Does Customer Loyalty Exist?

[LaBo]

I know that it has been the norm for many years for companies to reward new customers with the best deals while making their existing customers beg for any type of appreciation of their continued business however, for all of the talk that Telus speaks about their charitable endeavours, I had the absolute worst experience renewing my plan today.  Although the representative did their best, they offered and rescinded so many options that my head was spinning and I was close to a meltdown.  I would like very much to voice my concerns to someone at Telus rather than in this community forum.  Is there an email to reach anyone in Customer Loyalty/Retention, if that even exists, or does Telus no longer care about customers once they have signed a service agreement?

[chorydora]

I am a 35-year customer of Telus who is betrayed by Telus every time a 2 year contract expires. My November 2024 bill for home services which included Optik TV and internet was $170.00 per month. The new bill for December 2024 was $379.00 after the contract expired. I use somewhere between 6% to 12 % of the bandwidth Telus sells me, without choice, each month. I asked to pay for what I use to deaf Telus ears. A Telus sales agent recently called to renegotiate a new agreement. We went through the bill and found channels that Telus dropped from its channel selection but continued to bill me for (Discovery channel package). The sales agent asked if I had an alarm system. I said yes we do with cameras. I said yes and she asked how I liked them. I said fine but the RING doorbell could be better. The agent asked if I would like a free camera so I said sure. It turns out the gent added a three-year term security package to the agreement at $29.99 per month with a cancellation fee of $15.00 per month for the remainder of the agreement. I was livid when I found out. Telus texted an appointment reminder for the technician to come to the home with 48 hours notice. I contacted Telus to ask for a copy of the new agreement. Numerous errors were made in the new contract where channel packages were not deleted, I was downgraded on my internet speed to a useless plan I didn't want and the alarm system was added without my approval. The new bill for the revised services would be $280.00. Slower internet, a limit on the data I could receive, an alarm system I didn't want and channels I asked to be removed were all in the new agreement Telus said I accepted. I never received an email of the new agreement or text. I was told to find it in my Telus app. I needed Telus support to find it. 

[TELUS_Support]

Definitely not the experience we want for our customers. We'll send you a private message to discuss further.