Frustrated with Service and Billing Issues – Contract Not Honored

[Van1231]

Hi Telus Community,

I’m reaching out here because I’ve been facing ongoing issues with my Telus account, and I’m incredibly frustrated with how things have been handled.

Here’s my story:

• I signed up for a two-year term and agreed to specific credits and discounts as part of my plan.
• The next month, I had to call in to fix issues with the setup. While some issues were resolved, my internet still didn’t work.
• A technician had to come to my home to reset services via the backend. This reset my account and wiped out all the original credits and discounts.
• When I called customer service to get this corrected, I was told they couldn’t restore the credits and discounts. I was transferred to the Loyalty team, who then said they also couldn’t honor the original deal.
• The Loyalty team backed out of the agreed-upon deal, despite the fact that I was already two months into the contract.

I feel stuck and unsupported. I signed up for a deal in good faith, expecting Telus to honor the terms of our agreement. Instead, I’ve faced technical issues, billing errors, and a lack of accountability.

Has anyone else experienced something like this? How did you get it resolved?

I’m hoping someone from Telus can help me restore the original terms of my contract and ensure my account is accurate moving forward. This has been such a frustrating experience.

Thanks in advance for any advice or assistance!

[AVGJOE]

Its supposedly a glitch on their end.  I would call again and ask them to contact the agent who got you the deal.  Ask for a call back with the original agent.  Took me many calls to get it right.  I just got it fixed today after spending a lifetime trying them to fix it.  if it wasn't fixed today, I was going to file a complaint with the CCTS

[TELUS_Support]

Hi @Van1231 - how was the original service agreement created? Was it in-store, online, over the phone, etc? We'll send you a private message to help

[Confused11]

I'm sorry this happened to you and I can relate to your frustration.

I've just had a similar experience where TELUS also did not honor their terms when it was explicitly written on my new and modified contract. 

Such a shame that they try to deceive their customers. 

[Liedtobytelus]

Dealing with a bait and switch as well at the moment, long waits on hold and "escalation" experts telling me the same thing...."that deal doesn't exist anymore" bull !!!!   next step is CRDC and Lawyer..... this is happening lots, I think the agent that signs you up gets paid a commission and says whatever to get you onboard....after that they threaten you with huge cancellation fees to go to the regular contract rate ......LIARS 

[maurbrown]

Hello, you have 30 days to cancel.  Call them to cancel and they will probably fix the situation. OR, you could call Rogers/Shaw and tell them you're thinking of switching and they will offer you a better deal than what you have with Telus

If you end up canceling with Telus, do not give up.  Over the space of a couple days, I had to make 4 calls and spend about 5 hours on-hold (I just carried the phone with me and tried to remember that I was on hold).  Don't give up.  They will ask you why you are leaving, etc - tell them your mind is made up and you will not be staying with Telus.  They are obligated to cancel you within the first month, and they practice malicious compliance, meaning that they will do everything possible to make you give up.