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 ...
As a continuation of Telus failures to communicate information, Telus did not notify the collector that payment was made in February 2026. Telus indicated in a phone call communication to them a month ago that they would notify the collector of that. Until now still suffering from Telus miscommunication, misleading inputs provided in calls and messages. This problem has been going like that since last year. The funny thing is that I received a message from Telus yesterday indicating that they sent the bill with payment to my email. I check the email and again found the bill of January 2026 with no indication of payment. This is really a nonsense and a failure by Telus to fulfill their responsibilities towards their client. Causing problems and later penalize customer for issues caused by Telus. Seriously I am fed up with this. As a continuation of Telus failures to communicate information, Telus did not notify the collector that payment was made in February 2026. Telus indicated in a phone call communication to them a month ago that they would notify the collector of that. Until now still suffering from Telus miscommunication, misleading inputs provided in calls and messages. This problem has been going like that since last year. The funny thing is that I received a message from Telus yesterday indicating that they sent the bill with payment to my email. I check the email and again found the bill of January 2026 with no indication of payment. This is really a nonsense and a failure by Telus to fulfill their responsibilities towards their client. Causing problems and later penalize customer for issues caused by Telus. Seriously I am fed up with this.
TELUS_SupportOfficial Support Team
So have you been able to speak with our escalation team about this yet? It appears they've attempted to contact you a number of times.
No contact from escalation team received this week. That is clear in my responses and contacting Telus via Telus facebook page and herein as well. Also, I expressed my deep concerns regarding verbal communications with Telus over the phone. I explained that based on previous interactions, I figured out there were many items and facts were missed in records or even recorded incorrectly. Causing issues to customer (myself) later. I indicated that communications be in writing.
- TELUS_Support
We have notes that an escalation manager spoke with you about this already and that after you posted here, we had them follow up. That call never came?
