ComplaintsforTelus

• Initial Complaint

  29/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Yesterday I had my sixth conversation with a Telus representative with no resolution. This has cost me many hours and my remote job is at risk due to the poor internet service. All I wish to do is upgrade my copper internet to fiber optic at the same address. I'm being told my unit is not flagged for fiber optic but the cafe underneath me has fiber optic with no trouble so I know there is fiber running to my address. Call 1 Nov 15: Requested call back in queue and never received one Call 2 Nov 16: Asked to switch to Fibre Optic internet from copper. Was told my address was not in the system for fibre. Submitted a ticket to approve my address and was told I'd be called back by at the most 48 hrs. Call 3 Nov 18: Called to inquire about address approval after 48 hours(not called back). Was told no progress was made and request was submitted again. Call 4 Nov 21: Called again to inquire about address approval after 48 hours(not called back). Escalated to manager(Margaret) and was told no progress was made again. Was given Margaret's extension and told she would contact me in under 48 hours Call 5 Nov 23: Margaret contacted me to inform me no progress has been made on my address approval. Knowing there is a business under me wired for fibre, in desperation I tried to set up a business fibre optic account. Was warm transferred to a business division associate and told I would have to wait 3 to 5 business days while my address was approved. Call 6 Nov 28: Margaret contacted me again to ask if I had been contacted by anyone. I had not. She assured me she would keep trying This is unacceptable. My job is at risk due to missing online meetings and the copper internet I do have is testing at 8mbps instead of the 25 I'm supposed to receive. I have no other competitors to take my business to so I'm handcuffed to getting my service from Telus. Please help me find a resolution. Thanks, ****** ****

  Business response

  01/12/2021

  TELUS has a manager assigned to this file, and the issues will be investigated and addressed with the customer as soon as possible.

  Customer response

  07/12/2021

   
  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

  29/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Sir/Madam: I renewed my contract with Telus as an internet provider for my home in Aug. 2021. The contract was that I pay ~ $70/month for 300 Mbps internet service. Our agreement was for 2 years, i.e. ending Jul. 2023. 1) Telus changed my charges for my last bill to $90/month. I complained to Telus, but they justified their change to an offer that has expired Oct. 2021. Of course, per my contract, Telus was supposed to fix the price to $70/month for 2 years, no questions asked. 2) Telus provided a horrible internet service with internet speed of ~ 25 Mbps. I checked this speed many times from different locations in my home using different Apps. Telus sent someone to check the speed, but this fellow did not help with anything, except he was trying to convince us that if we are 3 m far from the internet router, then it is normal for internet speed to drop down (?!). We hope that BBB can help us attaining our original rate with Telus with the internet speed we signed up for, i.e. 300 Mbps. Please, let me know should you need more information. Thank you,

  Business response

  03/12/2021

  TELUS has a manager assigned to this file, and the issues will be investigated and addressed with the customer as soon as possible.

• Initial Complaint

  26/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I upgraded my telus internet to what was suppose to be better internet and better service. Since the upgrade its been crashing continuously and when it does work its upload download speed is terrible and low. I have been on the phone for hours with them. They will send a technician tomorrow yet again. * **** * ******** *** ******* ** *** ******** *** *** *** *** ****** *** **** *** **** ** **** *** ** ****** *** **********. If they cannot provide the service im paying for, I want out of this contract and to leave Telus for good. They are not offering any compensation for not providing a consistent service that im paying for. This as been ongoing for over a month now. Why should I be paying a high price for internet thats not even working? I want compensation for the month since the upgrade and a free booster kit to provide better service to my house. If they cannot provide this customer serivce I want the contract revoked and I want to go with another porvider.

  Business response

  01/12/2021

  TELUS has a manager assigned to this file, and the issues will be investigated and addressed with the customer as soon as possible.

