Telus Customer Service Complaints - page 2

The most terrible service I have ever received. I am so disappointed from Telus's Customer service. After spending 2 hours over the phone no one was willing to listen , emphasize or to help.
Agent name Melodie and Manager Lorrie both were super rude.Talking it over with there incompetent customer service, Both of them did not show any support and did not even try to give us any solution.
When no one was willing to help, i told them I am going to file complaint to CRTC. The Manager name Lorrie said I don't care you can complaint to whoever. I mean wow so unprofessional. And they are just ready to loose their 8 years old loyal customer. I do not recommend Telus for any services.
Good Luck !!

BIGGEST SCAM! Worst business I have ever dealt with! I've been with Telus for over 40 years. They used to be a great company, but now all of their services are over priced, nothing works well, and customer service is the worst I've ever dealt with! Horrible, Horrible company!

I had Telus mobility in a rural area, and it worked great. After a move to the suburbs of one of Canada's biggest cities, I have such bad reception that I can't use my phone, and can't use maps to get me around this new city. Telus keeps insisting there are no problems in the area, despite there being a Facebook page dedicated to reception issues. I'm locked into a contract for another year, so they won't let me out of the contract, despite having NO service. How is this even legal? I can't make phone calls, I can't surf the internet, and the reception isn't good enough to use maps on my iPhone. I'm literally paying money for nothing!

I also have home phone, internet, security and Optic TV. I've had problems with ALL of them, and the security has never been activated, but they won't reimburse me, or let me out of my contract. I have Optik tv, but it won't work, because I don't have enough internet capacity. How can they sell me TV services, and then make me pay for the internet in order to use it??? My internet frequently doesn't work. They tell me I have too many devices hooked up to it, but I'm the only one that lives here, and I only have Telus tv and a cell phone. I don't even have a computer. I frequently can't use my tv and phone at the same time (my phone is hooked up through wifi, so I can get reception). I'm not a gamer, and don't stream music, but can't use my phone to make calls or use the internet, if my TV's on.

I'm now having billing problems. My rate has gone up every month for 4 months. I can't get through to a real live person, so I can't get an explanation, and my bill is impossible to understand online. It has a ton of charges, and deductions, so I can't understand the bill. I need a bill that is cut and dry, that I can understand. I've wasted 4 days on hold, trying to talk to a human being. For 3 days I waited 2 1/2 to 3 hours, only to be transferred and put on hold for over 2 more hours. Then I get a message that business hours are over, and they disconnect me. One day I connected to chat, and requested a call back. They said someone would call me in 15 minutes - but I never got a call back. How can a company legally operate like this in Canada? I'm locked into contracts for services I'm not getting, I can't talk to anyone in customer service, and prices go up every month.

Can anyone tell me, which government agency (or agencies) I can file complaints with, for cell phone, internet, tv, and security problems?

I've been dealing with Telus on both a personal and business level for over 40 years. Used to be great....many many years ago. They have steadily degraded and are now by far the worst customer service organization I have to regularly deal with. Attitude, a sense of entitlement and repeated screw ups requiring hours on the phone to try and fix have made me purge them everywhere possible. I now have zero personal Telus anything and I'm working hard to get rid of them on the business side as well. How a company that started with a "customer first" mantra has become so bad at it is mind boggling to me. Never again Telus and just like this review, I tell everyone that asks just how bad the service is.

Warning!! Do not let this company anywhere near your property! They have destroyed our lawn, ripped up our basement and left us with a new phone number that is a 1-800 number. We have had our phone number for over 35 years...not no more! My advice, try Shaw!

May 17th approximately 130 PM I tried to help my 79 year old sister to resolve a billing payment issue. We speak to Nancy from Telus for about 20 minutes. Despite repeated efforts to allow me (Ellie) to speak on my sister's behalf Nancy refused to listen to anything I said. My sister given permission for me to speak on her behalf because she becomes confused, due to sight and hearing problems. Nancy could no seem to grasp that Bonita has no email, no text ability, no pin numbers etc. Bonita was repeatedly asked and answer many indentifying questions. After about 15 minutes of what seemed like harassment, Nancy accepted Bonita was who she claimed to be and gave us a very questionable cause for the billing issue. The BANK made a mistake. This "error" had been going on 6 months before Bonita lost Telus support.

