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..
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.
Bad Shipping Address - Can't Get My Phone
I've been a Telus customer for over 20 years. On Nov. 22, I ordered a new phone and plan, as my old one was due to expire, and I was on the buy it back program. On Nov. 24, I received an email indicating my new phone has been shipped via FedEx and provided a tracking number. On Nov. 25, FedEx called me and said the shipping address was invalid and to call them. Over the next couple of days I spoke to FedEx three times; the shipping label Telus provided only had the city and province on it. I tried to correct the address, but FedEx was not able due to restrictions that Telus put on the shipping. I asked for FedEx to send it to one of their outlets near me and I would pick it up in person. FedEx was not able to due that due to the shipping restrictions put on it. FedEx then informed me that only Telus can fix the problem. I still don't understand why FedEx would not have contacted Telus directly to resolve the problem, instead of involving me. Since then I have called Telus five times, and they either have refused to fix their problem, or said they have submitted forms to correct the issue. Every few days go by and no updates, package still stuck at FedEx. Finally, I receive notification from FedEx that they are returning the package to Telus as undeliverable. I contacted Telus one last time and wanted them to send me a new phone. The person I spoke to finally confirmed they would do it, and submitted forms for that to happen. I was supposed to receive an email when the new order is processed and shipped. Well no email has been received, and now I will need to call Telus again to try and get my new phone. It's been almost a month now, and I am now getting a notification that if I don't return my old phone soon, I will not get credit for it under the program. I am hoping someone at Telus will respond to this that can actually solve the problem, because I'm fed up and prepared to walk away.
Collection Agency - Telus Account Error - can I please speak to a human???
Hi There, I have multiple accounts with Telus all of which are fully paid and up-to-date. A collections agency has been contacting me regarding a purported amount owing on a Telus account. I thought it was a scam since all my Telus accounts are fully paid up and have always been. Now it's showing up on my credit rating. After multiple attempts, I finally spoke to a Telus agent who was able to figure out that the Telus Account # that the collections agency is contacting me about appears to be an error (I have another Telus mobility account for the phone number at issue and it is fully paid and in good standing). However, because it is a pre-paid account, the agent said he was a mobility agent (not a pre-paid agent) and so he couldn't help me further. He then tried to transfer me to Telus pre-paid. First I was routed to a store representative, and they told me to call back to 611. I have done that, and I cannot get through to an actual person at Telus pre-paid because Telus' system keeps bumping me to an online assistant. Can someone please message me to get this sorted out.
Shipping label to return device takes days to receive??
Hello, I'm getting frustrated with Telus as a simple email apparently takes days to receive. I have an old phone that needs to be returned under their bring it back plan. I went to one of their physical store and was told that they can't help me because I ordered my new phone online. The person "sent" me the email with the shipping label to help but I haven't received any email with attached shipping label. She told me that I should've received the shipping label already when my order was processed. None was sent to me. I called *611 two times. Both times the agent "sent" the shipping label emails to two different emails of mine. But still no telus shipping label was found in any of my emails in both circumstances even though they wait for me receive it. The second agent I talked to said he physically can see the electronic shipping label but gave me a reason that due to black Friday coming up, telus has lots of orders and processing is taking some time for the shipping labels to get sent. He assured me that within 24 hours I will get the shipping label. I told him straight up that I don't believe him because I was told the same during my first call. Now my concern is in this day and age, emails do not take days to be received. Under telus' bring it back plan, users have 30 days to return their old device upon receiving their new phone. I feel that I've been getting the run around and eventually will get charged for not returning my old phone. My phone is packaged and ready to go. All that is missing is this mysterious, hard to get shipping label. I feel that I'm going to call telus support again in the next few days for the same issue. How long does it take to receive shipping labels to return phone? Is there another way to further escalate this issue, just to get shipping labels, because the phone agents are not of help. All they say is to wait. I'm afraid that I keep on waiting but eventually get charged for keeping the phone.MyTELUS App Showing Wrong Phone Number After Agent-Assisted Transfer”
Hi everyone, I’m trying to figure out a strange MyTELUS app issue. At the top of the app, where my name appears next to the arrow that opens the sidebar, it’s showing my dad’s phone number instead of mine. This started right after a TELUS agent helped complete a number transfer on the account. The transfer itself worked, but now the app is pulling in the wrong number even though the account is under my name. I’ve tried logging out, reinstalling the app, and refreshing the account details, but the incorrect number still shows. TELUS claims they’ve fixed it on their end and that it may take up to 48 hours for the correct number to display. It feels really strange, but it sounds like a temporary display glitch related to backend account syncing and caching after the transfer. Is there someone here who can investigate this further, or has anyone experienced the same issue? Thanks in advance for any insight.
