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.
293 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: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
Initial Complaint
Date:16/12/2024
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.
Telus sold me 3 mobility lines, referral ID ******. I was given a deal at that time, which can be seen in sales completion notes which i fetch from my resources. 3 lines $65+ taxes. But I never got such pricing and telus charged higher amounts other than promised price. Also, Home internet should be charged $55+taxes for Internet250 package. But I am paying more than that, attaching. I tried talking to loyalty Mobility they said call Loyalty home and both says they cannot do anything talk to other department. I am frustrated and done with telus, because telus offered me something and charging me something. I want back all the extra money charged to me from the day of activation till now plus fix my future billing with credits and apology for not solving the problem for more than 8 months. Attaching my bills and proof of sale agreement. They can reach me through email or my phone number **********.
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: 30/12/2024

Complaint: 22689038

I am rejecting this response because:

I am writing to express my dissatisfaction with the ongoing billing issue on my account. I have been charged double every month, and despite the initial promise of bill credits, I have not received any refunds or adjustments.

I contacted TELUS multiple times in the beginning, and each time I was assured that the refund would reflect on the next bill. Unfortunately, this has not happened, and the issue remains unresolved.

This situation has caused significant frustration and inconvenience, and I feel it is unfair and unwarranted. I kindly request that you address this matter immediately by refunding the overcharged amount and applying the promised bill credits.

I trust you will resolve this issue promptly. Please let me know if any additional details are required from my side.

Sincerely,

******** ***** ******
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:16/12/2024
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.
ADT Telus claimed I owe them $600 over a year ago. I worked with them and their collection agency to get invoices or proof of service. They were unable to give any documents. They sent it to collection agency. I worked with them and still no documentation. I understood the matter was closed, but now, months later the same attempt has been restarted and still no documentation. I will pay if there is proof of services. Now they are negatively affecting my credit rating. This needs to be settled.
Customer Answer
Date: 17/12/2024
I don't know what to give you.
I received numerous call from the agency hired by Telus to collect the $600 claim almost a year ago. I implored them to provide documentation support their claim but they have not provided any.
They told me last week that the unpaid $600 is still in their portfolio and that it was damaging my credit rating. I asked for documentation again. None provided.
I cannot reach Telus.
Can you help me to find out directly from Telus if they have a claim against me and if they have passed it to collection?
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: 30/12/2024

Complaint: 22684652

I am rejecting this response because the Telus statement that the matter has been discussed with me is false.

Sincerely,

******* ******
Business Response
Date: 02/01/2025
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: 02/01/2025

Complaint: 22684652

I am rejecting this response because:
The Telus response is not truthful.
My number is known to them. ************
Email is *****************************
There is no indication of an attempt to reach me.
Maybe it was an unidentified caller that did not answer when I picked up

