Business Profile

Telephones

Telus

Headquarters

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Complaints

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

Customer Complaints Summary

856 total complaints in the last 3 years.
294 complaints closed in the last 12 months.

If you've experienced an issue

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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.

Initial Complaint
Date:18/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 complaint is about the incredibly poor internet speed i am getting at home. I have emailed Telus before because I believe they were overcharging me, and they never resolved it, when i talked to customer service on the phone and said I was not satisfied with my service and was thinking of cancelling, he replied that i was on a contract and then hung up on me shortly after. I sent a email a few months ago to the supposed conflict resolution address and was never replied to. I did an internet speed test and I was at 20% of my speed that I pay for. I can't help but wonder if they are slowing my service due to my complaints. I would like to be released from my contract if they can not supply the high speed internet I pay for monthly.
Business Response
Date: 26/02/2025
Hi ********,

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:13/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
(Attached)
Business Response
Date: 19/02/2025
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,
********************** Manager
Customer Answer
Date: 26/03/2025

Complaint: 22938284

I am rejecting this response because:
(ATTACHED)

Sincerely,

***** ****
Business Response
Date: 01/04/2025
Hi ********,
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:12/02/2025
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
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 was put into Collections the beginning of January as a charge was put onto my closed account ( One which didn't give statements and I had no access to - that had been previously closed and was always paid on time and in full.) The charge was for *************************************************************** and sent out as a cheque but someone or their system turned it into debit instead of a credit. After speaking with the collections department Telus had sold the debt too....they have a least 5-10 calls per day where this is the circumstance. Small collections claims against people because of either a glitch in their system or people entering information wrong. I was even told by their department that Telus could do nothing I just had to talk to the credit agency multiple times. On my 5th call to Telus the member actually looked into this closed account and he had told me that someone had mistakenly placed a charge on my account 6 months after it had been closed. I cried I was so happy someone was finally helping me.
Customer Answer
Date: 12/02/2025
This is for a Telus home services.
Business Response
Date: 16/02/2025
Hi ********,
A TELUS manager has attempted to reach the customer on with no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
********************** Manager
Customer Answer
Date: 14/03/2025

Complaint: 22933754

I am rejecting this response because:
No attempts have been made to provide me with any kind of paperwork or letter describing the mistake that was made so that I may personally resolve any is***s with the credit agencies

Your company created the is*** on a closed account that I didn't have access to. I had requested the print outs of these statements from the closed account and have never received them.

I do not believe Telus will follow up and make sure my credit has been unaffected by their actions.

I was quite literally sent to collections over an amount that was owed to me that was switched into an amount owing 6 months after the account was closed. How am I to believe that anyone has done anything with my credit. I would also like the bills that were on the closed account and for the entire lifetime of that account. I requested them and agreed to pay and they were never sent. I have also requested the voice recordings of my conversations for this particular is*** and they have not been provided either.

If I do not receive the documentation to properly support my credit being cleared we will have no choice but to seek legal counsel and *** Telus for single handedly ruining my credit and not properly making sure that it is handled or having any follow up with me afterwards.

I tried the number provided and the voicemail code and the number automatically hangs up after acknowledging that it's a Telus number and you enter the extension. I tried this with the extension provided and also with any combination of numbers and each time it hangs up on the customer. This system that literally does not provide the customer any recourse is done in extreme poor taste. I have now wasted over 60 hours of my personal time on this. I would like this resolved as soon as possible or you can expect to hear from our lawyer.

Regards,

****** ******
Business Response
Date: 17/03/2025
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: 18/03/2025

Complaint: 22933754

I am rejecting this response because:
They did not offer me a paper copy. The representative told me a totally different story this time and I am very certain that they are changing the information on their file to suit their narrative.
I don't trust that they are properly documenting anything and that they are doctoring the documentation to lie about what has occured.

Sincerely,

****** ******
Business Response
Date: 25/03/2025
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: 26/03/2025

Complaint: 22933754

I am rejecting this response because:
Nothing has been addressed. I have not been provided any bills or any confirmation that they will be addressing the credit agencies for my credit score. I would like my bills printed and sent. I've asked for them 5 times and no one will give them to me. And the last lady to reach out I believe her narrative was completely different from the previous agents.
It is absolute insanity. To the point where I feel the call center in the *********** has been given specific direction to lie, deceive, not produce anything that might show wrong doing. I just want my bills and the credit letter.
The last woman literally told me I could have my bills and none have been sent. I'm getting a lawyer.
Sincerely,

****** ******
Business Response
Date: 01/04/2025
Hi ********,
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: 02/04/2025

Complaint: 22933754

I am rejecting this response because:
Nothing has changed. They have not sent me my paper copies requested. They were rude again to me on the phone and told me they can't help me. There has been no response from Telus since I last rejected this exact same response. So nothing has changed.

