Telus Customer Service Complaints - page 3

All I wanted to do was update my credit card information for automatic withdrawals. Could not sign in/log in for some reason hence had to call customer service. Was waiting for 2 hours. Finally gave up. Company this size with huge profits owe their customers better service. Very frustrating.

worst experience have had Keepm you on hold foreverjust another greedy company trying to maximizeprofits at customers expense

I tried for 3 hours to get through to telus finally an agent comes on that offered me a mobility plan $5 more than I'm currently paying when the whole purpose of my call was to lower my monthly bill! Seriously Telus I have everything with you but when your own loyalty department doesn't respect you the customer i think its time to look for a carrier that will walk the talk and not just talk.

needed Mobility department and waited from 2:05 until 2:30, call discontinued by Telus. Tried Chat from 2:35 to 2:40, call dropped. Filled out the form 3 more times, no chat, no page. Got a call from Home department who listened, but could not help me. Transferred me to Mobility, but more waiting. A call at 3:15 from Home Services, but no help there. He gave Mobility my home number and I am still waiting. . .3:40. An hour to talk to billing. This is a communications company???

I switched from Shaw to Telus. One of the main reasons was that I could get radio: music stations. Now you're saying that it is on an app and it comes out of my data! That basically can cost me more money! Maybe it's time to switch back to Shaw

A payment I made was not credited to my bill.it was payed by online banking.I phoned Telus. I was told the payment was received but not credited,yet,even though they received it 3 weeks before I phoned. Telus said it would be credited for November. The Telus app keeps crashing and when I try to log in I need a code. From the app. They no longer send paper bills, trying to save trees they say. There's more blah blah about the circle I'm doing. The point is telecommunication companies in Canada are the most expensive on planet earth and they should not be.And Hours! Spent on the phone and Apps updating using my Data and the UNLIMITED data is LIMITED

We bought a Telus eSim online. The card (with QR code) arrived via Canada Post in an anonymous envelope from an unknown mailer. We nearly threw it out as spam. There were no installation instructions included. We called the Telus IT support line, and after 90 minutes wait spoke to a very helpful technician. She instructed us to go to z Telus store to have the eSim ported over to the phone. This was in contradiction of an earlier call to a technician who told us the only way to buy an eSim was online. Telus is mighjtily confused, and inspires no confidence.

Telus is now billing me for an app which I never subscribed too. They claim it's not their fault. It's some issue with android. But they are happy to collect the fee for the app and keep a share. Benefiting from the profits of crime. I hope somebody blows up one of their buildings.

Telus doesn't care about it's customers at all. Once they have your money, you are just left on hold for hours. I will be leaving as soon as contract is up

customer service eg chat representatives always excellent. However, Telus service eg billing, etc is terrible. I have been with Telus since 1991 and would NEVER recommend

I've tried for days now, on hold and I just don't have days and days to be on hold to resolve a 5 minute job. I give up its just not worth dealing with telus.
I thinking of canceling all my accounts now.
Wow just terrible service

Poor service

The WORST service in the world!! Spent half the day shuffled from one department to another. A service call was arranged for a individual unable to set TV himself. Tech left the visit with "initializing" message on screen without ensuring it actually worked. It has not worked in 6 was and a tech has not been back or answered calls. Calls to Telus resulted in many polite responses from reps in the Philippines without any resolution or appt made.

It's a shame this is a Canadian company. Absolutely pathetic service. Would not rcmd this company to anyone!!!

They over billed me and it took 2 hours on hold to resolve the issue.
Why do they think your time is not worth anything. We need the government to step in and regulate these telecom companies as they have zero customer service. With Telus shipping all customer service over seas, you would think they would be able to staff them. Highest prices for service you can hire more 50 cents/hour workers. Time to split up the telecom giants.

Bad , very bad , very time consuming and hard to get through , been trying off and on for 3 days . Finally got an option for a callback . The callback eventually happened and then while talking and providing my last name , either got hung up on or the line went dead . That was yesterday , no other callback happened ,now approx 18 hours later . Tried online chat , got nowhere , tried finding e-mail address , no luck .

This is the second day I've spent 2 hours on the phone waiting for their pathetic excuse of a service to no good effect. The first time I waited 2 hours to get a hold of someone only to find out that the team I needed to contact worked Eastern Standard hours only so try again tomorrow. The instructions provided didn't get me directly in contact with the team needed the next day sending me into another 2 hr long wait for service. Only instead of service I got hung up on after a couple hours of waiting. Calling again won't work as with 2 hours burnt and safe to say another two hours to go to get a human being I'll again be missing the Eastern Standard 7 pm end of their day.

Telus communications have the worst customer service. Our organisation had 16 Telus accounts in 2021 for almost 10 years but as the business grew Telus billing got more complicated and whenever we called or emailed to fix an issue they would mess up and 3 more issues were created. we made payment for bunch of our accounts on one cheque in 2018. But they did not put the payment to those accounts, when we checked with our bank the deposit information showed that the cheque was deposited by Telus. So we emailed telus payment investigation department with all the payment information but till date our bills show an outstanding amounts. Now Aug 5 2022 we are facing the same issue with other accounts the payment was made on Aug 5 2022 and Telus deposited the Chq on Aug 11 2022 but they still disconnected the services giving non payment as a reason. Technically, this cannot be stated as non payment because we have the payment proof and we have deposit slip from the bank showing the deposit information where Telus has the money but even after making payment Telus does not want to resume the services. We have chains of emails each time and we are so frustarted that we moved our 6 accounts to Shaw, cancelled 3 accounts and we requested for more information on 2 of our accounts and waiting a call back from Telus. Now the height is that they are still billing us for the 6 accounts that we moved to Telus and we have the cancellation dates and confirmation numbers for the cancellation that we were given by Telus associates and they disconnected our services for the rest of the 7 accounts that we still have with Telus for non payment of the bill that we technically paid them in 2018 and they are still investigating it.
They do not have account managers for Business and nor their associates have information for the questions we have.