  Customer response

  07/12/2021

   
  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

  23/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We spoke with Telus in early September 2021, and arranged for disconnecting then reconnecting services following moving house in mid November. It is imperative for me to have internet access as I work from home; this was clearly stated in communications between ourselves and Telus. Telus removed equipment re home security from the sold home, yet left some of this equipment in the home by mistake. We were assured that a service engineer would instal cable and internet on the moving date. When we called Telus to ensure this would happen as planned (Friday 19th), Telus informed us that it would be Monday 22nd, as someone had forgotten to book the engineer. We followed up once more with Telus prior to moving and they reassured us an engineer will complete the job. The day before moving, the engineer met with my wife and informed her that he could do the task as fibre optics had been laid but not fully pulled though to the home, so he couldn’t finish the job. We were then handed from supervisor to manager (3 different managers) and on each occasion they promised to call back and renamed on their promise. We were literally ghosted by these professionals. The last manager we dealt with (Lori) rebuked my wife for escalating the complaint and suggested that I can find somewhere to work (rather from home) and a time had been booked for 1st December to instal the cable. Again, promising to call us back on Mo day 22nd with a possible solution, she ghosted us again! I can’t work from home and I can’t work in an office (due to Covid protocol); today is my second day of not going to work; there will be more days this week as I’m sick and can only WFH. Telus’ poor service has had a profoundly detrimental effect on our lives. The managers have each been awful, and we are stuck in limbo. We did everything correctly; Telus messed up and have not been accountable for the mess made; moreover, the escalation managers have been rude, unhelpful and specialize in ghosting clients.

  Business response

  24/11/2021

  Hello, TELUS has a manager assigned to this. The issues will be investigated and the customer will receive a call within 48 hours to address and resolve the situation, thank you.

  Business response

  13/12/2021

  Good morning,

  We can confirm a conversation will be had with the customer when their invoice prints so a resolution can be made in full. 

  Thank you,

  TELUS Manager

  Customer response

  13/12/2021

   
  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. The caveat being that a reasonable solution is found re the billing and that consideration will be taken regarding the inconvenience caused by Telus’ mistakes and subsequent poor follow up; the most recent manager has acted reasonably to date.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  23/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Signed up for telus in 2019 and they were charging nearly double the agreed upon price so I cancelled and they kept billing me. Now there is some insane amount in collections that I cannot and will not pay. The collections company is rude, persistent and doesn't care about the situation. Telus just tells me to deal with them. I only recently found out about the whole thing whilst calling around to see why my credit is all messed up. Wish I never called met credit because now they won't stop. Weird thing is I have telus again now and they never mentioned it when I signed up.

  Business response

  24/11/2021

  Hello, TELUS has a manager assigned to this. The issues will be investigated and the customer will receive a call within 48 hours to address and resolve the situation, thank you.

• Initial Complaint

  22/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So every year our phone line goes out due to the rains. Every year we try to contact telus and it takes them months to come a fix the phone line. We are paying for a service and it still has been yet to be address. They come out and fix it and it works for a bit and than it doesn't work again shortly. I don't have the confidence in telus to actually fix the issue. Why does our line keep going out every time it rains? Why do we keep having to complain about it? This is just poor service in my opinion. Our account is under our phone number which has been provided. Yes we need someone to come out and do a real repair. Not a patch job. Please address the real problem. I am tired of having to contact you telus! Our phone is dead. There is no dialtone. It has been about 4 weeks since the phone hasn't been working and longer if you consider when it only partly works.

  Business response

  22/11/2021

  Hello, TELUS has a manager assigned to this. The issues will be investigated and the customer will receive a call within 48 hours to address and resolve the situation, 
  thank you.

  Customer response

  22/11/2021

   
  Complaint: ********
  
  I am rejecting this response because: Our phone is currently not working. How can your manager phone me? This is your service which isn't working.
  
  Sincerely,
  ****** ******

  Business response

  24/11/2021

  Hello, TELUS has a manager assigned to this. The issues will be investigated and the customer will receive a call or email within 48 hours to address and resolve the situation, thank you.

  Customer response

  25/11/2021

   
  Complaint: ********
  
  I am rejecting this response because: Still wanting it to be repaired. haven't been contacted yet.
  
  Sincerely,
  
  ****** ******

  Business response

  27/11/2021

  Hello, TELUS has a manager assigned to this. The issues will be investigated and the customer will receive a call or email within 48 hours to address and resolve the situation, thank you.

• Initial Complaint

  22/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Nature: Dispute over double billing and bad faith business practice We have had a defective telus security doorbell since April 2021. On (or around) October 28th, 2021, we contacted Telus and we were told that we could cancel our security service with no cancellation fee's ($240 for remaining time in contract), given that the problem was their product. We were also told that we may be eligible for a refund of our fee's back to April. Instead of waiving the fee's, they are now attempting to charge us $770 for cancellation of the entirety of the contract, including double billing for what we have already paid to date. After five attempts at resolving this with Telus through the loyalty and escalation process, we have been told (on recorded lines) that this was an error, was a "system problem" and confirmed that this should not be happening (last contact Nov 15th). We have been promised and assured, each time, that this was going to be taken care of and that we would not be charged this amount. This issue was initially addressed on October 28th, 2021 and 24 days later, they are still letting this go through. We removed auto withdrawal and a stop payment order was issued for Telus attempting to take the funds out for today. We have submitted another escalation, imploring them to follow through on promises made, as well as mention of this BBB report and the potential of seeking legal counsel if no resolution is found. We have made multiple attempts to deal with telus, and we have received nothing beyond lip service and increasing fees that we can only assume are ********* in nature. Please help us reach a resolution with this company, as we are getting nowhere with them and we have no intent to pay these false duplicate fee's.

