Forum Discussion
Cancelling Telus Internet service, why does it have to be so difficult ?
Everytime I call in to talk with loyalty team member reagrding moving/cancelling my internet service, it gets disconnected after 21 minutes and if i walk-in to store they say they cannot help with ca...
DO NOT ask me to PM you. Please reply here so the public can see how Telus handles its customers.
I signed a 2-year internet contract only after a Telus store sales representative clearly told me that if I moved to an address where Telus service was not available, my contract would be cancelled without any early termination fees. Based on that assurance, I agreed to the contract.
Now that I am moving to an address where Telus cannot provide service, customer support is telling me that this is not possible and that I must pay over $200 + tax in early termination fees. If that is Telus policy, then the sales representative clearly misrepresented the terms of the contract in order to make the sale.
When I called support simply to ask if the fee could be reviewed or waived, the loyalty agent cancelled my internet service immediately without my authorization and without even confirming a cancellation date with me.
When I called again to fix the situation, I was told I am still responsible for the $200+ termination fee, and the only “solution” offered was to sign another 2-year contract just to restore service for 15 days—only to cancel it again and pay another termination fee when I move.
I am asking Telus to review the sales interaction and call recordings and remove the early termination charge. If this is not resolved, I will escalate the matter to the Commission for Complaints for Telecom-television Services (CCTS) and CBC Marketplace regarding misleading sales practices and the unauthorized cancellation of my service.
TELUS_SupportOfficial Support Team
Thank you, we've forwarded the request and a member of the team will connect with you soon.
- TELUS_Support
Cancelling your account without your requesting it is definitely not right. We ask for private messages to protect your personal information and securely access account specific details to resolve your issue efficiently. We'll send you a private message shortly to discuss the details and verify your account.
My Telus account is linked to this username and you can verify everything from there ?
Again, feel free to PM me and I will provide required identification information and would like to use this forum for resolution tracking and how "Amazingly" Telus handles their customers.
If it was one bad support rep, I wouldn't mind but almost all my interactions "in-person" and "Phone Support" are bad to worst and none of them provided any resolution.Update:
After all the back and forth, I finally got some movement on my case.
A Telus loyalty agent reached out and left me a voicemail offering to waive both the early termination fees and my last month’s bill. I was satisfied with that resolution and just wanted this situation closed without investing more of my time.
Later that same day, a manager named Tammy contacted me and was able to restore my internet service without requiring a technician visit. She honored everything previously offered (waived termination fees + last month’s bill) and manually set things up on my account.
The only caveat is that I’m now waiting until the end of March, when Tammy will call me back to process the cancellation again and ensure that both the current and temporary contract are closed with no termination fees.
It’s been a frustrating process with multiple calls and follow-ups, but for now things are looking promising. I’ll provide a final update once the cancellation is completed at the end of the month.
