I bought a htc pda from telus on june 24 2007. It worked with a few glitches here or there, turning off and on on its own, freezing etc. Then suddenly the phone just would not turn on at all. I went into a telus store only to be asked repeatedly if " i used my phone in the shower...". Apparently, i had exposed my phone to moisture and was s.o.l and would have to pay to replace it! I am telling you with all honesty i have never exposed that phone to moisture. I was in tears begging telus associates to believe that i had not exposed my phone to moisture. I am a 27 year old business owner and i was insulted by the treatment i got. The staff was rude and accusatory. I was being convinced to give my "broken" phone to telus and pay 125$ for a new one! (i just paid full price two months ago for a new one!!! )when i asked if i could receive a diagnostic of the problem or notified if it could be fixed i was told "no". Now, someone help me here: why would i hand off a phone i paid full price for and am sure i did not damage, only to never see it again or told what exactly the issue was? What if they discover a defect? What if i can be refunded for my troubles? It all seems very shady to me. I suspect i was sold a refurbished phone and in turn my phone would probably be resold once they fix whatever the problem is. In the meantime my hard earned money is being spent replacing a phone i didn't break in the first place. I am still seeking some advice i can trust and am phone less. If anyone has any advice on how to get this resolved that'd be great. I will keep you posted!

I have a daughter with a learning disability who just likes to be able to feel normal like the rest of us. She is unemployed and receives a disability supplement of $240 month. She acquired a pay as you go phone from telus, against our advice, but no harm when shes out of money shes out of phone and it gives her a mere sense of being normal. Well the face plate broke so she went in to a telus store and the representative said why do that for only $25 month we will give you a new one, well we all know thats not how it works and everything is plus plus. She has no income, lives in a group home, has no verifiable ID or Drivers license. I immediately contacted Telus to inquire how they could sign a contract with a person who has no income, needless to say they never responded. Two months later the phone is cut off as she cannot pay and I'm sure it is reported on her bureau. I contact telus again and advise them that she is now living with me and i have power of attorney to deal with them on this matter (my daughter signed a letter saying I could). Telus says that is the only way I can deal with them. So I fax it off to them, 2 weeks later they say they never received it, so I fax again, my original letter is sent to the office of the president, but now I'm dealing with a collector i believe , he won't identify himself as to position or department. Well now they have the letter and we can sort out this mess you'd think, NOPE, now he requires another letter faxed to him proving signatures. They don't even have proof of her original signature as she doesn't have ID. Now I know I'm being run around by a collector and ask him, he says unless I send proof of signatures he will have no more contact with me, I tell him that is fine and he now has her New address so any bills or collection notices can be sent to her here. As of 4 months later she has received no correspondence from them and I believe this guy at telus labeled her untraceable in order to get a judgment against her. Telus is the lowest Scum i have encountered in a long long time... would advise all to shop somewhere else.

I recently received a large bill from Telus Mobility after transferring my numbers to Rogers, due to poor cellphone reception and customer service issues. The bill contained (amongst other charges) a $240 cancellation fee. Upon contacting Telus customer service, I was informed that there were service contracts remaining totaling 9 months between two phones that were on the account (72 month commitment between the 2, 63 months fulfilled).

I requested a compromise for the 9 months remaining, since the value Telus attributed to the 72 month commitment was $400 (their quote to me), I offered to pay back the percentage remaining 9/72 of $400 or $50 total.

The agent refused to compromise - I then offered to reactivate the account in order to payout the remaining contract. They would not take this option either.

Finally, I quoted the more than 11 years (between the 2 phones) that I had been a customer - and asked was it their intention to make sure I would never be a customer again? The agent commented that they can not do any crediting of these fees.

I then asked if they would like me to cancel my other accounts (home phone, etc) with Telus?

The agent offered to do so immediately if I would provide her the numbers.

It's unfortunate that this is how Telus would treat a long-time customer, happily canceling accounts and leaving a sour taste that will long ensure I will never do business with Telus again.

My name is Daniel and I have been a Telus Mobility customer since December 2004. Apart from not receiving a cell phone signal in my house, I found my Telus cell phone to be useful and productive. During the first year and a half I did not have any issues with Telus' customer service representatives until I received a bill for over $1,000.00 in services for the month of August 2006. Curiously, Telus stopped mailing detailed invoices/bills to my house just before the shocking invoice. Telus' web site also did not display the breakdown of incoming and outgoing calls for the August service. Now Metropolitan Credit Adjusters Ltd. are calling my home and harassing me at my workplace requesting money for an invoice for an outrageous amount that I cannot confirm is warranted or justified, because Telus refuses to send me a detailed bill. I am totally dissatisfied and very frustrated with Telus' stonewalling in providing a simple invoice to fulfill a request from a long-term customer.

During the beginning of September 2006, I contacted Telus' customer service line to request a detailed invoice/bill that displayed all incoming and outgoing calls because I did not receive a bill in the mail and Telus' online web site only displayed an amount owing of over $1,000.00 for August's services. All of my past invoices from Telus Mobility, before August 6, 2006, had been outlined in an itemized billing structure that allowed me to view a detailed analysis of my mobile services. The customer service was helpful to some degree and advised me that I had to pay $10-$20 for a new invoice to be printed and mailed out. I made the point that I was not responsible for the lost invoice and went on to explain that I was being more than generous in agreeing to pay for a reprinted invoice. The customer service representative assured me that the new invoice would arrive near the end of September.

