Forum Discussion
MyTelus App access issue after account cancellation; collection agency contacted despite fee miscommunication
I had Telus mob. account <Admin edit: removed personal info. Please see house rules.> with 2-year cont. In May 25 and prior to end of term (June 2025), I requested cancelling the account, keep phone and transfer number to a regular Telus mobility. We were told by Rep at Telus Wireless City Calgary that we would be contacted for remaining fee of 300 Canadian Dollars as we decided to keep phone. I tried to access account via "MyTelus App" and every time a message that account linked to email and log in credentials was cancelled and no access. Not even given account number to use in communications. I called Customer Service and every time I call to check, Telus Rep came back with answer that they could not see any outstanding fees on any of accounts. I kept checking and all of a sudden, I received a call from collection agency. I requested details from agency, and they provided Telus account details related to case. I phoned Telus back and filed several complaints and escalated issue several times to Escalation Team. Hours of phone calls, I tried to explain to them that previous Telus reps miss-communication and misleading info and also me having no access anymore to the account via MyTelus App led to this issue. I didn't receive any mail/communication from Telus to my address or email linked to MyTelus account informing me with outstanding amount. After escalation team filed a request form to Payment Depart, request was denied and reason was that Telus sent me a message at time I cancelled the account, which was received. By the way we were informed by the Telus Rep at time of cancelling account that a message was going to be sent and we received it, but no info on account billing. However, they totally ignored issues listed above, which were initiated by their system and reps and led to me being penalized for their mistakes and chaos. In Feb 26, escalation team directed me to Payment Department and pay was done after much hassle and surprisingly after a month I figured that Telus didn't send payment notification to collection agency creating issues and problems. I need Telus to cancel case with collection.
11 Replies
Hi Sir/Madam. Thanks for your response. Unfortunately, I see that Telus is still focusing on the secondary issue(s) and not trying to resolve the "PRIMARY ISSUE". I have been - through many calls - trying to explain but I saw and still see that Telus reps are and were not willing to listen and touch that issue which was caused by the lack of proper and informative communications (phone, mail, or emails) from Telus's side for the last several months. Can you advise how Telus would resolve that primary issue and eliminate that collection?
Until now, with all the private messages, Telus didn't mention how they would rectify the issue of collection to remove it which was initiated because of all the reasons and scenarios provided and discussed with escalation team members?
TELUS_SupportOfficial Support Team
We hear you and understand your concern. We've also replied to your identical private message as well. There's no need to keep asking the same question over and over when we've already offered assistance. Feel free to reply to our private message, thanks.
Unfortunately, I just received a call from the same previous Telus rep, who used to cut me off. She kept repeating the same stereo type kind of message. She even indicated that she understood the issue and knew the root but company would not let her proceed with correct the issue by proceeding with the amendment. Not sure who is the company and how to get the company listen and act according to facts instead of pretending that there was nothing. All previous calls with escalation team reps, they mentioned that they understood the problem and its cause and they knew that there was miss and lack of communication from Telus side which led to this problem; however, something internal does not allow them to proceed with rectifying the problem. Not sure who to contact in Telus management to further escalate this matter and avoid that bottle necking stage!?
- TELUS_Support
Hi Melkasabg - we can check the history of the account and assist you with this. We'll send you a private message to assist
Unfortunately, last interaction with Telus was the worst experience I ever had with Telus reps. It was clear from discussion that the representative was unwilling to listen and discuss the issue. She kept cutting me off, brushing me off everytime I explain things, and she even ended the call just like that when I showed her the many issues and misconduct that Telus done during last several months.
- TELUS_Support
Definitely not the experience we want for our customers. We see the notes from the agent you spoke with, so we'll send another private message to discuss things.
