TELUS Opiniões 620

I cancelled my plan 2 months ago. I had overpaid by $230. I assumed I’d be refunded. A month goes by and nothing. I called and was told I’ll get it refunded by the second billing cycle after cancellation. No problem I said. He added a second layer by requesting a refund. Another month goes by and nothing. I called back and was told my refund was only activated when I made the initial call. And if I don’t request a refund, I wouldn’t be refunded. So now that they know, it will take an additional 4-6 weeks…

The WORST company I have ever dealt with. I can't access my invoice to make a payment, so they charge me interest. I repeatedly call, with long wait times, then they put me on hold, and I'm hung up on. They say they will mail my bill, never shows up. Sadly, with ADT sold and Telus purchased the security company, it has been nothing but problems. Now, I have them calling and emailing me to update my system. NEVER will sign a long-term deal with these incompetent idiots. Looking for a replacement! RUN from this company.

As a loyal TELUS customer for almost 20 years, I’m extremely disappointed with my recent experience. I currently have three phone lines, a home security system, and streaming services with you. Despite this long relationship, I continue to encounter unexpected charges whenever there are plan changes.

This has been an ongoing frustration, and unfortunately it has reached a point where my trust in the billing process is gone. Once the contracts on my last primary line and my home security system are complete, I will be switching providers.

Loyal customers should not have to repeatedly deal with surprise charges when making plan adjustments. I hope this feedback is taken seriously.

Still waiting 45 minutes just to get help and been transferred to different departments 7 times. No one knows what they are doing. Do not go with them for fire monitoring

I hate anything technical so when I switched to Telus from Rogers I got assistance from Diontae at the oshawa store.
If anyone from Telus actually reads these reviews then please note the customer service I received from him was exceptional. I didn't have my glasses on hand so he literally did everything for me. Promote this man because he is capable of so much more.
Thank you Diontae for making my purchase so seamless.

Telus wanted to upgrade me to Fiber Optic, I said sure. They sent a tech over, and he said there was "something" missing, and he couldn't do it.

You'd think he'd follow up with telus. You would be mistaken. So Telus calls me again and says they want to upgrade me. I tell them above the previous guy. They say, oh, you're set up now.

They send another tech. Same issue. But now, Telus cuts off my copper, and I have no Fiber Optic. So no internet AT ALL. Did I mention I work from home? they said they could send a tech in 2 weeks. Um, no. I spent HOURS trying to get them to just cancel my service as I used my cell as a hotspot to work!!

Finally, they cancelled my service, and then, I got a bill, which I refused to pay because I'd been told REPEATEDLY by multiple managers that all charges were not cancelled (since it all started with THEIR incompetent people anyway)....

Then, I get a call from a COLLECTIONS agency!! another hour wasted. And just today, 5 months after I cancelled my service, I get a bill for a modem I apparently didn't return.

I have proof I returned it, since the lady at Canada Post said this happened to her too, and her "modem" apparently never made it (even though she would have mailed it RIGHT FROM CANADA POST with a tracking number!!

After yet ANOTHER HOUR on the phone with Telus, they have agreed to reverse this charge..

Now, I'm just waiting for a call from a Collections agency.

I will I could give them ZERO stars. Most incompetent, useless company I have EVER dealt with.

If I did my job this poorly, I'd be fired!!

I will NEVER, repeat NEVER, go back to Telus. I will use smoke signals because I ever go back to them.

Telus retail store at Windsor Devonshire mall. Got the absolute best customer service from Emir. He set me up with a new phone and internet service. Listened to what I needed and wanted and found the best prices and services for me. Couldn’t have been kinder. Go see him!

Wow I was going to write a review of Telus experience, however what’s the point? All you see is horrible reviews yet Telus does NOTHING to fix anything. They really are as bad as all the reviews show. Only in Canada would a company survive this bad without gov help. About time for the CRTC either make them improve or pull their license.

Telus has the worst customer service that I have ever received from a tech company. It started with poor knowledge of product and processes from the sales team followed by installers showing up unannounced then the “customer care” person suggesting that it wasn’t their fault and that they would have to move the final install date back. When I called in to check on the “new” install date they said someone would call me back within 2 hours. NO CALL! The next day I spent another hour on the phone a finally got them to meet the original date which they agreed to since I had managed to contact and schedule the ground work on my own (running of the fiber optic cabling to the house). I took the day off and they even texted me early that morning to confirm they would be at the house between noon and 4, then were a NO SHOW. When I called to follow up, I waited on hold for 1/2 hour only to be told that there was a “system error” and that they would have to reschedule to the following week. I asked for them or a manager to call me back within 2 hours to confirm date and time. NO CALL again! Sooo another 1/2 hour on the phone only to be told that they set up a “new order” and that they would be at my home the following Monday (now one full month since my first call). They couldn’t tell me what time so I asked for a manager to call me again. No CALL! I then spent another 1/2 hour on the phone to cancel the order.