Near the end of September, Telus disconnected my mobile services without warning and I was again compelled to call Telus' customer service number. I explained to the customer service representative that I was going through an unfortunate marital separation and that I needed to see an invoice that outlined the incoming and outgoing calls for the mobile services for the month of August. I understand that Telus requires payment for their services, and Telus needs to understand that I require a detailed invoice to justify their payment demands. The customer representative understood that I was going through a separation and that my self-employed contracts fluctuate my financial situation. Telus' representative agreed that it was hard for me to commit to a concrete payment plan for a bill that was over $1,000.00. The customer representative then stated that I had to accept their payment plan or I would not have my cell phone re-activated. To avoid argument I agreed to Telus' payment plan, believing that I would receive a detailed invoice as had been promised twice in one month.

On November 30th my phone was disconnected again and I had not received any detailed invoices in the mail or a disconnection warning. Telus' online site did not display the itemized billing that I requested back in September. The first representative I spoke to was not the least bit interested in my request for the detailed bill/invoice. I explained that almost two months had passed and I had not received the detailed invoice that I had twice requested. Clearly I am not paying for an invoice that is not broken down in a detailed format, and it is Telus' responsibility to justify their services and provide me with a detailed bill. The conversation with the first representative was not going anywhere and I requested to speak with a manager, due to the fact that no one at Telus would listen to or follow through with my simple request for an invoice. I was directed to Erika and was told that I could not speak to a manager unless my reason was valid. Erika was extremely rude and would not listen to my simple request which was to mail me a detailed invoice that was the same as the invoices that were sent prior to August 2006. Erika continuously accused me of not paying my bills due to my financial situation and did not validate my reason for holding back the entire payment. Exhausted from arguing, I explained to Erika that as a customer of Telus I do not pay for harassment, belligerence, and incompetence for not providing bills; I pay for their professional services. I then requested to terminate my Telus account immediately and Erika began to threaten collection action on my account if I terminated the account. I am appalled by Telus' despicable customer service tactics and attitude, and if the company would record each customer service conversation, Telus executives would realize the extent of the contempt in which their customers are held by their employees.

Telus continues to charge me approximately $15.54 a month for late payments, when the itemized bill should have arrived at my house at least by the end of September 2006. If I had received the itemized bill, I would have paid the outstanding balance to avoid any future service disruptions. When Telus disconnects my phone without any notice or warning beforehand, it is obvious that Telus intends to completely ignore my simple request for an itemized bill, and bully me into submission. As a customer of your company who signed a three year contract, I naively expected to be treated honestly and fairly, but by ignoring my two requests for a detailed invoice you have breached any trust I may have had with the company. I am now wondering whether a fraud has been committed with regard to my account, but I have no way of knowing because I have been refused an itemized bill.

Within several minutes of searching for Telus Mobility customer service problems, I came across numerous complaints regarding Telus’ inability and unwillingness to handle simple problems in a professional manner. These complaints would definitely arouse questions as to the competency and honesty of Telus, and serve as a warning to the general public.

For the most part I do not have any problem paying Telus as soon as they can provide me with a detailed invoice that displays all mobile services for any incoming and outgoing calls for the month of August. If I do not receive a detailed invoice outlining the incoming and outgoing calls for the services given during the month of August 2006, I see no reason why I should pay the bill amount of $1,060.80, which is 934% more than my average bill.

After canceling my account with Telus, I received a gift card in the mail. Rob Durham, Senior Vice President Client Operations states, "Tis the season, and what a better time to say thank you for being with us. You're one of our best clients - and we value your business." Mr. Durham concludes the card with, "We realize you have a choice and are very glad you've chosen us. We're committed to earning your business by providing you exceptional value, a superior network and a client care team that's second to none."

I would like to speak with Mr. Durham directly and explain how rude, ignorant, incompetent and belligerent his team of “customer service” representatives are. Telus' customer representatives make me feel like I am of no consequence as a customer and definitely not one of their "best clients".

This entire situation with Telus has caused me distress, frustration, has ultimately wasted my time and cost me money. I have been forced to remove your unprofessional services and re-print my business office stationery. Almost every client of mine has asked why my mobile phone line has changed and I explain that Telus could not resolve simple issues in a reasonable, competent and professional manner.

As a result of your unprofessional and questionable actions, I have signed a mobile contract with Rogers Wireless. For some time now I have been well satisfied with Rogers' customer service skills and their cable and Internet services. Telus should seriously consider remodeling their customer service operations with quality managers and strict service guidelines. When your employees go out of their way to harass and berate customers and when they refuse to provide a bill, which is a basic necessity, then Telus has a real problem on its hands.

I will not recommend Telus to any of my family, friends, colleagues or business partners; in fact I will make sure they hear of my experience with Telus. It is very unfortunate that Telus cannot practice professional customer service skills and consistent billing procedures in order to resolve simple issues for a long term customer. In the meantime I am contacting the government Consumer Protection Branch.

As a Telus customer for almost a year, I am very unhappy to say that my phone has consistently been giving me a lot of problems with reception, battery life, display problems, and sometimes I don't even receive calls or messages. When I called Telus on Tuesday July 4, 2006 for the first time, I was put of hold for 15 minutes until I finally hung up. Later that day I called again and talked to another representative, Carol. I told her the problem that I was having and explained that I had already sent the phone to be repaired once before with the same problems recurring.

This cellular phone is under warranty and I am regretting having a Telus phone, I would like someone to review this complaint. As a paying client, I feel as if my concerns are not taken seriously, please get back to me with respect to this urgent matter. If I did not need the use of a cellular phone, I would not have purchased one, I am a very, very unhappy customer.

Regards,
Orel.