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Account Collections Issue
I have been sent to collections by Telus for an alleged unpaid balance of $107.01 on my previous internet account (April 2021 – April 2023). However, my payments were set up as pre-authorized, and even after the service was disconnected and my contract ended, Telus continued charging me, eventually resulting in a final bill of $0.00 in August 2023. Despite this, I received no prior notification—no emails, texts, or calls—regarding any outstanding balance. It wasn’t until a collection agency contacted me that I learned of this supposed debt, which has unfairly damaged my credit score. I have spent several hours on the phone with Telus customer service, only to be told that they cannot help me since the account has been transferred to collections. I provided proof of the $0.00 balance to the collection agency, but after weeks of follow-ups, they informed me that Telus has not responded to their inquiries, leaving me stuck with a negative credit report that I cannot correct without Telus's cooperation. I am still a current Telus customer, As a loyal customer, I don't expect any special treatment, but I also don’t expect Telus to ruin my credit score, waste my time, and cause unnecessary stress. I am counting down the days until my family members’ contracts with Telus end so we can move on to a provider that values its customers. In the meantime, I will continue taking all necessary steps to reclaim my rights.
Verifying that my home phone service has been cancelled?
On Monday I called the -2323 number to cancel my home phone service, my old land line. Should I have received an email acknowledging it? I haven't received an acknowledgement nor does MyTELUS indicate anything about it, so I don't know if the cancellation has been processed, been lost, or is merely in a queue. Is there any way to find out?
Why is it so difficult to cancel a service ?
I wanted to cancel a home internet service but keep my phone. So I log onto MyTelus and look at "manage my internet". There are only options to add things, not subtract them. It's not "manage my internet", it's "buy more stuff". I click on "contact us", but there's no phone number. Searching for "cancel plan" gets nowhere. I try the chat dialog and get an offer to have someone call back the next business day. So finally today I try again on the chat. I get a fairly quick callback, give various details to authenticate, and explain. Then the agent says I'll be transferred to a "loyalty representative" or something and I'm on hold for an hour. Finally I get to talk to another agent and authenticate again. Cross fingers, I think my service will be cancelled at the next billing cycle. With everything else being automated and done online or through apps, why is this so hard ?How do I regain access to MyTelus account?
I have lost access to my MyTelus account and when I try to access email, the message is shown that my email account has been recently terminated and I am unable to input the code that was sent to my email in order to access MyTelus account. I am abroad at the moment (outside of Canada). My account was supposed to stay open while I am overseas, but it got shut down after 3 months. I have a prepaid phone associated with the account that I still need to maintain. I don't have access to a Canadian phone either, since the prepaid phone does not work outside of Canada. So I can't do anything on the Telus phone to fix the problem and I also can't access my telus email anymore since the account has been shut down. But I do need to access the MyTelus to manage the prepaid phone, and at least extend the expiry of the balance on the phone so I don't lose the number, while being abroad. Can Telus admin please restore my email so I can access MyTelus to update phone payments in order not to lose the number. Thanks.
Telus TV won't accept my MyTelus login
Hello, Not sure why this thing isn't accepting my login info. I'm able to log in everywhere using my phone or computer to access MyTelus account. I'm using the exact same login information to get into TV. I just installed this TV box. Anyone have any solution to this?
How to close a chat?
I was in the middle of resolving a few issues related to my account with what seemed to be a live person (though today you never know). They have been dropping me after each answer and I was restarting the chat again. After that, they shifted me to the module of scheduling a callback, and that thing offers me the dates where I am absolutely not available, and I cannot leave this chat and start another one unless I choose one of the dates. I tried everything I tried to been choosing another category of products. It still opens the same chat, forcing me to choose the dates and doesn't want me to connect to a live agent. Should I just wait for a week and restart the chat again? Sounds like a very dumb solution. Is there a cheat code to get out of that AI chat?What Happened to Customer Service?
Trying to get information from the Chat Bot and radio silence. I cannot find a phone number to call. I'm wondering why a one minute call to Australia cost .10 cents but a longer call (102 minutes) went up to .20 cents a minute? I just want to know why. Never used to have issues getting thru to Customer Service, which is one of the reasons I left Shaw and came back to Telus. Now I'm rethinking that decision.
How to identify Telus service calls?
I'm worried: A couple of days ago I had several calls from people in India claiming they were from Telus. They knew my name, address, and account number. I thought "Ok, maybe they really are Telus account managers". But now I'm not so sure. If they really were official Telus accounts people, why don't they use their real names? Because when you hear somebody with a big Indian accent say their name is "Alex" or "Norman", aren't people going to think "Sure dude, those are common Indian names" and roll their eyes? That's what we're supposed to do when we get called by scammers, right, Telus? I did get another call back from somebody else who sounded like they were legit, and answered all my questions. BUT. It's been three days already, and I see one minor change to our TV/Internet package. The one important change I asked for has not been done, and we've received no conformation email from Telus. (Yes, I checked my spam folder.) Frankly, we're talking about finding a more responsive provider.Partner passed away, need to cancel his account
What do I need to do to cancel my partner’s account? He passed away a few weeks ago and said that I won’t be able to cancel it until after he’s gone and I can bring a death certificate. I don’t mind going to the nearest store to do this, I just don’t want to forget something and have to go back and forth. I already have so much to do since his passing. I’d like to get this taken care of quickly. thanks in advance
