Plans Expiring and no communication
I have been a Telus customer since 2019. My monthly bill was $103 My plan expired and Telus raised the bill to $189 and did not think to inform me by email or by phone. I think that is some pretty shady customer service for a long time client. I am currently on hold for 54 minutes so far, and will be voicing my concerns of the customer support offered. Why do you not care about existing customers and only care about new ones?
Poorest customer service
Does Telus has any customer service. I have been on hold repeatedly for hours as they keep telling me that it is not the right dept even when their own people transfer me around. I had ADT security for over 20+ years which is now with Telus. We bought a new home and made the unfortunate decision of getting home security from Telus last month. It has been a horror show since then including my account log in is messed up, my cell phone account has disappeared and to top it all they have a bill for me to pay for over 1k where it should be only $50. Nobody cares and keep telling me that someone will call you. I have no idea what to do about them as they are just ghosting me. Anyone knows who to reach out to as it is become a mental harassment case now.Ongoing Issues with Phone Order, Defective Device, and Customer Service
This is a long one because the situation has gone past frustrating and entered "ludicrously bad service" territory. Where to start? *Ordered a new phone early December online (first mistake, their webstore is AWFUL) *Couldn't order the case I wanted, and had to settle for one I didn't like *Took weeks to ship *Couldn't get the email with a label to send the old phone back when I did finally get it *4 hours on the phone to deal with it *Finally send back the phone after talking to multiple people *Am given a lame $50 credit for my trouble (I had to miss work because of this) *First day with the new phone, camera is defective *Call Telus, it course nobody can help me except the webstore, who doesn't answer their phone and takes days to respond to emails *Finally get to talk to someone, they apparently request a mailer with the new phone inside and a label to return the defective one *That was January 7th and have heard nothing since *Used chat to ask about the order today, was told "oh yeah I can't help you, I'll call you and transfer you to the webstore" *Had to explain multiple times what the issue was to this person *Sit on hold with the webstore for an hour *They disconnect me So I got $50 and a broken phone for my HOURS of time spent with these incompetent reps, nobody can give me any answers, nobody responds to messages or emails. Can someone st Telus tell me why exactly I should continue to be a customer? Because I have never been treated so poorly by a company in my life and has soured me so much on Telus that after this term I will probably never buy services from them again, and I have been a Telus customer in some capacity for over 20 years. Totally disgusted, frankly.
Terrible experience / customer service with 3 different stores …
I am currently with Telus (home internet and mobile). My mobile contract ended and I decided to get a new plan and a new phone for Black Friday this week. I went to three different stores and talked to three different employees and they all gave me different prices…. They all said the same thing that they were giving me the best deal that they could, and they’re here to help me. The plans they offered me were either the same price or higher than what I am paying now. When I go into the Telus website and look at plans, they go from ~$60, The plans I was getting offered (the same plans mentioned above) to me were $75 and higher. Not once did they offer me the cheaper plans until I pointed it out. I was trying to get my partner on a family plan to save a bit of money as well and some of the salesman told me it wouldn’t save any money and that I couldn’t do it and some of them said I could do it, but it wouldn’t be worth it, very confusing… also I never agreed to any of the plans that they offered, but I just looked at my Telus account and it says that my order has been approved and my new phone is on the way with the new plan. I’ve tried to call Telus and get a call back because nobody is answering me and I’ve been waiting for the last two days on a call back. I’ve been with Telus for a while and I think it’s time for me to change to a different provider.
Customer Service....
January 15th 2025 - I got a quote from our sales specialist to start up a business account, along with mobility, security, WIFI, and cable... I told her at around 2-3pm that I'd discuss with my husband, and by 6-7pm she was calling me asking me if it was approved, which seemed a little weird but anyways, we did go ahead and approve it. I sent in the requested information, and a few days later received 1 out of 2 phones, so I inquired with our sales specialist, and she mentioned that there was something going on with my account and that she'd get back to me... one day later, I followed up... she said I'd hear back in a day or two.... I followed up a few days later. Then, to my surprise she stopped answering emails, so I tried calling, and I didn't get through so finally I called in to TELUS directly and they let me know that only my sales specialist could help, great... nothing was happening there. I followed up on Feb 1st with no answer. I finally got a response today ( Feb 2 2025) after following up again , after adding to my email that I can just cancel if this isn't going to work out and surprise surprise I got a call... He told me I needed to have some patience and just wait, which is frustrating to hear after waiting over 2 weeks since the beginning of this transaction. I still have no second phone, no internet and cable.