Telus has crystal clear: shareholder profits come first, customers come last. Once you’re locked into a contract, support evaporates. I fought through layers of escalation just to get a blatantly incorrect bill acknowledged and corrected—verbally confirmed multiple times—yet the charges keeps appearing. The Tier 2 manager who swore they’d personally monitor my account? Disappeared. Yes, I should’ve signed up through the original EPP email link. But while on the phone about my primary account, I asked a basic question about setting up service for a second address. The rep pushed hard to “help”—chasing commission, not clarity. I agreed if I’d receive the promo I was offered. At no point was I told I’d be buying equipment. That was never discussed. Had it been, I would’ve declined. Telus wants to charge $850 for their 5G modem. I can source many 5G modems online, brand new, for as little as $300—before applying discounts I qualify for. Price inflation disguised as convenience.
Separately, I’ve been shopping for a new phone. Telus’ “trade-in credit ” actually nets $120 less than getting the phone directly from Samsung. Telus manipulates irs structures to look competitive while burying the real math. Then comes the aha moment: Telus charges GST on the full price before applying their own credits. These aren’t third-party coupons—Telus is the vendor. CRA rules allow vendors to reduce the item price before calculating GST. Telus chooses not to. One manager even claimed they “can’t refund GST.” False. Every GST-collecting business holds that tax in trust and can reverse charges when refunding. Why not Telus? I’m on LTD, awaiting hip surgery. That $100 billing error hurt. And Telus seems happy to keep piling it on. I won’t cancel. I’ll go to the CRTC, the CRA, and the media if I must. This isn’t confusion—it’s a business model built on exploitation.
