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Business Profile

Telephones

Telus

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telephones.

Complaints

This profile includes complaints for Telus's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Telus has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Telus

      100 510 W Georgia St Vancouver, BC V6B 0M3

    • Telus

      10020 100 St Edmonton, AB T5J 0N5

    • Telus

      2W-3030 2 Ave SE Calgary, AB T2A 5N7

    • Telus

      2315 36 St N Lethbridge, AB T1H 5L1

    • Telus

      331/335-13 St N Lethbridge, AB T1H 2S1

    Customer Complaints Summary

    • 855 total complaints in the last 3 years.
    • 296 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/07/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Telus emailed me on June 20th stating what I owed and due date as of July 10th 2025. I am now as of July 3rd 2025 receivi g collection calls from a collection agency stating Telus sent me to collections on June 26th so if I had till July 10th then why isy account in collections. I have included scrernshot of email from Yelus

      Business Response

      Date: 04/07/2025

      Hi Mohammad, 
      A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. 
      Thank you, 
      TELUS Manager

      Customer Answer

      Date: 04/07/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23554502, and find that this resolution is satisfactory to me.




      Sincerely,



      Roxanne Klasson

    • Initial Complaint

      Date:02/07/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      June 07, 2025 I cancelled home internet service on a rental ***********************************************. My home internet and the rental unit were on one combined bill. July 2, ***********************************************************************************

      Business Response

      Date: 03/07/2025

      Hi ********, 

      A TELUS manager has attempted to reach the customer  with no success. We have closed this complaint as we were unable to reach the customer. 

      Thank you, 

      TELUS Manager

      Customer Answer

      Date: 03/07/2025

       
      Complaint: 23549867

      I am rejecting this response because: Telus left one message to contact them. Case manager Tammy **************; ext1405073. Ref *******. I contacted her today but she did not pick up the phone. I left a message at 14:10 July 03, 2025.

      Sincerely,

      ******* Todd ******

      Business Response

      Date: 07/07/2025

      Hi ********, 

      A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. 

      Thank you, 

      TELUS Manager

      Customer Answer

      Date: 07/07/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ******* Todd ******

    • Initial Complaint

      Date:27/06/2025

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a contract with Telus from 2024. In early 2025 Telus reduced my services independently and when I called to complain Telus brought down my charges from April 2025. I was ok with that. Then in May and June 2025 my charges went back higher. I contacted Telus and an agent spoke with me and I could not understand him. I asked for another agent and he said he could not transfer. In any case my bill should not be where it is at since my services have been reduced.

      Customer Answer

      Date: 27/06/2025

      My contract included "Netflix Premium" (first document). 

      Telus went ahead to reduce my plan from "Premium" to Standard on its own. This should automatically bring down my monthly charges, but Telus continued to charge me at the contracted rates until I complained in April when they, being caught red-handed, reduced my monthly charges. Then in May and June (2nd document) my rates went up again.

      Also, this boondoggle with discounts and additions in their billing is designed to confuse the public. This matter should also be brought up to higher authorities.

      Thanks You.

      Business Response

      Date: 02/07/2025

      Hi Mohammad, 
      A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. 
      Thank you, 
      TELUS Manager

      Customer Answer

      Date: 02/07/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23523590, and did not want to waste my time pursuing the matter. 

      I'll just move my provider when an opportunity comes up.



      Sincerely,



      Leopold Colond

    • Initial Complaint

      Date:25/06/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have upgraded our business to 3Gbs Intenet back on June 19. Right after it we started getting internet interruptions, and Telus is not able to find out what the reason is. We depend on reliable and consistent Internet access which is mandatory for our business operations. I don't understand why we are paying for a high speed fibre internet if:-- the speed is lower than it was supposed to be (right after the installation the speed was close to 700 mb, right now it is in ***** mbs range -- WORSE than with our previous internet plan)-- every day we have internet access interruptions which last very long, and Telus is not able to understand what the reason is. Technical support is impossible to reach, spend half an hour on the phone, just to get somebody to speak to. I demand an escalation and proper technology for which I am paying.

      Business Response

      Date: 30/06/2025

      Hi Mohammad, 
      A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. 
      Thank you, 
      TELUS Manager

      Customer Answer

      Date: 02/07/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23518239, and find that this resolution is satisfactory to me.




      Sincerely,



      Andriy Ahapov

    • Initial Complaint

      Date:18/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Telus *** sold me internet service door to door. I explained I need my internet to be useable by ethernet, not wifi, and where the computer is. He said no problem, technician will install as necessary.First technician (****) came, I told him where he's putting it is useless to me, I need it on the other side of the house. He said no problem, Telus technician will get it where it needs to be.Telus technician came to finish, told him the same thing, he said they don't do that and tried to sell me range extenders.Internet is totally useless to me. Have tried calling for 5 days. Get transferred and hung up on over and over. Filed complaint online. Said 1-2 business days to ***ly. It's been a week.There is literally no way to resolve it with them or even talk to someone without being transferred. They lie to get you to order then you're stuck.

      Business Response

      Date: 25/06/2025

      Hi Mohammad, 

      A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.

      Thank you,

      TELUS Manager

    • Initial Complaint

      Date:16/06/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Telus failed to provide a service asked for Higher internet speed as innitila set up they advised hey can upgrade the service once account activated. later they advised they cannot as the location does not have fibre optic. Now i am bring penalized for cancellation charges as i had signed up with a contract. they do not have good customer support and conversation record keeping

      Business Response

      Date: 20/06/2025

      Hi ********,

      A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed.

