Hi Krystal: Our apologies for any confusion. The original operator escalated your reactivation to management for further review. We understand there was a resolution provided to accommodate your needs and we are happy to continue servicing your security needs. Please reach out to me directly if you require further assistance. Mirella, Sales Manager 1-866-247-4999 Ext 2235 or email [email protected].
Thank you for your loyalty and support over the past 20+ years — we truly value the trust you've placed in us and do not take your concerns lightly.
We sincerely regret the frustration you've experienced during the recent transition to TELUS and understand how unsettling it must have felt, especially during an alarm event. Your expectations for prompt, professional support are completely reasonable, and we’re sorry that your recent experience did not reflect the standards we aim to uphold, just as is the expectation with Telus.
To clarify, our base monitoring rate is pre-paid annually and has only changed when customers have requested updates to their services. Even with our standard third-year increase, the total would not amount to the figure you mentioned, so we would require further details to confirm this. That said, we’re happy to review your specific billing history with you directly to provide full transparency.
We also understand that the recent migration has caused confusion. The email and letter sent to customers in advance included resources — including telus.com/TMC — outlining how alarm response protocols have been updated and what to expect going forward. While we cannot verify hold times outside our central monitoring team, we do know that reaching other TELUS departments may result in longer waits, and not all migrations have been completed, meaning technical support and account/billing teams currently do not have full account access until further notice is issued.
Hi Marshall: Please be assured: your monitoring service remains active and Telus shares the same commitment that The Monitoring Center (TMC) has over these years, offering more robust services and features to help keep you safe. We remain committed to your safety and encourage you to reach out to us directly if you’d like to review your account, confirm your current coverage, or share more about your recent experience so we can help address it more specifically.
We appreciate your candid feedback and the opportunity to improve.
Hi Rob: Thank you for your years of loyalty. The $9.99 is our introductory price ... the $3.00 increase is not just for you but does occur after some time as does the cost of living. We do our best to be the best pricing and the best servicing facility in our industry and our proud we have been able to keep our pricing low for our customers. We hope to continue servicing your alarm monitoring needs moving forward. I hope this helps you. If I can be of any further assistance please feel free to contact me directly, Mirella, Sales Manager 1-866-247 4999 Ext 2235.
Hi Jt: We do apologize for any inconvenience. Our team does their best to service our customers. most issues can be resolved right over the phone and any site visits are prioritized. Please feel free to reach out to me so I can try to assist. Mirella, Sales Manager 1-866-247-4999 Ext 2235. Thank you for your loyalty and your patience Jt.
Hi Maria. We do apologize for any inconvenience, however have a DSC system which panels have been discontinued and parts are not readily available for this specific panel. We must purchase parts from ADI and if parts are unavailable our hands are tied. We can offer you an upgrade to a Honeywell system which parts are readily available. Please do reach out if i can be of any further assistance. Mirella, Sales Manager 1-866-247 4999 Ext 2235 or you can email me directly at [email protected]
Brinks Home™
privacyon.com
Alder
MultiPolls
Cove
GOTRAX
ToyWiz.com
Garvee