Cancelling Telus Internet service, why does it have to be so difficult ?

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.