TELUS Opiniões 620

For the 5th time in 10 years I have called in to renegotiate my contract for home services for the next 2 years. I get a girl in the Phillipines that tells me what the new price will be and when the contract will start (on my next billing date). I get the contract and they started it immediately (today) and the prices was $30.00 more than what she told me over the phone meaning my bill more than doubled. I waited on hold for 49 minutes for a supervisor after speaking to another Phillipino girl and was disconnected. Telus service is abhorrent. Very frustrating.

I would put less than a star if I could. I am currently on a working vacation. Called them to pause my Internet. Of course they still charge a small payment. But I received the full charge.. now I have to call from a 8hour time difference. I don't believe they will resolve this either.. I wish I could switch to a different provider. But my area isn't covered by anyone else. Can we please stop paying for this terrible service.

Update: looks like I have to call Telus about the same unresolved matter for the 3rd time. I just set up pre-authorized payment and SPECIFICALLY and REPEATEDLY told them DO NOT EVEN ATTEMPT to take the payment before the 29th of each month as that bank account WILL NOT be replenished before then. So, after Telus's assurance, they instead attempt to access the account on the 27th after midnight (BARELY the 27th) and I get dinged with a $5 overdraft charge. (How do YOU spell "incompetence"?) So I have to phone AGAIN fighting to get past the annoying AI to speak to a live person. Then possibly wait hours to speak to a real person and tell them the same thing I've told the other 2 in hopes that MAYBE this person might understand math enough to realize that AFTER the 29th does NOT mean a lower number.

VERY POOR tech support . The AI Bot is very unhelpful and does not direct you to a “live” tech support person.
Continuously get “ I didn’t get that” from the AI service. A really frustrating experience and unable to load App …. And now tech support fellow says he has to reload my account (a second time- prev time a month ago it never was “activated’)
TELUS : you have REALLY dropped the ball in customer service.

I have been a TELUS customer for a long time. However, they disappointed me greatly. In April, I called them to inform them that I am moving to Ontario and to see if I can transfer my home phone services there. After inspecting, they found out No! I said OKAY! So, the last day of my home services will be April 30. Send me an email to return your equipment, and disconnect my home phone. I repeated that to the girl with a foreign accent at least twice to make sure she understood what I asked her to do. That email never arrived until I called to investigate the surplus charges on my cancelled home phone and internet services in July 2025! I was in the middle of a big move and didn't have time to take care of whatever I told them in Vancouver to cancel for me! Since July, I was finally able to return their equipment because I called them again to send me the email with instructions and code, but they haven't paid me back the amount they charged me for 3 months on services that I had cancelled in April 2025! I kept nagging them every week to remind them they owe me more than $360.00, and also, they suddenly took away all my points! I had plenty of points, but right now there are none!!!!!!!!!!!! Very frustrated and disappointed. This D.E.I. hire should be called D.I.E. because it is killing the businesses in Canada, alongside our trust in our service providers.

I am ready to report Telus for badgering and not complying with Canadian laws- RE promotional calls. I have a corporate phone managed by corporate accounts. I cannot make decisions related to my phone. Yet here I am answering calls from TELUS mobility multiple times per week. Horrid. I have requested multiple times to either speak with a manager or take my number off of the call lists INCLUDING our supposed corporate account manager! The people on the line do not deserve my dissatisfaction and Telus is a terrible company for perpetuating badgering phone calls to employ either new Canadians or call centers in other countries. It is bad business practices and terrible customer service. I can appreciate a call once a quarter however three to four times per week in some instances is pure insanity PLEASE STOP!!!!!!!

Telus sent a $115 bill to collections while I was still an active Telus customer with a perfect payment history.

I had cancelled my home services plan but continued my mobile service. Instead of issuing a proper final bill, Telus deleted my active credit card from the home services account (even though it remained active on my mobile file). They never notified me of a final unpaid balance or that it would be sent to collections.

I received no emails, texts, calls, or bills regarding the overdue amount. The first I heard of it was when Equifax alerted me that my credit score had dropped from the 800s to the 600s.

I contacted Telus multiple times - via phone, live chat, and messaging - to try and resolve the situation. A Telus representative finally confirmed that my card had been removed and sent me a text saying I had to contact Met Credit to pay. Met Credit never answered their phone, and when I finally got through by email, they told me they had no file under my name. I was then told to try General Credit Services, which turned out to be the correct agency. I immediately paid the $141 in full.

During that call, General Credit offered me a free TV if I signed up for new Telus services - I told them never again.

This happened while I was in the middle of mortgage approval. The hit to my credit score is permanent and completely unnecessary. This was not a financial hardship - it was a billing and communication failure by Telus, and they have refused to take accountability.

I have kept all documentation of this issue, including the text message where Telus incorrectly referred me to the wrong collections agency, proof of payment, and written responses from Met Credit confirming they did not have the account.

Worst customer service ever! Transferred to 3 or 4 different departments when having issues, having to explain the problem again and again to different people. They have every excuse in the book to not solve the problem…very frustrating to say the least. Will cancel when my contract is over! DO NOT DO BUSINESS WITH TELUS!!

Telus is in complete shutdown mode. The call center does not work. You can read this in every post.

It's a ripoff. I ordered a phone online, I cannot cancel it. There is no call center they say to call.

