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 upgr...
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.