Sincerely,

******* ******
Business Response
Date: 04/01/2025
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:12/12/2024
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.
Date of transaction: November 30, 2024 money I paid 38$ Monthly The business committed to providing me streaming service bundle of ***************** Telus TV, ******** at the cost of $38 a month. Every time I try to call them since November 30 theyve promised me a phone call, theyve promised to cancel my account and return the money to me, and they promised a phone call from my manager to fix the issue and none of what they have promised me has been delivered. Im still waiting for a phone call. Im still waiting for my account to be cancelled and I just want my money back and I want my debit card information erase so that they dont further charge me. Theyve made no effort to solve the problem and on their websites they are 100s of people reporting the same issues with no results
Business Response
Date: 19/12/2024
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:12/12/2024
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 have had their Security System for 7 sevens year. The last two months the system hasn&#**;t been working. The control panel in the house isn&#**;t working. They have promising me a technician in three weeks. I have tried reaching them several time with no response. If I can&#**;t get service I asked them cancel me and they told me I would need to pay them over $600.00 to cancel my service. I want them to come out to repair my equipment..
Business Response
Date: 18/12/2024
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,
TELUS Manager
Initial Complaint
Date:11/12/2024
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.
For the last 2 years I have been paying for telus high speed internet. My tenants in my legal basement suite have also been paying for his own account. I recently canceled telus and when I sent their equipment back my tenant lost his service. The tech my tenant called to resolve his internet loss called confirmed telus was running both accounts off the same equipment which would degrade our service which would explain the poor internet service yet charging us both separately. Further to that I just found out that a new telus tech came to install equipment in my tenants suite today to fix his internet and without permission the tech drilled holes in my walls and siding. This is a new house and this is unacceptable.
Customer Answer
Date: 12/12/2024
My tenant and I have each been paying for separate high speed internet service for over 2 years. The service has been very poor and slow and as per the original tech from Telus that came to trouble shoot the problem for my tenants the service would have been degraded from us running off the same equipment. My tenant has made his own complaint to telus but as I am no longer a customer they are telling me there is little they will do. I believe half the internet fee over the last 2 years would be a fair compensation as it would appear I was getting half the service I was paying for. Internet alone was $100/month so compensation of 1200 for 24 months of half service would be fair.
The second issue is the unauthorized install of their line yesterday through my exterior siding and interior wall. This is a new house that is now damaged because the Telus installer chose to proceed without permission when I wasn't home. We have a media panel and wires inside the house that serviced telus customers in our basement suite in the past this damage was 100% unnecessary and unauthorized. They need to remove the line and repair my siding and wall. Unfortunately there will be no way to repair the siding without reinstalling the entire siding of the house to match so I am not sure what the answer is here possibly monetary compensation.
Business Response
Date: 19/12/2024
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
Initial Complaint
Date:11/12/2024
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 run a home based business and have been without business internet for over a month.
Business Response
Date: 19/12/2024
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:11/12/2024
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 called to cancel my account and return the equipment before I left for my apartment in ******* in September. They talked me into a vacation hold for$35.00 per month. The month of November they billed the full monthly charge. I called to dispute the charges. They gave some discounts and I thought we were finished. Today I received a bill for $340.00. I dont trust this company and have had a series of bad experiences. I cancelled my auto payments and will not authorize until this is made right. Very disappointed in Telus and their representatives. Im senior and not only in this extremely stressful but quite wrong.
Customer Answer
Date: 11/12/2024
Telus ************** Internet and TV placed on hold from October to April for an agreed on fee of $35.00 per month. The first month they billed then regular amount. I called and they said it was corrected. This month yesterday I was billed $347.
Business Response
Date: 19/12/2024
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
Initial Complaint
Date:11/12/2024
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.
Contacted Telus on Monday Dec 02 2024 to report a service disruption that a call center employee diagnosed as involving an outdated and malfunctioning modem. Technician did not arrive as scheduled on Tuesday Dec 03. Cancelled patients in anticipation of a Friday visit but technician has ceased correspondence. Still without internet service at my psychology practice.
Business Response
Date: 17/12/2024
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
Initial Complaint
Date:10/12/2024
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.
In September 2024, I signed up for TELUS Secure Business, but my experience has been filled with delays, miscommunication, and unmet promises. My services are still not functioning as agreed, and TELUS has failed to resolve my concerns.The installation was delayed multiple times, causing disruptions to my business. When the service was finally installed, several issues arose:Camera Issue: I was told I could have up to 8 cameras, but the system only supports 4.Account Issues: ********************** representatives are unable to locate my account during support calls, leading to dropped calls and unresolved problems.Unfulfilled Promises: TELUS promised 4 free months of service and a Smart Hub promotion, but I am still being billed, and these promises remain ************** Follow-Up: Despite being assured that my concerns were being addressed, TELUS has not followed up with any updates or resolutions.This situation has disrupted my business, caused me to purchase additional equipment, and left me without critical services. I have made multiple attempts to resolve the issues, but TELUS has not provided satisfactory solutions.
Customer Answer
Date: 10/12/2024
I would like to speak with someone in management from Telus Business
Business Response
Date: 19/12/2024
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

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Telus is NOT a BBB Accredited Business.