Account Issues Post Move

[KayHouston]

My name is Kay.  I recently moved to a new location July 26 (When services were added at new address.).  It says right under HOME SERVICES, that my account has 4 of them.  Problem is it only lists 3, phone, internet, and tv.  There is no4th one.  When I call telus and endure the massive 1 hour or more wait (last time I was on so long, customer care closed leaving me connected on the line.  When I connected it also said i see you have multiple services asscoiated with this number and mentioned home services and pre paid.  I have NEVER had anything for prepaid.  Multiple attempts and they still cant fix it.  Getting seriously ann\oyed here.  What do I do?  Do I have to change my phone number?  Someone please give me some advice on what to do.

[A-B]

Hello. Not quite sure I understand. Do you have a TELUS Mobility account? Why would you need to change your phone number?

[KayHouston]

Sorry to confuse 🙂  No never had a mobility account ever.  Telus is looking into it but confirmed that we only have just the 3 services.  Did we get an old phone of someone's that wasnt properly closed out maybe?  

[A-B]

Most likely not. Have you seen any mention of this mystery service on your billing at all by chance?

[KayHouston]

Not to date no.  But it shows under the home services header in the part that says 4 services, but never has in the actual bill itself.

[xray]

Are you talking about this screen showing a count of 4 services in the heading vs the list on the right?

[KayHouston]

Yes I am.  It says when i call in i have a prepaid account on this #, and I have never had a mobility/prepaid/etc, ever...

[xray]

That's very strange because mobility accounts are in a different section than Home Services so even if you did have one it wouldn't show up in the Home Services summary count.