  Business response

  22/11/2021

  Hello, TELUS has a manager assigned to this. The issues will be investigated and the customer will receive a call within 48 hours to address and resolve the situation, 
  thank you.

  Customer response

  24/11/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 48h has passed and the mentioned plan to reach out to us for a resolution has not yet happened. No resolution provided yet.
  
  Sincerely,
  
  ***** ********

  Business response

  24/11/2021

  Hello, TELUS has a manager assigned to this. The issues will be investigated and the customer will receive a call within 48 hours to address and resolve the situation, thank you.

  Customer response

  24/11/2021

  
  Complaint: ********
  
  I am rejecting this response because: This exact message has already been sent to me with no results after 48h. Telus was contacted by ******* and I today to inquire about any activity on our account. We received the exact same response as before from a representative who was openly upset and about the status of our account, mentioning the "******** ******* ** *** **** ********* **** ***** ******* *********** **** ********* *** *** ********". Telus has more than enough information to fix this issue, yet they refuse to go through with the fix. Following this conversation on the phone, we received an email from Telus escalation team- personnel named Abnar, who stated "*** ****** ***** **** *** ******** **** ******** *** ******* ** **** ******" Yet this ridiculous issue remains.
  
  Please note that there are three business days before the bill is overdue.
  
  Sincerely,
  
  ***** ********

  Business response

  27/11/2021

  Hello, TELUS has a manager assigned to this. The issues will be investigated and the customer will receive a call within 48 hours to address and resolve the situation, thank you.

  Customer response

  05/12/2021

  
  Complaint: ********
  
  I am rejecting this response
  
  No manager has contacted either of us to date- Telus has been unfaithful to their response to BBB. The original complaint has been resolved, however, our Telus internet plan has now been altered without our consent, to remove our unlimited Data limit and is now causing excess charges on our account (Screenshot included). We are also unable to re-activate the unlimited data online as it shows that unlimited data is currently on our account and cannot be added. This continuing ********* activity, without response from Telus, is prompting me to ask BBB to escalate this matter to the next level as Telus is clearly not taking this matter seriously.
  
  Sincerely,
  
  ***** ********

  Business response

  06/12/2021

  Hello,

   

  TELUS has a manager assigned to this. The issues will be investigated and the customer will receive a call within 48 hours to address and resolve the situation, thank you.

  Customer response

  06/12/2021

  
  Complaint: ********
  
  I am rejecting this response because: fourth time this auto message has been sent to us, but no manager has taken the time to contact us. Not satisfied. Escalate please.
  
  Sincerely,
  
  ***** ********

  Business response

  07/12/2021

  Hello,

  The TELUS manager assigned to this concern will try reaching the customer as soon as possible. So far the manager has made 2 attempts to contact the customer without an answered call.

   

  Thank you,

  Jessica 

  Customer response

  09/12/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The only two times we have been contacted from their end was on November 16th- where we were promised this issue would be resolved by the 21st (which it wasnt), and in their email I had submitted to this BBB complaint (attached to email), stating that they had "***** **** ** *** ********* ***** ********* *** ********** ****** ****" and "***** ****** ***** **** *** ******** **** ******** *** ******* ** **** ******* **** **** ** ****
  
  Despite responding to this email multiple times, nobody has contacted us since then, no missed calls or voice mails were left. Since our initial conversation, our internet plan has been changed, removing our unlimited internet (WITHOUT OUR CONSENT), which has now costed us $15 on top of our current bill. We cannot add unlimited internet back onto our account, as their site states we are already paying for it and rejects our request- however when we remove it, our bill decreases...so it appears we are still paying for a service we are not receiving. 
  