What a discusting company. They refused to answer my phone call. Boycott Telus.

I have been a Telus customer for years (cell phone). I just got an email a few days ago saying they are raising my personal data block feature another 2.00 dollars. They just raised that feature at the begining of the year. But here is the worse about this email I received. It is only affecting my cell number, not my husband (we both have the exact same plan). I have been trying to find an answer about this, but I can't find anything about the increase. So I don't know if the email was a fraudulent email or if it was a real email. The email actually states the last 4 digit of my cell phone number, so I assume it's legit, but I'm not sure. I can't get a hold of Telus customer service and I hate using the stupid automated chat crap, because that thing does not understand anything you write down. Has anyone else who does not have data on their phone received such email? The email says the increase will happen on May 1 2023.

Over 90 mins on hold to be told. They transferred me to the wrong department. Telus has zero respect for it's customers time.

I have been on hold now for 20 mins waiting for an agent.
While on hold I am subjected to the most mind numbing musack which loops about every 5 mins and has been the same for as long as I can remember.
Why don't you connect to a news radio station or at least a station that has REAL music.
So very tired of the whole TELUS system of No Customer Service !!

We have a monopoly in canada. Telus has no respect for time, lack of follow through from staff, no respect for wait times, poor service and the person signing me up lied about this. POOR CUSTOMER SERVICE

I would like to say as a loyal customer of 25 years I was very disappointed with Telus not helping me in my time of need. The response that is given is that the system does not allow them to help me. As we all know every company has someone who is capable of overriding the system if in fact they felt the need to help. However, using the system as an excuse not to help shows me that Telus truly does not care about their customers, just the money that they can make from them. I will definitely not be renewing my contract when it expires as being a loyal customer of 25 years has earned me nothing. I'm very disappointed that a company that's net worth as of February 1, 2023 is 29.89B is not willing to set up a payment plan for a loyal customer who has never not paid my bill

I was on hold for almost two hours before connecting with an agent, then another two hours with different agents, most again on hold, with no resolution. They messed up my bill since July and now claim they can only go back 1 month to rectify. They follow scripts, behave like AI. Horrible experience left me with no resolution.

Hey I am not happy with your searves and your company is not treating people fairly and your rip alot people off for phones and all your other serves is crap and it is nothing but a headache and your not good company to work with and your company is just a poor company that don't understand any one and you all need new people and your workers are just poor and don't do there job right and have a better business I think you run your business like crap to be honest with you no phone company are good but yours is just crap find new people that can work better and not stupid like really I can do better then you can so really you don't seem like you know what your doing do you I be a better business person then all of you and have people wait on a phone for long it crap that not a business like you all disgusting me and how horrible your business is run by I'm tired to be nice to you and all you do is treat people like crap and all you guys want is money and not thinking about your customers like this is a grown up work not little kids if your going to be a kid then quit

Telus does not care about you, the customer, dispite what they post on their website.

My family has had the same phone number for over fifty (50+)yrs! When my father passed away six years ago, my mother contacted Telus and arranged to have her name added to the billing information, she was told at the time, it had been done. To this day, my mothers name still does not appear on the billing information.
My mother and other family members have tried multiple times over the course of the past six years to update the information on the account (adding my mothers name is our only request,
all other information remains the same) to no avail. The bill has always been paid in full and on time. Today we tried one more time to get her name added to the billing information...We spent over four hour on the phone; 1.5 on hold, only to get the run around and told my mother's name could not be added to the existing account and she would need to open a whole new account,under going a credit check, noted for security purposes, as per Telus policies.
I am baffled and quite frankly very frustrated... common sense has gone right out the window! My mother has held her, originally BC Telephone # & account with my father for over fifty years, now Telus requires her to apply for a new one, going through a credit review before they can give her a new one ????
The credit check is for security purposes... For what purpose? She continues to receive and pay the existing account, whose security is being compromised? She has given them her driver's license but refuses the credit check on principle...

Why did telus Fiber Optik Stop the ocean radio station in Victoria BC. Channel 7032 right in the middle of 24hr Christmas music for the season. They couldn't wait till January 2023. Not impressed.

Telus services are terrible. I told I get a bundle discount will show up this month bill didn't get it. That was 4 months ago.
I tried calling nobody answers phone.
Virtual is a joke.
There is no way to get help from them.

