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How to elevate service issue?
Since October I have been dealing with issues related to phone services and billing issues. I have had 3 on-site visits, have spent over 28 hours in total on the phone with support and Loyalty team members, had my phone number disconnected, had my phone service cut off twice for at least 5 days each time, had my voice messaging system disconnected 3 or 4 times, and have had the wrong charges for services on 2 different accounts. On at least 4 or 5 times I was told that a ticket had been created to correct my issue. When following up on each one, I was told once that no ticket had even been created, and several times have been told that the ticket was "closed" when I called back a week or two later to follow up. The current ticket has been outstanding for almost a month, and several times was told that it would be resolved in a day or two. Received a call today, saying they were still working on it and that it would be another week and "thank you for your patience"... I have no patience left.... HELP
Duplicate billing and credit reporting on Mobility and Home accounts
I just realized today that Telus has been double charging me, charging two credit cards with the same bill and more for years!... I even found a quadruple charge in there! They also repeatedly turn off or glitch on my pre authorized payments, leading me to miss payments without realizing it. I paid everything immediately upon realizing it, setup pre authorized payments... and the same thing happens again - despite the fact that they have been over charging me for years!. In January they lodged a complaint and my perfect credit score went down over 120 points. They told me it wasn't their fault so they couldn't do anything about it over the phone; well it wasn't my fault either (this is before I found out about the over charges). This is the most unacceptable treatment I have ever experienced from a corporation. This is FRAUD BY TELUS. I am reporting this to AMEX, Mastercard, the CCTS, Trans-Union, and whomever else I can find to report it to. I have only scratched the surface today, but I am out thousands of dollars and now have a lowered credit score through no fault of my own. This has occurred on both my cell phone account and my home internet account going back to 2022 at least.
Billing Issues
I ended my Telus services and account last June. But I received an email from a debt collections agency that I owe an outstanding charge on my account. I never received a bill from Telus with the amount the debt collection agency stated, and I payed the last bill I had from Telus in full before the account was canceled. If there was an actual charge left outstanding on my account why was I not notified? and if not, why did I get sent to a debt collections agency if I did not have an outstanding charge? I am very disappointed in the service quality of Telus, I shouldn't have my canceled account information sent to a collections agency without my notice of a bill.
Collections Notice with No Information
I have been receiving collections notices from a company called Debt Collections Agency (DCA) for a Telus Wireline account that I don't recall ever having. They are threatening to contact me at my place of employment if I don't pay the outstanding balance. I researched this situation online, and found that there are a number of scam reports about this company doing the very same thing to other customers. When I contacted Telus customer service, the representative told me that according to his files, he showed that I do have an outstanding balance for a Telus Wireline account, but could give me no information about it, and indicated the name of a completely different collections agency (General Credit Services) that was managing the collection. I have attempted to reach out to GCA as well to get information, as this all seems very suspicious. I find it unacceptable that I received no notice from Telus that I had an outstanding amount owed, and the first I hear about this account that I didn't know that I had is coming from a collections agency.
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.Mobility Account Issue
Hi, I am hoping someone from Telus can please help me resolve my issue that has been ongoing for 5 months. I think I got scammed. In September, I received an email for a business mobility promo CAN-US-MEX 200gb. I went with it. A month after receiving the phone, it starts acting up. It turns out the account was created with my old email that was hacked. I contacted Telus multiple times and was finally able to secure my account with my new email. I had asked the rep and manager (Zack) at the time (October) to please escalate this to their fraud department as I have a confirmed fraud case (I provided them with a police report). They said they would. After months with no updates. I started to get impatient and decided to re-examine the contract and the phone I received. I noticed that the serial number on the physical phone does not match the serial number on the contract. I also found the same phone being sold (same serial number) on Facebook market place last year. I call this morning and escalate the situation to the manager again. It is the same manager that addressed the situation back in October (Zack). I discussed the issues with the phone, serial number, and fraud case. He provided no resolution. He was trying to convince me that the serial number was the same, it is not. I asked for an update for ticket that was created to review the fraud case and he denied creating the ticket and sending it to the fraud department in October. He refused to create a ticket this morning again. Can someone please help resolve this issue or help me cancel my account. I am discouraged with Telus phone customer service. This whole issue has had a huge impact on my personal life, mental health, and business.Still getting billed after I cancelled my services last March
I am still getting billed for Telus home services even tho they were cancelled last March. I keep getting a monthly bill saying my services will be disconnected to which I have spoken to numerous agents regarding this and to let them note it each time I spoke with them. For some reason they can't "find my previous note" regarding this issue. Please stop billing me it's over and beyond what it initially was.Can't see any details on my account (bills/usage). Site Errors out.
Coming from Reddit as well. Over multiple days/browsers/devices, can't see account details, bills, can't manage account. Where do I go from here? Payments have been going through since I have Pre-Authorised Payments set up. It's been quite a few months, but finally had the time to sit down and call in to telus support. I've been informed that this is an issue that multiple accounts are facing and there is no estimated time of resolution. Phone support said they've escalated this to their backend and they are working on it and might need screenshots of what I'm seeing.Account name correction
Hello, back in January I sign up with Telus with my name and mobile number and added my wife and my son as subscribers to my account. For some reason under settings and under my account number there’s my wife’s name and her mobile number listed as if she’s the owner of the account. I would really like to correct that. Any help would be greatly appreciated, thank you.
Billed without service
I am caught in a glitch of your system. I get billed while I have cancelled the installation before it happened, and I returned the equipment. I called at least 2 times, and was told this problem was fixed, yet I received another e-mail telling me I am late paying my bill, with late payment fee, and an increased amount, This is ridiculous.
