Forum Discussion
My TELUS access removed — unable to view bills
My access to My TELUS has been removed, leaving me unable to view or download my bills. Your published mobility cancellation guidance states that customers can access My TELUS for 90 days after cancelling their service. Please explain why my access has already been removed.
Restore access to my billing records. If this cannot be done promptly, please provide PDF copies of my recent bills and any final bill issued, using the email address registered on my account or another secure delivery method.
Also confirm my current account balance, including any outstanding charges, credits, refunds or adjustments. I need to review the itemised bills to verify these amounts.
Please respond in writing, by email or private message, so I have a clear record of the resolution. I can provide the necessary account details privately to verified TELUS support staff. Please tell me how to proceed.
1 Reply
TELUS_SupportOfficial Support Team
Hello pank-surrey, I completely understand your frustration here. You are 100% correct: according to our mobility cancellation guidelines, you should retain My TELUS portal access for 90 days following your cancellation date specifically so you can review, download, and store your final billing records.
Having that access cut off prematurely—especially when you need to verify itemized line items and confirm your balance—is not the experience you should have, and we need to fix this right away.
When a mobility profile is closed, the system occasionally de-links the primary username/email credential from the billing profile prematurely before the 90-day window expires. While our IT team works on resolving these back-end sync errors, you do not need to wait for a portal fix to get your records.
We'll send you a private message shortly in order to get more information regarding your account.
