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

855 total complaints in the last 3 years.
294 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.

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,

***** *******
Initial Complaint
Date:21/01/2025
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 did research on Internet provider and Telus was a good option for my home Internet. I was told that there are no restrictions and ********** will be Installed within a few days. After installation I noticed that inbound traffic was restricted and asked Support to correct that. After numerous failed calls to Support due to incompetence of the support person I finally got a technical person to tell me that I can set my modem in "Bridging" mode and all traffic will be unrestricted. I did that but nothing changed. Called again and agreed to extra service installed only to get a technician to my house. Another week later the tech came and assured me that setting the modem in "bridging" mode will unrestrict traffic. When checking, I realized that nothing changed. Escallated to management with no resolution, but was told to switch to "Business" account. I put in the request and another week later someone called me only to tell me that I CANNOT set up business account because I don't have a registration#. I went to a Telus store and obtained a direct number to technical support that told me today it's because THE GOVERNMENT is restricting traffic because they want to control ALL traffic through TELUS (hard to believe), and since there is no solution for my request, I can only cancel service. Cancelling service after all this time now comes with a $300 penalty because it's passed the 30 days trial period, regardless that since day 1 I was complaining about it without resolution. It is ridiculous that ONLY TELUS has this issue; any other provider can offer unrestricted traffic to paying customers.
Business Response
Date: 25/01/2025
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:20/01/2025
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.
Hi, Please help here. I tried calling Telus Home Security multiple times, waited for an hour most times and then, the call was disconnected. I was promised $36.81 monthly payment and now I received a bill of $81.06 this month. I have no way to contact them, I tried chat and call atleast 7-8 times, please help.
Business Response
Date: 27/01/2025
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: 31/01/2025

Complaint: 22836029

I am rejecting this response because:
I didn't receive any call or email from Telus. I am not sure why it was mentioned that they already contacted me.
I again tried calling them, they transferred me to the Home security department and dropped the call after waiting for 72 mins.
I request them to call me at ************ asap and get it resolved.
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
Initial Complaint
Date:20/01/2025
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.
In my Telus ******** package I as supposed to have a feature to allow me to manage my TV subscriptions. This feature is not working for my account, and back on Dec 10th I had called to request it be fixed and I also requested changes be made to my TV packages. One request made that day was to add ******* to my account. This was completed promptly, but because the feature to manage my account does not work I am unable to activate *******. I have called Telus to report this several (5+) times, received assurances it will be fixed in 24 hrs then nothing, no updates no apologies.
Business Response
Date: 21/01/2025
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: 21/01/2025

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:17/01/2025
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.
I reached out looking *** an extension because I missed a payment arrangement due to fraud that was done in my account. My card was frozen ( which for few days my pre authorized payments with my security system for my house wasnt through for some days). My bank is investigating the situation so I have no gotten back my money to make the payment I was told it can take up to 90 days. I ask if can be arrange for next week Friday for when Im paid because I know for sure money will be there I cant guarantee my bank with have it resolved before then. But I was denied that. My phone I need because Im on call at work. If can answer my phone at for I missing work. This is actually a terrible way to treat customer seeing how this has happened to me out of no where. Card was frozen for a few days and now I have not been able to get my money yet. If this how customer are treated Ill just take services elsewhere.
Customer Answer
Date: 21/01/2025
I want to be reached out by company. Ever since switched to Telus Ive been having nothing but issues that require me to make complaints. There needs to be a resolution especially if Ive informed there was fraud done on my account. Treatment like that is unnecessary. Every customer service person I spoke to was ride except the last guy who went out of his way to help, the rest were rude and dismissive.
Business Response
Date: 27/01/2025
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: 22821971

I am rejecting this response because: I spoke with someone who said he will be making adjustments to my phone bill of $50 but instead it looks like $50 was added not removed. there all there random fees on my account.

Also, with my home account I would get $5 discount monthly but instead the was an internet account open yesterday after the conversation that I DID NOT open and the discount was also not applied.

