How do I contact someone to extend my payment arrangement?
Both my Home Services and Mobility accounts are overdue so I had to set up payment arrangements for them, the only issue is the due dates are Dec 3 and Dec 6 and the total owing is $1427 which on top of my monthly bills and cost of living is not doable unfortunatly. I tried asking in the chat to speak with somebody to at least extend the due date for my mobility arrangement and was issued a call back, but when I answered and hit #1 to speak with an agent I was cut off. Is there a way I can just message somebody or speak with somebody online rather than by phone?
Telus hardware equipment balance sent to collections
Hello TELUS team and Community, I am writing regarding an urgent issue with an unreturned equipment charge that was erroneously sent to collections. The equipment in question was already returned and confirmed delivered via courier. Despite the delivery being completed, an unreturned hardware fee was generated and routed to an external collection agency, resulting in a sudden, severe drop on my credit bureau report. And I wasn’t contacted or notified from Telus or through any external agency related to collections. Before I left the Telus service I just confirmed with the agent that balance is zero and there’s nothing on my end to pay back. Literally credit score got destroyed so badly, and from 780 to 680 due to this dispute. Because the hardware was sent back, this balance is erroneous. Could a Telus moderator please reach out via private message to review my account? I need Telus to: Verify delivery using my courier tracking and equipment serial numbers. Formally recall the account from collections. I have full courier delivery receipts and tracking documentation ready to share securely. can some please guide me if there were in this situation. Thank you.
TELUS Billing Errors, Collections and Credit Damage: Where Is the Accountability?
I recently discovered that a TELUS account I made multiple attempts to cancel was sent to collections and reported on my credit file. TELUS had already refunded incorrect charges and assured me the problem was fixed. Yet here we are. Looking through this forum, I found other customers describing similar issues: cancelled accounts still being billed, charges on old accounts, and collections despite accounts showing zero balances. This is serious. An inaccurate collection entry can affect credit scores, mortgage approvals and borrowing costs. Yet customers are left to discover the problem, spend hours chasing corrections and dispute the damage themselves. I find it deeply unfair that a corporation as large as TELUS can face repeated complaints while individual consumers carry the burden and risk. When customers miss payments, there are consequences. What accountability exists when a company’s errors harm customers’ credit? I’d like TELUS to explain: What is being done to prevent these errors? How are inaccurate collections removed from credit reports, not just marked paid? What compensation or remedies are available to affected customers? Do repeated complaints warrant regulatory scrutiny or collective legal action? I expect TELUS to investigate my account, reverse invalid charges, withdraw the collection and correct any inaccurate credit reporting. Has anyone else experienced this? Was your credit report corrected, and were you offered compensation?
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?
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.