Five HOURS to transfer a phone number. Number was connected to a corporate account. Sat on hold for two hours only to be told I needed corporate, transferred me, on hold for another hour, talked to corporate, then transferred back to consumer to finalize transition another hour on hold. And once there it turns out the corporate section didn't do it properly. Why can't the same person deal with it? And if not make an easy transition from one area to the area. Look up transfer number, easy it says! NOPE not even close in my case. But I must say the assistants dealing with it were very nice, apologetic, not their fault. But really FIVE HOURS to do what appears to be a very simple change.

I ordered a phone on November 25th as it had the best price. After 8 days I called, I waited 2 hours to speak with a representative and was given no eta . The next day I called again as I wasn't satisfied with my call the previous day. I waited 2hour and 40 minutes finally hanging up and sending an email. I received an automated email response. It promises someone will contact you the next day. I never heard back and I opened the app to see if there was an update on shipping and it showed my order was cancelled. I then saw I had just received an email ! We have canceled the order as the device return was not captured. We have refunded your $120 and feel free to place a new order. The device was 20 a month on Black Friday and is now $41 a month


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Absolutely the worst customer service spent three hours on the phone talking to people that seem to know less about their product than I do. It is a continual battle to get any issues resolved with this company.

I have been with Telus since 2003. I have been generally happy with their service until now. My family is on a cruise. We have a dying family member- we only found out after we left. We can't afford a lot of overages. I use the app and all it tells me is how much data has been used but not any additional charges since leaving Canada. I have spent hours of our vacation trying desperately multiple times/different times during the day or night trying to get a live agent just to find out WHERE WE ARE at this point in billing. It is so hard not being able to k ow what is going on with a sick loved one and having no way to get back to them. But this phone thing has been such a nightmare. Can I call? When? Am I going to come home to hundreds or thousands of dollars or debt for trying to check up on my loved one?
When I say I have been a Telus customer - I have 3 other family members as well as 2 watches and 2 tablets. Some are paid and some are on plans. When we arrive home I am finished. It has made me cry so many times on what was supposed to be our 25 year vow renewal ceremony cruise. I am cancelling everything and I don't even care if I have to take a loan out to pay stuff off and get off contract. I will never "owe" this company again. I will never do business with this company again. I pay almost $500 a month normally for all our devices and lines. I hope they feel it.

Visiting family in Cold Lake - the internet and tv services are unstable, poor and Telus equipment likely built by lowest bidder since they are susceptible to Electro-Magnetic Interference (EMI) especially their wi-Fi booster and their cable modem. Their tech are weak and try to feed you BS - thinking we are dumb most likely- not impressed. - I pity Cold Lake people- btw 150mb guarantee is only if you connect by Ethernet not wifi: even by Ethernet I never got pass 65mb. Cold Lake need a fibre optic connection to Edmonton yesterday for sure.

Telus nightmare trying to upgrade to 2.5g. Missed appointments 15+ hours with tech support and still not working properly. They can't deliver on that product so I would suggest to anyone to avoid the grief and look elsewhere fora reliable ISP.

Telus Communications - What a bs name for a company who does not know how to communicate. 3 hours on hold to talk to a "communications" outfit Not once but every time!!!
This is BS.
They fail in every department and simply don't seem to care!
Guess that's what happens when you are so big that your customers don't matter!
Customer for 40 years but always disappointed
Final straw received a wrong bill for $1300 for one months home service. Got apologies but WTF,

what is the point of having phone help if no one ever answers the phone when they call me back?? it just RINGS FOREVER, WELL PAST THE INDICATED WAIT TIME THEY GIVE. done this 4 times today and no chat is available either, they just give U their useless phone #. thank god i'm not a telus customer any more but i still need 2 contact them about my old acct . . .

I think customer service sucks rotten eggs!
Their way of dealing with you is to leave you on hold for more than an hour.
They ad things to your bill without telling you. Then when you figure it out from your bill or they mention it in their phone call with you. If you question them they use double talk and confuse you. Recently I had one waste over an hour of my time and still nothing was settled. My bill is a whopping $189.00 a month, yet when I talked to someone who works for them and lived in my building, he told me I shouldn't be paying more than $130.00 a month!
My two year contract is up. Thank goodness! I'm going somewhere else. I may even drop it altogether!