Forum Discussion
Going in Circles
It has been extremely difficult to reach customer service. After spending three days trying on and off to get assistance, I finally reached a representative and I asked to lower my home internet bill. Instead, the agent adjusted my plan and signed me up for a mobile plan—something I clearly stated I did not need as I already have a mobile plan but he insisted to lower my bill with the new home internet plan that was supposed to bring my total monthly bill to $96 for the next two years. I agreed, only because it sounded like my bill would finally be under $100.
Then I received my bill… and it’s $146.
Now I’m back to square one, struggling to reach anyone who can fix this. I’ve been passed between multiple representatives. One person was kind and told me someone from another department would call me back within five minutes. It has now been an hour and a half. I called again, and I’m currently on hold—AGAIN.
This is incredibly frustrating. I genuinely feel misled, and no one from this well-known company seems willing or able to help. All I wanted was to lower my bill, and instead I’m paying even more and stuck with a mobile plan I never wanted. What is going on?
19 Replies
Member: TELUS_Support | TELUS Neighbourhood
will get you talking to Telus support
Yes, with support issues, I can never get through either.
I've contacted Rogers and will be changing providers, I don't seem to have any other options. I'm still not sure how difficult it will be to cancel the service but I will post the results.
TELUS_SupportOfficial Support Team
Hello! Were you able to get through to our team for assistance with this, or are you awaiting a callback still?
Okay, all have been verbally adjusted. Hoping that it will show the same on the bill. That was very upsetting. I hope no one else experiences what I just went through.
- TELUS_Support
We do apologize for the experience. If you require assistance, send us a private message and we will do our best to help.
The home services part has now been resolved. Now, I am waiting for the mobile services that I don't need that I got pulled into sign up for is pending. Hoping I can cancel that and move on from this NIGHTMARE. This has caused me exhaustion and anxiety. It's now counting 6 hours of my day with Telus...
I've been on the phone for 2.5 hours and still waiting.
I've been trying to get help/solution on my account/billing for almost 5 hours with no solution. HELP!? All I've been getting are transfers back and forth to different departments, dropped calls, and saying I'll get a call back without getting one... So guess what, I call again for that same cycle. Really tired of explaining myself over and over again to different reps/agents for the same explanation without solution. Mind you, this is due to one of their reps/agents getting me to sign up for something I don't need because he said I would get my bill lower BUT it's HIGHER than what I was already paying. If that's the case, reverse what you did. I don't want it and I don't want to be with TELUS anymore.
Transferred again and again with having to explain myself over and over again. CAN SOMEONE HELP ME WITHOUT TRANSFERRING AGAIN PLEASE?
I am having a similar issue to try and change my service billing. I have been calling their support line all morning, the line says "this call will be recorded", the line stays quiet and then drops within 10 minutes. The website is very difficult to try and find how to resolve this. There is no Telus store listed (used to be) in our city so no-one to talk to personally. This is very poor customer service.
B.T.W. I was using one of their published support numbers, 1-844-927-2735.
