I spend about $4500 a year with Telus. In January I got an outdoor camera for $7/month but regretted it and wanted to return it. It was new in the box - only plugged in to test it. After a few hours waiting on the phone I learned that there is a $340 fee to cancel. That is a lot for a $50 camera. I pleaded with the agent to waive the fee since I am a loyal customer for so long. He said a manager will call to discuss. Nobody called back. A month later I tried again. Finally, in April, after 8 hours on the phone about this issue up to that point, I gave my ultimatum… waive the high cancellation fee or I cancel all the services with Telus and go somewhere else. No. So, I cancelled everything. A shame, because I have never had one issue with the TV, internet, or mobile phones and liked Telus… for over 14 years. But the $7 charge persisted. Sigh. More hours on the phone. Why is this the only way to communicate? It is so frustrating and a colossal waste of time. So inefficient. An email would get the message across a lot easier. The next agent said sorry and will reverse the last month’s charge and cancel it. The next month another $7. Sigh. On the phone again over 1-1/2 hour. The second representative was defending her employer and implying I was wrong. Just charge me the $340 and stop the $7 monthly bill and cancel the camera, I begged her, and then I ended the call. She left a message saying she cannot proceed with the cancellation since I hung up. At this point I’m feeling physically ill from it. I call again… 45 minutes. Please, just end this relationship now. Finally another agent assured me it would be cancelled. In total, over eleven hours on the phone since February trying to deal with the camera return. It felt like punishment… as if I’m the enemy - after spending over $40,000 with Telus over the years and never once complained. I’m very patient and polite. My request was so simple. The whole thing was made painfully complicated and prolonged for months.
