Hidden cancelation fees

I fell victim of the very scammy sale practice from Telus. I was signed up through a door-to-door sale in 2023. The salesperson clearly stated there were no hidden fees or cancellation penalties. Based on that conversation, I agreed to a SmartHome security, believing everything was on a 3 year term that I can cancel anytime. Today, after the customer support call I learned about cancelation fees! This was never disclosed verbally, and I would not have agreed to SmartHome under those terms.

On top of that, the SmartHome system itself has been problematic from the beginning. The door camera has never worked reliably. I’ve tried to address this through support many times, but the issues were never properly resolved..

This experience has seriously damaged my trust, especially given TELUS’ recent ranking for customer complaints.

At this point, I’m simply asking for a callback from customer service or the loyalty team to resolve this fairly, without penalties for a service that was misrepresented and never worked properly. If this can’t be resolved within a week, I will be submitting a formal complaint to the CRTC.