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.
292 complaints closed in the last 12 months.

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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:10/12/2024
Type:Service or Repair 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.
Approximately two weeks ago, Telus added ******* to my Legacy account. When doing this, they somehow created an error with my South Asian channels. After countless times of calling and trying to troubleshoot with Tech level 1, level 2 and customer service agents, I still have an issue as they cannot repair on their end. During the same time as the ******* add on, an assigned Manager named ******* **********************************) was assigned to assist me. She closed the case once ******* was added and asked me to contact her if I experienced any issues going forward. I explained to Manager ******* that for years, I have had to call Telus every month or so with some issue regarding my tv/internet service, on hold/troubleshooting for countless hours, missing work when a Tech is sent to my home (at my cost of $250 per day) and wanted it rectified once and for all. This clearly did not happen.Within last week and today, I was told by three different representatives that she was in the office and they would message her internally requesting a call back. I also left three voicemail messages without getting a call back as promised.
Business Response
Date: 18/12/2024
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: 18/12/2024

Complaint: 22664066

I am rejecting this response because although I've been contacted by a manager, nothing has been resolved yet.
Sincerely,

***** ****
Business Response
Date: 26/12/2024
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: 22664066

I am rejecting this response because I have recently noticed that my bill has increased to a number not agreed upon. Also, the initial complaint had not been dealt with yet.

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
Customer Answer
Date: 07/01/2025

Complaint: 22664066

I am rejecting this response because:
My services are still not working.

Sincerely,

***** ****
Initial Complaint
Date:06/12/2024
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.
On May 27 2024 I had a telus technician install optik tv,home phone and internet.about 1 week later I spoke a lady in customer service about the very poor sound quality on my tv ( total distortion some channels no sound at all) Her name was "******".I also said I would like the channel package changed. She said of course we don't expect you to pay until you are completely happy with our service. Your bill will be adjusted accordingly. She put me through to technical service,they sent a second tv box which I could not get to work at all. To shorten my story, they disconnected everything Augest 31 2024 and billing me up to November 2024. They my account to a collection agency for around 1200 + dollars.I am not willing to pay for a service I did not receive. I have not been able to speak to a live person since. If I could just speak to "******" in customer service I am sure this all be resolved. My cell # is ************.They want me to return their equipment which is very difficult for me as I am a disabled senior. I just want a working service. Yours truly, ***** Paul ***************
Business Response
Date: 12/12/2024
Hi ********, A TELUS manager has attempted to reach the customerwith no success. We have closed this complaint as we were unable to reach the customer. Thank you, ********************** Manager
Customer Answer
Date: 13/12/2024

Complaint: 22647731

I am rejecting this response because:
I was unable to return their phone calls due to medical reasons.i would appreciate a further opportunity to do so.
Sincerely,

***** "****" ****
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:03/12/2024
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.
Please keep in mind this claim is after Telus as a WHOLE not the location I'm claiming above.Several months ago we were approached by a door to door man named ***** working with Telus. He old us on Internet and 2 phone lines for $204 per month along with **** services package that would be free for a year. Meaning we would get a camera and some other little bells and whistles free for a year. After the year if we wanted to keep it we were told the subscription was under $20 or so. Great! We go ahead and it all falls apart from there. A month goes by and we still never receive a modem for Internet. We are getting charged $400 for 2 phone lines NO internet and **** Services that we did NOT sign up for? What happened. I call Telus cannot get through for several hours. I text ***** and he of course no longer woks there. GREAT... Another few weeks go by and we still do not have internet. They never set it up. The file has been completely wrong from the gecko so I am sorry but I'm not paying you for incorrect services. Make the adjustment and I"ll pay. Which is what we did. We have phones so I paid what we owed for the phones. Which once I finally got ahold of someone days later paid the phone bill only and ONLY paid what i OWED. Around $136 i believe. They wanted $400 for something I DO NOT HAVE. Still no internet and still being charged for a free home services plan. We decided to leave. immediately. They couldn't figure it out. It has been months. I've told them we dont HAVE A HOME SERVICES ACCOUNT IT WAS FREE CHECK YOUR QUALITY recorded calls to find what YOUR employee said and please leave us alone. If I find out we have been sent to collections I will be livid. I personally have NEVER made a BBB claim and I have NEVER had an experience so bad in my life. They can't amnswer simple questions and they transfer you to a "new department" for every question. They can't view any notes on the file because they don't have access. It's just ridiculous and I'm done.
Business Response
Date: 13/12/2024
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:27/11/2024
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.
We have had problems with charges for a specialty sports channel, being charged to our TV bill. The ********** ICE package has been auto renewed on our bill for the last 3 years despite requesting it be terminated. We then have to phone Telus and get them to make the adjustment for the quarterly payments that keep getting charged. Every time they make the credit, they claim that they will monitor it and make sure that it doesn't show up again, yet it still does. We have also had issues with some pay per view items being charged to our account after we have disabled that feature from our service and password locked it. It is terribly time consuming and frustrating to have to go through this month after month during the hockey season. Attached is a copy of the most recent bill.
Business Response
Date: 29/11/2024
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
Customer Answer
Date: 04/12/2024

