Account Access Issue

I’m extremely disappointed with our experience trying to restore service for my 84-year-old mother-in-law.

Her service was disconnected due to non-payment. We asked her to call TELUS to add my husband as an authorized user to help manage her account. She was asked for either her PIN or the last four digits of her driver’s licence. She doesn’t drive and couldn’t remember her PIN, so we were told they couldn’t help her.

We understand privacy and security requirements, but surely there should be an alternative way to verify her identity.

We made 5–6 calls trying to find a solution. Initially, we were told there was no other way to authenticate her. Another agent acknowledged alternatives existed but couldn’t tell us what they were because we were third parties. We even offered to pay the bill but were told they couldn’t tell us how much was owing to get her service reinstated.

Eventually, I reached an agent who actually helped us, explained the required payment and provided alternative verification options. It took approximately six hours on and off the phone to get answers that were apparently available all along.

The most frustrating part? This started after she moved units within her assisted living facility, when we had been assured the move wouldn’t affect her billing or account arrangements.

I’m posting here because, as a non-customer, I can’t seem to find a way to lodge a complaint directly with TELUS.

We aren’t asking TELUS to ignore privacy or security. We’re asking for reasonable, accessible customer service and a clear process to help elderly customers who struggle with these conversations. Families should be able to assist appropriately without spending hours going in circles.

Six hours, multiple calls, and unnecessary stress for an 84-year-old woman when a solution existed all along.

TELUS, this should not be this difficult. How will you prevent this from happening to other elderly customers