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Customer service operating hours
I just called customer service to attempt to resolve a bill which is different from the amount promised by Tellus rep. After extensive "discussions" with a useless chatbot, and repeated requests to talk with a human being, the system told me that the office is closed. It is 7 AM in BC, hence 10 in Montreal. Apparently Telus arbitrarily says that staff will not talk to BC customers before 0900 PDT, although of course they will talk with customers from back east at same time With this approach, I would have to call during my working hours, which would get me fired. What to do? My phone is [mod edit - private info] should a Telus agent wish to cal me, BEFORE 0900 PDT. I prefer to be called after 0600 PDT, but will answer anytime.MyTELUS app showing wrong "Primary" name and number after EPP setup
Hi everyone, I just set up a brand new EPP plan with TELUS, but I’m running into a really annoying issue. Even though the account is entirely in my name, the MyTELUS app header shows my dad’s phone number under my name. When I tap that top bar to view accounts, his name and number show up there as well, making it look like he is the primary owner. I’ve spent the day being bounced around. Tech support told me that my dad's number is the main line, but they couldn't help because it's an EPP plan and to call that department instead. When I finally reached EPP support, they insisted my line is definitely the main one and that the app is just "showing it differently." I find that hard to believe. I want my own info to show up at the top of my own account. What's weird is that in the "Plans" section of the app, both of our names and numbers are assigned perfectly. It’s literally just the main dashboard and the account selector that are messed up. Has anyone dealt with this before? Is there actually a way to fix the primary display number, or am I stuck with this glitch?
public statement of bill cancellation
I have paid the final bill I am owed to TELUS, I have called in to TELUS to make clear that it is over and had that confirmed I am using this public statement as further evidence that my billing has been cancelled If TELUS wishes to dispute that I have indeed cancelled my billing please do not contact off of the forum contact my phone directly, my expectations of a dispute are as follows the dispute is done with sensitivity towards my mental disability, and the large amount of trauma caused by previous interactions and disrespects towards me the dispute towards my cancellation is shown clearly respectfully and to the best of TELUS's ability, I wish again to make clear I have a mental disability to further reiterate why it is so important to make sure that it is clearly understood what the dispute is from this point forward any bills I receive from TELUS must be disputed before I will pay
Customer service or lack of
I don't know what it is so hard to get hold of a human at Telus, or why it is so hard to find out the hours that humans work. It seems like Telus hides this information from online searches and it is **bleep** near impossible to get. My home services was disconnected. I called lasr evening from work and spent 1h38m on holf and got hold of someone who assured me that it would be working by the time I got home. It wasn't, It still isn't, its morning now, I call, I go through the AI am told the department is closed. Nowhere does it say what time to call back I'm frustrated, this is the second time in 3 months this has happened. It should be simple but its not. If this cant be fixed immediately, I am switching to anything else.
Account info
My postal code is incorrect on my invoice/statement which can make signing into Telus App a real pain. It is bizarre to me that a communication company is so difficult to get ahold of. All I want to do is change a bloody postal code. There is no option on the website or app to change this info, so I am forced to be on hold. Telus, do better!TELUS & It’s AI
I had an issue with my Biiling. I called the Telus number where I was answered by AI. After telling AI my issue was Billing AI asked for more information, which I answered unusual Charges AI proceeded to tell me it could help & I kept saying Life representative over & over, AI finally understood my answer to what I wanted & connected me where my wait time would be 15 minutes I then took the option of a call back, I received the call back & after about 30 minutes my issue was resolved by getting a new contract for 2 years. SOMEONE AT TELUS SHOULD REALIZE AI CAN NOT DEAL WITH BILLING ISSUES, INTERNET ISSUES OR ANY ISSUE THAT NEED A HUMAN TO DEAL WITH. Now I understand it’s all about cutting expenses ( paying wages) but at some point it has to stop.Unable to update expiring credit card on file
Hello, My credit card to pay for my streaming services (Disney, Netflix, etc.) is about to expire at the end of this month. I tried logging in online, but I got a new phone in the last few months and the log in verification (using either the app or web browser) is being sent to my old phone, which I no longer have access to. I have a backup email set up, but when I use it - no emails come through. This means I have no way to log in to my Telus account. When I search for a phone number or online form to fill out to ask how to change my credit card - the online form says that it is not for billing questions and I will not get a response if it's a billing question. There is also no phone number for billing questions. This means I cannot log in to my account, cannot phone anyone, cannot fill out an online form, and I have no way to get ahold of anyone in general. Is it not possible to update my credit card in this situation?Pre-Authorized Payments
I’ve been a Telus customer since 1998, back when the company acquired Clearnet. Over the years, I have consistently paid my bills on time and have never had an overdue payment. About three years ago, my credit card on file expired, and I missed updating it in the online system. As a result, a payment was 30 days late. This resulted in a negative mark on my credit report, which lowered my credit score from 860 to 780 for more than 6 months. What made this particularly frustrating is that I did not receive any notification from Telus about the expired card or the missed payment. I only became aware of the issue after the fact, when it was already too late to avoid the credit impact. Since then, I have switched to automatic payments directly from my bank account to ensure this does not happen again. I do not intend to enroll in credit card pre-authorized payments with Telus in the future. At this point, my request is simple: please stop contacting or notifying me about re-enrolling in pre-authorized credit card payments. I will never trust Telus with my Credit Card information again. Thank you.