Complaint: 22612404

I am rejecting this response because: A person from Telus (***) called twice in a ************************************************************************************* on the phone. I have since responded back to them as there has been no resolution to my original billing problem (Case#*******) . I am looking for a removal of the charges to my bill as they had promised to do.

Sincerely,

*** ****
Business Response
Date: 06/12/2024
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: 09/12/2024

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:26/11/2024
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.
We had internet installed by Telus on November 1st, 2024. It worked for 2 weeks, and then cut out completely. We contacted customer service and had an appointment for November 18th. The technician failed to properly re-install the equipment (confirmed by Telus technical support), stating it was "an issue with the building" (which was not true, confirmed by Telus tech support) and we've been without internet now for two weeks. I've called customer service almost everyday since to get answers, and they've passed me from department to department. I finally was able to get CS to book me an appointment with a tech, as they refused to send anyone to help (stating they need to escalate the matter internally). I had an appointment for today, Nov 26, 2024, with a 9-11am window. I recieved a text from their automated system saying that "due to unforeseen circumstances, the tech will arrive at any time during the day, but will give a 15 minute call ahead to let them know they are on their way". I was waiting for the call, then at 11:30am, I receive a text saying that the appointment was cancelled. I called customer service again, and they said the technician left because no one answered their call and now they're far enough away from my residence that they won't be coming back. I never recieved a call from their tech, so I told this to customer service while I'm absolute tears of frustration and he said "we're supposed to take our Tech's word. But I'll believe you this time". They told me they can't get another tech in until tomorrow with a window of 11am-1pm. This has been impacting my work and my mental health dealing with all of this.
Business Response
Date: 03/12/2024
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:25/11/2024
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.
2 year renew for home phone, TV and internet. I was told verably ****** a month. I used to have a email address but haven't had one for some time. This renewal was oct 2022 to oct2024. The problem started when my husband phoned in to see about a black Friday promotion last Wednesday. When asked about promotion for existing customers he was told the it couldn't be done because of a over do balance of ******. The claim I was supposed to be ****** a month. And also missed 2 payments plus the contract ended in October of 2024. I made a payment for November of ****** not realizing the contract was over. But for month of November I was charged full price for the package because it was not renewed. Now they have renewed I package for 2 years but they want all money in arrears paid now. I have all payments and confirmation #'s from the bank on every payment for the last 2 years. No payments missing. And not one phone call to my home # ********** to tell me all this. I have no computer for along time now so email address and they my home phone number. You think someone would have called to let me know. I had no Idea I was behind that's what they quoted me 162 a month. I am willing to pay some of the over due amount monthly and have made a 40 dollar payment already to that. But will not for 2 months of missed payments that they say. I have all my payment records. But they want it all they right iam wrong according to them. I am ********** senior and my income is fixed and I can't afford to do that but the won't listen. And another problem is I am always dealing with someone from the ***********. I thought telus was a Alberta based company. Very very frustrated. Thank-you for listening to my complaint ***** ****.
Business Response
Date: 28/11/2024
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: 29/11/2024

Complaint: 22603201

I am rejecting this response because:telus manager was in touch but I still don't agree to their charges. I asked them to email a break down of the charges so I can see where they are getting these amounts they are just throwing figures a me. They say they are going to take 300 dollars off the bill but they say I still owe over 300.i want to see a break down before I agree to any thing. Still waiting for that email. Thanks ***** Cook

Sincerely,

***** ****
Business Response
Date: 08/12/2024
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
Customer Answer
Date: 09/12/2024

Complaint: 22603201

I am rejecting this response because:

Sincerely,

***** **** I am the one that was waiting for *** the escalation manager to call. I phoned him several times after I had talked to him but he didn't return any calls. All I wanted was for him to email a breakdown of how they were coming up the figures for the over due balance. He did say that he was taking 300 dollars off the **** and that would bring it down to 365 dollars still owning. Just wanted a breakdown I don't think that was too much too ask for. But he didn't responded. I finally got hold of another manager and got things straighten out so I thought, then the other night another manager called and talking about the **** said I owed 162 dollars more. I said had talked with another manager got things straighten out . But the person said still owed 162 dollars more. I got mad and hung up. I don't what type of a accounting system but it is terrible. One manager doesn't know what the other is telling people. And the worst thing for me is have no confirmation on anything just word of mouth. So iam doing what the manager said and making my monthly payments for package and what ever I can afford to each month on the over due balance. I don't want to talk to them anymore each one has a different over due amount. It is absolutely a nightmare dealing with them.
Business Response
Date: 10/12/2024
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: 11/12/2024

