Hidden Cancellation charges...

[MrSL]

So after 2 years with TELUS, the only product worth retaining is Gig fibre internet, that's if you have fibre installed to your property.

I signed an agreement following a 'Salesman' cold call. For what I thought was 2 years, back in 2023... Internet, TELUSTV-21T 4k STB, cellphone and Smart-home security. I didn't notice the year digit difference for Smart-home - a 3 year contract.

No worries though... Speaking to 1 of 4 TELUS employees over 2 day's I explained that my contract does not have a penalty... (see Page 2)

My mistake; TELUS had HIDDEN on Page 9 of a 40 Page Contract!!! the following which I didn't notice because of the cancellation charges detailed on PAGE 2

So long and short. I negotiated; after speaking to 4 different representatives over 2 days and nearly 2 hours on the phone; a good deal for another 2 years of Gig-fibre Internet. I'm happy about that...

But because of the hidden cancellation charges I either pay 1 years cancellation, or pay for another years service for a sub par Smart-home system that I use as a doorbell camera. As I explained to the call centre employee - not mad at you, mad at TELUS...  Another year of wasted money... I didn't think my opinion of customer service could get worse, but sneeky, you have outdone yourself TELUS... Seriously.

Little wonder TELUS ranked worst in customer complaints to the CRTC recently in 2025.

After this sneaky and costly treatment, you can add another complaint making it;s way to the CRTC..   

[Rocky3]

😎we have our eyes on you.

Thank you for the 5 year renewal

[MrSL]

LOL. That was an ordeal trying to get a good rate for just 1 service and they cut my TELUSTV-21T off early during the renewal... Although I didn't complain about that. 😂

I did see that the cancellation policy for Smart Home Security is now lumped together on Page 2 - less hidden now... Of course, I read all (now only) 36 pages of the contract.

[TELUS_Support · Accepted solution]

Hi! Sorry to hear about your experience MrSL. We do appreciate you taking the time to share it with us. Regarding the cancellation charges, we understand how unexpected fees can be frustrating. We aim to ensure all terms are clear, and we're sorry for any confusion this may have caused.
We also want to make sure you are happy with your security solution and smart devices can be tailored to give you best option to maximize the value. Please reach out to us directly in a private message, so we can further assist you. Your feedback helps us improve, and we will work to turn this around.

[MrSL]

DM on it's way...

[MrSL]

So, thank you to @TELUS_Support and in particular the person that was communicating with me!

I am happy to say that the issue has been resolved and the '3rd yr' part of the contract was cancelled, without penalty. Credit where it's due! 👍