Sincerely,

****** ******
Initial Complaint
Date:11/02/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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 changed my current contract adding new channels and billing a higher monthly rate. I did not agree to changing the contract I had which was intitiated 2024. Also Telus is billing me for pay per view which is not being used by me. My account has had numerous issues since 2023 after I moved. Telus's outsoursed overseas service often do not resolve the issues. This being the third time i have resorted to BBB. I would like an agent in ****** to contact me.
Business Response
Date: 19/02/2025
Hi ********,

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:11/02/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
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 sent me a bill that was 3x times the price that I had been paying over the course of 2 years. I had contacted the call centre multiple times in October and was unable to get through due to unreasonable wait times. On Nov 2, 2024 I stayed on hold for 3 hours and was unable to get through. On Nov 3, 2024 I called back and spent another 3.5 hours on the phone speaking to Telus. I spoke to 2 men, ***** and ******. The reference #**********. During this call they were trying to talk me into signing a contract, I said no. I told them that I am not paying the amount for the bill they sent for October and then if they wanted to continue as a customer they would have to adjust my account. They said they would waive the amount for the bill, and give me a credit adjustment for an additional $235. We spoke of a potential plan that I was interested as well as a mobile plan, as I was looking to switch my mobile plan. I told them I needed time, I was told on the phone that I would have until the first week of December to make a decision. I confirmed numerous times that I would not need to pay or owe Telus in the interim, they said no, I would be ok until the first week of Dec. Telus proceeded to cut my internet mid November. I tried calling back on the Nov 19, 2024 as I work from home and require a wifi connection, and was not able to get through again. After calling numerous times the last person I spoke to a couple of weeks ago, gave me a number to call. That number was a collections number. She said there was nothing on the account in terms of waiving the bill and that's why my internet was cut and that she doesn't have anymore information.I don't want to deal with a company that lies and misleads customers. I want my accounts zeroed out. ********************** lied to me and has made it nearly impossible to speak to anyone at the company and without speaking to me or giving me information sent me to collections.
Business Response
Date: 16/02/2025
Hi ********,
A TELUS manager has attempted to reach the customer onwith no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
********************** Manager
Customer Answer
Date: 23/02/2025

Complaint: 22928089

I am rejecting this response because Telus has called me from multiple numbers and the provided numbers to return phone calls does not allow for calls to go through and I cannot get through to the phone number and extension provided. Therefore, I have spoken to no one and, despite the different phone numbers I have been provided via text and voicemail, NONE of these numbers allow for my calls to go through and I am disconnected and the call fails. I have called back more than 20x times to these various numbers and every single number has this problem. Nice try though Telus.

A very angry customer,

Janreeta ****
Business Response
Date: 26/02/2025
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: 26/02/2025

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. They have told me that my account balance is now zero and I do not have an outstanding amount and this will not impact my credit.

Sincerely,

Janreeta ****
Initial Complaint
Date:10/02/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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 was at the Telus Store in **************** on February 7th 2025. Speaking with Manak there, about TV-Internet-home phone and possibly Koodo cell to be combined in a monthly price. We had a verbal agreement of ****** dollars total per month for this, that is what he told me. Before I left he told me he would send an email in approximately 1 hour which I received. Upon viewing I found the stated price was ****** dollars per month, with no Koodo, but *********************** included which the email. I have had Telus Home Security for approximately 2 years, and certainly did not agree to have it combined in the package and price. The following morning I went to the same store and left a message with a *** there and Manak phoned me back about 11:00am February 8th. I questioned him on this, and finally told him to cancel everything at the end of conversation. I certainly view this as dishonest, underhanded, in bad faith. Possibly this will help to receive better service, not just for myself, but for all. But I certainly do see as dishonest as I told Manak on the phone.
Business Response
Date: 18/02/2025
Hi ********,

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: 18/02/2025

Complaint: 22919595

I am rejecting this response because:I have spoken with the manager and he offered no explanation, other than we are sorry and apologize. It really appears to me they just want to sweep the situation under the rug, and carry on as normal. I gave them a chance an opportunity to fix, but it turned into more mixup, and with conversation on Monday the 17th with the manager just disregard basically from him. Will see what future brings.

Sincerely,

****** ********
Business Response
Date: 19/02/2025
"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: 19/02/2025

Complaint: 22919595

I am rejecting this response because: I talked with the manager today and was treated with disregard, basically just being told to accept what Telus said and offered. Dishonesty on the part of there employees is ok with there manager. No I do not except his excuse of just saying sorry. This is my position. I have little to no trust of Telus with what I have experienced in the past.

Sincerely,

****** ********
Business Response
Date: 22/02/2025
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: 24/02/2025

Complaint: 22919595

I am rejecting this response because: There is absolutely nothing that changed from the last responses I have made. Telus just wishes to sweep mater under the rug, letting dishonest bad service exist. If this is all the so called manager said in reply I would classify as disgraceful, disrespectful behaviour on Telus manager efforts. That is my response.

