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Fraudulent second Telus account created by Telus door-to-door salesperson
In an effort to improve our Telus Internet service, my husband negotiated a digital contract with two salespeople who came to our door. We checked credentials and they had our latest bill information so we went ahead. Not only did they not send us a copy of the contract, we discovered after losing landline and tv service that they had opened a second account at our address and transferred our current services to that account in order to receive a commission. We caught a technician attempting to install a second fibre line to the house and canceled that. When we were on the line to customer service, the salesperson twice called us telling us to hang up as he was fixing things. When we canceled the second account through customer service, we lost internet, tv, and our long-standing landline phone number. We never did hear back from the sales person after that, plus are left without any Telus services for eleven days, the soonest we can get the next appointment. From our observations regarding the number of technicians who appeared without notice during the installation of the scam, it seems that Telus contractors are too busy with their underground business to attend to legitimate customer service.
Hey Tama1pi2 -
We’d like to make this right. Please feel free to send us a private message to TELUS_Support with your account details. Thanks for your patience — we appreciate you bringing this to our attention.
4 Replies
First not a scam. Retired telus customer service rep. Commissions are given out not based upon a account number it's based upon how long does a customer have the service must be a minimum of 90 days so adding a extra account doesn't get you commissions. Also I processed a lot of orders over the years (28 years with telus) what i found that causes issues are address. Example you may say you live in Victoria but we find your service is actually in greater Victoria like colwood and your mailing address however is Victoria. Or you say you live in cold lake but we have your service showing as grand centre. Or we show your service is in the basement but Canada post says you service is actually suite 2 for the address. So there could be a lot of reasons why a second account created and customer service can take a look and figure out why a second account was started up like changing from one ordering system to another because all new orders are done on the new system eventually the old system will be shutdown. We did migrate a huge amount of customer's to the new system but some people couldn't be changed so now there orders go through business instead of residential.
It appears that I may be dealing with the same door-to-door salesperson who has been misleading other customers. When I informed him that I was receiving a better offer directly from Telus, he instructed me to hang up immediately and promised to match the rate while also providing four months of free service. He specifically justified the free service by acknowledging that it took nearly four months for installation to be completed.Throughout this period, multiple crews were dispatched to install the fibre optic line, but the vast majority (approximately 90%) were unable to complete the work. I lost significant time from work by staying home for scheduled appointments, only to receive repeated notifications stating a technician would arrive in 15 minutes yet no one showed.
Despite numerous calls to Telus, the situation remains unresolved. Just last night, I spent over two hours on the phone without resolution and was promised a supervisor would call me today at a specific time. No such call came. Instead, I was forced to call again, spend another two hours repeating my entire story, and was again promised a call back within half an hour. No call came. Instead, I received a message falsely claiming that multiple attempts were made to reach me, despite my phone being on and operational the entire time.
This ongoing pattern of misrepresentation, broken promises, and wasted time has left me beyond frustrated. My current bill is significantly higher than what was promised, and to date, Telus has failed to deliver on the agreed terms.
If these issues are not resolved immediately, I will have no choice but to escalate this matter publicly through the media and seek accountability. I know I am not alone many other customers are facing similar treatment, and no one appears to be addressing it.Reply
Retired customer service rep and fiber repair tech. Brand new installs are customer service responsibility. I think the callback would be from escalation manager. There's supposed to be detailed notes on the order written in every day language no jargon. I would confirm that we have the right contact number. I would contact the manager through internal systems if they were in the office. If not I transfer you to a different manager and introduce you to the manager. I give the manager a bit of time to check the order notes and the dispatch tool about the status of the order. A lot of installs unfortunately are contracted out and sometimes we need to contact the contracting company to find out what is happening. As i was unionized i had no problem giving feedback to managers. Typically I wouldn't give a exact time for a callback as we wouldn't know when a callback would be done as a manager might be going into a meeting that we don't know about or if they are stuck on a long call
T17TELUS Team Member
Hey Tama1pi2 -
We’d like to make this right. Please feel free to send us a private message to TELUS_Support with your account details. Thanks for your patience — we appreciate you bringing this to our attention.