It is beyond unprofessional. I will hold them accountable on every forum on the net is they so much as bill me. I am cancelling out of this fake artist business.

Telling me to call something non-functional and does not exist to finalize a contract is outright fraud. It is against the law in Quebec.

I recommend a class action suit over this. I have been mislead, tonally.

At least A full contract in damages per client.

The proof is all here, on Trust Pilot!!!

Thanks for listening. : )

I will now update and move Telus back to a 5.

They wrote me back.

All is cancelled.

I will let them build on the call center. All companies make errors in judgement. My suggestion, at least work on a 15 minute response time in the modern age.

Awful web experience
If you want to waste your time on the internet I can recommend no better place to fo it than the TELUS website. Full of feedback loops and offers that appear to be meaningless, TELUS succeeds in ruining your day any time you must engage with them. Just call ( if you can find a number ) because their website simply does not work.
My elderly father's rip off plan just went to month to month and we were trying to change it by buying a new ( reasonable ) bundle. Not possible!
Worse in his current plan he is paying for TELUS Security when he dors not have Telus security... it looks like he even rents equipment that has never been installed.
Its obvious that TELUS is taking advantage of an elderly person here.

Make Reviews count by registering complaints with CRTC Canadian Radio-Television and Telecommunications Commission -check on internet as Trustpilot does not allow links.
Telus licence should be pulled. Long time customer who updated plan due to alerts by Telus. I was on a ladder up 2 stories to repair a Telus camera that went off line for 2 days. I then booked with salesperson John to book an appointment and that my needs would be the same except I would not need the two CO2 detectors and my door lock off plan. Also 3 year term as I wanted to see how the system worked given it is new. Note, I have already been a customer for 7 years. Fee $30
The installer was professional and great. He had an extra camera so I agreed to have it installed instead of cancelling.
I called July 28/25 re billing to sort out spoke with Kadar (Working in Turkey) who stated it was escalated , they will review the phone call and booked return call Aug 2, 2025 between 5- 6 PM. No call does Telus think they can jerk around, lie, switch and bait their customers. Now I am paying more for a 5 year plan when I requested a 3 year plan. Anyone else please register a government complaint, or change.org as TELUS will need to have government intervention to be fined, licence pulled to be accountable. I am sure if one could give a 0 it would be 0. Any lawyers out there working pro bono? This is swich and bait and practices noted on reviews are unethical. Next stop CRTC.
TELUS DO NOT PRETEND TO REACH OUT- Change your business practices or you will have a class action suit. Any other complaints make sure you record them.

I used to recommend Telus a few years ago. They have fallen so far in such a short time it is truly mind boggling. Getting through to service is a pain, you usually get transferred a minimum of 3 times and it is not rare to have your call simply dropped in one of those transfers. On the opposite side, it is extremely rare that anybody you talk to will have even a modicum of helpful support to offer you.

Their security team has absorbed a bunch of other companies but they do not talk to each other at all. No Telus member will give you a heads up on that or even help you get your buildings onto the same systems (even future installs they will sometimes push to one of their other internal companies).

Learn from our mistakes, go with literally any other company and avoid dealing with this complete gongshow of a company. You know it is bad when the service techs these days show up bitching about Telus.

Jerry
my contract for inter net is coming due so i called telus to see what i can do got a price of 52$ per month and told the lady i will get back to them
when I got back to them to ok the and change over
the price went from 52$ per month to 85.$ to 70.$+tax on all price . Shopped around and got a different company for $36.00+tax

I’ve had an incredibly frustrating and disappointing experience with Telus. After moving to a new home, I discovered that the service I originally signed up for is not even available at my new address. Despite this, Telus is refusing to release me from my contract. This feels completely unreasonable — how can I be held to a service agreement for something they can’t even provide?

To make matters worse, when I called customer service to try and resolve the issue, the representative I spoke with was dismissive and condescending. He essentially told me I should be grateful for the discounts I had received and lucky to be a Telus customer. This level of arrogance and lack of empathy was shocking.

All I want is to be treated fairly and not be penalized for something outside of my control. Holding customers hostage in a contract when the service isn’t available is unethical, and this experience has completely destroyed any trust I had in Telus. I will never recommend this company to anyone.

Support services from Telus are the worst! We cannot download our bills due to a technical issue with Telus and after talking to three agents the issue is still not resolved. There is no local support and we've wasted hours trying to resolve the issue. Prior to this, Telus was double charging for the internet which they finally refunded. A big thumbs down for Telus.

problems getting online to pay the bill been waiting now for over a hour and a half very bad service if i had not just renewed my contract with them i would go with some one else

If I could give them 0 stars I would. I was long time Rogers customer and was persuaded to try Telus. Not happy on a number of counts and trying to cancel is ridiculous. I need to talk to a live agent - but there is not one available - I have been on hold for over an hour 3 times without an agent answering the line. I suspect this might be because it is to cancel.

I have been waiting almost a month for a credit that was promised to me 2 weeks ago and when I send a message to get a call back from the escalation department, I didn’t get it. Frustrating

The clowns at Telus failed to process our June payment and double billed us with a stern warning.
We've been with these clowns for 25 years and NEVER missed a payment.
We are VERY unhappy and will be seeking another service provider.

Jeff Zhang was very efficient and helpful at installing cable and internet . Great job .I am very happy. Irena D.