Unrecognized TV Charge, Billing & Contract Concerns

 For the past two years, I have been overcharged $45 per month for a TV service that I was never made aware I had. I never received a TV box—only a modem—and was not informed this service was active. This has resulted in unnecessary charges totaling over $1,000. Yes I know its my fault for not reading my monthly bill before paying.

To make matters worse, I requested paper billing in the past but was told Telus is “paper-friendly” and only provides online billing. As someone who rarely checks the app or email, I had no way of easily noticing these charges. It was only by chance today, when I logged into the app, that I discovered them. And one of the agent that I talked to today told me they still do paper billing. So the first agent I talked to lied to me.

When I called customer service today, I was on the phone for 1.5 hours and had to be transferred 3 times while speaking to three different agents. Each time I explained my situation all over again, yet I was still left with inconsistent answers and no real resolution.

On top of that, I was surprised to hear that my home security is locked into a 5-year contract, something I do not recall being clearly disclosed at the time of signing. This feels misleading and gives the impression that Telus representatives prioritize sales over transparency. ( I asked for a contract or proof that I signed for 5 years of course they can't provide).

This entire experience has left me extremely frustrated. Not only have I been unknowingly overcharged for two years, but the time wasted on the phone and the lack of a clear resolution added insult to injury.

I expect Telus, as a leading telecom provider, to handle this matter seriously and provide a resolution promptly. 

And worst of all, I can't find a way to send a complaint email. There's no way I'm calling and waiting another 1.5 hours to complain. Ridiculous! Anyone know which email to send this complaint to, or who can help me get this message to a manager?