Forum Discussion
Billing Issue
In November 2025, before leaving Canada for a six month deployment, I contacted Telus to pause my services while serving my country. I was told my account was successfully frozen. I am still getting billed my regular month bill cycle despite this request from my end. I understand I am to still continue to pay my phone and watch loan but there shouldn’t be a reason I’m still paying my services especially when not being used.
4 Replies
monthly amount that you’ve been billing me my credit score would go down. (Ran to the similar issue last deployment where I had to pay the loan but not the service but had forgotten that I had loan and my credit score went down) hence why I said “I understand I still have to pay for the phone and watch loan” so why am I still paying for my services thanks.
TELUS_SupportOfficial Support Team
Hi Jimmehvilleh - Placing your line on a suspension can be done through self-serve. Here is an article.
Was this step done on your end, or was it a team member that offered to do it?
I just did what you asked me to do. To add to this forum it is very frustrating. I had spoke to a representative to pause my services. I also sent proof of my deployment. Not only was my services not cancelled, the login app doesn’t work for me unless I log in the browser. I cannot even view the so called bills I’m paying for either. Lastly I can’t even log in to the previous account to answer on this forum thus I had to create a new one to reply to this forum on a seperate account because the “Forgot password or email option” doesn’t work.
what will happen to the previous months I’ve paid the bill? Will I get compensated for the month of February, January and December. The suspension was put on November 24, 2025 till June 2026. If I didn’t pay this monthly amount y
- TELUS_Support
Happy to look into this for you. We will send you a private message.