  We have contacted Telus multiple times, BBB has been facilitating their automated response of "* ***** ******* **** ******* *** ****** ***", which has NOT happened and we have record of this statement being given to us 11+ times now with no contact by a manager. *** *** ** *** **** ****** *** ** ******* ** *** ******** ** ***** ** ******** ******* ** ** ************ ** *** **** *** ***** ** **** ** ****** ** ******* ******* ******** ** *** **** *** ****** *** ******* **** ******* ** ***** ******** ** ********** ** ******* *** ********* ** ***** ******** **** *** ****** * ********** ***** ** ********* *** ****** *** ** ******* ** ******** **** ***** ************ * **** *** ******** ******* *** **** ** ***
  
  
  Sincerely,
  
  ***** ********

  Business response

  13/12/2021

  Good morning,

  TELUS has tried to contact ***** through their previous contact number provided and was unsuccessful. A manager will now be contacting ***** as soon as possible on the number provided in his response.

  Thank you,

  TELUS Manager

  Customer response

  14/12/2021

  
  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.
  
  Despite my phone number being attached to every complaint filed, Telus finally assigned a manager to call us. The manager was apologetic, reasonable and agreed to all terms to satisfy myself and *******, leading to a resolution of both our original complaint, as well as helped resolve current issues.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  22/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered telus hole security system. They did not inform me of all the fine hidden chargers. Once the installer got to my house he started to tell me of all the chargers I will occur once he is finished. I said I wasn’t informed of those when I called in. I told him to not set it up and it leave. He did I called telus they said they would credit me and not charge for anything. I talked to 2 managers and they both saw the notes on my file. I shipped back all the equipment and not am being charged over $500 dollars for nothing.

  Business response

  22/11/2021

  Hello, TELUS has a manager assigned to this. The issues will be investigated and the customer will receive a call within 48 hours to address and resolve the situation, 
  thank you.

• Initial Complaint

  22/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled some service from Telus months ago. Telus keeps billing. Telus is one of the largest communication providers in western Canada, yet this business is almost impossible to reach. I've waited for hours to get through, no luck. No email address to send to and even Chat didnt work. If you can reach Telus please kindly advise them that account ********** asked months ago to discontinue internet and TV and we are still being billed for TV. We are just handling this account for our father *** ** ** *** ** * ******* ****. Telus please stop, (please note that you, Telus, can verify that the service was never used because it cant be because there is no TV or computer or any electronic devices).

  Business response

  22/11/2021

  Hello, TELUS has a manager assigned to this. The issues will be investigated and the customer will receive a call within 48 hours to address and resolve the situation, 
  thank you.

• Initial Complaint

  19/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is one of the worst companies, we have since cancelled everything that had to do with them. Telus could never after 4 years deliver any internet speed to our residence even though we were only blocks from their main exchange. They managed to only deliver the 15 Megabit service which when it worked was more like dial up speed. They continued to promise faster speed were coming, while they continued to up their prices, this went on for a few years. As soon as a alternate service company became available we cancelled all Telus services and tried to move on. IMAGINE paying 125.00 per month for 10 MBPS service. Well once we started cancelling our services they very quickly back billed us for additional money which was about the 6 or months of service. So from the promised 35.00 per month to 125.00 so a 90.00 dollar back billing change leaving us with a demand for about 600.00 dollars. We eventually got one person who agreed with and said the best they could was lower the bill to 432.80 Unfortunately to protect our own credit rating they were paid under protest ** ******* *** *** ****** ******* ** **** *** ******* ************* *** ****** ********. Telus need to be brought to some sort of justice. The future is NOT friendly with Telus in anyway. ****** *** ******* **** * ********* *** * ****** ** ***** ***** ** ***** ******** ***** * ***** **** **** **** *** **** ******** **** ****** **** ** ** ******* *** * ***** ****** *** **** ***** ** ** ******** ******* ***** We will see who steps up to the plate to help and expose the bad practices of companies like these.

  Business response

  22/11/2021

  Hello, TELUS has a manager assigned to this. The issues will be investigated and the customer will receive a call within 48 hours to address and resolve the situation, 
  thank you.

  Customer response

  22/11/2021

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

  I do not want to speak with these people.  We will instead proceed with representation.

  
  
  Sincerely,
  ***** ********

  Business response

  24/11/2021

  Hello, TELUS has a manager assigned to this. The issues will be investigated and the customer will receive a call within 48 hours to address and resolve the situation, thank you.

  Customer response

  24/11/2021

   
  Complaint: ********
  
  I am rejecting this response because:  We have decided to use a alternate resolution. We have no interest in speaking with people at Telus.

  
  
  Sincerely,
  
  ***** ********

  Business response

  01/12/2021

  Hello, the TELUS Manager has reached out to customer and have done our best to resolve the issue. Due to privacy reasons, we cannot provide full details of resolution, but steps were taken to address and resolve the situation, thank you.

*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. ↩