Recently, my sister needed to go into full time care. She tried cancelling her service with Tellus, and i believe, they took advantage of her loss of memory and confusion to avoid the cancellation of her service. I finally stepped in to help, she had requested cancelation in March of 2022, which they didn't, and continued to add charges to the account for a service she had not been usings, and they were well aware of the lack of use. They refused to reverse the charges back to the March contact, claiming all charges were 'valid charges'.

Telus service is terrible! They do not respect customers! They lie and they just like money! They change their words and try to play with customers! What they do is like they just steal money from people!

further to my '50+ yr customer' telus experience submitted Aug 24: well now telus has done me THEIR FINAL INSULT by offering a month's credit. IF i got back aboard their home phone WHICH IS A 5 DAY WAIT TO REINSTALL (and all thanks TO THEIR OWN HAM-FISTED BUNGLING) I would have, GET THIS, a credit of about $13 !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
WOW CHA-CHING MEGA JACKPOT, NOW I CAN RETIRE TO SAN TROPEZ

Telus Mobility False commitments by a sales representative
I received a call from a representative and he offered me to port my numbers from Freedom he has completed the process for porting but NOW TO MY SURPRISE, I FIND THAT THE TELUS MOBILITY SERVICES ARE NOT up to THE MARK AND I DO NOT WANT TO GO AHEAD WITH IT. ..... I AM TRYING TO CONTACT TELUS MOBILITY SINCE YESTERDAY BUT I HAVE NOT RECEIVED ANY CALL BACK FROM THEM..... PLUS WHEN I CALL TELUS HELPLINE THEY PUT ME ON HOLD FOR ALMOST MORE THAN 1 HOUR AND AFTER THAT THE CALL DROPS... I AM DISAPPOINTED WITH THE SERVICES AND THEIR CUSTOMER CARE IS FOUL, I AM SORRY TO SAY THAT WHAT WAS COMMITTED BY THE SALES REPRESENTATIVE IS NOT TRUE...
He said that one SIM card (which I need urgently will be given by the Hastings Street Telus Store for free, upon reaching there the store sales representative told me that you will have to pay $20.40 I paid that money and got the card now I am facing difficulties since yesterday to activate the card and it is practically impossible to contact Telus, the whole point of urgency is of no use when I am unable to activate the card when I need it. Further, I was told that the phone numbers will not change but looking at the email from Telus I do see that all the numbers have changed.
I WILL NOT RECOMMEND TELUS CONSIDERING SUCH PATHETIC CUSTOMER SERVICE.

my recent telus experience is ABYSMAL. im a 50+ yr telus home phone customer but made a VERY BAD choice to try their internet and Optic TV pkg. Long story shortened - these services are so bad and slow (despite about 3 8 hr days worth of online chat and phone 'help') that i had to ditch their deal before the trial period ended. right off the bat it was disappointing when the installer showed up 2 hrs late without any courtesy call. But he got my install done w/ fresh wiring right from the outside connection. My intnet speed was 25 DL AT BEST but never stayed there for long and frequently was UNDER 2 DL!!! and constantly needed reset of the internet adapter. they couldnt fix it and wanted 2 send their troublshooter which might cost me even more $ and time in a fruitless goosechase. Going back to Shaw, my TV is WAY better picture and channel selection and my intrnt speed is over 80dl Telus might be cheap on the whole pkg deal BUT U GET WHAT U PAY FOR. Now they disconnected my phone service (that I wanted to keep going) with the other services I ditched and it's almost 2 days now that i'm still waiting for them to get it reconnected DESPITE MY GOING BK ONLINE YESTERDAY (and before that) 2 GET IT EXPEDITED. I got empty promises that it would happen in those online chat / phone 'help' sessions. IF i can find a non-VOIP home phone service in Alberta I will soon be rid of these TELUS ROYAL ASSPAINS completely. Telus gets a D MINUS from me

I have been happy with Telus' mobility phone service which is consistent and reliable, but I'm not pleased with their raising the prices.

I wish they would update their website to make it possible for us to swap our sim cards online without having to call their customer service.

I am very annoyed that some of their phone customer service people will ask me to give them a positive survey afterwards, which makes me feel extorted in order to get decent customer service. These surveys are supposedly anonymous that the employee should not be asking us directly, and the quality of service we get should not be based on us giving a good review for the employee. It has left me with a bad experience
Because of this, I will no longer do customer service surveys.

I have been with Telus/Koodo for many years as of today I have 3 phones and 2 tablets on account. NEVER have I had an issue with a representative until today, I had the most rude and ignorant (Julia). I am at the point where I am seriously thinking about canceling all services. So mad and upset

i was staying at my sister on buckhorn rd in prince george bc , she said she had optick tv install by telus, but i couldn't watch tv ,and use the internet , everything was on and off , i check her connection ,it's not optick connection like they told her , everything is wrongly install, she pays 139.00 a month for a service that doesn't work.