      Thank you,


      TELUS Manager

      Customer Answer

      Date: 23/06/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:16/06/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      my monthly fee is $66.37 but l accidentally paid $6637,and l can not get my refund from TELUS since l applied for a refund in March. l contacted customer service many times. filled in the form and applied. Contact three managers but failed to refund

      Business Response

      Date: 25/06/2025

      Hi Mohammad, 

      A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. 

      Thank you, 

      TELUS Manager

    • Initial Complaint

      Date:16/06/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Unfair business practices and unfair pricing and unwilling to provide a resolution

      Customer Answer

      Date: 16/06/2025

      The issues i have with telus is their unfair business practices and unfair pricing and the fact that their charging me unfairly and are unwilling to resolve it 

      Customer Answer

      Date: 17/06/2025

      Telus is unfairly charging me for home services and using unfair business practices with each telus bill  

      Business Response

      Date: 18/06/2025

      Hi Mohammad, 

      A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. 

      Thank you, 

      TELUS Manager

    • Initial Complaint

      Date:13/06/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 14, 2025 we had Telus Fibre Optic Internet installed. On the evening of May 14th I was unable to set my home alarm system. I logged on to the My Telus website and saw that my alarm monitoring account had been cancelled. I did not cancel my account nor was I notified that it was going to be cancelled. On May 15 I was told that they did not know why my account was cancelled. I was also told that they couldn't send anyone out to reactivate my account until May 28, 13 days from that date. I asked to speak to a supervisor and was promised that a supervisor would call me on May 15. No one called on May 15. A supervisor finally called me on May 16 and said that he would have the technical team call me in 1 to 2 days to reactivate my account. Again, no one called. On May 19th I received an email from Telus saying that my monitoring account had been reactivated. I called and spoke to ********* and she set up for a technician to come out on May 20th to confirm this. I got a call from the technician on May 20th and she said that she did not need to come to our home as our system had been reactivated. I have spent 5 hours and 8 minutes on the phone with Telus over 5 days trying to get my monitoring account ************** the meantime, my bill for my landline went up from $12.91 a month to over $44.00 a month. I had not requested or authorized any changes to my landline nor was I notified of any changes.On June 12 I received a bill for Home Alarm for $1008.00 because of a cancellation fee. I did not cancel this service nor did I authorize it. I called Telus billing department and they said they would credit the amount back to my account.I keep being told a Supervisor will call me but so far I haven't heard from Telus about this recent cancellation. I want to talk to someone in charge at Telus to find out why all this has happened and how they are going to keep it from happening again. I also want compensation for my time and frustration dealing with this issues.

      Business Response

      Date: 19/06/2025

      Hi Mohammad, 
      A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. 
      Thank you, 
      TELUS Manager

      Customer Answer

      Date: 19/06/2025

       

      Complaint: 23467080



      I am rejecting this response because I cannot confirm that everything has been corrected until I receive my next bill.  Telus has also not offered me any compensation. 




      Sincerely,



      Diane Martens

      Business Response

      Date: 30/06/2025

      Hi Mohammad, 

      A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.

      Thank you,

      TELUS Manager

      Customer Answer

      Date: 30/06/2025

       

      Complaint: 23467080



      I am rejecting this response because I haven't received my next bill yet to see if everything has been corrected. 



      Sincerely,



      Diane Martens

    • Initial Complaint

      Date:13/06/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Called Telus in April to set up my moving of services to my new condo. Agent was great and according to this ***** my monthly services was going down to $92 a month plus tax. Agent had issues confirming the move and plan price, so was transferred to second ***** who said he could only get it to $102 per month plus tax. Side note- first bill came in at $110, which does not seem to support the $102. In the meantime I had reached out to Telus own internal resolution process- first ***** from that customer support department called, however, the voicemail was so static filled and garbled, I could not understand it. Second ***** tried calling, message was a little better, but I was not given contact information to call them back.I therefore sent in a second complaint, and asked that someone not having to use a VOIP based line call me, as those phone calls werent ************* well, how do you only get two calls and then thats it for Telus. Seems like they dont even want to try and solve the issue. Reason for the BBB involvement- after my first bill came in, which seems to be quite high- I have never received a follow up to the second complaint about not using a VOIP line to call ***** of June 13- I feel this issue is still outstanding and has not been resolved by Telus

      Business Response

      Date: 20/06/2025

      Hi Mohammad, 

      A TELUS manager has attempted to reach the customer  with no success. We have closed this complaint as we were unable to reach the customer.


      Thank you, 


      TELUS Manager

      Customer Answer

      Date: 23/06/2025

       

      Complaint: 23466671



      I am rejecting this response because:

      I have returned their calls on the following dates; 

      June 15- call came in at 1631, I returned it at 1635 MDT

      June 16- call came in at 1340, I returned the call at 1359

      I also called again, on June 17th. 

      Each call I followed the directions given to me, which takes me to an automatic voicemail system, with the message saying it is monitored Monday to Friday. 

      Due to my work schedule, I left days and times I could be reached. This was not returned or acknowledged at all. 

      I then further received a voicemail back on Friday, June 20th- as you can see in the photo, it was stated that the agent would try me again the next day, which was Saturday, June 21. Not a single call came in. 

      I believe Telus has done this on purpose, to dismiss the issue and try to say that it’s MY fault I was not available. 

      I do not accept this and I expect the BBB to pursue this with me, and I want to go to arbitration over this. 




      Sincerely,



      Joseph Kalin

      Business Response

      Date: 24/06/2025

      Hi Mohammad, 


      A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. 

      Thank you, 
      TELUS Manager

      Customer Answer

      Date: 01/07/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23466671, and find that this resolution is satisfactory to me.




      Sincerely,



      Joseph Kalin

    Telus is NOT a BBB Accredited Business.

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