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

854 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:14/01/2025
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.
I have tried numerous times to reach Telus and I get hung up on. I was promised a bill of 45 dollars monthly and higher speed for a contract term and my bill was ***** for the first month but has now risen to 60 per month. I am still at the same speed as well as now I am being told they cannot get the speed they offered to me. I agreed to a contract due to these promises and I feel they are not meeting them and would like to be removed from the contract.
Business Response
Date: 15/01/2025
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: 15/01/2025

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:14/01/2025
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.
-needed replacement hardware, months later told it wasnt coming, had service taken off account - got new card so a payment was missed, telus called and girlfriend gave new number, told all was good and heard no futher -home security camera stopped workling in dec, called them and were told our account cancelled due to non payment stemming back to thew oct. 31 payment, but no-one made contact with us upon talking to telus they had no tecnician to rehook service...for weeks they would call and no tech available..we were told this would not be billed against us and not sent to collections -tell the we want to cancel the service if they cant provide it and we should not have to pay to get out of a service they cannot provide, told it would not go to collections -start receiving calls and a letter from collections, been calling and escalating this fora week now, seveeral calls 2 different escalaions and cant get to talk to a manager, they called twice and didnt get me due to work or time differences and they drop my case. been calling them back in time and leaving message..all recorded, ad they wont call back....Account s in my girlfriends nae with me added on account, gone to collections now hurting her credit for their mistake and lack of customer service
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
Customer Answer
Date: 22/01/2025

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:14/01/2025
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.
In December 2020 Telus started a program that would give Telus customers Reward Points when they paid their monthly bill. I was not aware of this new program as I had chosen to go paperless with Telus. A few days ago a friend of mine told me about this program so I went into my Telus Rewards account and was shocked when I only had 81 points. I added up what I had paid Telus for 2023 & 2024 and it came to well over $5,000.00. I called Telus and spoke to an agent. He told me that when the program started I needed to have had at least 2 of Telus services. I told him that I had both Telus Mobility and Telus Satellite for many, many years. He then told me that he would issue me 46 more reward points (which I still haven't got) I could not get an explanation as to why I hadn't been getting the reward points from the start of the program. Also I went on the Telus website and saw that they had a program that offered senior citizens that were receiving the Guaranteed Income Supplement, the opportunity to have internet for either $9.95 or $19.95 per month. The program is called "Internet For Good". I was paying approximately $64.00 per month for my internet so again I called Telus and asked an agent to put me on the seniors plan as I was a senior and was receiving the Guaranteed Income Supplement. He told me I didn't qualify for the plan as I was locked into a contract with Telus for another 23 months. I read the information on the Telus website about this plan and nowhere does it say that people that are locked into a contract with Telus are ineligible for the plan. He said he would take $10.00 off my monthly bill, but if I paid $345.00 to cancel my contract, I could then go on the seniors plan. One of the Telus agents said they would credit my Telus account for $75.00. I feel like I am being jerked around by Telus and only want the perks that I am entitled to.
Business Response
Date: 16/01/2025
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
Initial Complaint
Date:14/01/2025
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.
-In December 2024 my 2 year service agreement with Telus home internet and cable expired -Telus did not send any reminders or alerts that the agreement was ending -The charge for internet went up from $70 to 160 dollars a month - my November bill was $140 - my Jan bill was $250!! For the same service.-when I attempted to adjust services online I was unable to do this independently or through the chat support I was directed to call in -I was on hold for 1 hour and **************************************************************************** 5-10 minutes. -then when I asked to speak to a manager to formally complain about the above concerns I was on hold for another 30 minutes - obviously they just want me to hang up and not complain.Concerns -telus is a large cooperation that is taking advantage of users of their service by preventing us form managing our own services and making it bery challenging to reach their employees to make the changes this is unacceptable and frankly and abuse of power.-regular pricing is too high service agreements are the only way to afford internet and that right there is abuse of the user. But they have a monopoly on the service. Its disgusting. At the very least they should notify prior to a large bill increase due to the end of a service agreement, but honestly if they are making money off the $70 a month internet how can they justify charging $169 for the same service ? Its immoral -if I didnt have access to a phone or minutes to wait on hold for an hour and twenty minutes or if I was vulnerable in some other way how could I be expected to have updated my account so that this didnt bankrupt me!?!? Shame on you Telus
Customer Answer
Date: 14/01/2025
Remedy would be apology and for Telus to make it easier to adjust your service agreement including stopping any service through online account and have way less than 1 hr wait time if you need to call in but you shouldnt have to call in.
also when a service agreement contract is going to expire Telus should have a duty to notify the account holder that this is happening and that the bill will be significantly higher without adjustment.
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
Initial Complaint
Date:14/01/2025
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.
My bill has been coming in higher than was promised for about 3 months. I have had to call in to change things and still keep getting the same issue.
Customer Answer
Date: 14/01/2025
Telus *************
Business Response
Date: 16/01/2025
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: 16/01/2025

