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Last attempt before legal action
I have been a loyal TELUS customer since before the brand existed. Over the years, I watched TELUS grow into a leader in Canadian telecom. Unfortunately, my recent experiences as both a customer and property owner of Redwater Site #1210 have declined to the point that they require public attention. Several years ago, I was the victim of TELUS Mobility fraud. I ordered one phone but was sent three. I returned two immediately, yet was billed for all three and later charged for plans tied to those devices once activated elsewhere. While travelling, the one phone I kept was abruptly shut down by TELUS’s fraud unit, leaving me stranded and forced to buy a replacement. Since then, I have spent more than two years pursuing a refund and resolution. I have endured broken promises, managers who never called back, being yelled at, falsely accused, hung up on, and misled about U.S. coverage. Escalations produced no results. I continue to face charges for services I never used, including U.S. roaming fees. I repeatedly asked for a mobility plan that covered Canada and the U.S., but this was never provided. Adding to this, I am entitled under my tower agreement to four complimentary phones of my choice every two years. Despite repeated written and verbal requests, I have received none. As a matter of professional courtesy — corporation to corporation — I ask TELUS executive leadership: What do you advise if my requests for resolution, contract fulfillment, and fair compensation continue to be ignored? I will gladly send proof of Telus's internal fraud, bills and communications with Telus for the last 2.5 years to anyone that will listen and take action. My only goal is fair treatment, accountability, and the service TELUS claims to provide its customers. I look forward to your prompt response. Brian Lasner, MD
Renewal the Business plan
I have maintained a Telus business account for approximately five years at what I considered to be a reasonable rate. However, in 2023, my monthly bill suddenly increased by 50%. When I contacted Telus for clarification, I was advised that nothing could be done. As a result, I was forced to switch to another provider, incurring activation fees and SIM card fees for four lines. Shortly thereafter, a representative from Telus’ loyalty department contacted me. They acknowledged that the previous handling of my account had been inappropriate and assured me that Telus wished to retain my business. I explained that my concerns were not purely financial, but also related to the quality of customer service and reliability. The representative guaranteed that such an issue would not recur and assured me of a permanent and reasonable rate to offset my out-of-pocket costs, which were already in excess of $400. On this basis, I agreed to return to Telus. Unfortunately, less than two years later, Telus again applied a sudden and disproportionate increase, this time raising my monthly charges by approximately 75% across all lines. When I contacted Telus regarding this matter, I was told, “We cannot do anything—do whatever you want.” I consider this treatment to be unreasonable, misleading, and detrimental to small business owners, particularly after explicit assurances were provided by Telus’ loyalty department. I am seeking guidance on how to file a formal complaint regarding this matter and hold the company accountable for these practices.
Business Connect
Does anyone know how to escalate an issue with Business Connect? I have emailed and called several times, each time being told that they would escalate the matter and get back to me - still nothing from Telus. I agreed to try Business Connect for 3 months - I told the sales rep that I was in a contract with Primus and did not want to break the contract. He said that I could try the service for 3 months at no charge. He also told me that Telus would assign me a new phone number which would then be forwarded to my existing business number. It turns out that this is not possible. I want to return the phones and cancel any service with Business Connect because of this incredibly bad experience. But I can't seem to find anyone at Telus who will actually provide some meaningful customer service. I don't know what has changed at Telus but the sales team and customer service has declined tremendously.
Can't submit Business Billing Inquiry or reach someone in billing support
I'd like to have you reviewing my billing of this month, and I was given the link to submit an inquiry: https://www.telus.com/bsrf/billingInquiry But, I can not submit my report after I filled the form, which always shows: 'We were unable to submit your form due to technical issues. Please try again.' I have honestly never had such a difficult time to obtain business support! Hopefully, someone at Telus will read this and direct me to the proper support resource!
CANCEL Business Connect
I would like to know how to cancel my Telus Business Connect service. I had started this painful process MONTHS ago. We just finally got the phones working after waiting TWO MONTHS to get this done. There wasn’t anything extra to do here, in fact TELUS Business Concierge dropped the ball on this whole situation. I want to cancel my service without any penalty…contract signed June 2 and phones not working until August 5. AND I had to find my own phones as TELUS could not even tell us there was no ETA on the phones I was ordering from them, but were happy to send me a bill for $900 for phones they said shipped and they didn’t even know where they were. I would really like to be in touch with someone that understands what customer service is and what retention means, not someone in Business Concierge that does nothing. I have had enough….my next step will be contacting my lawyer if I can’t get this resolved.TELUS Business Disconnect: Disastrous Concierge Business Support
I became a TELUS customer just under a month ago, and while most aspects of the experience were excellent, such as the techs who installed my internet, TV, fax lines, and even the customer service reps were professional and nice. The TELUS Business Connect concierge experience has been an absolute nightmare. First, TELUS sent me a batch of flimsy, low-quality phones that looked nothing like what was promised and couldn’t even meet the basic operational needs of my clinic. To make it worse, they sent two extra phones I never ordered, and are now charging me for them. I called the very next day to report the issue and request an exchange, a simple ask, right? Wrong. I was told my issue was escalated to the Concierge Team and they’d handle it. But no one contacted me for two full weeks, and Worse, after that brief contact, she disappeared again. No promised updates. No returned calls. No emails. Radio silence. I’ve emailed and called the Concierge line more than 10 times with no response. I’ve called customer service multiple times as well. The only response I get? “Your case is still open with Concierge. There’s nothing we can do.” To their credit, they’ve also emailed the Concierge team directly and copied the manager, still no one responded. In the meantime, I’ve been forced to continue using my old Shaw phones, even though my contract with them expired. It’s been nearly a month, with no resolution in sight. TELUS, this is completely unacceptable. I expected professionalism and reliability not this disorganized mess that’s now costing my business time and money. To other business owners considering TELUS: Proceed with caution.EPP Account Frustration
My EPP rates were all moved to Business mobility and my bill is now extorionate. I have now lost track of the hours I have been on the phone trying to communicate with staff who either don't listen, don't understand or don't care. I now have phones and lines I didn't order, have over 20 email threads from so many people, I don't know where to turn. I have tried to reach out to escalation teams, where people do not value your time or care to understand how to help. This chaos has been ongoing since February. I still do not have answers or a resolution to the mess. I had two agents offer to organize and help and they just disappeared?? Today, I was told that the supervisor of the escalation team was the only employee left who could help. THere is no supervisor for that person, no other staff Where does this leave people? I also tried emailing a couple exectives who list email info on the site, however, and no surprise....NO RESPONSE!!Telus still refuses to sell us product
Been two weeks now. I need to get phones into our staffs hands. Telus will not sell us equipment or help. Been waiting for a answer for over 2 weeks now. Stilll nothing. Looking at everything else other than telus to get support. What is Telus doing about proper service and simply calling clients so they can purchase more gear ? HELP!