Help with late payments and overdue balances

Review your options for an overdue balance, including resolving payment issues and setting up a payment arrangement.

There was an issue with my payment. What should I do to avoid future late payment charges?

Payment issues can occur for the following reasons, but not limited to:

Bank account or payment card issues

Your credit or debit card is expired
The payment was made to an invalid or incorrect TELUS account number
Your bank or credit card issuer identified fraudulent activity
You reached the limit on your bank account or payment card
The payment was made to a closed bank account
The payment information provided to TELUS was incorrect

Note
: You can resolve issues related to your bank or payment card by updating your payment information either online or by calling your financial institution. Log in to My TELUS
 to update your payment information.

For issues unrelated to your bank account or payment card
, here are some tips on how to prevent late payment charges in the future:

Pre-authorized payments are withdrawn six days before the bill due date. We advise customers to set up pre-authorized payment at least 15 business days before the bill due date. Otherwise, if a pre-authorized payment is made close to the withdrawal date, a one-time payment will be required to avoid late charges
To avoid payment posting delays, make sure to pay at least five business days before the bill due date
Log in to
My TELUS
to verify the account number with a bill owing. This will avoid misapplying payments in the future and help avoid late charges

What happens if I miss my payment(s)?

If you miss your payment(s), your service may be disconnected and you’ll be subject to a reconnection fee. Your credit rating may also be affected.

Late charges of 3% compounded monthly, 42.58% per year (2% compounded monthly, 26.82% per year for Quebec customers), are applied to any overdue balance starting one calendar day after the date shown on your invoice.

Late payments are reported to the credit bureau and added to your credit report at least 30 days after the payment due date.

To avoid late payment charges in the future, we strongly recommend setting up pre-authorized payments. This will have a positive impact on your bureau and will help build your credit. Visit our support article to learn how to set up and manage pre-authorized payments
.

Note
: If a bill is delayed due to an issue on our end, your account is protected from being charged a late payment fee.

If you need to set up a payment arrangement

To avoid missing payments, the best option is to always pay your bill immediately. However, if you’re unable to do so, you can make a payment arrangement, also known as a payment plan, to avoid service disruption.

Payment arrangements allow you to divide your balance up to three payment dates. Your account will be protected from interruptions as long as the payment arrangements are followed. It will depend on our payment services for the eligibility and the conditions of a payment arrangement. 

Am I eligible for a payment arrangement?

To see if you’re eligible for a payment arrangement, go to the
Billing
page in
My TELUS
If you’re eligible, you’ll see a link to
Set up a payment arrangement

Please note that making a payment arrangement does not prevent late fees or possible negative effects on your credit rating.

Disconnected service. What now?

My service was disconnected due to a missed payment. How can I get it back?

The best option is to pay your bill immediately. If you’re unable to do so, you might be eligible for making a payment arrangement, which is an agreement to pay your bill at a later date.

To see if you’re eligible for a payment arrangement, go to the Billing
 page in My TELUS
. If you’re eligible, you’ll see a link to Set up a payment arrangement.

How can I make a payment?

You can pay by credit card, online by logging in to My TELUS
 or over the phone. Credit card payments will be processed immediately.

You can also make a payment at your bank or financial institution (at the teller or ATM). Please make your payment at least three business days ahead of the due date.

See How to pay your bill
 for more information.

Can a late payment hurt my credit score?

How to report a payment

I made a payment at my bank. I’m worried it might not have reached TELUS yet. What options do I have?

If you’ve paid your entire overdue balance (or more), you may be eligible to send us an online payment notification.

To see if you’re eligible to send an online payment notification, go to the Billing
 page in My TELUS
. If you’re eligible, you’ll see a link to notify us of a recent payment.

My service was disconnected, and I notified TELUS of my payment. How soon will my service be restored?

Once we’ve received your online payment notification, we’ll restore your service quickly (typically within an hour). Make sure you turn your device off and on again to reactivate it.

Will I be charged a reconnection fee once my service is restored?

Yes. For Mobility services, a reconnection fee of $50 will be applied to your next bill. For Home Services, a reconnection fee of $45 will be applied to your next bill.

I want to advise TELUS of a partial payment. Can I do that online?

If you’ve paid your entire overdue balance (or more), you may be eligible to send us an online payment notification.

To see if you’re eligible to send an online payment notification, go to the Billing
 page in My TELUS
. If you’re eligible, you’ll see a link to notify us of a recent payment.

How to pay a bill using Clik2pay via Interac e-Transfer

On some of your bill or collection notices you will see the Clik2Pay icon. 

By clicking on the icon/link in your bill or notice, you can pay your bill via e-transfer. Clik2pay is a TELUS partner, and uses bank-grade security and privacy.

There are three easy steps:

Choose your bank or financial institution (from the Interac gateway page). Almost every bank supports Interac e-Transfer
Log in to your on-line or mobile banking app
Verify the payment information and approve the payment as shown by your bank

Learn more at Clik2pay
.

Charged a late payment fee? You may be eligible for a one-time credit.

To be eligible, you must meet all of the following requirements:

The late payment fee should have been charged in the last 90 days.
You haven’t received a late payment credit in the last 12 months from TELUS.
You have been charged no more than three late payment fees in the last 12 months.
Your account has not been
set up for a payment arrangement

Please log in to request your one-time late payment fee credit.Log in

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Help with late payments and overdue balances

There was an issue with my payment. What should I do to avoid future late payment charges?

What happens if I miss my payment(s)?

If you need to set up a payment arrangement

Disconnected service. What now?

Can a late payment hurt my credit score?

How to report a payment

How to pay a bill using Clik2pay via Interac e-Transfer

Charged a late payment fee? You may be eligible for a one-time credit.

Did this article solve your problem?

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Learn about one-time charges for TELUS Home Services, including diagnostic fees and other one-time charges.

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Learn the key elements of your bill and how service changes affect your monthly bill.

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Spread the cost of your device over 24 months

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