Au revoir Telus

May 27, 2014  •  Leave a Comment

My Telus Mobility Experience

Three years ago I signed a Telus contract, where for $62/month I got a Google Nexus S phone, and as it turns out, a few headaches as well.  Over the 3 years the actual phone experience was not bad, with few dropped calls and fairly complete cellular coverage, so I would give Telus fairly good marks in this regard.  Another fairly positive experience was that it was generally easy to get in contact with customer support.  Unfortunately I have a reasonable large sample size to come to this conclusion.

Shortly after I started with Telus I noticed an extra $10/month on the bills.  After quite a bit of phone tag it turned out I was being billed for an extra ring tone from some company in the eastern US that Telus was adding to my bill.  This seemed easy to deal with - I had not purchased a ring tone so just refund me for the amount you have billed me and we're good to go.  I'm sorry Mr Hill, but this is a third party so we can't do that.  Say what?  After more discussion and escalation of the issue Telus ended up refunding the money already paid and giving me a number to text with a STOP code.  Did that.  Next month same old extra $10.  I went through this cycle for 13 months before Telus finally stopped billing me for something I never agreed to.  That probably adds up to a day of my life I would do differently.

The plan included unlimited texting.  I'm not much of a text guy, so months would go by without my making or receiving texts.  As you can guess, by this time I was watching the Telus bills like a hawk.  Every now and then I would get an extra billing for texts.  Every time I would call customer service and they would very graciously credit my account with the billed texts to solve the problem, and every time they would promise it would not happen again.  I kept getting billed for texts right through to the end of the contract 3 years later.

At the end of the contract all I can think about is I'll finally be out from under the Telus yoke.  I call them up to make sure they cancel my service at the end of the plan.  It turned out allowing the plan to lapse is a non-trivial event.  It took me three phone calls and 90 minutes to do this simple thing.  I was forced to listen to Telus offers of better plans and deals, even when I told them "JUST CANCEL THE PLAN".  After that I received 4 phone calls from Telus and several emails trying to offer me better plans.  I felt like a victim of corporate stalking.

In the process of switching to another provider I needed to know how to proceed so they could transfer my cell number to my new provider.  A very nice young lady warned me that Telus would charge me a fee to transfer the number while it was still under my Telus plan.  Once more I'm back at Telus customer service, asking how do I transfer the number without being charged a transfer fee, which is really a plan cancellation penalty in my case.  The Telus lady said no problem.  We are cancelling your service on May 26.  Better leave it a day to be safe, so just go to your new provider on May 27 and they can claim the number.  On May 27 I do this and guess what - Telus has no record of my number because the service has been terminated.  Hey, I'm not surprised.  I'll just get a new number, but thanks again Telus.  At least with the new number I'm not getting any more calls from Telus trying to keep me as a customer.

For some reason I don't understand my Telus billing cycle is different than the contract cycle, so I have one more Telus bill coming in June.  I'm guessing they will give me one more reason to call customer support...


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