loyalty and service
A couple of months ago I was offered 4 google pixel 9A phones. I asked and was told that there was no other charges attached to these phones. I paid $1 piece. I have had a deal like this a few years ago and it worked out great, no added -on charges, to use or not to use the phones. I thought this was the same deal to off load old inventory. I have 7 people, 7 phones on this account. I have dealt with Telus for over 40 years. I don't expect to be scammed. I am now being charged a pay back fee for our phones. it is assumed we are using the phones. The arbitrary fees make no sense. 4 phones 3 different fees. We all have the same phones Google Pixel 8s. I am frustrated and expect more respect for a long term customer. I haven't had any luck calling in so I hope you can address this problem for me. thank you Debbie [Mod Edit: Removed personal info].
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.
Mobility Account Issues
On January 27th I received a promotional email from Telus for more data on a 5G postpaid plan, and a Pixel 10 on a 2 year payment plan. On January 31st I called Telus to inquire about whether I qualified or was eligible for the promotion and I was told yes I was. So while on the phone with that same person we began switching my provider to Telus. 4 days later after having been through the following (1) No cell service for over 3 days, and needing to find alternatives to legal and personal texts. (2) No follow up email after getting disconnected during the set up call. (3) Still not able to receive emails from Telus at either my Protonmail or Gmail, and talking to technical support about it yielding no solution. (4) Being told to wait longer for service when that wasn't the issue at all. It was an Esim issue on Telus's end. (5) Hours spent on the phone. Needing someone to babysit my 1 year old so I can get service. I understand that is not all Telus's fault, but when I just so happened to off-handedly mention my rate to a representative two days ago (because I can't seem to yet register for MyTelus), I was told I was paying more than the promotion indicated, and man that draws the line. I'm livid. After all of that and a week later, I get told that the promotion only lasted 1 day and now I don't qualify. The only reason I went through all that was because Telus sent me an email, I didn't go looking for some better deal, and I asked explicitly multiple times on the first call whether I qualified, and I was told yes. I even reiterated details of the deal. That's the only reason I switched. To experience this kind of dishonesty and deception and lack of integrity.. I don't know if I've ever been so angry and mistrusting of a business before. I don't even understand why pay a marketing department to piss people off. The whole point is to attract me as a customer with that deal. I'm baffled as much as I am upset. This is unacceptable.Return label for Bring it Device
I have called customer service 9 times and all 9 times I have been told different things. They promised to send the return label within 48 hours which still has not been sent. Every time when I call telus regarding this matter, I have to spend at least 30 min to talk to a telus agent. You guys wasted my time and I am very unsatisfied with the service. I've still didnt get return label yet. And my return device period was expired. Please help me to solve this problem.Bring It Back Contract Expiring - Flagship Not Released Yet
I have consistantly been on a bring-it-back contract for the last 6 years. The cycle has been perfect with aligning a new contract with the release of the new Samsung flagship phone. Unfortunately, this year seems to be different. My contract is up on the 17th, and there has been no mention of the S26 release yet. Will Telus provide an extension for me to wait for the new release? I would really like to get the newest model if possible, but don't want to pay the bring-it-back amount to keep the phone.