Good Review for Stephanie (Business) and Mark (Loyalty)
Hello! I just wanted to write about my good experience with the customer service agents: Stephanie from the TELUS Business department, and Mark from the TELUS Loyalty department. This morning, I accidentally contacted Stephanie from the TELUS Business department to inquire and deliver a concern about a residential account. Despite this, she listened to my concern, took the initiative to transfer my call, and forwarded the details of my concern to the correct department. She went beyond my expectations and took excellent care of me as a customer by ensuring that my transition to the next TELUS agent was minimal effort, smooth, and flawless. After my discussion with a TELUS agent from the Residential department, I was transferred to a call with Mark in the Loyalty department. Mark was very understanding of my needs and concerns, and his service was very efficient. Mark's solutions to my concerns were straightforward, transparent, and most importantly: effective. He took excellent care of me by providing me with all the necessary details in a succinct and thorough manner. I was honestly very impressed and happy to have worked with him. There's no doubt in my mind that the calls with the above representatives are the highlight of my slow Wednesday morning. I hope that this review reaches them, and I sincerely wish them the best. Thank you for your service! Natalie
Telus balance sent to collections?
Has anyone else had a Telus balance sent to collections without ever being contacted about it? I recently noticed that my TransUnion credit score dropped by about 100 points, from roughly 860 to 760. I've never missed a payment on anything. When I checked my report, I found a collection for only $115 from a collection agency, with TELUS listed as the original creditor. The strange part is that I've been a telus customer continuously for at least 10-12 years and I've lived at the same address for the last six years, and my current Telus account is in good standing with a $0 balance with autowithdrawal enabled. As far as I'm aware, Telus never contacted me about an outstanding balance. I didn't receive a bill, email, phone call, or any indication that I owed $115. I also don't recall ever being contacted by the collection agency. If someone had simply told me I owed $115 I would have paid it. I've started a dispute with TransUnion because I don't recognize the debt, but I'm trying to understand how this could happen. If I genuinely owed $115, why wouldn't it have appeared on my existing account, or why wouldn't TELUS have contacted me before sending it to collections? They have my current account and contact information and I've remained an active customer the entire time. So now I'm so bummed because my near perfect credit score has been wrecked from this charge for a hundred bucks. Has anyone else had something similar happen with TELUS? If so, were you able to find out where the balance came from and get the collection removed from your credit report?TELUS closed 24/7 phone support — then keeps calling me at work to “resolve” it
I need to raise two related problems TELUS has not fixed. One is that TELUS keeps using the exact method I have already told them not to use. First: live phone support, which customers were long told was 24/7, now shuts down at 7 p.m. I work 7 a.m. to 7 p.m., seven days a week, so there is no window when I can reach a live agent. Chatbots and “message an expert” are not substitutes when an issue requires a human who can access the account, make a decision, and put it on the record. Ending phone support at 7 p.m. cuts off customers who do not have flexible hours. That is not acceptable for an essential service. Second: I am already at Stage 3 with the CCTS on this file. I have told TELUS repeatedly, verbally and in writing, not to call me during working hours. Those calls are a safety hazard because of the nature of my work. They keep happening anyway. What makes this worse is that TELUS is trying to “resolve” a complaint about unsafe work-hours contact by calling me at work. That is not follow-up; it repeats the very problem I am complaining about. This is the same pattern twice: close the only live channel at 7 p.m., then ignore a clear instruction about when I can safely take a call. My circumstances are being treated as optional. I am asking for two things, in writing: A real after-hours path to a live agent—not a bot or a callback during my shift. An immediate, enforced stop on outbound calls during the hours I have identified as unsafe. Do not contact me about this complaint using the method I am complaining about. Until both happen, the CCTS file stays open. I will keep a dated record of every after-hours lockout and every work-hours call. If a community manager or Customer Resolution representative can confirm both points here, I will work with that. If the next contact is another call during my shift, that call becomes further evidence for the CCTS.
Home services and formal complaint email address
Hi. I want to file a formal complaint to Telus management on my home services but have just been redirected by the Bot and still can't find the form. Feels like this bot is designed to redirect people away from truly getting support. I disputed my bill and again the bot tells me to message their agents. My complaint are getting lost in the chatbot msgs. Can someone please give me an email address? I was promised by Telus' sales agent that my monthly bills would be a set amount when I signed a 2 year contract, its has been 8 months now, the bill keeps going up for different reasons. I've tried to resolve this issue many times, each time a new agent goes into my account, promises me it will be fixed, then nothing happens. It's wrong for sales agent to promise one thing and Telus to charge differently. I don't mind sending an email to the executive team if someone has the email address. Have anyone else been in the same situation? Sales agents promising one thing and bills charge different? What did you do to remedy it? Thanks in advance.Unannounced rate hike and bill after cancellation
Well, where shall I start? My internet bill used to be 50 dollars and last year it randomly jumped to 75 with no notification. In addition, I found out Telus kept charging me for security camera for THREE years after I no longer used it. The truly audacious part is that, after I cancelled my account, I was hit with another bill of close to $100 for a period where my usage of their service is absolutely ZERO and with the modem returned. Having been using Telus for years, this makes me not wanting to return to it at all.Busuu Subscription?? What is that?
This situation reflects very poorly on TELUS and its billing/security systems. I was charged for Busuu/Google Play services on my TELUS bill even though I have never downloaded the app, never subscribed to it, and had never even heard of it before this charge appeared. I checked my Google Play account, subscriptions, installed apps, and payment history; there is absolutely no record of Busuu anywhere. What made this even more frustrating was TELUS customer service refusing to take responsibility and pushing me to contact Busuu instead, despite the charges appearing directly on my TELUS bill. If TELUS allows third-party companies to bill customers through their accounts, then TELUS should also be responsible for properly verifying and securing those charges. After looking online, I found multiple TELUS customers reporting the exact same issue involving unauthorized Google Play charges. This clearly does not look like an isolated incident and raises serious concerns about TELUS’s security and billing practices.
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.
Bill overdue errors
I've noticed a pretty concerning trend with my telus mobility and internet bills, where my account will show my account is overdue just as a new billing cycle commences. I've tried the good ole log-out log-in trick, but alas I am stressed out of my mind that I am late for a payment I have already made every month. This overdue error is doubly confusing as I use pre-authorized payments. Here is my anxiety-inducing dashboard (still showing October's bill, despite Nov 15th being the new bill cycle): and here is my very contradictory transaction history, showing the bill was paid on the 31st (and the existence of a November bill that I do not have a statement for): Any fixes for this? I've called in before and have just been told to wait a few days and to check again, and by then it is usually resolved (just at the expense of my sanity). I can't help but feel that if the shoe was on the other foot Telus's payment department wouldn't exactly accept me paying them out of whack with the excuse of "just trust me bro".
