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Problems dealing Telus regarding Customer Service Agreement
After spending 7 hours on the telephone over the previous three days and still keep hitting the wall... A telus employee on Dec 16 25 gave false information and extended the contract by one year. Within one hour i received the agreement. Called telus to correct it they said the writer has to correct it WRONG called again said the writer will call you of course they do not call. Spoke to loyality department 2 more times on Dec 18 25 finally they say you can speak to a Manger a polite women from the Phillipines who understood what had transpired. She deleted the agreement and game me a case number 251 218-47588C and said that she is handling it.. she amended the agreement but their was one error the Theme Pkg Discount was to end at the same time as the CSA it ended on 11/24/26 instead of 12/09/2027 I have been on the phone for another 50 minutes I want to contact this manager so the problem can be corrected Why does telus make it so difficult and have employees lie to customers.. The CRTC needs to become involved and force Telus to give email address to customers and hold telus to task on deceptive business practices Help get me this manager
Stream+ subscription double charge
I subscribed to stream + via EPP back in November. First day on November 6th, I was charged twice. I called in, and the agent provided credit towards my cellphone bill (which is with EPP as well). Next cycle, on December 6th I was charged twice again. Spoke to an agent for over an hour and the agent couldn’t resolve. Advised to submit a support form and should hear back within 10 business days. no reply, called EPP support 3rd time. Agent couldn’t resolve and offered credit towards my cellphone bill. She advised she will escalate but so far has hear nothing. can someone please advise / help on this matter???
Internet service contract expiration arbitrarily changed by TELUS
I signed up in October 2023 for what was then called "office" internet, with a 3 year contract (expiring October 2026). At the end of 2024 we moved, so I started inquiring about moving my existing service to our new home. After several back and forth emails and phone calls, I was told that the move would not be a problem, since the same fibre 1G service was available at my new location, and that the existing static IP address could be kept as well. On the date scheduled the TELUS installer came to connect the service but, surprise, I was told me that he was not aware of this been a continuation of a business plan, but a new home installation. After a couple of internal call on the tech part, my service was enabled (also got a new account number). After several calls with tech support, my static IP was as well. Fast forward one year, and I contacted TELUS to inquire about possibly switching to home service ASAP, or when my contract expires, and also ask about TELUS repeatedly overcharging my account, even though a valid CC has been on file according to the MyTelus website. In the course of multiple phone conversations, I am told that my contract is now set to expire in November 2027. I kept asking the reason why this could have happened, since my original contract duration was 3 years, not 4. Eventually the rep tells me that the reason for the change was the move itself: according to them there was simply no way the contract could not have been "reset" by moving, even though this was never pointed out to me ever during me asking about moving my service I asked to be called back by a supervisor, and she confirmed that the move was the one and only reason for this. There is NOTHING they can do, except moving me to monthly renewals, which effectively doubles my costs for the next 2 years. I've been with TELUS since the 90s, copper, DSL and finally fibre. I just wanted to ask if anyone knows if the story I've been told makes any sense.
Urgent: My account is paid in full and closed. General Credit Services is demanding I pay.
Good evening, I have spoken to Telus twice now over the phone. They have assured me that there was a mistake made on my account when I closed it in early October 2025, and that it is now paid in full. After I called the first time, they also have told me that they did not send me to collections. Regardless, I continue to receive emails from General Credit Services saying that I owe them. When I called Telus again to tell them about this, they told me I had to contact GCS myself. While I have tried, they keep calling me during work hours when I cannot talk to them. Regardless, this should not be my issue. I have not done anything wrong - why do I have to be the one getting them off my back? There has been a communication error between your two companies. Please advise,Breach of Promotional Agreement
Dear TELUS Customer Relations Team, I am writing to formally complain about a breach of the promotional agreement linked to my TELUS Internet + TV service. In September 2025, I subscribed to a TELUS Internet + TV plan for $160 per month. The promotion clearly stated that a free television would be provided upon signing a 2-year contract, which I accepted. My service was activated on September 18, 2025. I have written confirmation and screenshots from TELUS confirming that the promotional TV would be delivered within 2–4 weeks after activation. As of December 21, 2025, more than 12 weeks have passed, and the television has not been delivered. Because the TV was never provided, I am unable to use the TV channel portion of the service despite being billed monthly. I contacted TELUS support multiple times and was told delivery could take up to 10 weeks, which has now been exceeded. I was also instructed to contact Samsung, who confirmed they have no information about this shipment. As this is a TELUS promotion, fulfillment remains TELUS’s responsibility. I have met all my contractual obligations. TELUS has failed to deliver a core promotional benefit within the promised timeframe. Therefore, early termination fees should not apply. I am giving TELUS a final opportunity to resolve this matter. I request either a matching competitive offer (reduced monthly pricing with TV services) or immediate delivery of the promotional TV, or an account credit equivalent to its value. I also request credits for TV services I could not use and additional service credits due to repeated support contacts. All communication must be conducted via email. If this issue is not resolved and termination fees are applied, I will use this correspondence and evidence for formal complaints or legal action.
Cancelled Device Care Complete but am still being charged for it?
Hi, I am in a bit of a pickle. I am very in debt and currently dealing with a battle to get on disability - so I cancelled my Device Care Complete in the hopes that it'd help me save a bit of money each month. I was also trying to get a hold of someone to talk to about Connect for Success (or whatever the low income plan thing was, my roommate is also disabled and has it) but I do not have the luxury of waiting for hours on the phone. :( So I am hoping to get in touch with someone who can assist. Is there any way to get my billing fixed, like by contacting someone over live chat or email? Most of my chat support attempts are not delivering, I'm trying to use the website chat support and it's just giving me errors when trying to contact an agent. Keeps saying "Not Delivered" and erroring, haha. I unfortunately cannot afford to pay off the full bill atm, so I'm hoping the Device Care Complete can be removed like it was supposed to be. If someone can lend a hand I'd appreciate it. I cancelled it over a month ago. Thank you.Telus sent me to collection agency without contacting me
I received a mail from General Credit Services Inc stated that they have been contracted as the authorized collection agency because I own $1919.58 to TELUS CORPORATION PAYROLL I do recognize that the account number shown on the mail is indeed the T-ID I was assigned but I have left Telus more than 2 years ago, and not a single word from Telus, all of sudden I was sent to collection for something I never heard of? I tried to contact Telus to find out what’s going on, but giving that all the number I can find is for customer service and I clearly don’t have any active account so nobody can tell me anything. The nice ladies I had been talking to both assumed this is a scam letter. But given that the T-ID was actually shown on the letter I’m hoping someone from Telus could help me with this please. At least tell me the reason for this not so small amount please. 😭 Thank you very much for your attention to this matter. Rae
