help.i do not know how to handle company line this (telus)?

  Business response

  22/09/2024

  Hi ********, A TELUS manager has attempted to reach the customer  with no success. We have closed this complaint as we were unable to reach the customer. Thank you, ********************** Manager

  Customer response

  24/09/2024

   
  Complaint: 22301193
  
  I am rejecting this response because: I do not know what did they mean  ? Am i entitle to an apology and admission of guilt for putting me through this 4 months mess ?

  
  
  Sincerely,
  
  *** ***

• Initial Complaint

  17/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was a Telus subscriber for home services (TV, internet, home security). I moved in July 2024 and placed a call to customer support well prior to this to inform them the date of the move and date services were to be cancelled. They did not properly address the cancellation attempt and I had to callback to get a label printed for return. I was assured that upon receipt of my equipment all services would be cancelled.I then received an additional bill by email. I contacted customer service again in August 2024, who indicated that a cancellation request was requested by me but not actually submitted by agents. After speaking with multiple agents who reviewed my notes they assured me that all services would be cancelled.The following month, September 2024, I received yet another bill indicating it was late, and my services were still not cancelled. I attempted to contact customer service again, who attempted to transfer me multiple times to lines without anyone answering and the call dropping.I have recordings of these calls. I cannot seem to actually cancel the services for an address I no longer live at despite speaking with multiple agents who cannot provide basic cancellation support, and am concerned my credit will be affected.

  Business response

  21/09/2024

  Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. Thank you, TELUS Manager

  Customer response

  23/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  16/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Moved from ********* to ******* April17 2024 informed Telus to move my service. At new house was offered fibre optic better deal new account. Since that date I have been paying for two houses. They did not cancel or transfer the Ladysmith account. I have contacted them every month and nothing. I canceled Telus and switched to ****** because of this. No refund has come and they are still billing me with pre authorized payments to come out. I cannot cancel as they deleated my phone account access. Help me.

  Business response

  17/09/2024

  Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. Thank you, TELUS Manager

  Customer response

  18/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  16/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 30th, 2024, I contacted Telus regarding an unexpected billing increase. The customer service representative explained that the discounts had been removed because my contract had ended. She transferred me to the ****************** to renew my contract and reinstate the discounts.After reaching an agreement, I requested to be transferred to Smart Security due to ongoing issues with my IQ Remote 1 & 2 panels going offline. After hours of troubleshooting, the technical support team identified that the internet connection wasn't strong enough to reach the panels. I was then transferred to the *******************.Ultimately, the ******************* recommended that I rent a Wi-Fi 6 booster for $10/month in addition to the three boosters I already had. Feeling exhausted after dealing with Telus for five hours, I agreed. However, when they tried to process it, the system wouldnt allow it, and I was redirected to customer service, who in turn transferred me back to the ******************. At this point, I was informed that the discount I received for renewing my two-year contract was incorrect. After 5.5 hours of speaking with various departments, I was essentially back to square one. Although I was eventually offered the Wi-Fi 6 booster for free, I received no discount, and my bill ended up increasing.On September 11th, 2024, I contacted Telus again regarding the continued issues with my security panel. The technical support team informed me that the billing department needed to send a new panel, but they were closed, and I would have to call back the next day. After another call and two additional hours of troubleshooting, I still have no resolution. Despite paying my bill on time, I am not receiving the service I am paying for. Once my contract ends, I intend to cancel all services with Telus.

  Business response

  23/09/2024

  Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. Thank you, TELUS Manager

  
  

  Customer response

  23/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  12/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hi Team, I have been a TELUS Mobile and Home Security Customer for many years (Personal mobility account #******** and Home security account #**********. One of their sales executives came to my door (Name - Faizal, Ph: ************) on Aug 26th and he said he will change my Telus plan for 2 lines for $32.50, which includes US-****** Plan with 150 GB and iWatch add-on. He also forced me to take the internet for $72.50 and mentioned that he will add extra $100 credit to my account as there is a special promo going on and I can cancel the internet after 1 month. I agreed and paid him for the prepaid internet. Then, I saw that he opened 1 more line for me (phone number ************), I asked him why and he said he will cancel it after 3 days. Then, he kept on making excuses and stopped picking up expenses. This was such an unethical sale by agent. Also, he told me that the tech person will come to install internet router. No one came with the router and installation. I have tried calling Telus multiple times and I kept on waiting on line with no resolution. Please help me out here.

  Business response

  18/09/2024

  Hi ********,

  A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.

