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Hello, I am contacting you regarding an issue with my previous TELUS Home Services account. I recently received a collection notice from General Credit Services stating that I owe $215.68. However, I believe I have already paid my outstanding balance in full, and I have bank payment records showing my payments. I contacted General Credit Services and provided my payment records, but they informed me that they require official written confirmation directly from TELUS stating that there is no outstanding balance on my account. Could you please: Review my complete payment history and verify that all my payments have been properly applied to my account. Explain why my account was sent to a collection agency if the balance was already paid. Confirm whether there is any outstanding balance remaining. If my balance is $0, send me an official email confirming that my account has been fully paid and that no outstanding balance remains. If the collection notice was issued in error, please contact General Credit Services to correct the issue and request removal of any incorrect negative credit reporting. This situation is concerning because I do not want my credit score to be negatively affected by a possible billing error. I would appreciate your assistance in resolving this matter as soon as possible. Thank you. Best regards, <Admin edit: Removed personal info.>bill problem
Hello, I need urgent assistance regarding an incorrect or potentially duplicate collection charge on my TELUS Home Services account. I received a collection notice from General Credit Services (GCS) claiming that I owe $215.68. However, I already made the following payments to TELUS: September 8, 2026: $228.81 (000000118995) (000000130117TELUS COMMUNICATIONS) September 11, 2026: $6.66 Total paid: $235.47 I have bank transaction records confirming both payments. Could you please: Verify that both payments were correctly applied to my account. Explain exactly why I am being charged an additional $215.68. Provide an itemized breakdown of the outstanding balance. If this is an error, cancel the collection claim and notify GCS immediately. Confirm whether this debt has already been reported to Equifax or TransUnion, and correct any inaccurate reporting. I am formally disputing this balance until the charges and payments have been verified. I am very concerned about the potential impact on my credit score, especially since I have already made these payments. Please investigate this matter and provide written confirmation of the outcome. Thank you.
Cancellation Fee, Household Consolidation & Unexplained Agreement Changes
I'm hoping someone from TELUS can help resolve my situation. I'm moving in with my wife, and we're both existing TELUS customers. Our current plans: Mine: Gigabit Internet + Optik TV for $80.85/month, contract ending November 9, 2027. Hers: Gigabit Internet only for $100/month, with 18–24 months remaining. I called TELUS on November 6 to schedule cancellation for November 30 and was quoted $390 in early termination fees. I understand that I signed a contract, but we're not switching providers. We're simply combining households and don't need two internet connections. My preferred solution: I'd like to transfer my internet and TV package to my wife's address, maintain my current pricing, and have any cancellation fees associated with consolidating our accounts waived. Alternatively, I'd be happy to keep her account if TELUS could match my internet and TV package and waive my $390 fee. We're even willing to renew for another 24 months if TELUS can offer a fair arrangement. Another concern: After my November 6 cancellation call, I received two updated service agreements generated three minutes apart. First agreement: $82/month Second agreement: $102/month The representative never mentioned changing my services or pricing, and I did not knowingly authorize an increase. I'm hoping TELUS can: Review and potentially waive the cancellation fees. Help consolidate our accounts while preserving competitive pricing. Explain the two agreements and unexpected $20 increase. We're both TELUS customers and want to remain with TELUS. I'm hoping there's a reasonable solution that doesn't penalize us for combining households. Has anyone dealt with something similar? Could a TELUS representative help escalate this to Loyalty or Customer Relations? Thanks!
Channels 2803 and Channel 2810 - off by 1 hour
There is a guide schedule time-sync issue following the B.C. time zone changes on Nov 1st that is isolated to just 2 specific multicultural channels on Optik TV. Channel 2803 ( Fairchild 2 HD ) and 2810 ( LS Times TV ) are exactly 1 hour off. Interestingly, channel 2801 ( Fairchild West ) and 2802 ( Fairchild East ) are perfectly fine along with all the other channels. Could you escalate this to your Technical/Operations Team asap to have this fixed for these 2 specific channels/stations. Please give me an estimated resolution time. Thank you
Service Issues
I guess I should have gone on here before switching. Or "If something is too good to be true". The kid at the door I will say was.good, then I had Scott came in to fix it so that it sort of worked, then after it still not right I have emailed and called and crickets!! I switched from Rogers 2 cell phones, internet, and TV. IT WAS GOING TO HALF MY BILL. No kidding because I get half the service no channels and only works half the time. I know people that were on the fence and after telling them they changed their minds. All I can say I am just going to switch back and make it my job to tell people don't believe anything Telus tells you! Get things in writing!!!!!!$32 increase dur to expiration of service agreement
Our bill increased $32 due to expiration of our service agreement. Rogers is offering service for much less than the price of our agreement prior to the increase. Rogers also claims to be able to provide 2Gb service. Our current Telus 1.5Gb service is not up to speed dur to our outdated equipment. Our Telus account and home phone number are 50+ years.
Urgent Management Escalation – TELUS Security False Alarms
I am extremely disappointed with TELUS SmartHome Security and its failure to resolve repeated false alarms and resulting municipal fines. We paid monthly monitoring fees, yet our security system repeatedly triggered false alarms. A TELUS customer service representative informed us that a sensor issue caused the problem. Why were we not notified of any detectable sensor malfunction before emergency services were dispatched? What monitoring and verification procedures did TELUS follow? We also received an email from the AMS team stating that installation-related malfunctions are covered by a 12-month warranty. However, TELUS repeatedly cited an expired warranty without providing a proper technical explanation. We had to cancel the service because repeated false alarms made the system unreliable. Fire and Emergency Services issued substantial charges to both registered property owners, and the City refused to waive them. We were not adequately informed about co-owner permission requirements or the possibility of municipal charges affecting both owners. Despite sending multiple emails and spending several hours on lengthy customer service calls, we have received no satisfactory resolution. Since cancelling the service, we are unable to access the normal online management escalation process. We are requesting immediate escalation to the Customer Resolution Management Team, a thorough investigation of the sensor malfunction, a review of the installation warranty and authorization process, and full reimbursement of the municipal false-alarm charges. TELUS moderators, please contact us privately so we can provide our existing complaint reference number and supporting documentation. We have exhausted regular customer service and level 2 manager level and urgently request senior management intervention and a formal written resolution.
