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In collections. Account closed and canceled a day after it was opened. Need advice.
A year and a half ago, I opened a telus account with the intention of procuring wi-fi for my household. The installation was unsuccessful, the tech took the supplies back and I canceled my plan and closed my account on the phone with an agent the next day. They assure me that everything is closed. I owe nothing and I move on. I procured wifi through another provider and thought I had wiped my hands of this telecom company. But, fast forward to two months ago. I come to find out that my spam folder has been collecting emails from collections agencies, my credit score is tanked, I owe 1600 plus dollars to telus, and multiple collection agencies are threatening to send me to court and garnish my wages. Naturally, I freak out. I call telus immediately, and they acknowledge that they made a mistake and will credit my account to essentially pay themselves back for a mistake they made. "Just ignore it..." they say, as the threat of impeding garnishment hangs over me. "We will credit the account, the file will be pulled from collections in 15 days time, we will call you." They do not call and during those 15 days I receive 3 phone calls from the collections agency and another email threatening to take me to court and garnish my wages. I call them. They tell me that it will now take 7 days for a letter to come. They will call me. Except, they do not call. I get another letter from another collection agency. They are threatening to take me to court. And then, a telus agent calls me, not to talk about this debacle but to try to sell me on their promotions! The nerve. I might have considered it once, but this entire situation that they have put me in, has officially destroyed their credibility for me. My current plan is to escalate this as far as it needs to go, if that means being assertive and demanding to speak to someone higher up, I will do it. This is ridiculous. Does anyone have any advice on how I can escalate this?
MyTelus App access issue after account cancellation; collection agency contacted despite fee miscommunication
I had Telus mob. account <Admin edit: removed personal info. Please see house rules.> with 2-year cont. In May 25 and prior to end of term (June 2025), I requested cancelling the account, keep phone and transfer number to a regular Telus mobility. We were told by Rep at Telus Wireless City Calgary that we would be contacted for remaining fee of 300 Canadian Dollars as we decided to keep phone. I tried to access account via "MyTelus App" and every time a message that account linked to email and log in credentials was cancelled and no access. Not even given account number to use in communications. I called Customer Service and every time I call to check, Telus Rep came back with answer that they could not see any outstanding fees on any of accounts. I kept checking and all of a sudden, I received a call from collection agency. I requested details from agency, and they provided Telus account details related to case. I phoned Telus back and filed several complaints and escalated issue several times to Escalation Team. Hours of phone calls, I tried to explain to them that previous Telus reps miss-communication and misleading info and also me having no access anymore to the account via MyTelus App led to this issue. I didn't receive any mail/communication from Telus to my address or email linked to MyTelus account informing me with outstanding amount. After escalation team filed a request form to Payment Depart, request was denied and reason was that Telus sent me a message at time I cancelled the account, which was received. By the way we were informed by the Telus Rep at time of cancelling account that a message was going to be sent and we received it, but no info on account billing. However, they totally ignored issues listed above, which were initiated by their system and reps and led to me being penalized for their mistakes and chaos. In Feb 26, escalation team directed me to Payment Department and pay was done after much hassle and surprisingly after a month I figured that Telus didn't send payment notification to collection agency creating issues and problems. I need Telus to cancel case with collection.
Problems with Internet
Hi; This is just a suggestion for Telus. I had my internet got down the other day, so I called in. After some discussion and checking the person finally asked if the light was on on my modem. It wasn’t. My cat had apparently walked over the power bar and managed to turn it off. So, I made myself a label “If this light is off, check the power’ and stuck it on the modern. I was thinking it would be nice if Telus produced a label like that. Might save a few service calls.
Where do I find my account number?!??!
I signed up for Telus internet a couple of weeks ago. Am trying to manage my account now and deal with some other issues of an outstanding bill from a previous account but I can't get a hold of ANYONE and the Ai chat just infinitely routes me in circles. All I want is to find my account number so I can hook up my accounts to one email. I don't understand why this is so complicated for Telus.Cybersecurity concern
I got an email asking for me to review the service of a representative relating to a call I never made. Apparently the call took place March 05, 2026 with a TELUS call centre sales rep named Janice, the email I got was from TELUS Feedback and was an automated email. I’m concerned about the fact that there’s nowhere internal to report something like this... I’d like to know a little more from telus about this call, but…?Out Bound Display Issue with calls
Who do I speak to about having my daughter's name, ****** *****, appear on her cell number: *** *** **** for out bound call display instead of my name, ********* ***** to avoid changing to another Mobility Carrier? Please advise at the earliest convenience. Thanks in advance. <Admin edit: personal info removed. Please see community house rules>
issues in auto payment of prepaid existing plan
Hello, in my prepaid account i cannot find the option to set auto payment of the existing promo offer i have. i got 1 year prepaid promo offer of unlimited canada wide calling and texting last year and it is almost time of renewal and there is no way to pay for another year of prepaid bill to keep using this benefit. Could someone help in configuring auto deduction of that 120$ amount, instead of existing option of auto top up of random amounts?
