Multiple errors on Billing both mobility and internet
Mobility issue I was with Rogers for my mobility plan and when an Telus agent called me on march 2026 to offer me a better deal. I have called Telus multiple times had a back and forth conversation with telus mobile support chat about 11X over the past 3 months I have two mobile lines one line has now the correct discounts but the other line still has the missing discount. I was called by a telus agent last weekend telling me he can't give me the discount because it was from the loyalty deparment. I am just hoping telus to fix this because they offered me this deal to get back to Telus?? Internet Issue: I had a 2 year contract of internet with Telus from Dec 2024 to Dec 2026 I moved our services In April 2026 and an agent offered to switch and renew our contract Once our contract is renewed I was being charged the previous internet and the new one and not only that but they were still charging me the $5 doorbell camera that should have been ended since 2024. I file a complaint about double billing about 1 week ago and was told it was resolved I spoke to an agent through chat again today to dispute the $5 dollar installation hardward as we did not do this and we were only given a doorbell camera from 2024 that we just moved to the new one and did not ask telus to install it and on top of that she told me that I have 2 lines which was incorrect for myinternet bill How can I completely resolve these issues repeatedly from telus? change service to a different provider?
Price Increases
Hi, Home writing this in regards to not being able to communicate with anyone that has been able to fix this issue. I’ve been on phone calls and I’ve been told that they can’t fix it. Went on the phone. I was put on hold for hours just to talk to the same person and not rectify the situation. They then emailed me telling me that they were gonna call me back so I can speak with the manager and they never did, It ended up being the same person I spoke to when I was put on hold. Before I reach out to CCTS I am reaching out on here in hopes to find a solution. I was offered a specific plan if I transferred All four lines in my family to tellus. For a year, it was great but come 2025. They raised the rates with no questions asked. I find this very disloyal that they did not honour the original agreement. Me and my family feel scammed. Here the the price differences in monthly bills.
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.
Billing Issues
We know Telus's customer getting worse on the contrary of the increase of the internet and home security service charge. Telus increased more than $6 on the internet service charge and the Home security service although we are not using the Home security service at all. Telus removed the 6 month $5 discount on the internet bundle. Last time the Telus teller asked me to call again to get the temporary prmotional discount after 6 month. I talked a tell, but she was saying she can't give the discount. Also the Home security contact was 36 month, but Telus changed the contract to 24 month and increased the charge upto $3 more without my agreement. I am really moving to Rogers at the end of this contract. So I started to change my email account to Google. My request ;1. additional 6 month $5 discount on the internet service 2. Restore my Home security contract to the original contract. Also the customer service connectivity is so bad.Outstanding balance on closed account
There seems to be no clear a potentially outstanding balance on a cancelled account. I have a current account and it seems I have an outstanding balance on a previous account closed in 2019. The automation system tries to access my current account. How do I navigate this and communicate with someone to sort this out?
issues in auto payment of prepaid existing plan
Hello, in my prepaid account i cannot find the option to set auto payment of the existing promo offer i have. i got 1 year prepaid promo offer of unlimited canada wide calling and texting last year and it is almost time of renewal and there is no way to pay for another year of prepaid bill to keep using this benefit. Could someone help in configuring auto deduction of that 120$ amount, instead of existing option of auto top up of random amounts?
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.
