Forum Discussion
Art_H
9 months agoNeighbour
Misleading Security Service Sign-up and Cancellation Difficulties
They signed me up for security when i signed up for internet and tv saying it was a promotion and it would lower my overall bill. I didn't need it or want it, and i was told i never needed to use it. 2 years later i'm re-newing internet and tv and want to drop security. Telus TV and Internet deparment now tells me they are a separate department and i have to talk to the Telus security department to cancel. Waited on hold for 1 hour to talk to security department for them to tell me the security contract is for 3 years not the 2 years i was told when they got me to sign up, and they want to charge me $100 to leave a service i never used. Waited on hold for another 2 hours to talk to a supervisor. Gave up waiting as I need to actuall make other calls then just to Telus.
Anybody have any success leaving this service. I'm about to cancel all of my Telus service and just to go Rogers. I don't have time to deal with this "service". Worst customer service ever.
7 Replies
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- Hank0522Neighbour
Same scenario here. I was led to believe the security service was for 2 years also. Never do I recall 3 years. I have toughed it out for the three paying for something I never used. 3 more months to go and I will never trust them again.
- TELUS_Support
Official Support Team
We’re sorry for any confusion regarding the service term. If you’d like us to review your account details, please send us a private message, and we’d be happy to assist.
- Hank0522NeighbourAll we want is to cancel the security services. It honestly has never worked properly since it was installed. The screen that was installed I have no idea what it does. The installer said that there was a problem with them that Telus was working on. That was the last I heard of it. As I stated before I believe that we were duped into believing that we were in a 2 year contract then found out when we went to cancel it was 3 years. Please cancel this as it is honestly ridiculous.Sent from Gmail Mobile
- TELUS_Support
Official Support Team
Definitely not the experience we want for our customers. Were you able to get through to our SmartHome team to discuss this?
- Art_HNeighbourno. total of 7 hours on hold now.
- TELUS_Support
Official Support Team
Ok we will send you a private message.