I have been a Telus business customer since 1997, managing 10 lines, 2 watches, and Business Connect services. You would think that kind of loyalty would count for something, but my recent experience has been so frustrating that I am seriously reconsidering my long-term commitment to the company.
Here is what happened. I was in the middle of renewing my business contract during the Black Friday promotion after months of back-and-forth communication. On November 27th, I was finally offered a deal that initially seemed decent. It included 4 iPhone 16s, 1 iPhone 16 Pro Max, 4 Google Pixel 9s, and 9 lines at $50 per month for a Canada/US/Mexico bundle. I began my due diligence to compare pricing and ensure I was getting the best possible value. That is when the problems started.
First, the agent I was working with left for the night without finalizing the deal. I was told that the prices and terms would remain available the next day, but that turned out to be untrue. Prices on the iPhones and the bundle began to rise. The iPhone 16 went from $5.67 per month to $10 per month, and the Pro Max increased from $33.67 to $42 per month. The rates for the phones have now gone even higher.
On top of that, the upfront taxes listed on Telus’s website were much lower than what I was quoted, and I lost the $80 per line first-month credit that was clearly available online. The Pixels, which originally had no “Bring it Back” amount, suddenly had that added.
Ironically, if I had gone through the Telus website, I would have gotten the same phones with better terms—lower taxes, higher trade-in values, and the $80 credit per line. The only catch was that I would have had to process the orders one phone at a time. Instead, by working with an agent to have these things matched, I was left in limbo while the prices and terms changed, despite being assured they would not.
The most frustrating part is the lack of follow-up. I have been waiting over a week for a manager to contact me. Despite being told multiple times that someone would reach out, I have heard nothing. When there is a $15,000 commitment on the line, every dollar counts. My sales agent clearly could not handle my needs, and now Telus is dragging its feet to resolve the situation.
As a long-time customer who has been with Telus since the days of Clearnet, I expected much better. This situation has been mishandled from the start, and it is incredibly disappointing to see how a company that once cared about customer loyalty has completely dropped the ball. If Telus cannot make this right soon, I will have no choice but to explore other options.
