Complaints

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

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

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:31/01/2025

  Type:Billing 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.

  In August 2024, I agreed in a bundle including internet, home security and mobile phone.Two weeks later the technician came to install the security, the equipment to be installed was not what Iexpected and would not meet my needs. I canceled the installation. NOTHING was installed.Two weeks later Telus Home sec. called, improved the package, arranged for install. When the tech. arrived there were added charges. Again, I cancelled and NOTHING was installed.I called to confirm cancellation.Internet was never set up, no router was ever *********** September I canceled the cell phone ********** October I was still receiving billing invoices, both mobile acct and Home secur. had a positive balance. I had over paid $58.95 on mobility acct & $30.68 on the Home sec. *****I called and requested the funds. The *** said they would mail it. I did not receive the funds.I called January 2/25 spoke to another *** who said the balance was not refunded and she would do it.January 22/25 , I received $30.68 for over payment on the Home sec. acct.I called ********************** again. The ***. told me the mobility acct refund was not processed. He would do that immediately. Im still waiting to receive this money.January 30/25, I received a Telus bill date Jan. 21/25 for Home sec. in the *** of $284.98.The bill noted the acct is closed, my last bill in Dec. was - $40.25 and the current *** due is $284.98. I have NEVER had equipment installed or received any services.The numerous attempts to resolve the issue, it is time consuming and lacks professionalism on the part of Telus. When services were canceled in Sept. the funds should have been automatically forwarded to me.This is **************** I have a new higher bill on an account that is closed and never provided any services. Obviously, I dont intend on paying this.

  Business Response

  Date: 06/02/2025

  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: 06/02/2025

   
  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.
  I have received the account balance that was owed to me and was reassured the Home Security Acct. would be updated with zero owing.
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:30/01/2025

  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 signed up for home security services with Telus in March 2024. However we quickly realized the services do not perform as advertised. I called in to cancel within 2 weeks and then was advised that I would have to uninstall cameras and return them or be charged a hardware fee.Some of the cameras are installed at a height well above 14 feet. I advised Telus that I was informed by the sales person that a tech would attend in the event of service cancellation to collect the equipment.They insisted on charging me $900 and no recourse was provided.

  Business Response

  Date: 06/02/2025

  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: 15/02/2025

   
  Complaint: 22879838
  
  I am rejecting this response because:

  The Telus manager offered no solutions and simply reiterated policy. 

  
  Sincerely,
  
  ****** ****

  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: 24/02/2025

   
  Complaint: 22879838
  
  I am rejecting this response because: 
  

  - Attempt was made by Telus one time  on Wednesday Feb 19 at 8:57 am with no *** back contact provided. 

  - 9 am on a workday cannot be reasonably considered an attempt. Especially with no opportunity to ***l back. 

  - Prior to this attempt, all previous conversations were initiated by me and all conversations led to fruitless conversations with each manager simply re-iterating a policy that should essentially be considered fraud. 

   

  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 05/03/2025

  
  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:30/01/2025

  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 moved to the address I listed as a residence Nov 21/24. At the end of Nov Telus installed a home security system and smart hub at our new location. The smart hub they installed didnt work very good in our location so I contacted telus and told them I want to return the hub. They said I had 30 days from the date of install to return it. They emailed me a Canada Post Return ID # ********. I took the unit to *********** Dec 11/24 to return it. At the time *********** was on strike and they told me they would hang on to the unit until the strike was over and they gave me a tracking # for proof that i dropped it off. Canada post tracking # ****************. The strike ended end of Dec so I would assume Telus got there smart hub back by now. As of todays date telus is still billing me for the none return of the hub $621.00. I called telus numerous times to get this resolved and no one can take it off my bill. I have proof that I returned the unit and I shouldnt be getting charged for it if canada post lost it or telus didnt acknowledge receiving it. If I dont pay this bill telus will send it to there collection agency and it might possibly affect me credit score. Im not paying the $621.00 Please Note: Ive been a long time customer with ********************** and Im still using there smart home security systems at 2 locations and 1 other smart hub at a differant location. They dont seem to care about that and Im not sure how to get this resolved?I would greatly appreciate your help. Kind regards, ******* ********

  Business Response

  Date: 06/02/2025

  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: 07/02/2025

   
  Complaint: 22877743
  
  I am rejecting this response because: No one from Telus contacted me yet. I got a text from telus saying they tried to call me and couldnt get hold of me which never happened. I had no missed calls. I tried to respond to the text to get them to contact me but got no response back. This is typical telus service. Its impossible to actually talk to soneone with any authority to make changes to the billing. I tried again calling telus and waited on the phone for over a hour then tried there call back system but never got a call back.  I just checked my Telus app to see if they took the $621.00 off my bill and they did not. Instead they added a late payment fee.   This is extremely frustrating.
  

