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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.
Billing Issues
We know Telus's customer getting worse on the contrary of the increase of the internet and home security service charge. Telus increased more than $6 on the internet service charge and the Home security service although we are not using the Home security service at all. Telus removed the 6 month $5 discount on the internet bundle. Last time the Telus teller asked me to call again to get the temporary prmotional discount after 6 month. I talked a tell, but she was saying she can't give the discount. Also the Home security contact was 36 month, but Telus changed the contract to 24 month and increased the charge upto $3 more without my agreement. I am really moving to Rogers at the end of this contract. So I started to change my email account to Google. My request ;1. additional 6 month $5 discount on the internet service 2. Restore my Home security contract to the original contract. Also the customer service connectivity is so bad.
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.
Why are online support requests always broken?
Whenever I try to submit a support request, I always get a message informing me that you are experiencing technical difficulties "We were unable to submit your form due to technical issues. Please try again.". On the page where it says "keep track of all your requests and inquiries", I am always shown the error: "We are unable to retrieve your request details. Please try again." I have a telus business account. I click on "Send a business support request", and this is all I ever get. I'd much prefer to communicate by support ticket than in person on a phone as it is much less time consuming and easier to transfer details like IP address and MAC address by text.
Cancelling Telus Internet service, why does it have to be so difficult ?
Everytime I call in to talk with loyalty team member reagrding moving/cancelling my internet service, it gets disconnected after 21 minutes and if i walk-in to store they say they cannot help with cancelling service and I have to call loyalty team but loyalty team seems to always auto-disonnect my call after 20 mins of staying in line. What is going on ?In collections. Account closed and canceled a day after it was opened. Need advice.
A year and a half ago, I opened a telus account with the intention of procuring wi-fi for my household. The installation was unsuccessful, the tech took the supplies back and I canceled my plan and closed my account on the phone with an agent the next day. They assure me that everything is closed. I owe nothing and I move on. I procured wifi through another provider and thought I had wiped my hands of this telecom company. But, fast forward to two months ago. I come to find out that my spam folder has been collecting emails from collections agencies, my credit score is tanked, I owe 1600 plus dollars to telus, and multiple collection agencies are threatening to send me to court and garnish my wages. Naturally, I freak out. I call telus immediately, and they acknowledge that they made a mistake and will credit my account to essentially pay themselves back for a mistake they made. "Just ignore it..." they say, as the threat of impeding garnishment hangs over me. "We will credit the account, the file will be pulled from collections in 15 days time, we will call you." They do not call and during those 15 days I receive 3 phone calls from the collections agency and another email threatening to take me to court and garnish my wages. I call them. They tell me that it will now take 7 days for a letter to come. They will call me. Except, they do not call. I get another letter from another collection agency. They are threatening to take me to court. And then, a telus agent calls me, not to talk about this debacle but to try to sell me on their promotions! The nerve. I might have considered it once, but this entire situation that they have put me in, has officially destroyed their credibility for me. My current plan is to escalate this as far as it needs to go, if that means being assertive and demanding to speak to someone higher up, I will do it. This is ridiculous. Does anyone have any advice on how I can escalate this?