Cancelling Telus Internet service, why does it have to be so difficult ?
Everytime I call in to talk with loyalty team member reagrding moving/cancelling my internet service, it gets disconnected after 21 minutes and if i walk-in to store they say they cannot help with cancelling service and I have to call loyalty team but loyalty team seems to always auto-disonnect my call after 20 mins of staying in line. What is going on ?
MyTelus App access issue after account cancellation; collection agency contacted despite fee miscommunication
I had Telus mob. account <Admin edit: removed personal info. Please see house rules.> with 2-year cont. In May 25 and prior to end of term (June 2025), I requested cancelling the account, keep phone and transfer number to a regular Telus mobility. We were told by Rep at Telus Wireless City Calgary that we would be contacted for remaining fee of 300 Canadian Dollars as we decided to keep phone. I tried to access account via "MyTelus App" and every time a message that account linked to email and log in credentials was cancelled and no access. Not even given account number to use in communications. I called Customer Service and every time I call to check, Telus Rep came back with answer that they could not see any outstanding fees on any of accounts. I kept checking and all of a sudden, I received a call from collection agency. I requested details from agency, and they provided Telus account details related to case. I phoned Telus back and filed several complaints and escalated issue several times to Escalation Team. Hours of phone calls, I tried to explain to them that previous Telus reps miss-communication and misleading info and also me having no access anymore to the account via MyTelus App led to this issue. I didn't receive any mail/communication from Telus to my address or email linked to MyTelus account informing me with outstanding amount. After escalation team filed a request form to Payment Depart, request was denied and reason was that Telus sent me a message at time I cancelled the account, which was received. By the way we were informed by the Telus Rep at time of cancelling account that a message was going to be sent and we received it, but no info on account billing. However, they totally ignored issues listed above, which were initiated by their system and reps and led to me being penalized for their mistakes and chaos. In Feb 26, escalation team directed me to Payment Department and pay was done after much hassle and surprisingly after a month I figured that Telus didn't send payment notification to collection agency creating issues and problems. I need Telus to cancel case with collection.
Outstanding balance on closed account
There seems to be no clear a potentially outstanding balance on a cancelled account. I have a current account and it seems I have an outstanding balance on a previous account closed in 2019. The automation system tries to access my current account. How do I navigate this and communicate with someone to sort this out?
issues in auto payment of prepaid existing plan
Hello, in my prepaid account i cannot find the option to set auto payment of the existing promo offer i have. i got 1 year prepaid promo offer of unlimited canada wide calling and texting last year and it is almost time of renewal and there is no way to pay for another year of prepaid bill to keep using this benefit. Could someone help in configuring auto deduction of that 120$ amount, instead of existing option of auto top up of random amounts?
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.
Billing Issues
I ended my Telus services and account last June. But I received an email from a debt collections agency that I owe an outstanding charge on my account. I never received a bill from Telus with the amount the debt collection agency stated, and I payed the last bill I had from Telus in full before the account was canceled. If there was an actual charge left outstanding on my account why was I not notified? and if not, why did I get sent to a debt collections agency if I did not have an outstanding charge? I am very disappointed in the service quality of Telus, I shouldn't have my canceled account information sent to a collections agency without my notice of a bill.Can't see any details on my account (bills/usage). Site Errors out.
Coming from Reddit as well. Over multiple days/browsers/devices, can't see account details, bills, can't manage account. Where do I go from here? Payments have been going through since I have Pre-Authorised Payments set up. It's been quite a few months, but finally had the time to sit down and call in to telus support. I've been informed that this is an issue that multiple accounts are facing and there is no estimated time of resolution. Phone support said they've escalated this to their backend and they are working on it and might need screenshots of what I'm seeing.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.
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.Urgent help
I became a TELUS customer in November after porting my mobile number from Bell. Unfortunately, my account has been suspended since the porting process, and the issue remains unresolved to this day. When I first contacted customer service, I was informed that the suspension was due to suspected fraudulent activity. I was told that once the issue was reviewed, I would receive a message or email with an update. After waiting several weeks without any communication, I contacted TELUS again and was advised to submit certain documents to [email protected]. I submitted all the requested documents during the first week of January. Since then, I have not received any confirmation, update, or follow-up regarding the status of my account or the documents I submitted. I have made multiple attempts to contact customer care, but each time I was transferred between representatives and eventually disconnected without any resolution. This experience has been extremely disappointing. While I understand that verification processes can take time, the lack of communication—especially after submitting the requested documents—is unacceptable. The suspension has disrupted my phone service, negatively impacted my credit score, and affected my ability to stay connected when I am away from Wi-Fi. This situation has caused significant stress and inconvenience. The issue remains unresolved and has been ongoing for approximately four months, from November to February.
