Urgent help

I became a TELUS customer in November after porting my mobile number from Bell. Unfortunately, my account has been suspended since the porting process, and the issue remains unresolved to this day.

When I first contacted customer service, I was informed that the suspension was due to suspected fraudulent activity. I was told that once the issue was reviewed, I would receive a message or email with an update. After waiting several weeks without any communication, I contacted TELUS again and was advised to submit certain documents to [email protected]. I submitted all the requested documents during the first week of January.

Since then, I have not received any confirmation, update, or follow-up regarding the status of my account or the documents I submitted. I have made multiple attempts to contact customer care, but each time I was transferred between representatives and eventually disconnected without any resolution.

This experience has been extremely disappointing. While I understand that verification processes can take time, the lack of communication—especially after submitting the requested documents—is unacceptable. The suspension has disrupted my phone service, negatively impacted my credit score, and affected my ability to stay connected when I am away from Wi-Fi. This situation has caused significant stress and inconvenience.

The issue remains unresolved and has been ongoing for approximately four months, from November to February.