Cancelling Home Security

[ChristineB]

After being a loyal customer for over 20 years I am at a crossroads with Telus.  Almost 2 years ago I got the smart thermostat and doorbell camera.  The thermostat never worked and after 6 phone calls over the past almost 2 years we removed it and put our old one back up.  I called today to cancel the service I have been paying $33.00 a month for and was not able to use and was met with yet another fee to cancel.  It worked out to be $160.00 (10 per month of the remaining contract) which I was not willing to pay but told this is their policy.  I am currently waiting for a manager to call me back but in the past when I have been told someone will call me back it never happens.  Does anyone know where to go to get some resolve with such and isssue?

[Owenbarker27]

Good luck with getting a call back. I’ve been waiting 7 months 

[jackrabbit000]

Good luck getting your early cancellation fee cancelled.  I was an ADT/Telus customer for over 30 years and was told that my $10.84 early cancellation would be waived (and was approved by a supervisor/ manager) because I was a long term customer.  Last statement comes the next month and they charged me $10.84 for early cancellation.  I paid it because it’s a waste of my time to call them.

[ChristineB]

Thanks for letting me know. If it was only 10.00 I wouldn’t make a fuss either but it is 10.00 per month for 14 months!
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[TELUS_Support]

Hey @ChristineB that manager callback will be the best way to get support for your issue

[ChristineB]

I was expecting that call the day before yesterday but it never came.
Sent from my iPhone

[TELUS_Support]

Let us know if you don't hear from us 48 hours after you requested a manager and we'll take a look