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.
292 complaints closed in the last 12 months.

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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:03/01/2025
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 get my internet through Telus. They had recently raised their prices on my contract so I went to cancel. Their retention's agent got me a deal I was happy with so I didn't cancel. Afterwards, they tried to send a service technician out which i refused multiple times. Now on my November bill there is a $175 charge for a technician visit. Again, no service technician visited, I did not request a technician, nor did I need one.
Business Response
Date: 10/01/2025
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:

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

Sincerely,

***** Langkaas
Initial Complaint
Date:30/12/2024
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 recently had home services with Telus. I also have my mobility services with them as well.Recently I moved and called Telus to cancel my home services as they wouldnt honour the same price as I was receiving. No where was I asked for my new address on the call. I checked the mailbox at my old address for a whole month as I paid rent on two places for the month of November. Due to Telus being incredibly slow, I only got a email notification on December 16th that I was receiving a refund. Again no where was I told anything on how the refunds work. I thought they would apply it to my mobility account. When I realized that wasnt happening I called Telus to inquire about my refund. They informed me a cheque was sent to my old address ( with a mail strike). I asked if they can please cancel and reissue the cheque to my new mailing address and I was told no. I was informed they can cancel the cheque and send it back to the old address!!! I do not have access to the apartment building nor the leasing office will monitor that mailbox. I explained my situation to Telus and they still said they cant help me. It is completely illegal for Telus to keep my money! That is my money that they owe me!
Business Response
Date: 06/01/2025
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:30/12/2024
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.
The nature of the dispute:It is all about a vacation disconnect or temporary suspension of service, as we departed ****** for the *********** on Oct 3/24 after giving TELUS notice of this and also that our planned return is in April 2025, however the bills keep coming, so I put a spot payment on them thru my bank. I don't why this is happening as I have done this a number of times in the past with no problems so it's not new. It is impossible to send TELUS an email and their chat line I find is useless run on AI no human touch. In fact, they contact me and other individuals via email but it's impossible to contact them via email. For a communication company they are difficult to contact! I would prefer any reply via email. Please advise.
Customer Answer
Date: 30/12/2024

In response to your question, I requested a Vacation Disconnect or Temporary Suspension of Service for TELUS ************ commencing Oct 4, 2024
until April 13, 2025.
Business Response
Date: 02/01/2025
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:30/12/2024
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.
Approximately 3 years ago we purchased Telus Smart Home Security. We were assured the system did not require internet service to work. We travel during the winter and want to put our internet on vacation hold to save money. Telus customer service agents refuse to put our internet on vacation hold because they now say the system requires internet to function. I proved to an agent it does not (he turned the internet off, I armed our system, opened the door and he heard the alarm system turn on). My bill since November reflects the full internet charge which I should not have to pay. **************** agents cannot assist. I ask to have the issue escalated and there are promises about call backs from a manager, yet no action. I have spoken with so many agents in the past 2 months I have lost track. Someone from the escalation team called today and left an unintelligible message. Her English was so poor I could not understand what she was trying to say. She did not leave a call back number, the number she called from cannot be called back. She said something about sending me a textI do not have a cell phone. This is the worst customer service I have ever experienced. How do I solve this? I should not have to pay for a service I do not need.
Business Response
Date: 06/01/2025
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: 06/01/2025

Complaint: 22734580

I am rejecting this response because:
There has been no effort to contact me. They may have tried my home number in ****** but this whole issue revolves around the fact that I am currently out of the country. They need to call ************ which I have repeatedly told customer service agents. There has been no attempt to contact me by e-mail. Prior to lodging my complaint with the BBB we received one message from a manager (one, after several promises) and the individual could not be understood on our answering machine as her English was incomprehensible and she did not leave a call back number. She said something about textingwe do not have a mobile phone! Can someone from Telus not contact me via e-mail and establish a time to connect by phone?
Sincerely,
***** ******
****************************
Business Response
Date: 13/01/2025
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: 23/01/2025

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:30/12/2024
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 had two suspicious returns that Telus says. In my banking account going back to the dates I have no payments returned what so ever. The bank Im dealing with *** had for more then two years. I even looked into the account with an financial advisor. This has been on going for almost a monfn with no answers. Ive had to call many times for follow *** and I get no answers. Now they are requesting for me to pay the outstanding balance in order for me to keep my services. Which I think is unfair. One manager called me today saying if it all turned out in my favor I would get credited back which I thought was a rude way to take care of the situation. I requested that in the meantime this investigation is on going that services should not get interrupt the manager kept saying I cant do anything. When its telus favor and want to charge clients more they are quick but when its a client having issues they are not quick to respond.
Customer Answer
Date: 02/01/2025
Telus home services
I have three account with **********************. Never had an issue. Till now and the way they want to resolve the issue felt it wasnt fair especially coming from an escalation manager.

This account also has cable, internet and home secruity.
Business Response
Date: 09/01/2025
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,
********************** Manager

Customer Answer
Date: 09/01/2025

Complaint: 22729323

I am rejecting this response because: No one has reached out to me, explaining as to why two payments were returned and fixing the matter. Im still waiting to hear back from Telus with an explaination as to what happened and how they will fix this matter. Ive called Telus multiple times to follow up, And Im tired of calling because every time I call I have to explain the story over 10 times to 10 different people and nobody can give me an answer.

