Breach of Promotional Agreement

Dear TELUS Customer Relations Team,

I am writing to formally complain about a breach of the promotional agreement linked to my TELUS Internet + TV service.

In September 2025, I subscribed to a TELUS Internet + TV plan for $160 per month. The promotion clearly stated that a free television would be provided upon signing a 2-year contract, which I accepted.

My service was activated on September 18, 2025. I have written confirmation and screenshots from TELUS confirming that the promotional TV would be delivered within 2–4 weeks after activation. As of December 21, 2025, more than 12 weeks have passed, and the television has not been delivered.

Because the TV was never provided, I am unable to use the TV channel portion of the service despite being billed monthly.

I contacted TELUS support multiple times and was told delivery could take up to 10 weeks, which has now been exceeded. I was also instructed to contact Samsung, who confirmed they have no information about this shipment. As this is a TELUS promotion, fulfillment remains TELUS’s responsibility.

I have met all my contractual obligations. TELUS has failed to deliver a core promotional benefit within the promised timeframe. Therefore, early termination fees should not apply.

I am giving TELUS a final opportunity to resolve this matter. I request either a matching competitive offer (reduced monthly pricing with TV services) or immediate delivery of the promotional TV, or an account credit equivalent to its value.

I also request credits for TV services I could not use and additional service credits due to repeated support contacts. All communication must be conducted via email.

If this issue is not resolved and termination fees are applied, I will use this correspondence and evidence for formal complaints or legal action.