telus

Hi ​@Isabelle Bonin 

Just to double check, is it a Koodo bill that you receive or a TELUS one?

If it is a Koodo one, do you still have access to self serve to download the bill details?

Were the services cancelled recently or a long time ago?

It’s telus

Hi there,

to confirm, did you recently switch all of your phone lines from Telus to Koodo? If so, you will receive a final bill from Telus after you switch over.

Though Telus is the parent company to Koodo, they operate separately. Similar to switching to any other provider, you will receive a final bill from Telus outlining any outstanding balances, partial monthly plan charges etc. From now on, for mobility, you will receive a bill from Koodo instead. More information on that can be found here: Understanding your TELUS bill | TELUS Support

Note that if you have Smart Home Security Services or Subscription services with Telus such as Stream+, these will not cancel upon switching providers. These are billed separately through Telus and will need to be cancelled individually by speaking to a Telus rep.

It's a bill of 300$

Are you able to view the PDF version of the Telus bill? What does it say the charges are for, is it for mobility charges or something else?

If it has been less than 90 days, you can follow the steps here to download your PDF bill from the My Telus app. You will still have access to the app for the account for up to 90 days after cancelling. :How to view and download your TELUS bill | TELUS Support  

***picture removed due to personal information being posted

The image you shared is an email to tell you that a balance remains to be paid on your Telus account. This does not describe what the charges were for.

Please follow the instructions in the link to view the Telus bill, from there, if you tell us what the charges were for, we can interpret them for you further or if required, point you to the appropriate team to assist,

How to view and download your TELUS bill | TELUS Support  

***picturer removed due to personal information being posted

When did you transfer to Koodo from Telus? As this bill was posted for August 6th. If you switched in the last few days, then the bill for Telus would have already been processed when you had switched services.

If it was after august 6th when you switched, Telus will then send you a new “final bill” with adjustments for the days you actually used for the month. That will be your final bill to pay. The balance of which would be visible in the My Telus App.

I switch beginning of july

When you switched to Koodo, did you keep your Telus phone numbers or did you receive new ones instead?

If you did not transfer the Telus phone numbers over too Koodo, then the account would not have been cancelled unless you spoke with a Telus representative to cancel the account.

I transfert my number to Koodo 

Were you still paying off a device tab balance when you switched from Telus to Koodo?

If you were, then when you switched, you would be charged in full for any remaining Tab or Tab bonus balances on the following bill after cancelling. 

No the phone was mine

Thanx