Agreed to swap to Telus pre-move in with promised discount. Discount not applied.
Hi all. I made the choice to sign up for Telus internet a month before the move to my new place, and I was contacted by Telus a few days offer who offered a mobile plan that was said to be cheaper than my then current carrier Fido, due to a deal/discount my new building has with Telus. I didn't think a connection fee was mentioned either when I asked for any extra fees/costs. Cut to now and I have a bill coming soon with the 80$ connection fee and no discount--30 dollars more than my old plan. I might swap back immediately if the deal isn't honored as I don't intend on paying this much every month. I tried to submit a dispute form but I only get hit with 'We’re having trouble submitting your bill dispute at the moment. Please try again later.' :( Where do I reach out to get my promotional price back? This is not what was agreed upon. Thank you!
Telus 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.
MyTelus 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.
Bad 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.
Charged 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. 🙏
