Forum Discussion
Before You Close Your TELUS Account, Read This
I've had ongoing issues with TELUS since last summer when I tried to cancel my TV services, and this latest situation feels like a continuation of the same problems.
I understand that contracts have terms and conditions, and I accept responsibility for any fees that resulted from not cancelling on the exact date required. My concern is how difficult and confusing the process became.
Once my account was closed, I no longer had access to my billing information. I was told that notifications had been sent by email, but some of those emails went to my junk folder. I had also moved before the account was officially closed, so I didn't receive any mailed notices.
I spent more than two hours on the phone and was transferred five times. I received conflicting information from both TELUS and the collection agency. One TELUS representative told me that nothing could be done because the account had already been sent to collections. Another representative created a ticket and told me to wait 8–10 days for a review.
The collection agency referred me back to TELUS, while TELUS said they couldn't access my closed account. Even after I paid the collection agency to protect my credit, I was told that TELUS couldn't reverse any charges, including equipment-related fees.
My advice to anyone closing a TELUS account is to follow up carefully, check your email regularly (including your junk folder), confirm that all equipment has been returned, and make sure there are no outstanding balances.
Has anyone else experienced something similar?
1 Reply
TELUS_SupportOfficial Support Team
Hello MJ1, first off, thank you for sharing such a detailed recount of what you went through. Reading about your 2-hour phone marathon, being transferred 5 times, and getting passed back and forth between us and a collections agency makes my stomach turn. That is a deeply frustrating experience, and frankly, it falls far short of the effortless service we aim to deliver—especially when you were trying to do the right thing by closing your account responsibly.
You’re completely right: when an account closes, standard self-serve portal access drops off, and if emails slip into spam after a move, communication breaks down fast. But you shouldn't be left stranded in an endless loop because of a systemic gap between our billing system and third-party agencies.
We'll need more information to help so we'll send you a private message shortly, thanks !
