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Bring it back program is a joke

I didn't realize most people have their mobile contract in hand to know when to bring back their phone on time with the bring it back program. I missed the date to bring it back by, and they charged me for the phone. I called Telus and asked if I could bring it back and they said no. I went to the store today and soon realized this was a hill they're willing to die on. I said I'm going to move to Rogers and the worker pointed me in the direction of the store. I've been a customer with telus for more than 20 years. I can't believe they would do this to such a loyal customer. I said to the girl that Telus treats new customers better than loyal customers. She replied with "I know."

Anyone else have trouble with this program?

Community Manager
Community Manager

@Farmer1976 communications are sent via email and SMS to all customers at the following intervals: 28 days out (from term end date), 15 days out and 15 days after the end of your term. Further, you have an additional 90 days after the term ends to return the device. If, by any chance, the communications were missed, please note that the information is also available within your online portal.


I know it's not what you were hoping for but the "bring it back" option is no longer an option beyond those final 90 days past your term due date. 

They said its 30 days, not 90 days.

Can I get this in writing, as there is no mention of this on the web site. 


@Farmer1976 did you get any of the notifications?

If not then you may have a case for disputing.

If you did get the notifications but didn't act on them then that's another story.

I absolutely did not get any notifications. I would have done something if I did.
But it's okay. Somehow telus thinks it's better to get the $200 than to retain a 20 year customer. They made that clear when the girl who works in the telus store at the mall pointed me in the direction of Rogers.

Just Moved In
I am in the same boat. No communications just a bill with an extra $500 added to it. I’ve had an absolute runaround with every one I speak to saying they can’t help and talk to someone else. I have never been more disappointed in customer service. This is an absolute money making scam by Telus on the backs of their customers. I will never be a client again if I can’t get this reversed.

Community Manager
Community Manager

Hello. I'll send you a private message to discuss further, thanks.

Just Moved In

Same here and its so infuriating.  I got an email stating that my bill is $240 owing and when I go in person to dispute and called, I got pretty much an "oh well" from both.  

Honestly thought telecommunication companies were becoming less shady but I guess im just naïve

Community Manager
Community Manager

As has been discussed above, multiple notifications are sent out in advance of the term ending. Did you not receive any before your bring it back period ended?

I did not receive any by either email or text

Community Manager
Community Manager

Gotcha. You should've definitely been sent notifications that your Bring it Back period end date was approaching. Give our Mobility team a call at 1-866-558-2273 and they'll be able to investigate!

Not a single voicemail or text regarding my bring it back ending. Promos and bill payment reminders but I knew nothing until it was charged to my bill. Every single Telus employee has stated their hands were tied and two agreed that I should probably go to another carrier. I have never seen a company so willing to lose customers. I have found out that Rogers has a different policy and they allow for the phone to be brought back even after it’s been charged to a customers bill something Telus should consider if they care about their customers.