  Can you please get me a phone number to someone from telus in management that I can talk to regarding this issue.   
  

  
  Sincerely,
  
  **** ********

  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

   
  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:30/01/2025

  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.

  I was suckered into the smarthome security plan for my home at the end of 2022. It seemed like a wicked deal and my partner would be happy. There was nothing but issues regarding the cameras and security. We had 4 or 5 technicians out to "fix" the problem, and it never got resolved. The last tech even charged us $200+ for coming out. My partner tried calling multiple times to complain or get another technician out, but was told that she wasn't allowed to access any info on our account as she was not listed as a trusted person. She called in May 2024, June 2024, July 2024, sept 2024, Oct 2024, and no one would allow her to talk. Finally, she stopped paying the bill, in hopes we would be contacted, but no one ever contacted us. We were paying for a service we were not being provided with, which breeches the contract we had signed. Finally got through to someone today to be told that there's a balance of over $800 due to the account being closed for non-payment. I said that we had tried to call and talk to someone, and no one would. We have no access to our thermostat, so we have no heat in the middle of winter in ****** with 2 young kids. We haven't had heat all winter. The "manager" on the phone didn't care and wouldn't waive anything, even after lying and saying we hadn't tried to call after April. He confirmed that my partner had tried, but still claimed he wouldn't do anything. I trusted telus to keep our home safe, warm and practical and it's done the opposite. Nothing but a nightmare. Don't use their service. They do not care about you at all

  Business Response

  Date: 06/02/2025

  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: 08/02/2025

   
  Complaint: 22875497
  
  I am rejecting this response because:
  
  They contacted once while at work, told me they would investigate and call me back at ************ and they never called me back.

  Business Response

  Date: 15/02/2025

  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: 22875497
  
  I am rejecting this response because:

   

  They still haven't contacted me. I provided the phone number i can be reached at and no one has called. ************.

  
  

  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

  Customer Answer

  Date: 26/02/2025

   
  Complaint: 22875497
  
  I am rejecting this response because:

   

  NO ONE HAS BEEN IN CONTACT WITH ME. THIS IS RIDICULOUS. this company does not care about anyone. 
  
  

  
  

  Business Response

  Date: 05/03/2025

  Hi ********, 
  A TELUS manager has attempted to reach the customer on ___, ___, and __ with no success. We have closed this complaint as we were unable to reach the customer. 
  Thank you, 
  ********************** Manager

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 22875497
  
  I am rejecting this response because:
  
  I spoke with someone from telus and he said he would look into everything. I was in an appointment and couldn't call back, but his voicemail stated he would try to call again. He didn't not try to call again, and he called me from a private number so I was unable call them

   

  Business Response

  Date: 09/03/2025

  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

• Initial Complaint

  Date:29/01/2025

  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.

  On Sunday Jan26 5am Our condominium building got caught in a fire which displaced all of the residents in the building. This situation that the families affected by the fire has left us with very minimal resources. Nobody got hurt as none of us went back to grab any Of iur personal belongings apart from the clothes that we were all wearing that early ********** family and I are among one of these families.The *** for our building to be demolished and rebuilt can be anywhere between ***** months from the condo boards ********* top it off - we are still going to be responsible for paying for the mortgage, condo fee, as well as now rent on top through all this.Ive contacted Telus several times to ask to waive the cancellation fee as we wont be able to use the internet, TV, as well as the security system. They have offered to transfer it to a new dwelling for free to have us continue making payments.Ive told the Telus **** that this wont work because we barely have enough to be able to accommodate our living conditions from what we get through insurance. One of the Telus **** had the audacity to tell me that insurance will handle the cancellation fees; not even considering that if that statement is correct and to even be so bold to make an incorrect assumption and to verbalize it.Ive never been so dehumanized with a single statement.I understand that the Telus **** have their limitations due to their contractual obligations but Ive asked to speak with their superiors to plead our case but to no avail. I was unable to get further than their loyalty departmentIm making this complaint in the hopes that we can get assistance in removing the cancellation fees as well as to terminate the service given our financial hardship.This is all coming from a humanitarian request for compassionate consideration.Please help our families in these troubling times in the same way that Telus prides themselves on their charitable donations publicly.**********

  Business Response

  Date: 05/02/2025

  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: 05/02/2025

   
  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,
  
  ***** ***** Goyenechea

• Initial Complaint

  Date:27/01/2025

  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.