Sincerely,

******** ******
Business Response
Date: 01/02/2025
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:17/01/2025
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 am a senior and I live in a locked seniors building - a telus representative got into building and says that I have signed up for services - I have not. I now have new Telus equipment that has been delivered. I do not have a home phone nor a t.v. nor email I do not have a Telus account I have never received a bill despite requesting paper copies be mailed directly to me to no avail. Last I spoke with Telus they stated I owe over $1,000 but confirmed I do not have an active account. I am worried that I am being charged interest There has been no follow up last I spoke with a ********* Telus ID # ******, I have been waiting since August and still do not have any correspondence. I do not want to be a Telus customer nor should I owe them any money.
Business Response
Date: 18/01/2025
Hi ********,

A TELUS manager has attempted to reach the customer on 18 January, with no success. The number provided is missing a digit (only 9 digits) *********, with no other available contact information. We have closed this complaint as we were unable to reach the customer.

Thank you,
TELUS Manager
Initial Complaint
Date:17/01/2025
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.
After weeks and weeks and about 10+ hours of phone calls being passed around to 8-9+ different Telus agents. 2-3 of them finally decide to cancel my bill. I thought it was cancelled but not. I even had 1 agent confirmed on my file that it was cancelled and they will remove past charges. My bill at the time was about $400 but was credit back to only $20-$40. 1 month later my bill came in at $1000+ even though they confirmed it had been cancelled. Please help me. I even have a confirmation letter from them proving all of this on November 19 2014.
Business Response
Date: 24/01/2025
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
Initial Complaint
Date:17/01/2025
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.
Door-to-door salesperson connected with roommate. Met and discussed options, she stated I'd save up to $1000 / year. Sounded good, started process to cancel **** Internet and set up with TELUS. Received an online bill BEFORE they connected and found I'd be paying $80 more a month, not saving anything. I called to cancel, after over an hour on the phone (cannot connect via internet chat nor any other method), things were supposed to be cancelled.Received an INVOICE from TELUS, firstly to "keep my PERSONAL INFORMATION PRIVATE. So I called to complain, with again another hour on the phone. This started in February 2024 and I have still been receiving invoices, and it panicked me as I don't need another harassing bill collector contacting me when I NEVER USED THEIR SERVICES. To-Date I've called to get my information / accounted DELETED and I'm still receiving harassing emails saying I've got an INVOICE. I've called now FOUR TIMES to get this done with each annoying call lasting over 1 hour per call and having to re-explain the situation at least 3 times per call.I want my information deleted, including my email as I HAVE NEVER USED THEM since the Land-line phones (1990s).
Business Response
Date: 24/01/2025
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: 25/01/2025

Complaint: 22815887

I am rejecting this response because:

I never received their services as I stuck with **** for my INTERNET as it was ~$60 cheapter per month rather than saving me $1000 per year. So I cancelled, and now I have to pay $8.00 as per the attachment you've sent me. Why would I pay for services I never wanted, cancelled before they even cut off my **** and set up their Telus internet?
Since I've filed this complaint, I've already received four text messages asking how my experience was from my call to DELETE MY INFORMATION (Email, Phone number, Account). This is not done as they're now resending this invoice. If I've never used them, why would I pay them???!!!! In addition to their text messages, I've also been getting a phone call every day since this complaint was filed.
I am not satisfied with this harassment, then to pay to NOT GET HARASSED?!!! Please help me with this as I do not feel paying them to delete my information is is fair.

Sincerely,

***** ****
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: 04/02/2025

Complaint: 22815887

I am rejecting this response because:
I am still getting harassed by phone and their billing date is tomorrow and I can then forward the invoice.
Deleting my information from their database should be easier than this. As it is, it's been a year and I've spoken with three Telus staff per telephone call and if this is still not resolved this year, I do not see this being resolved by this response you've sent.

