Dear TELUS Customer Support,
I hope this message finds you well.
I am writing to address an issue regarding my internet service with TELUS. On December 3rd, 2024, I requested to pause my internet service until April 15th, 2025, as I had to travel urgently to Brazil to support my mother, who was being hospitalized.
I arrived in Brazil on December 4th, and my mother was admitted to the hospital the same day. I stayed by her side throughout December to provide her with the necessary support. She improved and returned home, but unfortunately, her condition worsened again, and I have remained in Brazil during this entire period. Today is January 15th, and I am still at the hospital with her.
I received an email from TELUS confirming the service pause request. However, shortly after, I was sent a charge of over $200 and was informed that my service had been canceled and that I needed to return the equipment. I did not cancel the service; it was TELUS that canceled it without my authorization, and now I am being charged for it.
As I am currently in Brazil, I am unable to resolve this situation in person, which has caused me significant frustration and sadness. I plan to file a complaint with the CRTC to seek guidance on how to address this matter.
I kindly request TELUS to review my case and help me resolve this issue. I will not be returning to Canada until April, and I need your support to address this misunderstanding and rectify the situation.
Thank you for your attention to this matter. I look forward to hearing from you.
Sincerely,
Lucas Hamilton Alves Soares
306-510-5500 (no work outside Canada)
+55 61 998091882 (My temporary phone in Brazil)
[email protected]
