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Telus Mobility / billing and harassment after cancellation

1 Canada Review updated:

After being talked into trying multiple 'plans' with Telus Mobility, none of which reduced the monthly cost compared to a landline, I called in July and cancelled my account.

When I got yet another statement in August, I called twice that month and was told I was supposed to talk with a 'cancellation team' and that telling the customer service agent I reached after waiting in a 'cue' for about 30 minutes was insufficient to cancel my account.

When I paid my July statement in August, however, I was charged a $30 'reconnection fee', which I questioned since I was told the account wasn't cancelled.

I have also received statements in September and August although I haven't used my cell phone since July.

The Telus Mobility representative I dealt with during one to two calls in August literally had me in tears and at that point I literally had to ask him to pull me in contact with the 'cancellation team' in order to cancel my cell phone service.

I haven't used my cell phone since July, but the company will be referring my account to a collection agency and affecting my credit rating.

I have had a land line account with Telus for decades. I've never been treated like this by any other service company.

The customer service agents aren't there for customer service; they're marketers trained to technically keep the customer on the hook for more charges.

I have no option but to contact the CRTC about my experience; and I have no doubt that I am not alone. The class action suit regarding the 'Access fee' I've been charged for the years I had my cell phone account are but the tip of the iceberg.

Telus Mobility in my experience is synonymous with corporate coercion and greed.

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  • Sa
      13th of Feb, 2008
    0 Votes

    Your reconnection fee was for non payment because your account was past due. That's the only time they charge you that "fee". I know this because my brother forgot to pay my bill when I was on vacation so my services were disconnected as a result. However, because it was my first time ever late, Telus was gracious enough to waive the reconnection fee.

    If you call in July to cancel, you will get a final invoice for the next month because all services providers have advance billing. Also, just like Rogers and Bell, you have to give them with 30 days notice to cancel I think.

  • Ja
      9th of Jan, 2009
    0 Votes

    I absolutely agree with the comment above. Telus' customer service and over billing is getting out of hand. I too think I may just contact the CRTC to lodge a complaint. This is pathetic.

  • Al
      18th of Mar, 2009
    0 Votes

    I have exactly the same story as you. What did you do?

  • Ma
      24th of Aug, 2012
    0 Votes

    I too fell behind two months payments because of vacation etc, I received a nice letter stating if my services are suspended I will be charged a "50$" reactivation fee. This is the first time I've heard a company charging so much to reconnect you when in fact your account is not FULLY cancelled. If my account was cancelled and I wanted to reconnect then I could see a reconnection fee, but just for being suspended?? Rediculus.

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