Ongoing Charges for Home Security Service Never Received

Hi, I’m hoping for advice.

In May 2024, Telus tried to install home security at my home in Kelowna. It didn’t work, and the technician admitted that on site. We moved to Nanaimo on August 1, 2024, and gave all the equipment to the technician who set up our new TV and internet.

In November, I noticed we were still being charged. After 90 minutes on hold, I was told it would be removed and I’d get a follow-up call. That never happened.

I called again twice in early 2025. Both reps opened tickets and said I’d be contacted in 2–3 days. Again, no follow-up.

In April, I used the escalation form. A manager called and left a number, but I couldn’t reach them after multiple tries. I tried again in June and was told “there’s no order to cancel,” even though I’ve explained everything multiple times and never had a working system.

Now it’s been 15 months, and I’m still being charged for a service I’ve never used.I’ve called, escalated, returned equipment, and explained everything in detail. I don’t want to cancel all my Telus services, but I’m getting nowhere.

What would you do? Has anyone resolved something like this through Telus or the CCTS?

Thanks,
Mike