TELUS review: Cancelling a landline contract and transferring the phone number to an existing alternative customer contract

On September 11 2023 I contacted Telus to cancel my contract for the phone number [protected]. This contract has been in place for over 40 years. I could not remember security details such as pin number. However I was eventually able to verify my identity to the telus staff person. The call took about 2 hours. I was told that things would progress from there and assured that there would be a satisfactory result.

On 19th September 2023 I was asked to contact Telus again to repeat the process. This time I was not able to convince the operative of my identity. This was very frustrating. I was asked to present myself with ID at a telus store, which I did. My identity was accepted and I was assured that things would proceed. A few hours later, after I went home, another Telus operative phoned me and started to go through the verification process again. This was ridiculous and I expressed extreme frustration.

The issue is still not resolved, Telus is impossible to work with at this point. We are at an impasse.