Forum Discussion
Unexpected $330 early termination fee on internet service
My 91 year old mother wanted to cancel her internet service after her husband died as she does not use it. Telus said she couldn't as they she needs it for the tv even though she does not watch streaming, just regular local channels. They signed her up for a new two year contract with a cheaper internet rate. No information was ever given to her how she is committed to a two year contract with penalties as she wouldn't agree to it knowing she would probably be moving out soon. Now she is at an assisted living home where she could not bring her Telus services and they want to charge her a $330 termination fee. I have been on the phone with them for almost an hour and half now, still waiting for a manager to talk to. No compassion whatsoever for a loyal customer for over 40 years.
2 Replies
TELUS_SupportOfficial Support Team
I get your frustration, Based on your details, there's a few things that don't align with our processes. You mentioned a follow-up call was scheduled for today (given your comment was from yesterday) so please do let us know if you speak to someone by the end of the business day. If not, we can look into this for you.
Update: I was on the line for 2 hours and 6 minutes and got nowhere. The fellow from the Phillipines said he was discussing it with a manager every few minutes for over half an hour. Then came back and said that since I was not the account holder, the manager could not help me and they would need to discuss things with my mother. So now I have to travel to my mother's residence and await a phone call from them "some time tomorrow afternoon". So frustrating.