Sincerely,

****** ********
Business Response
Date: 26/02/2025
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
Initial Complaint
Date:10/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 Saturday, February 8, 2025, without our consent or request, Telus cancelled our home internet with account number ***********. Our account was paid in full with no outstanding amounts payable. I have repeatedly phoned to have the access restored, but they do not restore it.
Business Response
Date: 15/02/2025
Hi ********,
A TELUS manager has attempted to reach the customer on with no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
********************** Manager
Initial Complaint
Date:10/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 cancelled all of my services with TELUS in October 2024. All of them. Over a call. Calls are incredibly difficult for me. I am adult with Aspergers and phone calls cause me intense stress and the unpredictable nature of them leaves me struggling to speak. I had to call them as they insisted there was no other way to cancel my services. Last month in January 2025, I received an email saying I owe them over $400. I should not owe anything. I cancelled ALL and any services. After trying today to reach a resolution over live chat and repeatedly insulted by being told to call I got nowhere. Long and short: I dont owe anything. All accounts should be cancelled. I spoke to someone in October who also repeatedly disregarded my disability and needs by trying to convince me to say despite me stating the main reason for me leaving was the inaccessibility for me. You have no idea of the stress this causes me. I was fully under the impression all services were cancelled and I do not want any future business with TELUS ever. If the account isnt inactive thats your mistake. Cancel it all and clear the bill. I owe nothing . Also make services accessible to those with disabilities. Its 2025 now.
Business Response
Date: 14/02/2025
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,
********************** Manager
Customer Answer
Date: 14/02/2025

Complaint: 22914624

I am rejecting this response because:
As stated in my complaint I HAVE A DISABILITY. YOU CANNOT CONTACT ME VIA PHONE DUE TO THIS, I CANNOT COMMUNICATE VIA PHONE. YOU HAVE MADE ZERO ATTEMPT TO CONTACT ME IN A WAY I CAN ACTUALLY COMMUNICATE WITH YOU. YOU'VE ONLY CALLED ME! I CANNOT DO CALLS.

Sincerely,

******** ****
Business Response
Date: 17/02/2025
"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
Initial Complaint
Date:07/02/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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.
This is regards to home internet and television service of my elderly parents provided by Telus.Telus recently switched their network to pure fiber. We received a notice that their house will no longer be able to receive their existing service effective April 2025. We were instructed to call in and switch to the fiber account (requires a technician to schedule a visit). I called last night (Thursday Feb 06 2025) on behalf of my parents.I was told that the customer loyalty discounts totaling approximately $65 a month that are set to expire April 2026 will be removed. I was then transferred to customer loyalty department who refused to honor this discount. Instead he sent us a form for what he led me to believe to be a senior ************ that I am reading this link, it seems that it is only for seniors receiving guaranteed income support and that they require personal and confidential tax forms to be submitted as proof. I am very upset about this. You are forcing a, 80 and 90 year old to give up their existing contract and not honoring your agreement with them, and having them navigate this confusing system. Giving over personal and confidential information to honor the deal that you already agreed to and that is already in effect .. on threat of removing it.This is disgusting and unethical.
Business Response
Date: 12/02/2025
i ********,
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:06/02/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 sought to bundle our services with Telus so that we had our business phone and internet with once service provider. We were signed up for a wireless internet service even though we had asked for a line internet service such as fiber-optic, as we are not in a remote community and do not need a satellite service. Once we received the satellite receiver, we realized that we had not been signed up for the service we had intended to receive. This was mid November 2024. We returned the device December 20, 2024 when the mail strike was over. Telus refused to allow us to return the device by courier so we could not return it earlier. We have been contacting them for the past several months to have them cancel the service and they never do, even though we have returned the device and it has never been used. We have been assured by multiple Telus employees that it will be cancelled and it never is. I am now on hold with Telus and have been passed to four different employees. The one I am speaking to now is trying to allege that we activated the device and used it with a phone number that has never been associated with our business. Please help us have this service disconnected. We never wanted it, we never used it and we just want this to stop.
Business Response
Date: 10/02/2025
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: 10/02/2025

Complaint: 22909728

I am rejecting this response because: Telus has credited and cancelled our home internet service instead of the correct account. They were meant to cancel account number ******** and refund all charges. They cancelled a different service, which after two days I have not been able to reestablish service to.
They have also not provided me with the letter I requested confirming that they have removed any mention of this from my credit report.
Literally nothing has been achieved to resolve this matter. The account still exists and my credit report still an outstanding debt on it.

Sincerely,

**** ********** & ****** **********
Business Response
Date: 12/02/2025
i ********,
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: 12/02/2025

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,

**** **********

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