no compassion
1 Topic
How to file a formal complaint!
In July of 2024 I tried to set up services at our new home but because the house had not sold we wanted to leave the security system until it sold. Low and behold the house sold 5 days after going on the market. We called Telus to inform them we need to cancel the services at old address but still wanted the services moved to the new address. Install comes and everything is great. 2 weeks after the install the Internet stops working we call and they said they had disconnect the wrong address. Ok fine. We get our first bill since the move. 2 internet charges, 2 tv services charges and 1 security charge. We call again they tell us they will escalate it to the back end as this is something they need to fix. Issue a 50 dollar credit which didn’t even cover the cost of the double charges. Sept roles around and our bill is almost double. We call again. Again told they will escalate it and call us back within 24hours. Never received a call back. So we call again. Told the same thing. It needs to be escalated to the back end issue another 50 dollar credit. October meet with the same **bleep** thing. Double billed another phone call sale excuses and another credit. Still 2 internet services, 2 tv services and 1 security. November rolls around same **bleep** thing. At this point we are beyond frustrated because again our internet stops working. Well this time the back end cancels the VPN. We finally speak to someone from upper management they look at the account and say this is complete mess. We will credit you back 3 months of services and make sure this is fixed for good. Well here we are in Dec and low and behold we are STILL being charged for 2 internet, 2 tv services and security difference this month is we where actually charged a cancellation and connection fee. Our internet bill went up by 40 dollars a month. We are at our wits end. We have called numerous times since August and there have been ZERO rectifications on anything. We have all our home services and 3 cell phones with Telus. Long standing customers and completely being screwed over and no one seems to want to fix it. This is the WORST CUSTOMER SERVICE we have ever had to deal with. We don’t even know what to do next except cancel all services including cell phones as we want nothing to do with Telus any longer1.1KViews1like1Comment