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 ...
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_Support
Official Support Team
Official Support TeamWe 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
Hello again Melkasabg - When you post on our forum you can have two types of responses: a) from fellow customers, or b) from us.
Posting on the thread that you need help will not yield any different results as we will be the ones answering you. We invite you to continue our communication over private message so we can resolve your issue
Hi Telus Neighbour. Primary issue is still going with no resolution from Telus. The funny thing is that I just received the Jan 2026 bill (which I requested Telus to send) on last Friday April 03rd after I notified them with the billing issue via several phone calls since January!!! Telus claimed in their previous phone calls that they sent the bill of June 2025, which of course was not received. The current scenario of sending Jan 2026 bill seems that was repeated in June 2025 and also for the Feb 2026 bill which I did not received any of them until now. Customer service sucks and causing problems to customers rather than solving the issues created by the Telus system.
Unfortunately, it seems that I have to keep repeating myself as Telus is denying the main/primary issues and causes led to it which caused by the miss leading and lack of info/communication by Telus.
