Help! I got scammed and Telus refuses to cancel my accounts.
I need the support with my business mobility and business Wi-Fi accounts. They have been created with my old email which was compromise. I have contacted Telus multiple times since September 2025. I have made numerous disputes and received no resolutions. I was told that I would be assigned a case manager but haven't had one yet. I am not receiving any follow-ups. I would like my accounts canceled as soon as possible. I am very frustrated with Telus and their customer service considering this is a case related to identity theft with an assigned police report. I strongly considering pursuing legal action against Telus.
Billing Issues
We know Telus's customer getting worse on the contrary of the increase of the internet and home security service charge. Telus increased more than $6 on the internet service charge and the Home security service although we are not using the Home security service at all. Telus removed the 6 month $5 discount on the internet bundle. Last time the Telus teller asked me to call again to get the temporary prmotional discount after 6 month. I talked a tell, but she was saying she can't give the discount. Also the Home security contact was 36 month, but Telus changed the contract to 24 month and increased the charge upto $3 more without my agreement. I am really moving to Rogers at the end of this contract. So I started to change my email account to Google. My request ;1. additional 6 month $5 discount on the internet service 2. Restore my Home security contract to the original contract. Also the customer service connectivity is so bad.
Billing Issues
I ended my Telus services and account last June. But I received an email from a debt collections agency that I owe an outstanding charge on my account. I never received a bill from Telus with the amount the debt collection agency stated, and I payed the last bill I had from Telus in full before the account was canceled. If there was an actual charge left outstanding on my account why was I not notified? and if not, why did I get sent to a debt collections agency if I did not have an outstanding charge? I am very disappointed in the service quality of Telus, I shouldn't have my canceled account information sent to a collections agency without my notice of a bill.
Solving an escalation
I spent 2.5 hours with Telus yesterday speaking to 3 different employees & waiting. Telus is not honoring the verbal offer that I was given by the first agent - they are redacting their statement and breaking the verbal contract that I entered with them when I agreed to proceed with the offer. I escalated the issue and requested a supervisors intervention, he agreed to look into the issue and call me back the following day at a time conducive to my work schedule. He called me back with no answer other than redacting the offer, I also requested a call back to cancel TV services as I already waited on hold to do it the day before and they were unable. I was told I would get a call this evening from a cancellation rep and I would hear back from him. No one contacted me. My experience with customer service has been horrendous. If this does not get rectified I intend on issuing a formal complaint.
How to identify Telus service calls?
I'm worried: A couple of days ago I had several calls from people in India claiming they were from Telus. They knew my name, address, and account number. I thought "Ok, maybe they really are Telus account managers". But now I'm not so sure. If they really were official Telus accounts people, why don't they use their real names? Because when you hear somebody with a big Indian accent say their name is "Alex" or "Norman", aren't people going to think "Sure dude, those are common Indian names" and roll their eyes? That's what we're supposed to do when we get called by scammers, right, Telus? I did get another call back from somebody else who sounded like they were legit, and answered all my questions. BUT. It's been three days already, and I see one minor change to our TV/Internet package. The one important change I asked for has not been done, and we've received no conformation email from Telus. (Yes, I checked my spam folder.) Frankly, we're talking about finding a more responsive provider.Why did Telus send my outstanding balance to collections before statement due date?
They sent my outstanding balance to collections, effectively screwing my credit, less than one week after I suspended my services. The due date on my final bill, which was never actually sent to me by email OR snail mail, is September 24th. The current billing cycle is for a month that I didn't have any services through them. This is absurd.
Whose Protection Matters?
I called Telus to add my partner as an authorized user on my account. I went through a long security process to have my identity verified to do this. I was then asked by the agent about another user on the account. I immediately thought, "another user?". I had been the owner of this account for over 4 years. The account was transferred to me by an old roommate when she moved from our apartment, and my current partner moved in. I inquired if that was the name she was referring to, and the agent would not confirm. The agent refused to confirm or tell me who else had been authorized to be on the account (MY ACCOUNT). This is appalling. She finally told me that the name started with an F and was hard to pronounce, but she had already removed it, so I shouldn't worry. I am so infuriated. I should not worry? This person had access to information and services that I had to go through a long phone call wait time and an extensive security process to access. So I am left asking, "whose security Telus?", since it definitely does not feel like my rights and privacy are respected. Has anyone else experienced such bizarre treatment? What is the secret here? I am beginning to doubt Telus more than I did prior. I think I'll start looking for other providers.