Complaint: 22796979

I am rejecting this response because:
I do not have a record of a call from TELUS.
I have a record off one call from an unknown number during my work hours yesterday (Jan 15).
I do not know if that was Telus by the way ( from **********)

Sincerely,

****** Karkoh-*******
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:10/01/2025
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.
We find out through friends that Telus have preferred rates if you call in and ask for loyalty rates. These rates are not consistent and if you suggest stopping their service, there are even better rates. I cannot contact anyone in there higher management to tell me why this is. Also they now charge for replacement controls for satellite service, but if you threaten to again change providers, they will credit your account for this item. We are seniors and customers for many years. How many other seniors and general customers are being taken advantage of. Weve let as many of our friends and neighbors know as we possibly can. From the ones we have heard back from, they have adjustments made. Is this business practice acceptable?
Customer Answer
Date: 14/01/2025
We questioned our mthly land line rates as we learned from a friend that we shud receive a loyalty rate for the services we had and the length of time we have been customers. A substantial reduction was made. We later had to order a new remote for our satellite tv service. For the 1st time ever we were told there would be a $30 charge. We challenge this and a credit was give to off set this charge plus a further reduction would be given on our mthly rate. We spoke with others in our community and were given even lower quotes. Why as a long time customer not given the best rates without going through all this frustration? What are their best rates and why should they not have to publish this? Since we started with this issue, we have share this with many. So far those that we have heard back from have received adjustments. Is this policy accepted a s a good business practice. I believe Telus should advise all of there customers of their best rates. I would like to know if I am now receiving the best rates in writing from Telus. I have received 5 phone calls and cannot get an answer.
Business Response
Date: 15/01/2025
"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: 15/01/2025

Complaint: 22796112

I am rejecting this response because:they have not told me how we are to know why we are not notified of their changes in rates and only hear of changes from customers who challenge their rates and then there is not a consistent rate to all. 5 different calls from Telus have not been able to answer this question. Do they not have to advise their customers what there rates are?

Sincerely,

*** ******
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
Customer Answer
Date: 25/01/2025

Complaint: 22796112

I am rejecting this response because:
******, the Escalation Manager was to call me Sunday, January 19, between 11:00 & 11:30 AM . She did not call.
Sincerely,

*** ******
Business Response
Date: 30/01/2025
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:09/01/2025
Type:Delivery 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.
After years of slow internet speed and no permanent solution from Telus, on the 5th of January I called the Telus ****************** and after explaining my situation the Telus employee agreed that my modem needs to be changed and he made an order for the new modem, Wi-Fi 6, reference number **********. The agent also told me I wont need a technician because the modem is Plug and Play I can install it myself. I got an email from Telus stating that I have to return the old equipment until March 2025. On the 7th of January I contacted Telus customer service to ask for the order number to check it online and the agent told me my order has not been shipped but that I will need to schedule a visit from a technician because I will also need installed a Network Access Hub for the new modem and the first available date was 21st of January. The next day I received a package from Telus, the same old version modem Actiontec T3200M, with no email or calls from Telus regarding change of order or even a tracking number.Yesterday I called customer service, then loyalty department and both agents told me that my order was for a replacement of the old modem with the same old version modem. Im sure someone from Telus can listen to my conversations I had on the 5th and 7th, there is no doubt both me and the agents were talking about the new Wi-Fi 6 modem. So, someone from Telus thought that it is ok to change an order without letting the client ******* expectation is that my old modem should be replaced with the newer technology, as Ive already agreed upon with the loyalty department. The full explanation is in the pdf attached, it exceeds 2000 characters Thank you,******** *****
Business Response
Date: 14/01/2025
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: 14/01/2025

