customer service
91 TopicsUrgent: SCAM - please cancel web order
On Aug 30, I received a call from (604) 338-XXXX. A man claiming to be a TELUS agent offered me a "special deal" - a free iPhone 16 Pro Max with a 2-year $45 plan (100GB data). It sounded too good to be true, and I felt suspicious. He reassured me by saying I would place the order myself on the official TELUS website. When I checked, the prices on the website were different and no free iPhone. He told me I needed to complete the order first, then he could apply the offer. At the credit check step, I hesitated because of the sensitive personal details required. At that point, he gave me his name - David, agent# XXXXXX and another number (825) 817-XXXX. I called that number and reached him, which reassured me enough to continue. I completed the order, paid, and received a TELUS order confirmation email (just as David said I would). David then asked for my order number, postal code, and name, which I provided. But when he asked for even more information, I became suspicious and questioned him. He quickly ended the call, saying he would call me back in 10 minutes to confirm the offer, but he never called back. Since then, I have been extremely worried this is a scam. I immediately called TELUS at (866) 488-2709, but the office was closed. I also contacted the TELUS Store in Metrotown, Burnaby BC at (604)438-8920. but they told me they cannot cancel web orders. Up to now, I still have not been able to reach TELUS successfully. I urgently need TELUS to: (1) Cancel my order (XXXXXXXX) immediately before any device is shipped; (2) Investigate the phone numbers involved; and (3) Confirm whether my personal information and payment are secure. Thank you!497Views0likes2CommentsTelus Westjet account linking issue - missing phone
When I try to link my Westjet account to Telus, I am redirected to Telus, sign in and at the time of needing to enter the security code, I cannot receive the code because it seems like Telus isn't pulling up my cell phone. I talked to Telus call center and they seem clueless. I have Telus home service and home security but my cell phone is shown in my online profile.169Views0likes11CommentsMyTelus 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.355Views0likes26CommentsEscalation Inquiry
I had submitted a rather serious and urgent escalation online through the escalation form over the weekend. I prefer not getting into the extremely distressing, saddening and maddening details unless I must, however; the main issue is that we are now at Wednesday and I have yet to receive any kind of response. Any advice? Telus has left us in an absolutely horrendous situation because of all this and the experience is all the way from the frontline LnR Rep to one of the Managers. I had also called in to request to speak with a Manager from Canada but was denied. I am tired of being lied to by Telus Managers (and Reps) while at the same time being given completely false and incorrect information (I know all the calls are recorded). And this is a Business account too. sigh...patience is wearing razor thin.470Views0likes9CommentsBad Shipping Address - Can't Get My Phone
I've been a Telus customer for over 20 years. On Nov. 22, I ordered a new phone and plan, as my old one was due to expire, and I was on the buy it back program. On Nov. 24, I received an email indicating my new phone has been shipped via FedEx and provided a tracking number. On Nov. 25, FedEx called me and said the shipping address was invalid and to call them. Over the next couple of days I spoke to FedEx three times; the shipping label Telus provided only had the city and province on it. I tried to correct the address, but FedEx was not able due to restrictions that Telus put on the shipping. I asked for FedEx to send it to one of their outlets near me and I would pick it up in person. FedEx was not able to due that due to the shipping restrictions put on it. FedEx then informed me that only Telus can fix the problem. I still don't understand why FedEx would not have contacted Telus directly to resolve the problem, instead of involving me. Since then I have called Telus five times, and they either have refused to fix their problem, or said they have submitted forms to correct the issue. Every few days go by and no updates, package still stuck at FedEx. Finally, I receive notification from FedEx that they are returning the package to Telus as undeliverable. I contacted Telus one last time and wanted them to send me a new phone. The person I spoke to finally confirmed they would do it, and submitted forms for that to happen. I was supposed to receive an email when the new order is processed and shipped. Well no email has been received, and now I will need to call Telus again to try and get my new phone. It's been almost a month now, and I am now getting a notification that if I don't return my old phone soon, I will not get credit for it under the program. I am hoping someone at Telus will respond to this that can actually solve the problem, because I'm fed up and prepared to walk away.142Views0likes3CommentsCharged against unused service
I'm hoping someone here can point me in the right direction. I've been charged for mobility services that I never used — the line was inactive/unused, yet the charges still appeared on my bill. I've already tried contacting TELUS support but haven't had a resolution yet. Has anyone else dealt with this situation? How did you get it sorted out? Any help is truly appreciated. I just want this corrected fairly. 🙏32Views0likes1CommentRoaming charges even roaming is turned off
I was in the flight with my roaming turned off airplane mode on. I got charged by Telus for roaming! It was definitely not the case that my roaming was on and I forgot to turn it off. I suspect My Telus app on my phone uses data while you are traveling abroad and charges you for the roaming! My requests to Telus Support to clarify and remove these charges fell on deaf ears!72Views0likes2CommentsOvercharged Scam from Telus
What is happening? Sometimes, when we were told to join you guys then you guys say that even if we connect our credit or debit card the pre-authorization payment will be activated and the discount of $10 will be applied but now after using the Telus network for 3-4 months, now you guys tell me that card is not accepted and we should connect our bank to activate pre-authorization payment and get that discount. This is really not happening, I have recorded everything when I switched to the Telus network. I even have recorded voice call that I was with the agent when I was joining Telus Network. This is really kind of disappointing to the new customers, in any way you guys are charging me more than the amount that you promised me to charge. If this is the case then I and my partner were already happy with Fido. Sorry to say but we feel like we are scammed by Telus. This is not done guys. We are paying $20 more again. As a working and struggling in this heavy rising prices in the country how can we pay more and more everytime than the promised charge when joining the Telus network. Please fix this, this is not done.51Views0likes1CommentCancelling Telus Internet service, why does it have to be so difficult ?
Everytime I call in to talk with loyalty team member reagrding moving/cancelling my internet service, it gets disconnected after 21 minutes and if i walk-in to store they say they cannot help with cancelling service and I have to call loyalty team but loyalty team seems to always auto-disonnect my call after 20 mins of staying in line. What is going on ?249Views0likes9Comments