Locking former customers out of bills
After being a long-time Telus customer, I made the decision to move to Rogers because it was a better deal this time. I've always liked Telus, mostly for the excellent customer service, but this is a nightmare. Roger made the cancellation for me when I switched. I went to go check my Telus bill as I wanted to confirm my last bill was handled properly, as I prepaid for the month and was owed a refund on my unused time, but I am completely locked out of my bills and the telus app. Everywhere I look on Telus, it says that I should be able to see my bills from the last 18 months. Even the AI helper says that I should be able to access these bills. I don't think it's too much to be able to see your last bill or at the very least have it sent to you. Is there a way to get the bill with the cancellation and calculation of the return on it? I tried to include a screen cap of my account, but shocker, not working. Basically, my account says that it's cancelled and there's no way to manage or check bills. The app locks me out because my account is not active.
Made my first payment to the wrong account which is now deactivated
As the title says I recently started and account for my wife and made the first payment fairly quickly when I got the bill. I signed into My Telus account and saw the bill was still outstanding, it took my a bit to realize that I had accidentally paid the 171$ to my old Telus account from nearly 5 years ago. I attempted to sign in and access the account but it has been deactivated and the payment has gone through and can’t be cancelled through my bank. From a past post I saw that you can transfer the transaction to my new account is that possible?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".
I need my 2024 Mobility Bill Receipts. But I no longer have a plan with Telus.
Hello, as the subject suggests I need copies of my 2024 Mobility Plan Bill Receipts. I no longer have a mobility plan with telus, I still have an Internet plan with Telus. It looks like I am unable to find bills from my previous mobility plan. Only the internet bills show up. Do I need to contact telus directly for this? And who would I contact?Overdue Bill
Hi. I have been receiving emails and texts stating that the bill associated with my account is overdue. When I go into my account there is no indication of previous missed bills or any overdue payments. I have downloaded all of my bills and gone through the app to double check. There is nothing listed on either stating I forgot to pay my phone bill. Hoping someone can help. -mj
Bring it back program with an overbilling.
I have more of a statement and rant about my experience today. Issue called in today- 390$ Bring it back charge on this months bill. Canada post Tracking shows it was received- And notes on TELUS side noting condition. I called today and requested a call back - Great no issues. I got a call back and it took the representative 1 hour and 5 minutes to attempt to answer my question, with many trips on hold. And every time he had to talk to a "different department", and every time he came back with different answers that didn't add up with the bills received. Fine he didn't have the answer and past me to the Loyalty department. I talked to a representative for a total phone call length of 2 hours 51 minutes. I was put on hold 3 times with the loyalty department, with again no answer on a simple question. And him having to "review the account again" same thing as the previous representative. Now he put me on hold and never ended up coming back, the call was ended at just under 3 hours. Now onto chat support...... Wish me luck. My 2 questions are "what is a reasonable amount of time for being on hold?" "At what point do you pass me on to someone who can answer the question?
