A Canadian man is claiming that Telus failed to honor a new two-year contract he was promised in January. The customer, who wishes to remain anonymous, says a representative offered him a deal that would lower his monthly bill from $350 to $188, with two months of free service.
Customer Experience
The customer expressed his excitement about the new contract, believing he had found a great deal. However, upon receiving his February bill, he discovered he was being charged over $400 per month—more than before.
"I was expecting my monthly bill to be around $188," the customer said in an interview with Consumer Matters. "But when I looked at my February statement and compared it to what I paid last year for the same services—which included internet and TV—I realized that this year’s total is actually higher."
Attempts to Resolve the Issue
The customer claims he reached out to Telus multiple times but faced long wait times and unhelpful representatives. After contacting Consumer Matters, the issue was resolved within hours. A spokesperson for Telus apologized for the mistake and stated that the company is working closely with its third-party dealers to prevent similar incidents in the future.
"We are committed to providing our customers with excellent service," said a spokesperson for Telus. "We fell short in this case and we are taking steps to ensure it doesn’t happen again."
Ongoing Criticism of Telus
Telus has faced criticism recently over its business practices, particularly following reports of misleading advertising by some of its third-party dealerships across Canada. In January 2022, CBC News reported several instances where customers were misled into signing contracts they didn’t fully understand or were not informed about additional fees associated with their plans.
Complaints Against Dealerships
Numerous complaints have been filed against various dealerships across Canada, alleging practices such as:
- Misrepresenting prices
- Failing to disclose additional fees associated with certain plans or promotions
One dealership owner, who wished to remain anonymous, noted an increase in complaints since 2022, attributing it to consumers becoming more aware of their rights under consumer protection laws.
Telus’s Response
In response to these issues, Telus has stated it will continue working closely with all authorized retailers to ensure that all sales staff receive training on how to serve customers fairly and transparently. This includes:
- Training on how to communicate promotions and discounts effectively
- Ensuring consumers can make informed decisions about their wireless services
When asked about consequences for employees who fail to meet these standards, a spokesperson stated:
"We take all allegations seriously and investigate each incident thoroughly. If an employee fails to meet these standards after being trained properly, then disciplinary action may be taken, up to and including termination, depending on the severity and circumstances surrounding the incident."
Conclusion
While some consumers may experience issues like this one, it is important to note that many people do not read contracts carefully enough before signing them. Telus is taking steps to address these concerns and improve customer service moving forward.
I’m Mark W. Lamplugh Jr., a visionary Chief Executive Officer, Board Member, and best-selling Author with over 25 years of experience driving significant revenue growth and optimizing ROI across the healthcare, wellness, and media industries. Throughout my career, I’ve consistently transformed underperforming operations into thriving ventures by building top-tier marketing organizations, implementing data-driven strategies, and leading transformational change. My empathetic, collaborative, and adaptable leadership style has allowed me to cultivate inclusive cultures of innovation, develop and retain top talent, and forge strong partnerships that fuel organizational success.
Adept in executive leadership, strategic business planning, and brand and marketing strategy, I have a proven track record of boosting annual revenues—achieving up to $1.3B in oncology over three years and generating $360M in mental health initiatives. My approach combines strategic vision with hands-on execution, as evidenced by my success in launching innovative facilities, expanding services for addiction and mental health care, and enhancing organizational brand visibility. As author of “The AI Marketing Playbook,” I contribute thought leadership on the integration of artificial intelligence in marketing, a role that showcases my commitment to staying at the forefront of industry innovation.
I also bring my insights and expertise to a broad audience as the host of cable tv & global streaming of “Street Level Marketing Show,” while my writing has been featured in major publications such as Entrepreneur, Business.com, The Startup, and Kivo Daily. Whether I’m implementing targeted digital marketing campaigns that engage over a million individuals monthly or overseeing multi-million dollar budgets to maximize return on investment, I approach every challenge with a combination of strategic planning, creative problem-solving, and unwavering dedication. Above all, I am passionate about expanding access to high-quality addiction and mental health care through innovative solutions that drive both patient outcomes and organizational growth.
Mark serves on the board of One World for Life, National Fire Heritage Center, and the Institute for Responder Wellness.
Mark (https://marklamplugh.com) is one of the top marketing executives in the United States and has revolutionized how companies reach potential clients thru influence, SEO, social, PR, and traditional marketing. His expertise in Marketing, Social Media, Digital Marketing, and Public Relations has generated millions of dollars in revenue for several national companies. Mark documents many of his techniques in his book “Beginners Guide to Social & Digital Media.” and “Marketing Playbook for Social Media,” which was named the top 100 social media marketing books of all time by Book Authority. He’s also a professional advocate for the behavioral and mental health of firefighters and other first responders. Marks articles have been published in Better Marketing, Startup Magazine, Social Media Today, Kivo Daily, Biz Catalyst 360, Fire Engineering, Firehouse Magazine, and several others.
One of his companies, niches, are marketing products and services to the public safety industry and their employees, specifically mental & behavioral health services. He can be reached for comment at ceo@influencemediasolutions.com
23,000 #1 Connections, 40,000,000 US B2B Contacts and 300,000,000 B2b/B2C email contacts as well as 1,000,000+ monthly social media reach. https://marklamplugh.com
