Forum Discussion
Cancelled Home and Internet in MAY but still being billed for these services
I cancelled home and internet service in May 2025. You tried to bill me in July ($112.42) and August ($229.19) and both times I called to have this cancelled and resolved. The last time I spoke with someone in August, they 'cancelled' the outstanding amount owing and assured me that the account would be cancelled. Today, I received notification of yet another $112.42 owing for the month of August. 🤬
I do not understand what the problem is. I sent your modem back to you in June. The home phone number was ported over to Rogers/Shaw in May. Why can't you people fix this? I am beyond frustrated at this point. PLEASE!!! Please fix this.
2 Replies
Retired customer service rep. Porting is done through essentially a set government approved process. If any company makes a mistake ie Roger's to telus or telus to Roger's then the Porting wouldn't go through and would need to be attempted again. Name must match, address must match, account number must be correct. Example your name is Smyth and its entered as Smith then there's a mismatch. Being a rep with a huge amount of experience my credit approval limit was very high and didn't need a managers approval. I would check with customer service they can check if credit was done or needs manager approval. They can email 📧 the manager to find out why the delay. Also there's a requirement to put notes for all interactions in everyday language no jargon. However I found that often reps aren't following policy/procedures and they need to be contacted as to what they are doing. Good luck
El-EricCommunity Manager
Hey JBFOSTER​ - our Neighbourhood won't be able to help with billing questions.
Please send us a message on our support account TELUS_Support​ and we'll get this sorted out
