Some Telus customers affected by a recent data breach say employees told them the email notification they received was fake and should be deleted.
The email warned customers that “unauthorized individuals” had accessed their account information, including their name, billing address, and phone number, along with the last four digits of their payment card on file.
The email also included a unique PIN that allowed affected customers to activate two years of complimentary identity theft protection.
One Telus customer, Larry Stevenson, told CTV News that Telus employees at a kiosk told him they “don’t know anything about it,” while a Telus help-line associate told him to “Just delete it, it’s spam.”
Another Telus customer told CTV News she had a similar experience after calling the company and speaking with someone who apparently did not know about the breach either.
Further, it wasn’t isolated to those people. A Reddit thread about the breach from last week included several comments from customers who had been told the breach email was a scam.
When asked about the breach, the company’s director of public affairs, Richard Gilhooley, told CTV News that there had been a problem, but it had since been corrected.
The breach, which was reported on last week, occurred between February 2025 and June 2026, and Telus has since blocked the unauthorized access and terminated the affected credentials.
The company has not revealed how many accounts were accessed, but CTV News notes that it was a small number.
Telus is also offering Telus Guardian identity theft protection to those affected, and they have until Nov. 30, 2026, in order to enroll.
Source: CTV News
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