Forum Discussion
Very Unclear Service
I had a horrible experience with the Telus. I had a 2 years contract with telus from Jan1st 2024 so it will be expiring on 31st Dec 2025. On 1st Jan 2025—when I moved into my current address, I upgraded my wifi speed from 1gb to 3gb. THIS IS WHERE THE PROBLEM HAPPENS. A staff who came to install the wifi said I’m elgible for Home Security System (a little camera) with no EXTRA charges. He said it will be available as a free offer till the end of my contract. I declined the offer since I didn’t need it but he insisted me to take the camera because it was a free offer. Later, they shipped a camera to my address. I checked what it was and put it back in their box. I didn’t use their so called home security system. Now, I’m going to move out from the current address and contacted to Telus to cancle all my services since the contract is ending on Dec 31st. And they said there is a cancellation fees for Home Security System and the service is from Dec 2024 - Dec 2027. For 3 years? I didn’t even ordered their home security service and they made a contract for 3 years. I was so confused because I only accepted it because a Telus staff said it was a part of my wifi plan and it was free till the end of my 2 years contract. I contacted to Home Security Department and they said I had to pay. That doesn’t even make sense. Now I have to pay something I didn’t even use it at all. I’m not going to pay for it and I need actions from Telus asap. Telus need to come clear with their complicated offers and train their staffs to make valid offers.
3 Replies
So we had someone from Telus offer us basically free Home Security with our mobile accounts. We should have known it was too good to be true. Next thing we know, charges to our credit card for "device" - so we call the next day and say - never mind, no one told us there would be any extra charges for the device, cancel the whole thing (3 hour call #1, passed between Mobility and Home but no one can help us because they can't see it on our account). Call again. Another 3 hours of getting passed along the chain. Finally someone says, got it - we'll reverse the charges. Got an email with returning the device info. Fantastic.
Next month - more charges for the plan. Call again (3 hours again). Kicked up to customer retention (because we are definitely seeking a new provider after this scam). Guaranteed we will see the refund in a week.
Yup, got the refund. Then another charge for 4 times the amount of the refund FOR CANCELLING THE SERVICE AND RETURNING THE DEVICE EARLY.
We signed nothing. Have no email with any kind of contract. Heck, they couldn't even find the payment the first time we called.
TELUS_SupportOfficial Support Team
Hi there, we’re really sorry to hear about this experience. We’d like to review the account details and the charges related to the Home Security offer so we can look into what happened and help get this properly resolved. Please send us a private message with your account information, and we’ll take a closer look.
- TELUS_Support
Thank you for reaching out, and we’re very sorry to hear about this experience. To review your account and address this properly, please send us a private message with your account details.
