I’m extremely frustrated with the experience of trying to cancel my TELUS home security service. I called to request a cancellation for June 30, the end of my current billing cycle. Instead of helping, the agent told me I could not schedule a future cancellation and that my only option was to cancel immediately. When I explained I didn’t want to cancel too early or be billed for overlapping services, he repeated that I’d have to call back on June 30 to cancel that day. This makes no sense. Most companies allow customers to set a future cancellation date—especially when it’s within the current billing cycle. I should not be forced to call back on a specific day just to make a simple request. To make things worse, the agent left me on hold for a very long time. I eventually hung up. He then called me back and left a voicemail saying we had been “disconnected” and that he couldn’t continue with the cancellation. At no point did he attempt to help, offer to escalate, or give me another solution. I’ve since tried to find a way to submit a cancellation in writing—there’s no email contact listed on the TELUS website and no way to manage this online. I’m stuck, with no way to confirm my request or protect myself from further charges. This feels like a tactic to make cancellation difficult and delay people until they give up or forget. It’s not acceptable, and it’s not how a reputable company should treat customers. I’m asking for the following: Written confirmation that my home security service will be cancelled on June 30, 2025. A guarantee that I will not be billed past that date. An explanation as to why TELUS refuses to process future-dated cancellations by phone. If this isn’t resolved quickly, I’ll be forced to escalate through external channels. Please respond with a solution.
