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Customer service or lack of
I don't know what it is so hard to get hold of a human at Telus, or why it is so hard to find out the hours that humans work. It seems like Telus hides this information from online searches and it is **bleep** near impossible to get. My home services was disconnected. I called lasr evening from work and spent 1h38m on holf and got hold of someone who assured me that it would be working by the time I got home. It wasn't, It still isn't, its morning now, I call, I go through the AI am told the department is closed. Nowhere does it say what time to call back I'm frustrated, this is the second time in 3 months this has happened. It should be simple but its not. If this cant be fixed immediately, I am switching to anything else.
Account Collections Issue
I have been sent to collections by Telus for an alleged unpaid balance of $107.01 on my previous internet account (April 2021 – April 2023). However, my payments were set up as pre-authorized, and even after the service was disconnected and my contract ended, Telus continued charging me, eventually resulting in a final bill of $0.00 in August 2023. Despite this, I received no prior notification—no emails, texts, or calls—regarding any outstanding balance. It wasn’t until a collection agency contacted me that I learned of this supposed debt, which has unfairly damaged my credit score. I have spent several hours on the phone with Telus customer service, only to be told that they cannot help me since the account has been transferred to collections. I provided proof of the $0.00 balance to the collection agency, but after weeks of follow-ups, they informed me that Telus has not responded to their inquiries, leaving me stuck with a negative credit report that I cannot correct without Telus's cooperation. I am still a current Telus customer, As a loyal customer, I don't expect any special treatment, but I also don’t expect Telus to ruin my credit score, waste my time, and cause unnecessary stress. I am counting down the days until my family members’ contracts with Telus end so we can move on to a provider that values its customers. In the meantime, I will continue taking all necessary steps to reclaim my rights.
Account info
My postal code is incorrect on my invoice/statement which can make signing into Telus App a real pain. It is bizarre to me that a communication company is so difficult to get ahold of. All I want to do is change a bloody postal code. There is no option on the website or app to change this info, so I am forced to be on hold. Telus, do better!
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.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 & 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.
