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Cancelling contract during grace period
My previous 2 year contract recently ended and I was downgraded to month-to-month billing. I have been ignoring nightly marketing calls from Telus for several weeks, but last night I finally gave in. The support person wanted to sell me on a new 2 year contract. I explained that I was not interested, but she was extremely persistent. I regretfully gave in when she assured me that I would have 30 days to change my mind.
Well, I realized the next day that I definitely don't want to be locked into another 2-year contract. I phoned support and asked them to cancel the new contract and revert to month-to-month billing. They agreed.
However, I noticed in the email I received the previous night that cancellation apparently requires "proof" of notice:
"To cancel, you must give notice of cancellation at the address at the bottom of this contract. You must give notice of cancellation by a method that will allow you to prove that you gave notice, including registered mail, fax or by personal delivery."
It is not clear to me which mailing address I should be sending my cancellation request via registered mail. I see two different mailing addresses: one is in Toronto and the other is in Vancouver.
Can someone please advise?
Thanks!
Hello! Regarding the legal jargon, that "registered mail or fax" clause is a standard legal legacy requirement (mostly to comply with older provincial consumer protection laws), but nowadays digital records are our primary proof of notice. Since you already called in and reverted back to month-to-month, that interaction generated an interaction ID, with notes on the account. It's time stamped and dated with an explanation, so it counts as 'proof' as much as a registered letter would. You also should be able to log in to your My TELUS account and under the 'Plans' or 'Agreement' tabs, see indication of being on month-to-month.
You also should've received a confirmation email when reverting back, so hold on to that just in case.
7 Replies
Thank you, that's very helpful.
I would like to verify the change through my online account. I don't have an "Agreement" tab, but I do have a "Plans & Devices" tab. Unfortunately, that seems to only include my mobile plan information.
TELUS_SupportOfficial Support Team
Hello! Regarding the legal jargon, that "registered mail or fax" clause is a standard legal legacy requirement (mostly to comply with older provincial consumer protection laws), but nowadays digital records are our primary proof of notice. Since you already called in and reverted back to month-to-month, that interaction generated an interaction ID, with notes on the account. It's time stamped and dated with an explanation, so it counts as 'proof' as much as a registered letter would. You also should be able to log in to your My TELUS account and under the 'Plans' or 'Agreement' tabs, see indication of being on month-to-month.
You also should've received a confirmation email when reverting back, so hold on to that just in case.
- TELUS_Support
Were you able to get the email confirmation of the change?
I received an email confirming a cancellation request for "Core" service. Unfortunately, the email doesn't say anything about being reverted to month-to-month billing, or what "Core" service is, so I'm not sure if this is sufficient proof.
