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Telus taking me to collections after an account closure from 5 years ago
I recently started getting emails from a collections agency for an account that was closed back in 2020 which was 5 years ago. I have spoken a few times with customer support, the collections team, and the loyalty team at Telus and have been sent all over the place with no answers. The collections team originally stated that they would go through an approval process to credit the charge back since I was never given any indication that I had owed any money to Telus. No emails, no phone call, and I had opened a new home services account with them a year and a half after closing the original home services account but was never told a thing. Just this week I had spoke with the collections team again who said that the account was opened by a technical mistake and that they would put in the requests with the back office team to credit the amount back. The collections team agent then said I will have to speak with the loyalty team to get the credit the amount back so they forwarded my call to the loyalty team. Speaking with the loyalty team member they informed me they would put in some approvals and call me back in a few days to provide an update. cont..Sorry, you have been blocked You are unable to access telus.com
Keep getting this message when trying to login to mytelus account to view my bills. Says I have been blocked and there is a Cloudfare Ray ID given at the bottom of the page. Have tried multiple browsers and also deleted my browser cache but nothing is helping. How do I resolve this issue? Thanks in advance
Internet service contract expiration arbitrarily changed by TELUS
I signed up in October 2023 for what was then called "office" internet, with a 3 year contract (expiring October 2026). At the end of 2024 we moved, so I started inquiring about moving my existing service to our new home. After several back and forth emails and phone calls, I was told that the move would not be a problem, since the same fibre 1G service was available at my new location, and that the existing static IP address could be kept as well. On the date scheduled the TELUS installer came to connect the service but, surprise, I was told me that he was not aware of this been a continuation of a business plan, but a new home installation. After a couple of internal call on the tech part, my service was enabled (also got a new account number). After several calls with tech support, my static IP was as well. Fast forward one year, and I contacted TELUS to inquire about possibly switching to home service ASAP, or when my contract expires, and also ask about TELUS repeatedly overcharging my account, even though a valid CC has been on file according to the MyTelus website. In the course of multiple phone conversations, I am told that my contract is now set to expire in November 2027. I kept asking the reason why this could have happened, since my original contract duration was 3 years, not 4. Eventually the rep tells me that the reason for the change was the move itself: according to them there was simply no way the contract could not have been "reset" by moving, even though this was never pointed out to me ever during me asking about moving my service I asked to be called back by a supervisor, and she confirmed that the move was the one and only reason for this. There is NOTHING they can do, except moving me to monthly renewals, which effectively doubles my costs for the next 2 years. I've been with TELUS since the 90s, copper, DSL and finally fibre. I just wanted to ask if anyone knows if the story I've been told makes any sense.
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?
Billing Issues - multiple calls no resolution
I signed up for Telus internet and cancelled within the allowable window. The sales person who set me up with internet also signed me up for home automation services and shipped a camera and smart home box to my house without my permission. I have been assured my services are all cancelled with Telus but for the past 5 months I have been charged 3.47 on the 27th for some unknown reason. I have called in 4 times and have been assured each time that this charge will stop but again it’s charged this month. When my automation services were cancelled I was charged 125 dollars in equipment fees but I returned the equipment and have been promised by several Telus agents that a refund is on its way but it’s once again its been weeks and no refund. Calling into Telus is such a frustrating experience and I have spent several hours on the phone for this issue that I dread having to call in again to explain this for a 5th time. I am not sure how to elevate this issue so I can get this resolved and receive the money I am owed.Problems dealing Telus regarding Customer Service Agreement
After spending 7 hours on the telephone over the previous three days and still keep hitting the wall... A telus employee on Dec 16 25 gave false information and extended the contract by one year. Within one hour i received the agreement. Called telus to correct it they said the writer has to correct it WRONG called again said the writer will call you of course they do not call. Spoke to loyality department 2 more times on Dec 18 25 finally they say you can speak to a Manger a polite women from the Phillipines who understood what had transpired. She deleted the agreement and game me a case number 251 218-47588C and said that she is handling it.. she amended the agreement but their was one error the Theme Pkg Discount was to end at the same time as the CSA it ended on 11/24/26 instead of 12/09/2027 I have been on the phone for another 50 minutes I want to contact this manager so the problem can be corrected Why does telus make it so difficult and have employees lie to customers.. The CRTC needs to become involved and force Telus to give email address to customers and hold telus to task on deceptive business practices Help get me this managerStream+ subscription double charge
I subscribed to stream + via EPP back in November. First day on November 6th, I was charged twice. I called in, and the agent provided credit towards my cellphone bill (which is with EPP as well). Next cycle, on December 6th I was charged twice again. Spoke to an agent for over an hour and the agent couldn’t resolve. Advised to submit a support form and should hear back within 10 business days. no reply, called EPP support 3rd time. Agent couldn’t resolve and offered credit towards my cellphone bill. She advised she will escalate but so far has hear nothing. can someone please advise / help on this matter???
Urgent: My account is paid in full and closed. General Credit Services is demanding I pay.
Good evening, I have spoken to Telus twice now over the phone. They have assured me that there was a mistake made on my account when I closed it in early October 2025, and that it is now paid in full. After I called the first time, they also have told me that they did not send me to collections. Regardless, I continue to receive emails from General Credit Services saying that I owe them. When I called Telus again to tell them about this, they told me I had to contact GCS myself. While I have tried, they keep calling me during work hours when I cannot talk to them. Regardless, this should not be my issue. I have not done anything wrong - why do I have to be the one getting them off my back? There has been a communication error between your two companies. Please advise,Breach of Promotional Agreement
Dear TELUS Customer Relations Team, I am writing to formally complain about a breach of the promotional agreement linked to my TELUS Internet + TV service. In September 2025, I subscribed to a TELUS Internet + TV plan for $160 per month. The promotion clearly stated that a free television would be provided upon signing a 2-year contract, which I accepted. My service was activated on September 18, 2025. I have written confirmation and screenshots from TELUS confirming that the promotional TV would be delivered within 2–4 weeks after activation. As of December 21, 2025, more than 12 weeks have passed, and the television has not been delivered. Because the TV was never provided, I am unable to use the TV channel portion of the service despite being billed monthly. I contacted TELUS support multiple times and was told delivery could take up to 10 weeks, which has now been exceeded. I was also instructed to contact Samsung, who confirmed they have no information about this shipment. As this is a TELUS promotion, fulfillment remains TELUS’s responsibility. I have met all my contractual obligations. TELUS has failed to deliver a core promotional benefit within the promised timeframe. Therefore, early termination fees should not apply. I am giving TELUS a final opportunity to resolve this matter. I request either a matching competitive offer (reduced monthly pricing with TV services) or immediate delivery of the promotional TV, or an account credit equivalent to its value. I also request credits for TV services I could not use and additional service credits due to repeated support contacts. All communication must be conducted via email. If this issue is not resolved and termination fees are applied, I will use this correspondence and evidence for formal complaints or legal action.