A few years ago, I moved from the 31st floor to the 21st floor of the apartment building I was living in. During that move I needed to move all my services, including my Telus ADSL account, which conveniently would not work unless I also subscribed to Telus phone service as well. I called Telus to inform them of the move, and they proceeded to explain that I would be charged a moving fee. I was hellbent to ensure I would not pay a dime to move 10 floors, making Telus modify a single line in their records under 'unit number' maybe? After moving through the ranks, and finally talking to higher up exec's, I finally managed to convince them I shouldn't need to pay for this simple of a move... So that was the end of that... at least so I thought. A little more than a year later, I called Telus for some reason - probably a billing issue, which seemed to be a regular occurance happening almost every month while I was a subscriber with them. This particular time was different, because it appears someone, somewhere in Telus discovered a mistake they had made when they moved my account to my new address on the 21st floor. It appears they neglected keep my old account, but rather start a new one and keep the old account going as if I had never moved from my old address. Their automated system must have turned this off after a few months, because by the time they found this issue I owed them a little over $200 on my old account. I was completed oblivious to this fact until a week after my call, I received a collections notice at my new address for the old account, that Telus forgot to move, document, transfer and/or correct for over a year. I immediately called Telus to ask why I owed all this money out of nowhere and they proceeded to explain how the issue occured. After hours, and I mean hours... over ten hours of calling this person and that person, I finally discovered that Telus didn't move my old account to my new address, and continued billing me, and also added late fees because I wasn't paying for some reason... gee I wonder why? So Telus made a mistake, and now I pay for it - all at once, out of nowhere. I proceeded to argue I shouldn't have to pay for their mistake, but they insisted that I am responsible for my account, and to pay it. Ahhh.. the dilemna - Telus wouldn't own up to their mistake and was willing to lose me as a customer - and hopefully everyone who reads this - forever. So I ended up paying the bill. Not more than a month later, still fuming mad - I discovered that Telus or any company for that matter could not charge for something that was left for longer than 1 year on a Better Business Bureau website. Thank god! I called Telus customer relations, and by this time I had about a half-dozen numbers of various people having dealt with them not a month before, and ordered them to give me my money back. After quoting the law ordering to the BBB, Telus backed off and finally decided they could give me a credit for the amount I had paid. They wouldn't mail me a check - I tried, without success. So I let my credit wear down until there was nothing left, and proceeded to cancel my ADSL internet service. Since then, I have also canceled my phone service. Sometimes their marketing team calls me up and asks why I left, or if I'd consider coming back - not knowing of my past experience with them, only hoping to make their signing commission off me - but I tell them... in not so many words as my explanation here, but I tell them. I doubt I'll ever recommend Telus to anyone, and I will continue to tell everyone I know how Telus does not care about their customer, but rather - they care about their bottom line.