  Last month I switched to using Telus as my home internet provider. When Telus came to set up the internet I was informed that I am only receiving 25 mbps but I should be receiving 45+ mbps. Since the service has been set up I have not been receiving the right amount of mbps and am having issues with my apartment buzzer. Anytime someone uses the buzzer I am not able to hear them on the other end because of the static that was not present before which could be a safety issue. Also, when the buzzer is used the internet drops off completely and needs to be reset. I have called multiple times to have this fixed and have had an entire weekend of mine wasted waiting for someone to come fix it. Someone was meant to come Friday - no one came. Called again and had someone booked for Saturday, again no one came. Sunday - even though no one was scheduled to come, I received a call letting me know someone would be at my apartment in 10 mins. I happened to be home so waited. Once the personal arrived before even taking a look or trying to fix anything they said they couldn't do anything about it and left.

  Business Response

  Date: 03/02/2025

  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:27/01/2025

  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.

  Note to BBB: Please note the description below had to be summarized due to the limit of characters. The whole description listing all the issues I have faced with Telus is attached to this form. On January 2, 2025, I called Telus about an offer I had received via email to shift to Telus Internet+Home and have access to *******, Amazon and ******* for $64/month for two years. The agent mentioned that she actually could offer me $60/month and also asked if I wanted Telus to contact **** (that was my Internet provider at the time) to cancel my services, which I accepted. On January 17, I called Telus to check the status of ****** cancellation to find out that it had never been handled by Telus, so I had to go through the entire process again over the phone. By the end of the call the agent assured me that cancellation request had finally been submitted to **** and told me that in 3-5 business days I should hear from them. As I was never contacted by ****, on January 23 I contacted Telus again via chat, but the agent told me I had to contact Telus via phone. I did and the agent said I had to confirm with **** directly. So I contacted **** to learn that they didnt have a cancellation request from Telus. I decided to do it with her myself but, of course, as the request was only made on that day that resulted in another invoice from ****.Frustrated, on January 24, I sent a message to the Telus Management team via website complaining about the issue. On January 25, I got a call from a No Caller ID, the person saying she was from Telus, mentioning details of my complaint, and asking me to email the invoice from my previous Internet provider for reimbursement to ******************. I double-checked the address a couple of times and even argued that couldnt be an email address as it lacked @, but she insisted saying that was correct.Since then I have been trying to speak to Telus to get that sorted out but without success.

  Business Response

  Date: 03/02/2025

  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:27/01/2025

  Type:Service or Repair 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 landline stopped working January 19. Telus says they cannot repair bc copper, must replace with fibre but not before Feb 18. Thats a month without service! Then telus disconnected my email. I reply on email and landline seldom use old cellphone. Senior living alone. Have talked to 10+ agents, two managers, ***** and ******, and line not fixed, still locked out of email January 25. Soon bills sent by email for services like hydro or subscriptions will be unpaid bc telus is not fixing their email. I have been bctel/telus customer since 1985. Im done. They are horrible!I want: my email restored so I can forward all my emails to new service *********** phone restored so I can port number to new service provider Contract with telus cancelled with no fees or penalties since they are not providing services they bill me for, landline and email Compensation for aggravation, endangerment, loss of essential timely emails and phone calls All of this is due to telus incompetence and or malice.

  Business Response

  Date: 03/02/2025

  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: 06/02/2025

   
  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. Sort of. Only because I switched service providers do I now have a working phone and internet.

  BBB and Telus should know that Telus did NOTHING to address the problemthey made no effort to fix the copper wire which they allowed to disintegrate, they made no efforts to replace it in a timely fashion, no efforts to not leave a customer without a phone and internetthe services for which I have paidand their system of rebuffing customer complaints with an impossible AI system of robots and offshore workers reading scripts and not addressing the problems with their faulty phone lines, even when escalated twice.

  The third escalation, with *******, after dozens of wasted hours of frustration over two weeks of zero help from Telus over their broken-down copper wires, was marginally satisfactory. Too little, too late. But praise to ******* for actually trying.
  

  I realize that Telus does not care one bit about customer care. Which is something I am telling friends and family and anyone else I can. 

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:23/01/2025

  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.

  Jan 18/2025 Talked to a manager named Yellow and she said she was going to charge me ***** a month for a paper bill. I had always got paper and never had to pay for them. My bills with telus are not right they need to be adjusted properly. My bill is supose to be ***** every month including taxes. My bills are ******. I would like a paper bill reoccuring paper mail at no cost sent to me, and also have not reieved any bills since September 2024 which I should be entitled to at no cost. I would like my bills to reflect what they where supose to be which is ***** every month and they are not. They just keep going up every month.

