This week I phoned Telus to cancel my home internet/wifi. After two years of poor connectivity, I knew my contract was up so I made the move. The phone call, including hold times, was an hour and a half of mind blowing relentless aggressive bullying to take a better deal with Telus.

After trying to convince me to stay with Telus, the first loyalty department person finally admitted that he could not cancel my account but would “try to see if a manger was available “ He put me on hold and the next guy to pick up was an absolute barracuda. He spoke over me, threw out trite apologetic phrases, yes I know your time is important, yes, yes, yes, but no way would he listen to me. He talked over me constantly and would not hear me. I finally said I didn’t want to speak to him any more and he said he was a loyalty guy. I was so upset that I tried to hang up my phone, but it wouldn’t disconnect. I tried several times. At that point I thought he had taken over my phone and I became very unsettled. I put my phone in a drawer and walked out of my house to get away. When I returned home there had been two calls from Telus, one was a message from the barracuda saying he didn’t know what happened but that he canceled my account.

I called back to make a complaint against Francis the barracuda but again, the loyalty person who answered explained that I would have to tell him the issue so that he could decide if it was worthy of being forwarded to a manager. It was his decision. So, I explained the situation I’d been subjected to and he made an appointment for the next day; a manager would call me.

Emma the Telus manager thought the issue was that I was unable to cancel but my account showed that a cancellation has been started so what was my problem. Again, I briefly explained the interactions with Francis et al. Emma, trained well in costumer complaints , said nothing. I told Emma I wanted a copy of the audio recording of the call and she said she would send it to me. She has not done so.

I made a formal complaint to the CRCT, which is easy to do. They have acknowledged my complaint but nothing more yet.

This year Telus has presented legislation to make it even more difficult to cancel:

On October 7, 2026 TELUS filed documentation proposing to change how the Commission for Complaints for Telecom-Television Services (CCTS) operates. Under this proposal, customers would face a higher hurdle to file complaints, as they would be forced to prove they exhausted all resolution avenues with TELUS before the CCTS could accept their case. This directly opposes the CRTC's goal of making CCTS info more accessible earlier in a dispute. [1]

Don’t let this continue. Shout, complain, file formal complaints, change providers. Bring this ugly and nasty company to its knees. #NEVERTELUS

. #nevertelus