Transferring Mobile Ownership to Surviving Spouse

[Razzy91]

Have been trying to transfer my deceased Mom's mobile account (which includes his line) to my Dad (surviving spouse) after her passing over a year ago !  I've seen all the instructions here so have the correct documents at the ready but have been on hold in the queue waiting for customer service with Telus for greater than two hours on 15 separate occasions trying to get this resolved. We just need to cancel her mobile line (for which we have been paying $100+ needlessly for months) and transfer his line under his name - he has an existing Telus Home account so this should be simple, but seems not, as her line has all the MFA associated with it. Nobody at Telus stores or Best Buy are able to help us with account management either.  Any help would be much appreciated.

[TELUS_Support]

Hi @Razzy91 - First, we're sorry for your loss. 

What you are trying to do is called a Transfer of Ownership. Your father will need to create a brand new Mobility account as we can't use a home services account.

I just checked our process and we do not need a death certificate in order to get this done so the how and when is up to you.

You can visit a local TELUS store and explain that you want to do a Transfer of Ownership. Bring your father with you and he will need two pieces of identification. The agent will then create an account for your father and then call in to their support team to do the Transfer of Ownership.

The second option is to call while you have your father with you and the agent can do the creation of the account and the Transfer all in one call.

I understand you mentioned that you haven't had luck. Those are the steps to do this but if you have any other questions please send us a private message

[Razzy91]

Can I schedule a call rather than wait on hold for hours ? I submitted a transfer of ownership online and have not heard anything. Taking him to a Telus store is not really an option.

[Razzy91]

?