Forum Discussion
Impossible to cancel mobility service
I have been trying to cancel a Telus mobility account for my 80 year old mother who no longer even lives in BC and I keep getting the run around. I have NEVER experienced anything as bad as Telus customer service. After two plus hours on the phone a month ago i was told that the account had been canceled, and i would receive an invoice for the balance owing on her phone. I understand that and was totally ready to pay that. However, upon looking at the bank account this week I saw that the monthly charge had come out again. I reached out to Telus to find out what happened, and when i finally got through they said they had "no record of the cancelation request." I then waited on hold again listening to the same terrible song, and then one rep finally "verified" the account. I was then told I would be put on a "very brief hold and then someone would be able to help me" A few minutes later the system said it was after hours and nobody was available and hung up on me. That happened twice this week and it was nowhere near after hours. I think it is a ploy by Telus to make it impossible to cancel. I have now reached out to the bank and put a stop payment on all Telus payments. If anyone is looking to start a class action lawsuit i am interested.
3 Replies
I have talked to Telus support in Guatemala and India, nice people BTW but not in Canada. The USA you say, maybe.
Quebec and once in Burnaby
that's the thing "finally got through" i had to use the telus landline help service number to talk to a human being about my mobility question. and it was just a question. no hard feelings. no disrespect. when i tried to reach someone using the mobility number, i got a recorded ladies message over and over again, press something to speak to agent, then the recorded message said something else, and they hung up on me. like finding a needle in a haystack.
- C_Fun
Community Manager
We’re really sorry to hear about the difficult experience you and your mother have had trying to cancel her account. That’s not the experience we want for our customers. Can you please send a private message to TELUS_Support with your mother’s account details so we can help?
