I need help ASAP please
Yesterday I started the process of becoming a customer with Telus on the phone with a customer support agent. I was switching over from Public Mobile. When we got to the part of activating my service when confirming "Yes" to the text from Telus, I was instructed to restart my phone, and the agent told me she would call me back in 2 minutes. We got disconnected due to the service switch, and so I restarted my phone. Well 24 hours later I still don't have service, and the agent never made an attempt to contact me via email since we got disconnected. I've tried contacting support through VoIP services. I've tried the Telus chatbot, which only directs me to phone support. I've tried making a Telus account but I never get the email to register (although I was able to make an account for the online forums here). Can I please get some help with finishing setting up so I can have serbice? This has been an extremely frustrating and **********ty process.
Telus keeps sending my account to collection agencies for a non-existent debt
I am posting here because I have exhausted all reasonable ways of resolving this issue, and I am extremely disappointed with how Telus has handled this situation. About 4 months ago, I received a letter from ARM Collection Agency stating that I owed $320 related to a former Telus account, with the alleged delinquency dating back to July 2022. I carefully reviewed all my Telus bills from that period and could not find any charge matching this amount. The final bill before my account was closed clearly showed a balance of $0. I then contacted Telus customer service. Telus confirmed that, based on their records, all payments had been made, and they could not identify what this outstanding charge was for. However, I was told that because my profile had already been transferred to a collection agency, Telus could not provide further details and that I needed to contact the collection agency myself. Although I was extremely frustrated, I contacted ARM Collection Agency and provided the payment records from over three years ago, and my final Telus ebill showing a zero balance. Then ARM confirmed that there was no valid debt and immediately closed the case. At that point, although unhappy with the process, I accepted it as resolved. However, I have now received another collection notice, this time from ARO, claiming that I owe $367 to Telus. This ARO Inc. appears to be a legitimate debt collection agency, so this does not seem to be a scam. What is alarming is that after the previous collection case was formally closed due to no debt, Telus appears to have assigned my profile to yet another collection agency, for a different amount, without providing any explanation. I am still a Telus customer, but this experience has completely undermined my trust in Telus’ billing system and customer support. I am posting this here in the hope that Telus will take ownership of this issue and provide a clear explanation and permanent resolution.
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?
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.
Telus sent me to collection agency without contacting me
I received a mail from General Credit Services Inc stated that they have been contracted as the authorized collection agency because I own $1919.58 to TELUS CORPORATION PAYROLL I do recognize that the account number shown on the mail is indeed the T-ID I was assigned but I have left Telus more than 2 years ago, and not a single word from Telus, all of sudden I was sent to collection for something I never heard of? I tried to contact Telus to find out what’s going on, but giving that all the number I can find is for customer service and I clearly don’t have any active account so nobody can tell me anything. The nice ladies I had been talking to both assumed this is a scam letter. But given that the T-ID was actually shown on the letter I’m hoping someone from Telus could help me with this please. At least tell me the reason for this not so small amount please. 😭 Thank you very much for your attention to this matter. Rae
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.Unauthorized charges
Hello, I am contacting you because I got charged $900 more than I expected. My internet plan is $40 and this month I just got the bill of $940. Please see the story below and I have also created a post in Reddit. The person named El-Eric suggested that I also create a post here to have in resolved. Day 1: Everything started with an unstable Wi-Fi connection. I phoned Telus, and the CSR said they would try to fix it remotely. They mentioned I might receive a text from their support team confirming it was resolved; if not, they would send a technician the next day to troubleshoot. By the end of Day 1, I never received any text or call—only an email saying a technician would be coming the next day. Day 2: The technician arrived, and we talked about my unstable Wi-Fi. He suggested it might be due to my old modem. He went back to his work truck, replaced it with the newer Wi-Fi 6E modem, and then left. We never discussed any charges, and he never told me I should expect a bill for the visit or the hardware. A couple of days later, I was shocked to receive a $672 bill. For what? I was never told I would have to pay for fixing my Wi-Fi, nor was I told there would be any charges for hardware. Fast forward to a few days ago, I received my actual bill—and the amount was even higher, including a $200 diagnostic fee, bringing the total to around $900. I was never informed about this either. For my ~$40 plan, this is ridiculous. I then contacted the loyalty department, and the representative there was also shocked. She said she needed 2–4 days for her manager to review the call recordings to confirm that I was never advised about diagnostic or hardware fees. I really hope they call me back soon. I also removed my pre-authorized payment to avoid being automatically charged. If you need more information please let me know. Thanks again for taking this case seriously.
