Before You Close Your TELUS Account, Read This
I've had ongoing issues with TELUS since last summer when I tried to cancel my TV services, and this latest situation feels like a continuation of the same problems. I understand that contracts have terms and conditions, and I accept responsibility for any fees that resulted from not cancelling on the exact date required. My concern is how difficult and confusing the process became. Once my account was closed, I no longer had access to my billing information. I was told that notifications had been sent by email, but some of those emails went to my junk folder. I had also moved before the account was officially closed, so I didn't receive any mailed notices. I spent more than two hours on the phone and was transferred five times. I received conflicting information from both TELUS and the collection agency. One TELUS representative told me that nothing could be done because the account had already been sent to collections. Another representative created a ticket and told me to wait 8–10 days for a review. The collection agency referred me back to TELUS, while TELUS said they couldn't access my closed account. Even after I paid the collection agency to protect my credit, I was told that TELUS couldn't reverse any charges, including equipment-related fees. My advice to anyone closing a TELUS account is to follow up carefully, check your email regularly (including your junk folder), confirm that all equipment has been returned, and make sure there are no outstanding balances. Has anyone else experienced something similar?
Sent to collections
Hi Telus Support I cancelled my account in Sept 2024 and paid in full Telus even refunded me 140 prorated In Dec 2024 a new bill appeareddespite my account being cancelled I had autopay enabled but no payment was taken no call was made and no request to return equipment was ever communicated In Aug 2025 I was shocked to learn the account was sent to Collections dropping my credit score from 840 to 694 I contacted the collections agency no response and spent 15 hrs on the phone with Telus but received no real help. Furthermore, I am pretty sure the equipment was already installed in the apartment when I started renting it.