  Thank you,

  TELUS Manager

  Customer response

  21/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a complaint regarding the poor service I received from Telus PureFibre and the mishandling of my home landline transfer in **************. Telus installed home internet service at my residence on August 10, 2024, and since then, Ive faced multiple issues.The day after installation, I noticed that my email accounts were not syncing, and a smart app on my *********** which previously worked fine, was unable to play content. Despite connecting to the service provider, the app would fail after a few seconds, citing network connectivity issues.I contacted Teluss virtual assistant, and a callback was arranged for a technician the next day. Unfortunately, the technician was unhelpful and repeatedly insisted that there was no physical connectivity issue. He didnt consider that the problem could be at the network application layer, and after putting me on hold, he did not follow up on the case.After another long wait on the phone, Telus scheduled an in-person visit from a technician, but when I called to ask why he hadnt shown up, the technician said he was unaware of the appointment. A second visit was arranged for September 2nd, but once again, the technician failed to arrive. When he finally came the next day, he was unable to resolve the issue. I demonstrated that switching to my ****/****** network solved all the problems, proving the fault was with Teluss service. He took photos and promised to escalate the case, but Ive heard nothing ******** well, Telus made an error when transferring my home landline from ****, mistakenly forwarding a different households phone number to my home. For two weeks, I received calls meant for someone else, causing great inconvenience.Ive tried resolving this through Teluss phone lines and app, both of which have been unreliable. I am requesting immediate attention to resolve issue if not the cancellation of my home services and compensation for my wasted time.

  Business response

  17/09/2024

  Hi ********,

  A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.

  Thank you,

  TELUS Manager

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered 50 mbps internet. They sold us home security services internet and tv. Our speed as measured by online speed test services was 7-15 mbps. This low speed resulted in problems with watching tv trouble using internet. Door bell camera not being able to connect all night which is when the service would be needed. We spent hours at a time on the phone which had trouble connecting Also Telus. Many days on the phone. Now our case has been transferred to management who called when I had an appointment which I made clear to Telus that I had an appointment. I was not able to answer. Then no further call. They left a message saying they would call the next day so I waited all morning no call. Terrible customer service.

  Business response

  06/09/2024

  Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. Thank you, TELUS Manager

  Customer response

  10/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was sold an alarm system by a ************************* at Telus who required an upfront payment of several hundred dollars and then over $50 per month. Very shortly after the system was set up, it stopped working. Several window contacts are not working as well as the CO2 detector. I have been trying to get Telus to fix the system since May of this year. I have spent hours on hold with a multitude of tech support agents. I have filed complaints to management. I have tried to email ************************* that sold the system - who continually guaranteed he'd find someone to help but never did - he now won't return my emails. I was finally given contact info for a manager at Telus smart home security named ******* who said he'd help. He tried to transfer me to different people that never assisted and even though he asked that I let him know what was happening, he has now not returned four different messages left with him. I got as close as getting an installer out to my house with the equipment required for the repair but then he said he could not find my account, so he'd get his manager to call. I have his text number and after she never called I texted him multiple times begging him to get her to call. He finally told me he could not do anything and if she won't call me there is nothing he can do - basically told me to stop bothering him. I have an alarm system that does not work that I paid big $$ for and no one at Telus seems to care that it does not work. This ******* individual is an actual manager at Telus who has just cut me off and decided he won't bother helping me anymore. The customer service here is absolutely horrendous. I have a system that does not work yet Telus requires that I pay them $54 per month anyway. I can tell you that there are some pretty massive legal implications here if there is a CO2 issue in my house - and Telus just did not bother to fix the system. I want the system repaired immediately or I want a refund.

  Business response

  11/09/2024

  A TELUS manager has been in contact with the customer to discuss their complaint and will be working with the customer at an attempt to resolve all their concerns until resolved. Thank you

  Customer response

  11/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i got internet and business connect service from telus almost 3 month ago sonce that day every second day i'm spending my time on the phone with telus after 1hrs spending time on the phone no one knows nothing they are all working from home playing with kids wasting our time and we are losing my customer. my business connect phone works only 9 days since i got this service and my credit card machine got disconnected many time while someone paying. even i told them so many time to cancle the plan but no one listen they dont care about our business. i lose my $19k business becuse of very poor service. while im writing this msg on also on the phone with telus since 1hr 37mins. i need to fix my problem asap or cancle my service without any charges. also i need my ****** back. and one thing more please hired professional peoples in team and care about candian small business. thanks

  Business response

  12/09/2024

  Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.Thank you,TELUS Manager

  Customer response

  13/09/2024

   
  Complaint: 22233635
  
  I am rejecting this response because:

  Hi,
  Phone technician was came here today. He tried to fix the phone after that phone is a totally shut down so before that it was saying like service no service service no service but when technician came here today and the phone is totally shut down Internet still keep disconnecting like every 5/10 minutes even I ask telus to disconnect my service. They are not disconnecting my service Since I filed a complaints from that day to till today I lost almost $28,000 business because internet not working then my credit card machine not working. as I told I need to pay my bills rent and expensive if like this keep going will be on the road very soon, so no one helping no one care about us small  business. Please help me out and figure out something. Also, Im uploading video. You can take a look at video and pictures. After Tech came today I dont know what he did phone time is ahead 3hr. Thank you.
  JB 
  

  Business response

  20/09/2024

  Hi ********, 
  
  A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.
  
  Thank you,
  
  TELUS Manager

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