Wow. There are actual people at the other end of the CRTC email addresses! So yesterday, I wrote about how Telus just added a $2.95 long distance access fee to those customers without Telus long distance plans. Here’s what the CRTC says:
Thank you for contacting the CRTC concerning the new long distance administration fee recently implemented by TELUS.
I would like to advise you that the new fee is related to long distance services which the CRTC does not regulate. However, in response to concerns raised similar in nature to yours, the CRTC is in the process of reviewing the issue.
In the meantime, we suggest that you contact TELUS directly to voice your concerns. If you are not satisfied with TELUS’ response, you may contact the Commissioner for Complaints for Telecommunications Services (CCTS) since TELUS is a member of the CCTS. The CCTS is an independent agency with a mandate to receive, to facilitate the resolution of, and, if necessary, resolve eligible consumer and small business complaints relating to certain retail telecommunications services.
All complaints to the CCTS must be filed in writing:
- by postal mail: P.O. Box 81088, Ottawa, Ontario K1P 1B1
- by fax: 1-877-782-2924
- by completing the online complaint process: http://www.ccts-cprst.ca/en/Wiki.jsp?page=ComplaintForm1of3On behalf of the CRTC, thank you for sharing your concerns with our office.
Sincerely,
Michelle Edge
CRTC Client Services1-877-249-2782 toll free/sans frais
819-994-0218 facsimile/télécopieur
Canadian Radio-television and Telecommunications Commission / Ottawa, Ontario K1A 0N2
Conseil de la radiodiffusion et des télécommunications canadiennes / Ottawa, Ontario K1A 0N2Government of Canada/Gouvernement du Canada
Wow. I guess the CRTC can’t do much now to help me out. It is nice to know that the CRTC knows about the issue though!
Looks like my next step is to fill out an online complaint!
fox
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Your Two Cents:
I made the huge mistake of switching to Telus in Dec 2008 (only because I needed to be able to receive collect calls) and I’m still waiting for them to fix the problems with the TV and the internet. A tech is coming out tomorrow so we’ll see but I highly recommend that people avoid Telus at all costs because my experience with Telus has been nothing but a nightmare. I finally stopped calling them for awhile because I needed a rest from dealing with incompetents. It is beyond me how any company can still be in business if this is how they conduct themselves. Unfortunately I’m now tied into a contract so we’ll see if they fix things tomorrow or not.
I chose Telus’ $20 for 200 minute plan in a 3 year contract (and a Motorola Razr2 PCS phone). I also agreed to try out some additional options like web access and text messaging knowing that each time “I used those options” there would be a charge but I wanted these options in case I needed to download updates from the web or if I wanted to send a text message. Unknown to me, simply by agreeing to have web access, Telus took it upon themselves to send my phone web update requests so each time I used my cell phone, it would check the web for updates and simply by agreeing to text messaging, Telus decided to send me daily informational text messages each of which cost me an additional $1.00. I was not a heavy cell phone user but I typically used my phone 3 or 4 times a month and I never sent a text message or checked the web myself but my monthly bills were close to $70.00 for this $20/200 plan. That is gouging the customer.
ABOID TELUS. WORST CUSTOMER SERVICE YET
I made the huge mistake of signing a 3 year contract with Telus for a $20 plan that came out close to $80 every month. However, I was fine with all that up until I started being charged for reasons none of the agents could justify. I was charged $180 for two months. I call in to inquire about this, and after being tossed between 5 different agents and being on the phone for 3 hours (absolutely no exaggeration), I am finally told by a manager that the charge is from the month of April, which our department FORGOT to charge you… so the amount is being carried forward now (which is JULY). WOW, thats all I can say… simply the worst customer service yet. Coming from a manager, in her own words. Their mission statement is to satisfy our customers… really? By blaming the customer and charging them for a mistake that your department made 3 months ago?
Wow, you are in the same boat as me, and I am not the only one. We signed up in December 2009 for a clear and data plan on 2 blackberry curves. Our cell phone plans are around $128 a month before taxes. After taxes around $150 for the last 2 months. Anyways, my wife breaks her phone, and she gets a new one under the service protection plan that we pay each month. We figure out later that when we put her new phone on the account it will cost us $10 to do it online or $25 at the store or through customer service for an esn swap (replacing phones). Well, the troubles keep piling up. I took my phone in because it died on me when we tried to do an update on the computer. We take the phone in to the store, and they tell me oh that will be $150 security deposit for a loaner phone. I am like what? Are you serious? So I said whatever, I need my phone for work. They give me a blackberry pearl. (what a huge inconvience). That evening I left the store, and I discover that I cant set my email up. Try to go online, and I have no internet service. I go back to the store, and ask for help, but the guy doesnt help me but give me a website to set everything up at home. I am even more frustrated. I leave, and I talk to my wife, and she says no we dont want a Telus e-mail. So I go back, and I try to talk to the other store rep, and he just passes me off to the original person I dealt with. The guy tells me the same thing, and just wants to play around with his cell phone (saw it with my own eyes). I gave up, and went home to try the website on my home computer. Went to the computer, and tried the website, and it said i had to try on my loaner blackberry. I call into tech support, and they tell me a simple 1-2-3 soultion. Phone works on the network. The tech rep also tells me that he is suprised they asked for a $150 deposit. I call Telus customer rep, and they just argue with me all these are standard fees. I am so ticked now. Then, my wife calls me to say that they charged $10 per month for the last 2 months for navigation (gps) which she never used. She had also removed the application from her account once before, and she just removed it again. I call back and tell the rep that she needs to take it off the account. She says okay I will take it off, but next time you use it, you are responsible for the charges (never used it before). Now back to my loaner phone, I get facebook notifications, but when I check for the notifications, there is nothing there. I have to check on a computer at home. I dealt with it for 2 whole weeks.
I went to pick my phone up on Saturday at the store, and I begin using it again, but I dont have interet again. So I call my wife to ask her if she remembers what she did. She guides me through it, and I am connected, but I still have to set up the rest of my data apps,eg. bbm. (forget it the store reps are useless). Later that night, I discover that 2 of my keys are not working. I call Telus, and they are doing system upgrades, and will be done the next day. (It was Tuesday before I got talking to a rep after trying to get through.) My wife also discovers that there is a piece of hair or a scratch under my screen. My wife goes back to the store to see what they will do with my cell phone. The girl just takes the phone apart, and my keys are magically working again. As for the scratch or piece of hair in the screen, she says they cant waive the activation fee for a loaner phone. They will just do as normal send the phone away and you get a loaner phone for $150 that sucks as ever. I called retention, and they say we dont want you to leave, but this is how it is. So Frustrating! Telus needs to stop gouging the customer because we are ready to leave!
And people dont ever sign another contract because they will get you while hooking you on a 3 year contract!
Just got my new Telus bill Effective Sept 21 Telus will charge $2.00 month for a consumer to get their bill. No problem with Telus new found charge to force their customers in contracts to use e-pay. Telus can make up any new charges they so choose. (as they were going broke sending me paper bills)
My concern here is now that Telus has added their new charge is my contract now open for renegotiation. I wanted to cancel my contract they will not let me without a $280 charge. I have no choice as a consumer.
Unlike other types of transactions I can shop or bank elsewhere if they change the charges at little or no charge. I am locked in with Telus and have no choice.
Where will Telus charges end?
Current customers under contract should have some protection. If I renew or sign a new contract no problem I have been disclosed the fee.
File your complaints about Telus here:
http://www.ccts-cprst.ca