Duplicate billing and credit reporting on Mobility and Home accounts
I just realized today that Telus has been double charging me, charging two credit cards with the same bill and more for years!... I even found a quadruple charge in there! They also repeatedly turn off or glitch on my pre authorized payments, leading me to miss payments without realizing it. I paid everything immediately upon realizing it, setup pre authorized payments... and the same thing happens again - despite the fact that they have been over charging me for years!. In January they lodged a complaint and my perfect credit score went down over 120 points. They told me it wasn't their fault so they couldn't do anything about it over the phone; well it wasn't my fault either (this is before I found out about the over charges). This is the most unacceptable treatment I have ever experienced from a corporation. This is FRAUD BY TELUS. I am reporting this to AMEX, Mastercard, the CCTS, Trans-Union, and whomever else I can find to report it to. I have only scratched the surface today, but I am out thousands of dollars and now have a lowered credit score through no fault of my own. This has occurred on both my cell phone account and my home internet account going back to 2022 at least.
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.
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.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.
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?Incorrect bill after contract renewal
Hello, I am hoping someone at Telus will see this and give me a hand. I renewed my contract in October with an agreed upon price for two years. After the first correct bill, the next two went up in price almost 100 dollars more then what was originally agreed to. My account had updated agreements which I was never notified of nor did I agree to. I’ve tried the Telus messaging feature which just gets concluded with no responses. I tried calling once and spent 3 hours on the phone with multiple agents. I was told the initial agent who did my renewal offered me discounts that were impossible to keep an my bill must increase. I was then promised a call back which I never received. This is an insane business practice, especially when I can’t even talk to anyone. any help is appreciated.
Stream+ subscription double charge
I subscribed to stream + via EPP back in November. First day on November 6th, I was charged twice. I called in, and the agent provided credit towards my cellphone bill (which is with EPP as well). Next cycle, on December 6th I was charged twice again. Spoke to an agent for over an hour and the agent couldn’t resolve. Advised to submit a support form and should hear back within 10 business days. no reply, called EPP support 3rd time. Agent couldn’t resolve and offered credit towards my cellphone bill. She advised she will escalate but so far has hear nothing. can someone please advise / help on this matter???
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. RaeIncorrect Information On Bill Website?
I logged into my account to see that on my bill page it says that I have an overdue bill of 10 days (said it was due on December 2nd) but I paid that bill on Nov 13th. So when I clicked the pay now, as I assumed the website would be correct, I realized that I already paid for the month and I now paid ahead of time for December now. This is more of a notice to the tech side of the webpage but I did not appreciate that jump care only for it to misread my payments. And I am curious if anyone else had this message pop up for them? Thanks!