Sincerely,

******* ******
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: 18/01/2025

Complaint: 22729323

I am rejecting this response because: The escalation manager was not helpful in any way. This escalation manager says I paid with a credit card which is not true I pay from my bank account but he insisted I talk to the credit card company. Not sure which one if I dont own a credit card.
He did not want hear me at all.
Sincerely,

******* ******
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
Initial Complaint
Date:30/12/2024
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.
Im reporting this for my mother.Background: Telus came around a few years ago and asked to install fibre to my mom's house. They were very persuasive and there was no cost/contract requirements. She never switched and never used it. A few years later a windstorm knocked the line down, Telus came and tried to fix it but couldnt so they simply cut the line at the mast but kept the box etc on the house. There was no charge for this.Problem: My mom wants to get her house painted and so wanted the un-used box removed from her house. It has a lock on it so she called Telus to come remove it (this of course was an ordeal itself). A technician came and removed it which only took a few mins. Unfortunately soon after she had a surprise on her alarm bill (which is the only Telus service she has). They charged her $200 to come remove their broken, unused connection. She called to ask about the charge and they claimed they told her there would be a cost which of course she disagrees. If we had known there was a cost, I could have simply cut open the box and removed it myself (I don't live in the same city). Normally, that is not the type of behaviour service companies promote.
Business Response
Date: 20/01/2025
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: 23/01/2025

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:23/12/2024
Type:Sales and Advertising 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 taken telus home security from agent who came to my house. I informed when taking contract that I have to leave country in an year and can I cancel this at that time and he did inform me that I can. Now when I talk to agents they tell that I have to pay 35$ per month penalty to cancel. Agent just lied to me for his commissions and now I have to pay penalty and this move was planned way beyond I took contract. He only told me verbally so I don't have proofs.
Business Response
Date: 25/12/2024
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: 30/12/2024

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:23/12/2024
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.
This complaint is regarding Telus smarthome security. Basically, Telus provided smoke detector malfunctioned that triggered 3 alarms. *************** dispatched to my house. Luckily, there wasnt actual fire or smoke, however I got 3 alarm fines invoice from fire department for false alarm. I reached out to Telus to ask for reimbursement, but was refused. I then asked to escalate my case to management. One of a manager her name is **** she has my case (case#*******), but she still hasnt resolve my issue since then. I cant reach to her either. My point is all of this happened was caused by the malfunction smoke detector, I dont understand why Telus wont take responsibility to compensate their customer and rather let an individual family take the hit of 795 dollars fines.
Business Response
Date: 30/12/2024
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: 07/01/2025

Complaint: 22718042

I am rejecting this response because: I have had trying to contact Telus to resolve the issue since september 2024. That is why I reach out to Better Business Bureau seeking for help. I don't see they make any effort to contact me, even I told them I prefer email. I can't answer the phone call when I am working, and when I call them back they never answer. I left voicemail and also no call back. Please ask Telus contact me by email.

Sincerely,

***** ****
Business Response
Date: 14/01/2025
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: 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:18/12/2024
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.
Switched to Telus from ****( big mistake). Equipment and technology is deficient and customer service was horrible. After 2 years mutually( I thought) parted ways. Could not return equipment in person, one must use Canada post(good luck) which I ultimately did. After service ended was given a $957 parting bill( was told that the account was paid prior to disconnection, monthly bill$165), ultimately went to collections as Telus customer service is non existent. Its all AI chatbots which only asks certain questions. The amount of time spent trying to get answers from this company is inconceivable. It feels that their whole business plan is to never get to the route of the problem, just forward you to another chat bot or hold on another ***** call that keeps you in endless holds and loops. Eventually all must pay whatever Telus determines as you will never get to the root problem and Telus has no interest or integrity of providing a quality product.
Business Response
Date: 25/12/2024
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:17/12/2024
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 May of 2024, I signed up for a 2 year contract for my home phone, internet and TV services with Telus. I have been a loyal Telus customer for more than 15+ years and had multiple 2 year contracts before.I used to trust Telus and recommend them to others and also signed onto mobility with Telus for 3 of my family in the past ************************************************************** May 2024, TV and Internet have not functioned correctly technically and several services were changed that I had not requested. Finally a manager did try to remedy my situation in August but closed my case prematurely and my TV box continued to disfunction intermittently. Since September, Telus has had no-shows and kept me waiting hours for tech support; booked appointments, and manager promised call-backs.Telus is also overcharging me multiple times for service calls that had to do with Teluss own equipment malfunctions and back-of-house system configurations that I have no control over repairing myself. During these repairs, my billing was changed and I am now being overcharged from the amount I was supposed to pay as of August when the manager set up a loyalty contract correctly. In addition I am being charged $20 monthly for using my own Apple Family account on my ********************** TV box when the manager was aware I already pay for this through Apple Family. These charges to date are over $650 in one time and ongoing as of my last bill.Since September I have called Telus loyalty team front-line who are not mandated to resolve this. I have waited for managers and staff for minimum 64 hours during these calls that I have documented. I am sure it is actually more.I currently have not reached final resolution with Telus as of Dec 17, 2024 for issues started since May 2, 2024. One manager did attempt to resolve some and reverse some erroneous charges between May and August. At this point, I see few options other than going outside Telus for resolution and service.
Business Response
Date: 24/12/2024
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: 02/01/2025

Complaint: 22699019

I am rejecting this response because:
All of the issues have not been resolved. Telus has started a process but not fully addressed the major concerns.
Problem 1 - internet signal drops: I did receive a visit by a technician and still need to monitor the internet problem to determine if that has been resolved.
Problem 2 - missing channels: I have let the manager that at least one of more of the tv channels I used to get seem to have been discontinued. She indicated she would review it and get back to me on how this will be addressed. I have not spoken to her and several channels seem to still be missing from my service that was in place in august,
Problem 3 - significant over billing - I also dont know if the October bill overcharges have been reversed.
I would like to ensure that my overcharges have been refunded in full and services have been reinstated before my complaint is closed.
thank you
Sincerely,

******** ******
Business Response
Date: 10/01/2025
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.