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:25/11/2024
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.
Hello Account: ********** **** *********** I am filing this complaint on behalf of my parents. They have paid their monthly bill on time every month. Proof attached. Then randomly TELUS is stating they did not receive payment and sent a massive bill. My parents have talked to TELUS numerous times to provide proof of payment but they are not willing to work with them. TELUS instead of working with my parents to come to a solution, sent their account to collections. They are retired and do not have extra money to throw away. THey have wasted hours on this. I would like to know what can be done here
Customer Answer
Date: 26/11/2024
Please see the attached letter signed by ********** Brar
Business Response
Date: 03/12/2024
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: 10/12/2024

Complaint: 22602781

I am rejecting this response because: They called my daughter (********* ****) and would not talk to her. She provided them with my number and they have not bothered to call me to resolve. The person that called my daughter was very rude and would not even listen to my daughter.

Sincerely,

********** ****
Business Response
Date: 18/12/2024
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: 24/12/2024

Complaint: 22602781

I am rejecting this response because: Telus keeps on saying they will reach out and resolve but no one has ever made an attempt. Why would they continue to say this and not actually try to call and help

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
Customer Answer
Date: 09/01/2025

Complaint: 22602781

I am rejecting this response because: the TELUS *** called and asked for proof. It was emailed to ***************************************** Attn: yellow ETS *******. She called again today saying she can't help anymore as the account has been referred to collections. TELUS IS NOT EVEN WILLING TO LOOK INTO THIS KNOWING THEY COULD BE WRONG

Sincerely,

********** ****
Business Response
Date: 16/01/2025
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

Complaint: 22602781

I am rejecting this response because: no one from Telus has tried to handle my concern. This is getting out of hand. They called and said they cannot help.

Sincerely,

********** ****
Initial Complaint
Date:25/11/2024
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.
On September 22nd, 2022 or sometime very close to then I purchased a phone at Telus (******************************************************************************) with a promotion on at the time to sign up for a free trial for Telus home security and receive a $50 instore credit. I obliged and gave them all the details to send me this free camera trial. I did not receive the camera package at all, and come October I get billed for a $100 "self install fee" I wasn't told about and the monthly bill for the cameras. I reached out and told them I did not receive the cameras, and that nobody told me about the $100 fee. I recall being told not to worry about it and that since I didn't want them anymore that they would take care of all the charges. Next month (November) I receive a bill for $1403.52 which included the previous months bill and a $1225 alarm cancellation fee (for a camera system free trial I never received). I went instore and spoke with a *** who told me that many people had problems with the launch of their home security and that they'd "take care of it" (I realize I should have had something in writing). Jump to present day and I'm being chased by **** (*********************************************************************************) for a debt of $3127.20 as of October 16th (last letter stating how much I "owe") and after contacting both Telus and ACRM neither seem to be able to help me. Telus after several attempts on their customer service line telling me theres nothing they can do, even arguing with me one person told me that they seen a note or something on my account about never receiving the cameras and that I should call ACRM and tell them I want to dispute it, after doing so **** never gave me any information so I called telus back and they told me to wait about 30 days. The next day I get a call from **** trying to collect and the agent on the phone has no idea I asked to dispute my case. Its been a while since I've heard from anyone and this is causing me much stress and anxiety but none of these corps wanna help me
Business Response
Date: 03/12/2024
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:25/11/2024
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 was sold services by a representative of Telus who came to my door/home for two mobile, one home internet and security services in Sep. 2023. He explained the services and costs to me well and I agreed to the price(s) and services for a term of two ******* July 2024, Telus removed some of the promotional charges which caused a significant increase my mobile service costs and a minor increase to another service. The practices of Telus - sales and post-sales - are misleading and deceptive.What are my options as a consumer, where can I turn to for consumer protection support?Thank you.
Business Response
Date: 03/12/2024
Hi ********, A TELUS manager has attempted to reach the custome with no success. We have closed this complaint as we were unable to reach the customer. Thank you, ********************** Manager
Initial Complaint
Date:22/11/2024
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.
Telus offered a promotion for us to switch from **** to their services. The agreement was Telus would offer better pricing and services. Neither has happened. Their customer service, support and resolution has acknowledged my concerns but did not offer to resovle the issue. They are also not offering to cancel the service without penalty.
Business Response
Date: 29/11/2024
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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