Featured Categories
Forum Widgets
Recent Discussions
TELUS & It’s AI
I had an issue with my Biiling. I called the Telus number where I was answered by AI. After telling AI my issue was Billing AI asked for more information, which I answered unusual Charges AI proceeded to tell me it could help & I kept saying Life representative over & over, AI finally understood my answer to what I wanted & connected me where my wait time would be 15 minutes I then took the option of a call back, I received the call back & after about 30 minutes my issue was resolved by getting a new contract for 2 years. SOMEONE AT TELUS SHOULD REALIZE AI CAN NOT DEAL WITH BILLING ISSUES, INTERNET ISSUES OR ANY ISSUE THAT NEED A HUMAN TO DEAL WITH. Now I understand it’s all about cutting expenses ( paying wages) but at some point it has to stop.
Unable to update expiring credit card on file
Hello, My credit card to pay for my streaming services (Disney, Netflix, etc.) is about to expire at the end of this month. I tried logging in online, but I got a new phone in the last few months and the log in verification (using either the app or web browser) is being sent to my old phone, which I no longer have access to. I have a backup email set up, but when I use it - no emails come through. This means I have no way to log in to my Telus account. When I search for a phone number or online form to fill out to ask how to change my credit card - the online form says that it is not for billing questions and I will not get a response if it's a billing question. There is also no phone number for billing questions. This means I cannot log in to my account, cannot phone anyone, cannot fill out an online form, and I have no way to get ahold of anyone in general. Is it not possible to update my credit card in this situation?
Telus Westjet account linking issue - missing phone
When I try to link my Westjet account to Telus, I am redirected to Telus, sign in and at the time of needing to enter the security code, I cannot receive the code because it seems like Telus isn't pulling up my cell phone. I talked to Telus call center and they seem clueless. I have Telus home service and home security but my cell phone is shown in my online profile.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.
Pre-Authorized Payments
I’ve been a Telus customer since 1998, back when the company acquired Clearnet. Over the years, I have consistently paid my bills on time and have never had an overdue payment. About three years ago, my credit card on file expired, and I missed updating it in the online system. As a result, a payment was 30 days late. This resulted in a negative mark on my credit report, which lowered my credit score from 860 to 780 for more than 6 months. What made this particularly frustrating is that I did not receive any notification from Telus about the expired card or the missed payment. I only became aware of the issue after the fact, when it was already too late to avoid the credit impact. Since then, I have switched to automatic payments directly from my bank account to ensure this does not happen again. I do not intend to enroll in credit card pre-authorized payments with Telus in the future. At this point, my request is simple: please stop contacting or notifying me about re-enrolling in pre-authorized credit card payments. I will never trust Telus with my Credit Card information again. Thank you.Glitch in Telus sign in for new customers
My sister and I just signed up for mobility services with Telus. After setting up the app on Android and Telus online account, everything seemed to be ok. We completed the four steps and got the welcome to Telus message. Now everytime we either go online to our accounts or on the phone app we get the message finish setting up. It will not stop appearing on both the Telus online account or the Telus phone app. The next page shows all four steps completed but the message continues to show everytime we log into our account. I've contacted support and they can't seem to find the problem. It must be a glitch in the Telus system for both of us to be experiencing the identical problem. It's very annoying and support can't seem to offer a solution. I'm sure others are experiencing the same problem. My sister was on the support telephone line with an agent in Costa Rica for two hours. He told her that he would submit a ticket to elevate the problem to higher level of support and that he would call her back the next day. He did not call and I could not get any resolution on Chat with live agent last evening and he also said it would be elevated to higher level of support and they would contact me.
