TELUS Statement

This is a highly unusual case, and our investigation is ongoing. What our investigation indicates to date is that the banking information associated with Mr. Wrig ht?s TELUS account was entered by him online, but it was not in fact for his bank account, and

rather was associated with another person?s account at a different bank.

In August 2015, we heard from a form er TELLIS customer that they just realized TELLIS had been incorrectly withdrawing money from their account for what they thought was a period of two years, and we immediately opened an investigation. We

learned this other individual?s account had in fact been paying ivir. Wright?s bills for ?ve years, totalling $11,3Eili??, which we immediately paid back in full to that individual.

We informed Mr. Wright of the issue and began discussing a plan for him to reimburse TE LLJS for the services he had used and not paid for. Mr. Wright advised TELLIS that he did not notice over a ?ve?year period that TELLIS was not withdrawing money

from his bank account.

Nevertheless, in keeping with our commitment to put our customers ?rst and recognizing we initially informed Mr. Wright that this issue took place for only two years based on information from the affected party, we agreed to payment terms where Mr.
Wright would pay us back for only two years of service over a period of SCI months, at the rate of $132.21 per month, instead of the ?ve years of service he received for free. We believe we have been very generous in waiving all charges owed by Mr.

Wright between August 2014 and May 201?, and extending the reimbursement timeline per lvtr. Wright?s request, where he is paying for 24 months of service over 3i] months.

We have learned through CHI: that Mr. Wright alleges TELUS sent him hundreds of emails and made aggressive phone calls throughout this investigation, and we would like to clarify these assertions are not true. All phone calls with Mr. Wright were
professional and friendly, and per his request, we sent him recordings of each call on a USB. We also informed him in advance that he would receive automatically generated emails for each month of service as we reversed the payments on his account.

Further, as part of the active investigation, Mr. Wright sent TELUS emails with questions both related and unrelated to this issue, and TELUS responded to assist Mr. Wright.

We believe this situation has been resolved fairly for all individuals involved.