Cancellation Fee, Household Consolidation & Unexplained Agreement Changes
I'm hoping someone from TELUS can help resolve my situation. I'm moving in with my wife, and we're both existing TELUS customers. Our current plans: Mine: Gigabit Internet + Optik TV for $80.85/month, contract ending November 9, 2027. Hers: Gigabit Internet only for $100/month, with 18–24 months remaining. I called TELUS on November 6 to schedule cancellation for November 30 and was quoted $390 in early termination fees. I understand that I signed a contract, but we're not switching providers. We're simply combining households and don't need two internet connections. My preferred solution: I'd like to transfer my internet and TV package to my wife's address, maintain my current pricing, and have any cancellation fees associated with consolidating our accounts waived. Alternatively, I'd be happy to keep her account if TELUS could match my internet and TV package and waive my $390 fee. We're even willing to renew for another 24 months if TELUS can offer a fair arrangement. Another concern: After my November 6 cancellation call, I received two updated service agreements generated three minutes apart. First agreement: $82/month Second agreement: $102/month The representative never mentioned changing my services or pricing, and I did not knowingly authorize an increase. I'm hoping TELUS can: Review and potentially waive the cancellation fees. Help consolidate our accounts while preserving competitive pricing. Explain the two agreements and unexpected $20 increase. We're both TELUS customers and want to remain with TELUS. I'm hoping there's a reasonable solution that doesn't penalize us for combining households. Has anyone dealt with something similar? Could a TELUS representative help escalate this to Loyalty or Customer Relations? Thanks!Stream+ payment method
I would like to use my Debit/Credit Mastercard instead of my regular Mastercard. When I do, the message appears: "There was an issue processing your payment. Ensure the card information you entered is correct. Check that your billing address matches your card's address. If you still have problems, try using a different card, or contact your banking institution." I've ensured all my address for Mobile/Home all match. Are debit/credit cards not allowed?
Account Number for Payment
I cancelled my internet several months ago. I want to make a payment through my bank, but it requires a 10 digit account number and the only one I have is 9 digits. I no longer have access to the home services account and the AI chat is useless. Does anyone have a solution?
Renewal the Business plan
I have maintained a Telus business account for approximately five years at what I considered to be a reasonable rate. However, in 2023, my monthly bill suddenly increased by 50%. When I contacted Telus for clarification, I was advised that nothing could be done. As a result, I was forced to switch to another provider, incurring activation fees and SIM card fees for four lines. Shortly thereafter, a representative from Telus’ loyalty department contacted me. They acknowledged that the previous handling of my account had been inappropriate and assured me that Telus wished to retain my business. I explained that my concerns were not purely financial, but also related to the quality of customer service and reliability. The representative guaranteed that such an issue would not recur and assured me of a permanent and reasonable rate to offset my out-of-pocket costs, which were already in excess of $400. On this basis, I agreed to return to Telus. Unfortunately, less than two years later, Telus again applied a sudden and disproportionate increase, this time raising my monthly charges by approximately 75% across all lines. When I contacted Telus regarding this matter, I was told, “We cannot do anything—do whatever you want.” I consider this treatment to be unreasonable, misleading, and detrimental to small business owners, particularly after explicit assurances were provided by Telus’ loyalty department. I am seeking guidance on how to file a formal complaint regarding this matter and hold the company accountable for these practices.TELUS Home Solutions Payment Options
Choose from multiple convenient methods to pay your TELUS Home Solutions bill. Follow these steps for your preferred payment method. Pre-Authorized Payment Setup Log in to My TELUS account Select your account (if you have multiple) Click "Set up pre-authorized payments" Complete the online form Choose your payment method: Chequing account Credit card Visa Debit MasterCard Debit Website Payment Process Access your account: Log in to My TELUS account Go to Overview or Billings tab Make your payment: Click "Make a payment" or "Pay Bill" Complete payment form Option to save credit card for future use My TELUS App Payment Download the free My TELUS app Navigate to Billing tab Choose payment option: Set up pre-authorized payments Make one-time payment Online Banking Payment Log in to your bank's platform Add TELUS Communications as payee Enter your TELUS account number Complete payment transaction Additional Payment Methods In-person banking (allow 5 business days for processing) Phone payment: Call 310-2255 Prepaid Device: Call #123 Clik2Pay via Interac eTransfer (where available) When to Contact TELUS Contact TELUS support if: Payment isn't reflected after 5 business days You have issues with pre-authorized payment setup You need to update payment information You have questions about billing options FR version