Sincerely,

***** ****
Business Response
Date: 12/02/2025
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: 13/02/2025

Complaint: 22815887

I am rejecting this response because: I DO NOT WANT THEM TO CONTACT ME EVER. WHENEVER I WANT MY NAME / PHONE NUMBER / EMAIL REMOVED THEY JUST KEEP CALLING AND NOW YOU'RE NOT HELPING BY HAVING THEM CALL ME TO DEAL WITH THIS ISSUE. ALL THEY DO IS TRY TO OFFER ME A BETTER DEAL THEN SEND ME EMAILS AND TEXTS AFTER I WANT TO NEVER BE CONTACTED BY THEM. HOW IS THIS DEALING WITH THE ISSUE??!!!

Sincerely,

***** ****
Business Response
Date: 13/02/2025
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: 22815887

I am rejecting this response because: ISSUE NOT ADDRESSED.

Sincerely,

***** ****
Initial Complaint
Date:14/01/2025
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.
During November 2024 black Friday, I spoke with Telus home Services (with whom I've been a loyal customer for 5+years) and negotiated an enhanced "Telus *************************** at a special rate in exchange for remaining a customer of theirs (and foregoing any type of alternate ISP black friday negotations with another ISP like ****). The promise : Minimum guaranteed 75mbps download speed (as per their website) but they promised I was compatible for at least 92mbps, up to 150mbps. 3 separate conversations with 3 different support analysts all confirming I can get this speed to my modem. Two technicians of theirs have visited my home and determined that the infrastructure here cannot support anything more than 60mbps maximum - point blank. Telus claimed several different times they can provide this service level and the truth is that it's physically not possible with my joined copper lines. My complaint is that this service negotiation is based on completely false promises and information and I've lost my consumer leverage to fight for a better deal with another ISP (If I had known the truth I would have seeked different service initially during Black Friday while I still had leverage to make a beneficial deal). I spoke with retention this morning and they offered a completely irrelevant "WIFI Booster" (which has no baring on copper DSL line performance) or to simply cancel my service. Telus should be held to account for this and it shouldn't be up to the consumer to determine what's physically possible and what is not. I've wasted valuable time, countless hours on the phone with their customer support and ********************** doesn't seem to care.
Business Response
Date: 21/01/2025
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: 22/01/2025

Complaint: 22810610

I am rejecting this response because:
I never spoke with anyone but Allegedly they tried to reach out to me ? Could it have been the one call from "private number" that I missed the other day? Can they try to reach out once again? Let me know a time? Call me at ************

Sincerely,

******* *******
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: 22810610

I have NOT been contacted by anyone from Telus - please send me an email so we can arrange a time to connect ? Your call may be getting filtered as spam considering the large number of scam callers posing as Telus, ******, etc. especially if calling from a private number.

I can be reached at **************************.

Sincerely,

******* *******
Business Response
Date: 01/02/2025
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:14/01/2025
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.
To whom it may concern,I am reaching out as the Executive Director of the ************************* operating as The Fort Foundation Community Justice Hub, to urgently address a matter that has significantly hindered our operational capabilities and placed undue pressure on our nonprofit organization. This issue involves unfulfilled commitments made by Mr. ***** *********** who sold us the telephone service.Account: ************* Address: ******************************** ************** has been billed $75 per month since October 10, 2023, for three telephone lines that have not been operational. Mr. ***** ********** promised on several occasions to rectify this by crediting our account:October 1, 2024: Initial commitment to apply a credit.October 23, 2024: Reassurance of imminent credit application.November 15, 2024: Assured that the credit would be processed within 20 minutes.Despite these commitments by Mr. *********** no credits have been applied. Recently, our main telephone line was disconnected, which is prominently featured in our marketing materials, exacerbating the situation further. The disconnection forces our hand to pay the outstanding balance, under conditions that I believe constitute coercion, as it appears designed to compel payment regardless of the service not being rendered as agreed. This practice is not only unethical but also places undue duress on our organization, as it threatens our ability to serve the community effectively.Immediate reconnection of our main telephone line at no additional charge.Application of the full credit as repeatedly promised by Mr. ***** **********.Our nonprofit relies on clear and dependable communication to fulfill our mission. The ongoing issues and the pressure to make unwarranted payments under threat of service discontinuation are unacceptable and need your immediate intervention.
Business Response
Date: 21/01/2025
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

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