First Time NSF Fee Waiver
I am writing because I've been with Telus for over a year now. On September 25th, despite having sufficient funds in my bank account for the pre-authorized payment, the payment was refunded to my account. After the charge was refunded the same day, Telus charged me again on Oct 2nd, and this time it went through. I'm charged an 80 CAD NSF fee on my upcoming bill. I'm hoping I can have it waived, as it's not the problem on my end; it should be the issue with the communication between Telus and my bank. This is the first time I have heard of this policy. I wasn't informed about it when I first registered for authorized payment.
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?
Phone number transfer and creating new eSIM
I'm a new Telus customer and I've been having technical issues with getting one of my phone numbers ported. The account specialist keeps telling me to wait or that it's being worked on or that I should be receiving a text notification for the porting. I did not see this issue make any progress. I thought I'd try deleting the eSIM and recreating it on MyTelus, but I ran into more issues and couldn't create a new eSIM. It's been half a month and frustrating to see that my first monthly bill is more than double the amount I should be paying and I can't use one of the phone lines...
customer service
We were contacted by a telemarketer regarding Mobility and Security. Decided to cancel the security camera the next day. I believe I contacted 7 Telus representatives. Each one told me they could not help me as the issue was Security's if they were Mobility, and then Mobility's if they were Security. Finally contacted one representative and the whole thing was cancelled. To add insult to injury we then requested to complete the two mobility offers and Mobility could not match the telemarketers offer as they are mobility and the telemarketer was Security. Unbelievable!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.Sorry, you are not authorized to access this information when trying to use myTelus
I have been a prepaid telus client for over a decade. I have always used the myTelus app to manage my account. For the last several months, the app has logged me in, showed that it sees my account, and then redirected me to the web/browser version instead of letting me use the app. The web/browser version then also logs me in, shows my current account, but when I try to actually do anything with the account, clicking the "manage" button brings me to a screen saying "Sorry, you are not authorized to access this information." This happens on any browser, any device. I have checked ownership and account access level, and I am correctly listed as the owner I have called customer service 3 separate times about this issue, and they all just lie and say it is a momentary bug and to try again. This has been going on for months. They are useless. I now have to call #123 to load money once a month because i cannot set up any authorized payments or even change my settings or offerings. Or i can call and talk to customer service, which is infuriating, and they charge a fee for help!Invalid Collection Claim from ARM/Telus
Hi TELUS_Support, I'm a former Telus customer - I terminated my home services contract in August 2025 and moved out of the country. At the time of termination, I settled my final bill via the direct debit Telus had on file, and I received no further communication from Telus after that indicating any outstanding balance (Telus still have my email on file, so I'm easy to reach if that had been required). On Wednesday (20th August) I received an email out of the blue from ARM Collection Agency claiming I owe approximately $146 CAD with no explanation of where these charges have come from. From looking at other forum posts, this seems to be a slightly disturbing pattern. Since I no longer have a Canadian phone number and I'm several time zones away, this forum is the ONLY way I have to reach someone (which in itself is ridiculous). Could someone from the team please review my account history and confirm my billing history and that this referral to collections was made in error? I'll send account details by private message as requested.
