We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Telephones

Telus

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telephones.

Complaints

This profile includes complaints for Telus's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Telus has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Telus

      100 510 W Georgia St Vancouver, BC V6B 0M3

    • Telus

      810-201 Portage Ave. Winnipeg, MB R3B 3K6

    • Telus

      826 Yates St Victoria, BC V8W 2H9

    • Telus

      788 Beatty St FORMER: complaint Vancouver, BC V6B 2M1

    • Vivint Canada

      n/a Cornwall, ON K6H 5R6

    Customer Complaints Summary

    • 859 total complaints in the last 3 years.
    • 295 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:22/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 a Telus fibre contract. They are unable to provide me services and have not for two weeks. No refund. Oct 23- scheduled a move for Nov 8. 2 *****s told me I cannot have fibre internet despite other units in building having it. 3rd ***** books and appointment for Nov 17 as delay due to previous ***** incompetence. Nov 17- tech comes, wrong info given by Telus and cannot install. Nov 18 tech comes, again booked for wrong task and leaves. Many hours on phone with customer, tech support who know nothing, book appointment for correct task Nov 21 3-5pm. No one comes. Am told by separate *****s that both they phoned and left message or that no one was assigned the appointment at all (someone is lying, cant both be true). More hours spent on the phone and apparently next available time is Dec 3. No refund for lack of provided services has been given despite asking. Customer support says tech support needs to handle, tech support says no its customer support. They do not seem to have any history on account and I have to keep repeating the whole story and yet no one can come connect fibre to my unit.

      Business Response

      Date: 28/11/2024

      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,

    • Initial Complaint

      Date:20/11/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Suspicious activity on customer's account leading to higher charges. Telus has not taken steps to address possible fraud. Customer has not succeeded in talking to a fraud agent, despite requesting a call back. Telus is not treating the matter seriously.

      Customer Answer

      Date: 20/11/2024

      Telus home services (TV package)

      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

    • Initial Complaint

      Date:20/11/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Some how my Telus account was hacked and I have spent hours (I mean 50+ hours) on the phone with them over the last 6 months trying to get this sorted out and they are not doing anything about it. Someone keeps stealing my rewards points, ordering equipment, changing my contact info, adding email addresses/phone numbers to my account that are not mine and changing my PIN. My daughter has been helping with this as it has put me in a lot of distress. Every time time I talk to them they tell me something different and say i need to talk to their IT people or their fraud department but then the next time they say there is no fraud department or say it was me that called in to change the information. I do not click on links in texts or emails I get from Telus and always call the main line to talk to someone. They supposedly have notes all over my account saying be extra vigilant due to the security breach, but it has happened multiple times in the last two weeks. How can this keep happening? My computer has been scanned for spyware/malware. They are a national corporation that deals with security issues every day.

      Business Response

      Date: 22/11/2024

      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

    • Initial Complaint

      Date:19/11/2024

      Type:Billing Issues
      Status:
      Resolved
      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 keeps billing me for a service I did not order and do not use.I had no Telus services in the past 25 years. I cannot access Telus account *********** believe this account belongs to another person who I do not know and who lives at another address.I reported this wrongful billing several times to Telus and was assured it would stop. Today I received another email bill from Telus. See attachment.

      Business Response

      Date: 22/11/2024

      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: 25/11/2024

       
      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 at this time.

      ****** with the Telus Privacy Team ***************) called and assured me that the bill sent to my email would be cancelled and I will not be billed again.

      However, if Telus continues to bill me for services I did not order and do not use, I reserve the right to initiate an new complaint with the BBB. 

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:19/11/2024

      Type:Product Issues
      Status:
      Answered
      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 Telus ************ for Internet 75 is to provide speeds of 75 mbps. Telus provides 25 mbps as tested by Telus technical service Spent 3 hours on the phone to reach Technical support,.customer service and *************** NO positive steps abd results to deliver and provide the 75 mbps service I have been paying for since renewing August 2024.I have been threatened with hefty fines if I cancel. ************* is not available to my building. I asked to TRY 150 ************ to correct the problem. That is a service that will cost me $100 additional to my $50 / month Internet 75 that provides 25 ************. Still no one from any department will help correct the slow service .If Telus cannot correct the problem, I want to cancel services.

      Business Response

      Date: 26/11/2024

      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

    • Initial Complaint

      Date:19/11/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Ive been a loyal Telus customer for many years, my bill for internet and television has been $134.00 for over 3 years yesterdays bill was $186 and change with no explanation. There seems to be no way that I can communicate with their company. AI seems to be their first line of defence or choice. Help

      Business Response

      Date: 22/11/2024

      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

    • Initial Complaint

      Date:19/11/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 submitted a complaint with the BBB against this business more than a week ago without response from the BBB or Telus. A supervisor from the loyalty department actually threatened the cost of my plan if I did not back off on my complaint, stating he was merely conveying what actions will be taken from another Telus team. I have a grandfathered account which is not to be touched (as per Telus Managers from the past), but cannot get proper service without updating my account. ********************** offers no resolution or price adjustment to honor their previous contractual agreement and I am paying for a service that Telus is not fulfilling as per this contract.

