Understanding your TELUS bill

• Why your Mobility bill may be higher than you expected

• Why your Home Services bill may be higher than you expected

• For new customers

  : The portion of monthly fees (partial charges) between your activation date and assigned billing date get added to your first bill, along with full charges for the month ahead.

• For existing customers

  : If you make changes to your account in between bill dates, you'll see partial charges or credit(s) for the change from the date you made the change until your bill date. This is in addition to the full charges for the month ahead.

• Note

  : These examples apply to regular recurring charges and credits only. You may also see one-time connection or installation fees on your bill.

Example 1:

• June 11 to 14 (period between activation date and first bill date)

• June 15 to July 14 (for your first full month of service)

• Charge for 1 day

  : $65 ÷ 30 days = $2.16

• Partial charges (for the period of June 11 to 14)

  : $2.16 x 4 days = $8.67

• Total bill (covering a period of 34 days)

  : $8.67 (partial charges) + $65 (first full month of service) = $73.67 plus tax

Example 2:

• Credit for 1 day on the old plan

  : $65 ÷ 30 days = -$2.16

• Charge for 1 day under your new plan

  : $75 ÷ 30 days = $2.50

• Partial credit for 4 days on the old plan

  : -$2.16 x 3 days = -$8.67

• Partial charge for 4 days on your new plan

  : $2.50 x 3 days = $10

• Total bill (covering a period of 34 days)

  : $10 (partial charge) - $8.67 (partial credit) + $75 (full-month charge for new plan in advance) = $76.33 plus tax

Example 3:

• Charge for 1 day

  : $65 ÷ 30 days = $2.16

• 2 days will be charged to your temporary number

  : $2.16 x 2 days = $4.33 plus tax

• 2 days will be charged to the number you transferred over

  : $2.16 x 2 days = $4.33 plus tax

• Total bill (covering a period of 34 days)

  : $4.33 + $4.33 + $65 (full monthly charge in advance) = $73.66 plus tax

• Customers in the Bring-It-Back™ program

  : If you enrolled for the program at the time of purchasing your device (phone, tablet, watch, etc.) and you do not return your device within 30 days from the end of your term, you’ll incur a charge. Learn more about

  Bring-It-Back

  .

• Mobility customers

  : If you make changes to your plan, your pay-per-use rates may change (see

  telus.com/MobilityPPU

  for current pay-per-use rates). If you make changes in the middle of a billing cycle, the amount of airtime minutes, data and texts you’re allotted will be prorated, where you’d be billed accordingly. Learn more about billing cycles and data proration in this

  article

  .

• Home Phone customers

  : If you have a long-distance add-on with your Home Phone, the amount of minutes you’re allotted each month will be prorated, where you’ll be billed accordingly.

• Internet customers who don't have an unlimited plan

  : If you exceed your monthly data allowance, all usage thereafter is billed in addition to your monthly service fee. Learn more about overage charges

  here

  .

• Any add-ons and applicable usage charges

• Credits or discounts

• Other charges (e.g., 911 fees, connection fees, installation fees, etc.)

• All applicable taxes

• For Home Services

  : Your bill summary will include your balance carried forward from last month, your total account balance, the payment due and your payment options.

• For Mobility

  : Your bill summary will include your balance carried forward from last month, as well as any credits applied in between cycles.

• If your current month’s bill has a negative balance (e.g. -$150.00), you do not need to make a payment. The credit will be applied to your next bill to reduce the total bill amount.

• If you recently cancelled your account with us and have an existing credit balance, a refund will automatically be generated and issued to you. See the section on

  requesting a refund following a cancellation

  .

• You have the option to download PDF versions of your bills up to 18 months prior. Learn

  how to view and download your TELUS bill

  .

• If you have an active payment method on file at time of refund, refunds will be automatically processed within three to seven days.

• If you don't have an active payment method on file at time of refund, a cheque will be mailed to the mailing address on file within 7 to 14 days.

• Make sure your address is always kept up-to-date in your account on

  My TELUS

  . If you moved prior to cancelling your account, ensure you update your address at least three days before the next bill date to prevent cheques and final bills from being sent to the wrong address. See our article on

  changing your billing address in My TELUS

  .

• For customers on SMS e.Bill, ensure your e.Bill email is up-to-date if your cell phone is no longer active.

• For Mobility

  :

  Things to know about cancelling TELUS

• For Home Services

  :

  Cancel your TELUS Home Services

• Customers who do not have home internet access or mobile data services

• Customers who identify as a person with a disability

• Customers who are 65 years or older

• e.Bill email notifications

• Your paper bill (if you’re signed up for paper billing)

• An order confirmation

• Your Customer Service Agreement

• Your

  My TELUS

  account (once you’re logged in)

• Usage charges

  : These charges apply when your usage exceeds the total included in your monthly rate plan. They may include additional talk time, long distance, texting, data usage or roaming charges.

• Account-wide items

  : These are charges and credits related to the full account and not to any specific section of your bill. They include late payment charges or account wide credits.

• Discounts

  : Discounts can be related to bundling multiple products or services for the same customer or on the same bill. (e.g. Mobile & Home Discount, Family discount, etc.)

• Bill date

  : Your bill date is the date when your bill is generated each month.

• Billing cycle

  : A full billing cycle is reflected by a full month from one payment to another payment. For example, a payment made on the 5th of January to the 5th of February would be a full cycle.

• Prorated charges

  : Prorated charges happen when you add, remove or cancel a service or feature in the middle of a billing cycle. In such cases, you’ll be billed a fraction of the cost based on the precise number of days you used the service or feature in that billing period.

• Partial charges

  : If you activate or make changes to a service, your immediate bill following this change will include charges for your first full month of service in advance, plus partial charges for any services provided between your activation or service change date and your bill date.