Get comfortable because this is a long read. I’m absolutely lost for words, and have no idea what to do now. Open to recommendations, and I have contacted the CRTC.It all started five weeks ago when I contacted Telus to set up a new business mobility account. I spoke with sales agent Mark Kristofferson (Soho), who offered me a good deal and assured me I could open a new business account, get a new device on contract, and transfer my phone number from my existing Telus business account to the new one (as I’m switching companies but keeping my number). He told me to call Telus support after receiving the new device to complete the number transfer.The initial sales call took less than an hour and everything seemed smooth. I signed the contract and received my new device in the mail. After setting it up and transferring data from my old phone, I called Telus support to port my number—this call turned into a 4-hour ordeal.I was connected to Marjorie-Mae Vergara from the Philippines. She clearly didn’t understand my request, even though I explained multiple times that I wanted to port my number from my old business account to the new one. After two hours on the call, it seemed like the transfer was complete. But just before ending the call, she casually said, “Just for future reference, next time say you want to do a transfer of ownership instead of porting a number—that’s why it took so long.”I was shocked. Transfer of ownership? That was never what I asked for. I told her that I specifically said I wanted to port the number. She apologized and said this type of mistake was rare, and she’d need two days to find a solution.Two days passed—no call. I emailed her, and she finally called me back a day late, telling me to send back the brand-new phone and cancel the contract. Instead, I’d have to use the old phone that was mistakenly transferred. The problem? That phone was on an old $120/month plan—double the price of the plan I signed up for.Still, out of sheer frustration, I agreed and sent the new phone back. I asked her to apply the better plan to the old device instead. She said “no problem” and promised to call me the next day.That call never came either.At this point, I submitted a complaint through Telus’ complaint form, which claimed a manager would call me within 48 hours. Nothing. I submitted the form again—still no call. Eventually, Marjorie-Mae called again, put me on hold for nearly an hour, then told me again she would call back the next day.Another broken promise.After waiting a full week, I called Telus to cancel everything. I spoke to Jose Alas, who was on the phone with me for about 2 hours. We went through everything from the beginning. He said he’d try to get the plan adjusted and told me I now owed $1,200 for the phone I had returned—the same one I was instructed to send back. I said no way Jose. He said he would try to void the charge and call me back in two hours.It’s now been two days—no call. Again.I submitted another complaint form, and here I am—still paying for two contracts, only one phone in my hands, and zero resolution.This has been a nightmare of wasted time, confusion, broken promises, and terrible customer service. If you’re considering Telus for business services: don’t. No matter how good their deals may seem, avoid them at all costs.

Switched from Telus to Koodo. Telus sent me a link to “view bill” that I couldn’t access because they had already closed my access on the MyTelus app. Telus Cust Service didn’t know how I could view my bill or how to send me a copy. Transferred me to Tech. Tech didn’t know how I could view my bill either. Transferred me to Accounts. Accounts didn’t know how I could view my bill either. They said I could just pay them what they say is my balance due. Told them I needed to see a statement first. They said $15 service charge to send a statement. Told them I wasn’t paying a service charge to see a final bill, they should waive the service charge. They put me on hold, with annoying music being streamed into my hearing aids. When the total time for the call was going on an hour, I gave up. I’ll pay the bill if/when they send me a bill.

I was at your new westminster store .They were not able to complete the new phone install after I paid for it.I asked for my returned phone back and asked for a refund on charges. They refused to give my old phone back and they refused to provide a refund. They also refused to provide me with a copy of the contract I had just signed.The person that was providing the service was I believe in training but who was I believe her supervisor did not even attempt to provide help. I spend in the order of $ 500 on cell service with Telus and am having second thoughts. I will definitely never go back to your Royal City new westminster location.