Called in for help 2 1/2 hours later just dropped the call
Call in as the phone I ordered wasn’t sent to me but a different phone. It was the iPhone 16 pro. I wanted the 512g but some how I ended up with the 256g. So soon as I seen it was the wrong one I called to the help desk. The team member I got couldn’t understand me as I couldn’t understand him. After a hour finally understood that I got the wrong one and started the process to make the trade. Which was told need to take the phone to the store which I can’t do for 2 weeks because of work and the store won’t be open. Which he couldn’t understand. How I was getting annoyed as it’s going to be over a month time before I get a phone that I pre ordered. At this point I asked for someone else to help me. I was told ok I’ll transfer you. Just to be put on hold again for 30 minutes for him to come back and say there’s no one else. At this point I was just confused as was just told he was transferring me… I told him no I wanted someone as this was turning into a huge waste of time. Then put on hold again for 20 minutes and then disconnected the call. Called back in to the voicemail of they are now closed. So now this morning get the call back to someone that really did a great job and explained everything. Great I was getting somewhere. Which at the end she said let’s send you to the loyalty team and see what they can do for you after everything that happened. Transfer over guy answers and tells me the same thing the person did then told me he would give 10$ credit….. which I asked really that’s all after the crazy holds and hanging up on me the night before. Which I been a loyal to telus for years now which never complained. Yes that’s all he was going to do…. So I asked what’s the process to cancel then to go elsewhere. He said a cancellation fee so I asked what they were. That’s when he asked for my account number. Soooo this whole time he didn’t even have my account up. Just a joke for customers service. Looking up other options as this was horrible.
What should I do?
Here's a summary of the situation: 1. I had a number ending with 8880 2. It was replaced with a number ending with 7846. 3. I wanted to move my old number to Telus Business Connect. They said number needs to be active. Last time similar change was done by first moving my old number to Telus prepaid. I asked customer care if they can do the same so that and they said yes. I asked specifically not to touch my postpaid account. I even provided the prepaid account so they can refer. 4. While on the call the customer care person Mr. Abunda replaced my number 7846 with 8880 instead of activating it on prepaid. 5. After that both the numbers 7846 and 8880 are coming as not assigned. 6. I called another customer care and she said she will fix and call got disconnected. 7. Then Mr. Abunda called me and said he did it by mistake and reverted it. But still both numbers are coming as not assigned. 8. I called customer care again but the IVR won't let me talk to a real agent. Finally somehow got to talk to a lady. 9. The lady asked me to check my esim config. When number itself is not assigned how can an esim work. Obviously it didn't work after a lot of troubleshooting. I was repeatedly telling this issue happened before on 18. 10. Finally she asked me to get a physical sim. Just to satisfy her I travelled 10 KMs even though I knew it is not the problem. I got the physical sim for $21 and then followed all the steps to setup physical sim. It did not work. 11. Was transferred to another lady. She asked to setup sim again. I told her we cannot setup sim again as I aleady did that. She did not listen. Followed all steps and finally got an error that new sim should be different from current sim. 12. Now she says wait for 24 hours and something will happen. What should I do?
Bring-it-Back Issues
Bring it back is an extreme scam of a system. There’s no notifications about it ending, there’s no notice or flag for it ending nothing. We realized that our Bring it Back contract ended last month and tried to get a new phone today (17 days past) to be told we are past the 30 days. The charge hasn’t been added to the account yet but will appear next bill. Only option was to “trade in the phone for less then the owe amount and lose about $100” Customer service is a joke, this service is a scam.
Abusive and Unprofessional Conduct
As a Senior who recently had a heart attack and am currently trying to recover, I was astounded to be called <names> 3 times during a conversation with one of your representatives. Telus charged $340 to my account for a Bring It Back device that was returned in good condition on October 14, 2025 and for which I was explicitly promised a $340 credit. I have written confirmation of this assurance in an email from Telus which was sent on October 16, 2025 after my phone was assessed. Despite this, the credit was not applied and the amount was instead treated as an outstanding balance. For a month & a half I have been trying to rectify this situation, having made 11 attempts. However, I have been told 3 different excuses for the charge. First, I was told that the phone was not received by Telus until I sent the proof of delivery notice from Purolator. Second, I was told that I had chosen to keep the phone. Again I provided proof that the phone had been returned and today I was told by an executive that my phone was too badly damaged. I know this to be untrue because I personally took my phone to the Uxbridge Telus store on October 12, 2025 & had them inspect the phone. My friend who is a lawyer was with me & can attest to this.Transfer of ownership mobile
My family has been with telus for over 15 years. The service has immensely declined and I am extremely frustrated. After over a month of making calls back and forth trying to settle an account transfer, being promised discounts and not receiving them, having issues with the transfer process so needing to cancel TWO of my lines, and not getting promised call-back’s.. I’m leaving telus as soon as we are done paying for our last phone. My issues are the complete lies that we were told about discounts. The lack of care to call back and resolve issues.. No way to escalate to a manager or someone else able to handle the issues.. constantly repeating the situation and being transferred around to different people.. over 900 dollars later we are fed up. I caved and paid because I’m sick of these charges making our credit look bad. But that should not be the case. This feels like bullying. I’m willing to go out of my way to voice this to the public. To warn others.. forget loyalty. 15 plus years means nothing.
Service interruption, billing for unusable service, failure to provide support access
Device repeatedly (for over a year+) displays “Not registered on network” despite showing full signal bars. During these periods, I was unable to make or receive calls, send texts, or use mobile data. In some instances, service degraded to “Emergency calls only.” Persisted after extensive troubleshooting, including: Device restarts, SIM removal /reinsertion / replacement, Network resets, Occurred despite TELUS denying any outage. I was unable to access customer support through my TELUS service during the outage and TELUS was unable to call me (calls would drop or go right to voicemail). Using TELUS chat their representatives repeatedly instructed me to perform device-level troubleshooting, despite clear evidence the issue was network-related. Despite these failures, TELUS continues to bill me for full service. I am being charged for a service that was not reliably provided. TELUS denied outages while service was demonstrably unavailable. Multiple devices were affected, indicating a systemic network failure. No proactive credits or meaningful resolution were offered. This goes beyond intermittent signal issues and represents a failure to provide reasonable access to essential mobile services. Contacted a lawyer for help and since this is a known issue with Telus, they advised to file complaint with Commission for Complaints for Telecom-television Services; they have an online complaint form for consumers with telecom complaints.
