Renewal Nightmare
Hello Neighbours, Renewing home and mobility services this June/July has been shocking problematic. After struggling to obtain service that wasn't outright combative, I was finally able to secure passable agreements for both home and mobility with reps over the phone. Neither agreement of the agreements that were actually applied reflected what was agreed to. After hours and hours over phone and messaging with various telus reps, I thought that the items had been resolved with a manager local to me only to later realize there were still issues with the billing. Efforts to get these issues straightened out has been futile. I have not heard back from the manager/complaint resolution specialist within the promised 48 hour timeframe. Is there any department that can actually review prior call recordings, honour what was promised, and sort their way through the accounting mess to find resolution? At this point, I would honestly expect better than promised given the difficulty. Is filing an official complaint with CCTS or CRTC really the only option to get these issues properly resolved? After 20+ year with telus, I am absolutely bewildered
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?
Account Number for Payment
I cancelled my internet several months ago. I want to make a payment through my bank, but it requires a 10 digit account number and the only one I have is 9 digits. I no longer have access to the home services account and the AI chat is useless. Does anyone have a solution?
Why has Telus sent me to a collection agency? Part1
Why have I received a notice that I must pay a collection agency for an account that was closed in Oct 2020. The account was not in arrears and was closed and I received confirmation that it was closed. I currently have 2 accounts that are in good standing and paid by automatic withdrawals every month. One account is a Mobility account # ending..243, the other account is for Home Services account# ending ...690. The home services account was created in so that I could continue with home internet to the house my mother owned. I was PoA at the time (she is now deceased). When I moved from BC to AB Telus Home Services Retention required me to create a new account, so I did with Daniel's help. In Nov 2024, Daniel gave me the new account# ending..690. Somehow in that administration process, an old cancelled account with the same number that the collection agency is now trying to collect for. Account ending#..0521. I called back to telus as soon as it was possible (January 2025) to connect and got a Telus agent in the Phillipines (Benji?). He assured me that a system error was responsible and that the account ..0521 would be cancelled. Benji gave me Ticket number...8145144. I have never received a bill nor paid a bill to Telus Acct#...0521, and all other accounts appear to be in good standing. Then Nov2025 and Veritas notified me of an amount owing - but due to lots of phishing and spoofing going on - and a complete lack of details, I ignored the Veritas claim as fraudulent. By Feb2026 it seems the account#..0521 had been handed off to Resolve Financial, I received notice but again due to a complete lack of details included other than an amount owing, and my inability to recollect a 9 digit account number that had been closed more than 5 years previously I ignored this Resolve email as a scam. On April 17 2026 I called Telus and spoke to Byron in Guatemala. He assured me it was probably a scam, and created a ticket Ref# SET-55468. 2100 Character limit - See Part2 Terry
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???
Cancelled Device Care Complete but am still being charged for it?
Hi, I am in a bit of a pickle. I am very in debt and currently dealing with a battle to get on disability - so I cancelled my Device Care Complete in the hopes that it'd help me save a bit of money each month. I was also trying to get a hold of someone to talk to about Connect for Success (or whatever the low income plan thing was, my roommate is also disabled and has it) but I do not have the luxury of waiting for hours on the phone. :( So I am hoping to get in touch with someone who can assist. Is there any way to get my billing fixed, like by contacting someone over live chat or email? Most of my chat support attempts are not delivering, I'm trying to use the website chat support and it's just giving me errors when trying to contact an agent. Keeps saying "Not Delivered" and erroring, haha. I unfortunately cannot afford to pay off the full bill atm, so I'm hoping the Device Care Complete can be removed like it was supposed to be. If someone can lend a hand I'd appreciate it. I cancelled it over a month ago. Thank you.