      Customer Answer

      Date: 19/11/2024

      Telus home account is what this complaint is about.

      Business Response

      Date: 28/11/2024

      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

      Customer Answer

      Date: 29/11/2024

       
      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:15/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am submitting a complaint regarding TELUSs mishandling of my internet service migration, which has caused significant inconvenience, work disruptions, and emotional distress.I had requested a service migration well in advance, and the installation at my new residence was completed on November 8th. Initially, both addresses had working internet, but on November 11th, both connections suddenly stopped, leaving me with no service at either location. Since then, I have completely moved into my new home, but the internet remains down.I called TELUS, and a technician visited on Wednesday. He identified that the issue was an internal account problem and contacted TELUS directly, assuring me the service would be restored within two hours. However, the internet was not fixed. The next morning, I called TELUS again and was told to wait another 24 hours, but even after waiting, there has been no change, and I still do not know when service will be restored. The lack of communication and continuous delays have left me feeling extremely frustrated and uncertain about how long this will continue.The ongoing outage has severely impacted my ability to work from home. I have missed crucial meetings and fallen behind on important tasks, causing dissatisfaction from my supervisor and significant stress about potential job repercussions. The stress of managing the move while dealing with unresolved internet issues has further worsened my mood and overall well-being, making this situation unbearable.Resolution Requested:1.Immediate restoration of internet service at my new *************** month of free internet service to compensate for the extended outage and inconvenience.3.A $100 credit in the form of a cheque for the professional disruptions, emotional distress, and the overall inconvenience I have endured.I kindly ask the BBB to assist in ensuring TELUS takes urgent and appropriate action to resolve this issue and provide the requested compensation.Thank you

      Business Response

      Date: 18/11/2024

      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

    • Initial Complaint

      Date:12/11/2024

      Type:Order Issues
      Status:
      Answered
      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 against Telus ******************** not against a specific Telus store in *********. On Monday, Nov 4th, I called Telus to renew my internet contract. After a lengthy review of the available plans, I was offered $35/month +tax for 24 months. This was a plan he stated I was eligible for after consulting with his supervisor. I was told to call back if I did not see the renewed contract details reflected on my account within 24 hours.On Saturday, Nov 9th, I saw that the changes were not yet reflected on my account. I called in to resolve the matter and I was told that while there was written documentation of the verbal agreement I entered into on file, this was not something they were willing to honour because their sales representative had made a mistake in offering me the contract to begin with. They stated that the best they could offer me is $65/month +tax for 24 months.Given this is a difference of $720 over a 2-year term, I would like to file a complaint based on my rights under the consumer protection act. I have made financial commitments under the premise that I would be paying $35/month +tax for internet services and I do not feel that $65/month is a reasonable resolution to my complaint.Please advise how I can best proceed in this case.

      Business Response

      Date: 20/11/2024

      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

      Customer Answer

      Date: 21/11/2024

       
      Complaint: 22543265

      I am rejecting this response because: they maintain that their best offer is to provide me with a deal at $60/month for a 24 month term which still equates to a difference of $600 from the original verbal agreement. I have tried to follow up with the manager referenced in Telus' response, but he works on a rotating shift so I haven't been able to connect with him for about a week. In the meantime, I am paying into an internet plan with Telus at about $140/month (as my attempts to renew my service resulted in this complaint to begin with) and the service has been increasingly spotty since my term ended, requiring me to hotspot my data to make even simple ****** searches let alone stream anything. I am deeply dissatisfied with my services to date and would like to resolve the matter as soon as possible.

      Sincerely,
      ******** ******

      Business Response

      Date: 25/11/2024

      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

    • Initial Complaint

      Date:12/11/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Spoke with a manager named ***** in the payments department today because I am behind and made a payment arrangement previously that I was told they would extend an extra 9 days for me as long as I called to have it set up. So today I called and spoke with ***** who was incredibly disrespectful and condescending. He asked me why I hadn't paid and I told him that money is tight my husband's union is on strike and I had to choose between paying and feeding my child and he basically told me if that's my priority then clearly I don't require Telus services. Told me I needed to pay x amount today or he wouldn't do anything for me what so ever and was honestly the rudest person I've ever had the dissatisfaction of speaking to at Telus. Took a pay day loan to pay what they required today to keep my services as I work at home and require the internet to work but the way I was treated was so beyond disrespectful. This man should not work in customer service.

      Customer Answer

      Date: 12/11/2024

      I would like to speak with someone regarding the behavior of the manager in my post, his customer service skills were unprofessional and completely unacceptable if I'm being honest, when I spoke to a second rep she said he had left a note on my account but she wouldn't tell me what it said so I can imagine it was also not very nice and she didn't want to be the messenger in that situation which is fair. 

      Business Response

      Date: 20/11/2024

      Hi ********, 


      A TELUS manager has attempted to reach the customer on 14th November 2024, 15th November 2024, and 18th November 2024 with no success. We have closed this complaint as we were unable to reach the customer. 


      Thank you, 
      TELUS Manager

    Telus is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.