Why so hard to cancel

[Jadelv]

Dear Telus Customer Service,

I am writing to formally request the immediate cancellation of two mobile lines on my Telus account . My recent experience attempting to cancel these lines on May 3 was frustrating and time-consuming.

At 3:30 p.m., I visited a Telus store to initiate the cancellation but was informed that this process must be handled via phone. I called Telus at 4:00 p.m. and remained on hold for over an hour. Around 5:00 p.m., I connected with an agent, completed identity verification, and explained my intention to cancel the two mobile lines while retaining my internet and home security services.

Despite this clarification, the agent insisted that I speak with the loyalty department before proceeding. I explicitly stated that I did not wish to engage with the loyalty department and only wanted to cancel the lines. Nevertheless, the agent continued to offer alternative solutions and refused to process the cancellation without involving the loyalty team.

This entire process spanned over 2.5 hours and caused significant inconvenience. It is unacceptable that a straightforward cancellation request requires such an arduous process, especially when I am maintaining other services with Telus.

I request the immediate cancellation of the two mobile lines on my account without further delay or the need to speak with the loyalty department. 

Sincerely,

jade

[TELUS_Support]

Thank you for taking the time to share your experience — we’re very sorry to hear about the difficulty you faced while trying to cancel your mobile lines, and we completely understand your frustration. While we strive to make all interactions as smooth as possible, mobile service cancellations do need to be processed through our customer care team by phone for verification and compliance purposes. That said, you are not obligated to accept retention offers or speak with the loyalty team if you do not wish to. We're sorry that this preference was not respected during your previous interaction.

To proceed with your cancellation request, we kindly ask that you call us again at 1-866-558-2273 so that we can verify the account and complete the process without further delay.