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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.
New PVR issues
The PVR on the new boxes is not nearly as good as the old one. It kept recordings as long as there was space in the memory. The new one only keeps programs for 90 days. The old one recorded the program from the start no matter when you hit record. The new only on records the program from when the record button is pressed. The fast forward and reverse controls are not as user friendly as the old ones. This is a decrease in service and our bills should be adjusted accordingly.Telus Rewards - Incorrect Tier
I am a gold tier currently - however, I have 4 services and should be at minimum Platinum, I keep calling and getting a run around how they are unable to see why and that a rewards team member would look into it, ITS BEEN MONTHS, and 4 attempts and I am STILL at Gold Tier.. losing out at all of these points and additional perks :( ! ANY ADVICE WOULD BE REALLY NICE, how to get my tier level updated ALL OF MY ACCOUNTS ARE LINKED - clearly states "2 accounts 4 services"!
Crave subscription
I have always had crave premium pack apart of my Pik Tv subscription. Since yesterday I haven't been able to access it, and it says I don't have a subscription. Used the chat option on the app, sent a private message and now on the phone for over 40 minutes. Passed between 3 people and no one has a clue how to fix it. Telus customer service is getting worst and worst. I've spent hours in the past month on the phone with Telus. No apologies, nothing. Just hours of my day on the phone with Telus for numerous issues. If I didn't have a year of my term left I'd be done with Telus today.Error message linking WestJet Rewards to TELUS Rewards
I'm getting the error message "We regret to inform you that your WestJet Rewards account linking was unsuccessful. Please try again." when attempting to link my WestJet Rewards account to my TELUS Rewards accounts. Have tried starting the linking process from both the WestJet end and from the TELUS end, and have tried from multiple browsers all to no avail. I also can't find anything in FAQ or support articles that even reference WestJet Rewards yet. Unclear as to how to get help to resolve?Billing Discrepancies and Unsatisfactory Support Experience
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?
