Forum Discussion
Why is it so difficult to cancel a service ?
I wanted to cancel a home internet service but keep my phone. So I log onto MyTelus and look at "manage my internet". There are only options to add things, not subtract them. It's not "manage my internet", it's "buy more stuff".
I click on "contact us", but there's no phone number. Searching for "cancel plan" gets nowhere. I try the chat dialog and get an offer to have someone call back the next business day.
So finally today I try again on the chat. I get a fairly quick callback, give various details to authenticate, and explain. Then the agent says I'll be transferred to a "loyalty representative" or something and I'm on hold for an hour. Finally I get to talk to another agent and authenticate again. Cross fingers, I think my service will be cancelled at the next billing cycle.
With everything else being automated and done online or through apps, why is this so hard ?
1 Reply
TELUS_SupportOfficial Support Team
Hi there, we’re sorry to hear about how frustrating that experience was. That’s definitely not the kind of service we want you to have. We appreciate your feedback about how difficult it was to cancel your home internet online, and we’ll make sure it’s shared with the right team. To make sure your cancellation is properly scheduled and your mobile service remains active, please send us a private message so we can securely verify your account and confirm the details.
