Invalid Collection Claim from ARM/Telus
Hi TELUS_Support, I'm a former Telus customer - I terminated my home services contract in August 2025 and moved out of the country. At the time of termination, I settled my final bill via the direct debit Telus had on file, and I received no further communication from Telus after that indicating any outstanding balance (Telus still have my email on file, so I'm easy to reach if that had been required). On Wednesday (20th August) I received an email out of the blue from ARM Collection Agency claiming I owe approximately $146 CAD with no explanation of where these charges have come from. From looking at other forum posts, this seems to be a slightly disturbing pattern. Since I no longer have a Canadian phone number and I'm several time zones away, this forum is the ONLY way I have to reach someone (which in itself is ridiculous). Could someone from the team please review my account history and confirm my billing history and that this referral to collections was made in error? I'll send account details by private message as requested.
Converting Telus Rewards limit
I am trying to convert my Rewards to Westjet points, but it is grayed out and it says I have 0 transfers left. I have transferred my points 3 times before, but I thought the counter would have reset by now, and I can't find any documentation that says there is a limit to transferring points. Does anyone have this issue, or know the amount of time before the counter resets to be able to transfer more points?
How to Correct Account Holder Name on EPP Account
Hi Everyone, I’m hoping someone can clarify whether TELUS can correct the account holder information on an EPP account. When I originally created my EPP account using my employer information, I accidentally entered my spouse’s name as the account holder instead of my own. As a result, the original service agreements were created in her name. I have since updated the information in my online TELUS portal so that it shows my name and email address. However, when I have called support, there are still times when my spouse’s information appears as the actual account holder. Is it possible for TELUS to correct the account holder name all the way back to the original agreement so that everything is properly under my name? If the original agreement cannot be amended, is there another way to recreate or transfer the account into my name while keeping everything else exactly the same, including: Existing phone number and service Current EPP plan and pricing Device/payment arrangements Billing and payment information No interruption to service Ideally, I just need the account and agreement documents corrected so that I am officially listed as the account holder. Also, if going through all of this would ultimately be a lot of effort with no real practical benefit, please tell me that as well. If there is no downside to simply leaving the original agreement in my spouse’s name now that my online profile has been updated, I’d rather not create unnecessary complications. Has anyone dealt with something similar, or does anyone from TELUS know what process I would need to follow? Thanks!
Before You Close Your TELUS Account, Read This
I've had ongoing issues with TELUS since last summer when I tried to cancel my TV services, and this latest situation feels like a continuation of the same problems. I understand that contracts have terms and conditions, and I accept responsibility for any fees that resulted from not cancelling on the exact date required. My concern is how difficult and confusing the process became. Once my account was closed, I no longer had access to my billing information. I was told that notifications had been sent by email, but some of those emails went to my junk folder. I had also moved before the account was officially closed, so I didn't receive any mailed notices. I spent more than two hours on the phone and was transferred five times. I received conflicting information from both TELUS and the collection agency. One TELUS representative told me that nothing could be done because the account had already been sent to collections. Another representative created a ticket and told me to wait 8–10 days for a review. The collection agency referred me back to TELUS, while TELUS said they couldn't access my closed account. Even after I paid the collection agency to protect my credit, I was told that TELUS couldn't reverse any charges, including equipment-related fees. My advice to anyone closing a TELUS account is to follow up carefully, check your email regularly (including your junk folder), confirm that all equipment has been returned, and make sure there are no outstanding balances. Has anyone else experienced something similar?Be aware and get everything in writing related to Telus offers
4 months ago I cancelled my existing Optik TV and bonded internet 150 service and upgraded to Telus Pure Fibre 3G internet. At the the same time I had a Shaw/Rogers 1G service that was costing $75.00 per month and the contract was ending. I chose not to renew the Rogers and go with Telus based on the newly place fibre in my neighbourhood. After a lot of time on the phone I was transferred to L&R which provided a great offer for Telus fibre. I was quoted 82.50/month. I have no idea if that included gst or not. The first bill was confusing with all the old service credits etc. My issue is that my bill is now 121.80/month, not what I was quoted. It looks like it is 95/month but all of a sudden I'm paying $7.00/month for each email address I have (3 in total). Speaking to customer service, they tell me that the emails cost that amount and were created when I switched to Pure fibre services. I have the option of cancelling them to save the 21.00. I have never in the past had to pay for email address and have been using these Telus email accounts since 2009. I cannot lose them as all email communications are tied to them. No mention of the additional costs where ever disclosed to me. Almost $40/month more then I was told. Spoke with customer service and was transferred again to L&R. Finally gave up waiting on hold and came here.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.Contract renewal doubled in price
Our Internet contract expired and when I called to discuss renewal options, I was told that after all the discounts I was eligible for our new monthly rate would be $120+tax- double what we're paying now. We were left speechless. When I asked about the offer on the website for the same plan for $85 per month, I was told that existing customers are not eligible for those plans. Since when are existing customers being absolutely price gouged for their loyalty? We will definitely be changing providers but now I have to call back and wait on hold for hours just to cancel our services?? Year after year, dealing with telus is just getting more ridiculous.Unable to register account
Hello! I signed up for internet on June 20th, and had the installer come and hook up the internet yesterday (July 3rd). The internet and TV all work excellent, but I am unable to log-in or register for MyTelus. I understand that that is where I will see my bill, so I'm rather anxious to get in there! When attempting to register my account, I am able to get all the way to creating a password and setting up my account profile, presumably the last step, but when I try to continue I am given a "Sorry, something went wrong, try again later." I have tried both on my phone and laptop (I've deleted and reinstalled the app, and on my computer I have tried a separate browser, and using a private tab). No dice! Do I just need to be more patient? I am wanting access to one, familiarize myself with the system, and also so I can personalize my OPTIK TV channels. Thank you!