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:08/01/2025
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.
I hold a Power of Attorney for my 97-year-old mother, and this ongoing issue with Telus has persisted since the summer of 2024. Telus has been auto-debiting my mothers bank account every month since the start of her contract in November 2022, continuing through December ******* November 2022, we set up a "TELUS Health Medical Alert" account to provide her with a pendant for emergency situations. Despite adhering to the payment agreement, Telus threatened her with cancellation for non-payment during the summer of 2024. Then, in December 2024, they repeated the behaviortaking her money, cancelling her account, and subsequently threatening her with legal action while extorting two additional payments.After spending countless hours dealing with this incompetence last summer and now facing it again, I filed a complaint with the ****. Unfortunately, they proved ineffective, offering the baffling explanation that Telus Communications providing health monitoring services through their telecommunication system does not fall under the "telecommunication" scope of business because its categorized as a health monitoring contract.
Customer Answer
Date: 08/01/2025
I hold a Power of Attorney for my 97-year-old mother, and this ongoing issue with Telus has persisted since the summer of 2024. Telus has been auto-debiting my mothers bank account every month since the start of her contract in November 2022, continuing through December 2024. In November 2022, we set up a "TELUS Health Medical Alert" account to provide her with a pendant for emergency situations. Despite adhering to the payment agreement, Telus threatened her with cancellation for non-payment during the summer of 2024. Then, in December 2024, they repeated the behaviortaking her money, cancelling her account, and subsequently threatening her with legal action while extorting two additional payments. After spending countless hours dealing with this incompetence last summer and now facing it again, I filed a complaint with the ****. Unfortunately, they proved ineffective, offering the baffling explanation that Telus Communications providing health monitoring services through their telecommunication system does not fall under the "telecommunication" scope of business because its categorized as a health monitoring contract.

Customer Answer
Date: 08/01/2025
As you don't give an option anywhere to delete the request of $10,000 damages etc., this is my written request to remove that and insist on a written apology to my mother from Telus and the billing for next 24 months to be waived on her account.
Business Response
Date: 16/01/2025
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: 16/01/2025

Better Business Bureau:

As per our phone discussion in reference to complaint ID ******** I find this resolution is satisfactory to me. I chatted with the Telus *** and we came to an agreement whereas my mothers account would be reinstated and all fees for the first 12 months are waived. As her POA I was asked to supply two pieces of government photo ID to email them, which I am still working on. I also am still demanding a formal apology in writing to be made out to, and mailed to my mother via ***********. I prefer this case to remain "Active" until Telus fulfills their obligations.

Sincerely,

*** ***********
Initial Complaint
Date:06/01/2025
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.
I have been a long standing customer of ********************** for phone,tv,and internet services. After having multiple issues with poor quality service and having service technicians at my home on numerous occasions, I was very distressed when I received an extremely large bill in September 2024. I paid the bill and called Telus to find out why the bill had increased so dramatically. I was informed that my contract had expired and any promotion that had been on my previous bills had finished. I was offered new promotions to decrease my bill and had a credit applied to my following months bill. When I received my November bill, it was again above $300. So on December 01, 2024 I called Telus to again find out why the bill was so much and was informed that the last person I had spoken with had not entered the information into the system properly. At that point I requested that the service be disconnected. At this point I was informed that I had an exsisting security contract that was still in place and there would be a $100 disconnect fee. This was very confusing and concerning to me as I had never spoken with a representative about a security contract. When I renewed my contract 3 years ago, a security camera was included, but no other security devices were installed. At that time I was informed it was part of the contract I had signed. As I look back at the October bill with the discount, the Telus *** had (without my consent) renewed my security agreement at an increased price, had used a promotion attached to it to discount my October bill. Now Telus has charged me for the discount on my October bill on my November bill and have applied the cancellation refund to a December bill which should never have been billed as my services were discontinued on December 1, 2024 At this time they are billing me $410 plus a late fee for the November bill.
Business Response
Date: 11/01/2025
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: 15/01/2025

Complaint: 22768544

I am rejecting this response because:
As you can see, I have only received one call from Telus where they left a message for me to call a manager named ***** at the number: ***************************. (The unknown number in red above the 855 number is the call from Telus). As you can see from the photos of my cell phone calls, I have now tried to call this person 6 times and have left messages with each call, and Ive had no calls returned.

Sincerely,

******* *********
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:03/01/2025
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.
Hello,I had agreed for the Telus service for 122/CAD for internet and home security services at the price outlined in the term agreement on October 23, 2023.Also, I was told that all discounts would apply for 2 years, Telus account : ********* Please, see the agreement attached: However, Telus is charging me 155/CAD instead.Can you,please, review the agreement and reverse the payments those charged above the service charges agreed upon.Thank you.****** ***** cell: ************
Business Response
Date: 16/01/2025
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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Telus is NOT a BBB Accredited Business.