The future may be bright but the present is a cluster of bad representation, poor knowledge, unreliable / missed calls and apts followed by a complete breakdown of the process. For a tech company that sells tech, the only thing that they have going for them is the fiber optic running to the curb. After that, they can’t manage a ziplock bag. I have decided that I will go with Rogers. They picked up the phone right away, (no corn maze for a phone menu) and set up the call for later the same week. There is definitely a light on there! I’ll recommend Roger’s to all my clients now. Oh did I mention that I am a smart home dealer and influence my clients purchasing decisions on 75% of our smart home installs?
Giles Dupas
GiCor home technologies inc.

Worst company. Cannot talk to a person and when you finally do - they are completely inadequate to help you. All I wanted to do was set up a land line. Moving on to a different company - never will I use Telus again.

Promised 3 months free and did not receive it.
15+ emails later, and many calls to Customer Service and still nothing. The Salesperson who made the sale verbally said that I would get 3 months free but now Customer Service is saying it was not in the contract so I am out of luck. Why did the Salesperson not say this during the 15+ emails in the last 5 months???
Telus Customer Service is pathetic.

I’m Telus customer since 2005 but now Telus cellular network very poor in the Calgary city and area. Call dropping, data not working, everyday facing problems

Needed to activate a new cell phone sim and pay for a pay as you go plan. Did everything required on their site and it didn't process the payment, called *611 , 1-hour and 10 min on the phone they had issues processing 2 differend cards that a totally fine, first employee didn's solve and passed the call to the second one that also could not solve, they still haven't fixed the isuue and nobody called back. UNACCEPTABLE customer service.

My contract is for ADT Security not Telus SmartHome, and I get a phone call from one of their employees that I own over $2,500 for equipment they didn't install. All they did was upgrade the security console last year and that was paid for. I haven't received a billing invoice from them in a while. I would like to know when my contract lapses, because I won't be renewing my contract with them. Koodo was terrible as well. ADT was better before it was bought by Telus.

I have been a home service member for Telus for 15 yrs. I have never had an issue with internet or optic tv or home service until now. For 15 yrs they have called weekly trying to sell us mobility accounts. Finally after 15 yrs I broke down and accepted there mobility. And boy what a mistake. Now my cell phone and devices freeze up at home over the internet account. The tv freezes constantly. Tech support says I have to many internet devices which I have had the same for 15 yrs with no issues. Now with mobility I have issues. Telus doesn’t want to fix anything.

It was great customer service, so I thought. I was misled. I was informed that if I purchase the warranty and pay the additional $17 for the month, it would protect and cover me for any breaks or thefts or damage on my phone. My phone slipped and the screen protector cracked. I went back to the store to get a new screen protector and was advised to go online to Tuff8 and request the protector from there. I went online to order the screen protector and was being charged $17 additional to ship the new screen protector to me. WHAT?!?!?! Why did I pay the additional $17 for warranty then? So $34 for a screen protector basically while I have a warranty?! I called Telus Furious!!! Was advised that that's how it is and I am saving money not buying a new screen protector for $30.00. DO THE MATH LADY! Its not saving money. DON'T FALL FOR THIS SCAM ! I am very disappointed in the staff at Telus. I really thought they were being helpful and kind. When instead, they were crooks just like the rest of the Telus company.

I'm visiting Canada and I can't believe how poor the internet is in this region

If I could give a zero I would...

I jave been with Telus over 25 years and this uears bring it back has shown how absolutely terrible there customer service is...

The AI is garbage.
The agents are rude, inconsiderate and horrible

My alarm account was originally with TMC, which was later acquired by TELUS Smart Home Security. Unfortunately, since the acquisition, my experience has been extremely disappointing.

I have now been without alarm service for over two months, yet I am still being billed every month for a service I am not receiving.

I contacted the TELUS Security Acquisitions Department / Technical Support to get the system working and was told that no technician is available for at least another two months, and that they cannot confirm any service date at all. I was also told that I might receive a call to schedule service, and that if I don’t hear anything in a “timely manner,” I should call back myself.

This level of uncertainty and lack of accountability does not seem professional, especially from a company of TELUS’s size and reputation. I expected service and support to improve after TELUS took over TMC, but instead I am left without a functioning security system, no confirmed resolution timeline, and ongoing monthly charges for nothing at all.

If I could give a ZERO, i would. My father had an account with Telus Home Security, custom homes. He passed away in JUNE 2025. Multiple calls, countless holds, sending in the death certificate, they keep sending bills for a service they seemingly refuse to cancel. I'm on hold as I type this, where I have been told they will "work on cancelling" the service, but only for a month. ZERO compassion. ZERO sense. ZERO stars. Crooks. All of them.