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TELUS has been Monkeying with my Account
I don't know what's going on. Unfortunately, the offshore reps don't seem know either. I am almost at the end of my current two year agreement which has been renewed for many successive years. Can anyone explain why my bill at some point has been adjusted to include promotional discounts expiring on different dates? My shock was this month with a $30 increase on my current bill when my two year current agreement only expires in March. I have to analyze my own bills to try and figure out what went wrong because the reps can't seem to help with billing issues. So I went back to 2024 to check my bills shortly after renewal and sure enough, my discounts went all the way to March 2026. Flash forward and now my bills are showing different promotional expiry dates and it looks like I am going to have another whopping increase on my next bill owing to promotional discount expiry dates which have been unknowingly changed yet still before the official renewal date in March. I would just like to know how to contact someone with a basic competency level to understand the situation. It is so frustrating to wait on hold and then get someone on the line with poor English and trying to get them to understand and acknowledge the problem, let alone trying to fix it. HELP!
Telus upgraded my home internet speed without my authorization
I have been on 250mbps for years, and suddenly last bill was upgraded to 500mbps pure fibre without my consent. I did not authorise this!!! I want to go back to my old 250mbps plan that i have had for years, i will never use the 500mbps!
Not honoring payment arrangement
I have a payment arrangement i made on December 20th, it was due January 19th. Apparently it is not showing on my account. My account was suspended Jan 9th. I spent 2 1/2 hours on the phone to finally be transferred to a different department that requested i forward my confirmation email. I did that and he called back to say he still hadn't received it from the other department. He told me was going to call another department and have them turn the internet back on, and he would carry on fixing my account but he will be off for 2 days. Its now the 10th and my internet is still not on. I have missed 2 important online meetings and this is ridiculous. I did nothing wrong and the second person i talked to treated me like i was lying. At this point im completely done. I have been having issues with my account since last year where a payment went missing during a time i was unable to access my account. I have been over charged, passed between departments and still have no internet. Something needs to be fixed imimmediately. At this point im currently on hold AGAIN, i will be requiring all ticket numbers and names of everyone i hav spoken too including the escalation depart to make a lengthy report to the CRTC. After being a customer of Telus for over 8 years, i woupd expect to be treated fairly at the minimum. About Us Accessibility Careers Media Policies TELUS Service Status Support Contact Us Neighbourhood Find a store
Incorrect bill after contract renewal
Hello, I am hoping someone at Telus will see this and give me a hand. I renewed my contract in October with an agreed upon price for two years. After the first correct bill, the next two went up in price almost 100 dollars more then what was originally agreed to. My account had updated agreements which I was never notified of nor did I agree to. I’ve tried the Telus messaging feature which just gets concluded with no responses. I tried calling once and spent 3 hours on the phone with multiple agents. I was told the initial agent who did my renewal offered me discounts that were impossible to keep an my bill must increase. I was then promised a call back which I never received. This is an insane business practice, especially when I can’t even talk to anyone. any help is appreciated.OMG...A Downward Slide.. Where is Loyalty?
I spoke with a representative who claimed to be from the Loyalty department. I called Telus. I'm guessing she was offshore. So I hear a dog barking in the background and I ask her why is there a dog barking in the background and she tells me that she is working from home. This is highly unprofessional for a major telecommunications company. Who wants to hear extraneous sounds like this when conducting business? Credits started disappearing from my bill and while there were numerous credits with an effective date of February 18, 2025 to February 17, 2026, one of these credits actually disappeared from my bill. The rep had no clue about it and was trying to convince me that the credit expired notwithstanding the fact that all other credits with the same dates were still on the current bill. It amazes me that these people are allowed to work from home, obviously with no support and such a lack of knowledge. So she gave me a price which was triple what I was paying and then changed it to double to what I was paying on my monthly bill. Does Telus really expect someone to pay double what they were previously paying on their bill for home services? I asked her what was the procedure for returning the equipment and again, she had no clue and said that information is provided if I give her a cancellation date. I guess my question is to know if there is any way of reaching out to get someone competent and knowledgeable with whom to discuss this. I would have just cancelled then and there but I need to arrange replacement services first and somehow I am hoping that this individual is not a reflection of Telus' service standards. Is there any way to get a local manager to call me?
Calls from General Credit Services
I have no idea why we re being harassed. [Mod Edit: removed personal information] We are continually receiving phone calls from [Redacted]. It starts with an AI assistant "Jen" who puts you on hold for 'live' agent. It either times out or once a live person answers, we are hung up on. We no longer have a Telus account, Final Balance for the cell phone was paid and Home services was paid in November 2025. We were Telus phone customers for over 25 years [Mod Edit: Removed personal information] This has been emailed to General Credit services as wellCollection Calls
I have been contacted by General Credit Services Inc. collections saying I owe $120, apparently from 2019. I have asked them numerous times to provide me with a bill showing what I owe for. They say they have no bill. They want proof I paid a bill but can't provide me a copy of the bill. It is a 6 year old debt that I can find no record of ever being informed about. This is so frustrating. When I call Telus the recording says if it is regarding something in collections that they have no information. The collections company says they have no bill just an amount. How am I supposed to prove I paid a bill 6 years later and no one can produce the actual bill. On the last call I asked how they expect me to pay a bill that no one can tell me what it is for, the call was abruptly ended. We canceled our home service many years ago, nothing till now. It's maddening. Please helpElaborate Scam
Pretty sure this is an elaborate scam. Got a phone call this morning. I was supposed to receive two e-mails but only got one so I told the fellow that I had to go and he is supposed to call later. The return e-mail is "[email protected]" but the subject heading is "[email protected]". I've attached the bottom portion of the e-mail. the Customer Care e-mail is the same one as shown in my call display but I'm guessing that the number is not a legitimate Telus number.
Returned Equipment - still sent to Collections
In March I had cancelled my internet service with Telus as I was switching providers. As soon as my new internet was installed, I returned the telus equipment right away via Canada Post. As this was sent back so long ago, I have since discarded the receipt Canada Post gave me. I assumed everything was fine, as Telus never contacted me regarding a balance and when I logged into my account, it said there were no accounts assigned... no mention of a balance. Last week, I happened to sign into my CreditKarma and noticed I had been sent to collections for a $115 balance as of this month. At no point was there ever anything in my mail, email, or voicemails left regarding said balance from Telus. I haven't even heard from said collections company?! I called Telus right away, they refused to help me as I didn't have the tracking slip anymore. I have since disputed with TransUnion and filed a complaint with CCTS. I asked Canada Post if there was any way to recall the proof of me sending it - they said no. Has anyone else had this happen? Any suggestions on other avenues I might try to have this corrected? It's damaged my credit significantly, so this is super disappointing. Is it possible this can be corrected?