  Business Response

  Date: 30/01/2025

  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: 30/01/2025

   
  Complaint: 22844652
  
  I am rejecting this response because: I have not heard from the manager ***** yet she was on sick leave and still has not contacted me about these issues in my complaint.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 06/02/2025

  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: 07/02/2025

   
  Complaint: 22844652
  
  I am rejecting this response because: The issues at hand are just being investigated as of today, and they will need to try and fix my billing issues that were not fixed back in April 2024 till today, they will be working on this for awhile so  my claim still needs to stay openned until they can find the glitch as they call. it. This is the same thing they told me back in Oct 2024. I was suppose to talk to a lady named ***** but they again sent Yellow to talk with me yesterday. Last time she said to me in November 2024 they would be charging me ***** a month for my bills to come by post mail every month, she said they would not charge me yesterday, but I still have not recieved any bills in the post mail yet to find out if they really are charging me. I have to wait to get my bills before you close my file as this is the only way to know if those charges are on my current bills or bills back from October 2024. They still do not know why my bills have not been adjusted properly, buy Yellow said she would try and fix them. As of today my billing issues have not been updated and adjusted satisfactory. Iam yet to be satisfied with the company yet. I will know more when I get my bills in the mail, maybe by the end of March. Please keep my claim open until i receive more news on my billing issues at hand. I will need at least a month or I will have to open up another claim again like I had to last time. thankyou!
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 14/02/2025

  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: 15/02/2025

   
  Complaint: 22844652
  
  I am rejecting this response because: I have not heard back from them since February 6th from yellow she said she would be working on my billing issues and glitch. She told me she would call me back with an answer and response to the problem with the glitch, but have not heard back from them, also she said she would be sending my bills out to me by mail at no cost but have not recieved any thing from teluis by mail. So this file should be left open untill the manager fixes it and I get my bills by mail. Which should be soon, if not in March.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:23/01/2025

  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 only behind on a single payment as of October. On October 13th I paid my complete outstanding balance which was the one month I was behind plus the late fees totalling $90 and the current **** for the month totalling $85. I sent $175 on October 13th. I should have owed nothing. In November I go to pay my **** which should have been $85 for the month but my **** says I owe them $230. I contacted support and informed them of their mistake. They confirmed that they received my payment in October but that all the charges were valid and I owed them $230 somehow. I told them I wouldnt pay these fraudulent charges and they can terminate my service. On December 6th they finally cancelled my service but they never fixed my ****. On January 6th they completely deleted my account so I cannot even log in anywhere to look at my ****. I received an email on January 21st from a collection agency claiming I owe Telus $530. I do not know where they got this number. I should only owe them for 2 ****ing cycles plus a reconnection fee as well as late fees. $85 for internet for 2 months, $45 reconnection fee, plus $5-10 for late fees. Even if the **** for September-October was not posted when I paid it on October 13th, which it should have been, that would still only be 3 ****ing cycles. I should only owe between $230-$320. I do not know why they decided to double what I owed them and contacting them has not resolved the issue. They are trying to make me pay fraudulent charges and I will not.

  Business Response

  Date: 30/01/2025

  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: 30/01/2025

   
  Complaint: 22843915
  
  I am rejecting this response because:

  I was only contacted twice for the 2 complaints I made on the telus website under their management escalation page. They never tried to contact me regarding my complaint with BBB. They left a voicemail telling me to call them if I require further assistance. They never actually made an attempt at fixing my billing mistake. I dont understand why I need to be contacted for them to fix my bill. They have my account information and my information. They can fix my bill without having to talk to me. 

  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 31/01/2025

  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, 

  Customer Answer

  Date: 31/01/2025

   
  Complaint: 22843915
  
  I am rejecting this response because:
  

  I already rejected their response and they sent they exact same message again. They still have not fixed my billing mistake. They have not tried to contact me. 

  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/02/2025

  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: 05/02/2025

   
  Complaint: 22843915
  
  I am rejecting this response because:
  

  Fix my bill. I only owe for 2 months of service plus late fees. I did not rent any equipment from you so I have nothing to return. Please do not contact me, just fix my bill. You made an error. Fix it.

  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 12/02/2025

  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: 13/02/2025

   
  Complaint: 22843915
  
  I am rejecting this response because:
  

  I have not received any evidence or confirmation that my billing error has been corrected. All I got was a text message telling me that you have closed this complaint. You are all scammers. I was going to pay what I believe I owe but now I am not sending another *****. I dont care if it stays on my credit report for 6 years. 
  Sincerely,
  
  ***** *******