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.
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.
Help! I got scammed and Telus refuses to cancel my accounts.
I need the support with my business mobility and business Wi-Fi accounts. They have been created with my old email which was compromise. I have contacted Telus multiple times since September 2025. I have made numerous disputes and received no resolutions. I was told that I would be assigned a case manager but haven't had one yet. I am not receiving any follow-ups. I would like my accounts canceled as soon as possible. I am very frustrated with Telus and their customer service considering this is a case related to identity theft with an assigned police report. I strongly considering pursuing legal action against Telus.Telus Westjet account linking issue - missing phone
When I try to link my Westjet account to Telus, I am redirected to Telus, sign in and at the time of needing to enter the security code, I cannot receive the code because it seems like Telus isn't pulling up my cell phone. I talked to Telus call center and they seem clueless. I have Telus home service and home security but my cell phone is shown in my online profile.
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!
Services Transfer Error
Hello! Just at a loss and extremely frustrated - hopefully I can get some help or clarification from anyone that's been through this. In Jan 2026 I transferred home services from my name to my grandmother. I was on a three-way call, a Telus technician at my grandmother's home called Telus on her behalf, and they called me to verify my info and transfer of all services from me to her. In January I was told that I was no longer associated with her account. In Jun 2026, I start receiving phone calls from a debt collection agency. Apparently my grandmother (and her new caretaker) did not pay her bills (she was in/out of hospital). Telus chose to bill me instead of my grandmother for reasons unknown to me. After numerous calls, Telus finally tells me Jun 30 2026 that the error was on their end, they see the transfer of services, and shouldn't have billed me. They say I'll receive a callback Jul 04 2026. I don't. So I can in again today Jul 08 2026 - now I'm being told there is NO transfer of services on their end and the account remained in my name therefore they could continue to bill me. I am so confused. The debt being sent to collections dropped my credit score during a time that my husband and I are trying to purchase a home. I'm so frustrated. Short of a CCTS complaint, is there anything else I can do besides calling in over and over to get this rectified?
Forced upgrade, not honouring our old rate
So our apartment building in Esquimalt was set up for fibre, with a port over each door. We were told we didn't need to upgrade. Then we were told we did need to have the new fibre internet installed because the copper system would be dismantled and were given a day for techs to enter. Voila, our internet stopped working on a weekend because they dismantled the copper system before the tech guys visited. Put in a ticket, the tech guys came and installed the new fibre system. Told them we didn't want or need a high speed tier, and they told us we'd get a break on the price for the inconvenience of no internet for several days, 75$ or something. Never happened, of course. But here's the real issue-- the guy who came around to set up the initial installation dates for each unit looked at our account, and said that we could get our old copper rate of 84$ per month grandfathered in if we called before August (the date our 2 year intro plan expires and becomes about 140$, a ridiculous amount for basic internet). Well (after the usual nightmare of navigating the AI screening system) my husband just spent an hour on the phone with a guy who a) couldn't seem to get it through his head that our fibre system was already installed, b) kept trying to upsell add-ons or higher speed tiers that would supposedly make our bill cheaper, and c) said he would transfer to a supervisor, but disconnected instead and called back only to offer the same un-helpful options. The upshot is we are going to have to escalate outside the company because Telus is not honouring what the rep told us was possible -- keeping our old rate of 84$ if we called before the August renewal daUnfortunately this is typical of Telus now, the worst service, long phone waits, inconsistent advice and a failure to honour promises re rates.
