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

Customer Complaints Summary

854 total complaints in the last 3 years.
296 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:13/06/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In mid-May 2025 I contacted TELUS because my monthly bill had almost doubled. The TELUS *** explained my 2 year contract was finished, hence the increase. I challenged the increase and asked to be transferred to the ************ (I have been a TELUS customers for many yrs). I chatted with a *** and we agreed my monthly fee would be adjusted to $74.00 (approx). At that point, I also cancelled the entire service (internet/TV) for June 30th because I am moving to another province. The next bill was a whopping $207.00. I hesitated but thought this new bill included all the charges related to my move; I paid the full amount. Today, June 13th 2025, I received a new bill for $232.04. This is nonsense and I certainly do not agree with this last bill and the inflated amount. Essentially, TELUS is charging me upwards of $440.00 for 1 month 1/2; this amounts to $10.00 per day which make absolutely no sense. I feel TELUS is taking advantage of me and I need to object to this attempt at overcharging me.
Customer Answer
Date: 13/06/2025

TELUS is charging me twice for the same service. I am moving on June 30th and do not require the service after that day. Yet telus is charging me until July 10th, and to make matters worst, they are grossly overcharging me.
INTERNET

Monthly Internet plan
June 11 - July 10
$12.00

INTERNET

Monthly Internet plan
June 11 - July 10
$130.00

Additional charges and credits
May 11 - June 10
$0.00

TV

Monthly TV plan
June 11 - July 10
$67.80

Account-wide charges

Taxes
$25.18

New charges total
$234.98

see below
June 11, 2025
$232.04

May 11, 2025
$207.06

April 13, 2025
$184.35

Business Response
Date: 20/06/2025
Hi Mohammad,

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:11/06/2025
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.
Initially I had a telus 250 line and it was fine but felt very slow. I almost switched to ****** then they offered me 1gb line at a lower rate then they had said previously and I agreed cause I didn't want to go to the hassle of changing. This was in Dec 2024 and after a few days the speed pretty much went back to before and maybe even slower. I complained a few times specially when there were random outages and I had to contact their support to fix (support is very hard to access unlike with **** which was always easy). Anyways the speed never really improved, now I've had enough and when I saw a rohers offer I grabbed it and contacted telus to cancel my line. Chat said only possible if I call so I did. Was hard to get a hold off but eventually I got in. I went though all their offers and told them to cancel the line immediately since the issue is they can't live up to their contract offered speed or even close to it and not the monthly rate or anything. They had me talk to retention and I said the same thing then she assured me it's done and cancelled. A few days later decided to check in the app and ofcourse I see the line is still active. I contacted chat about it, they said they found a note about canceling and am I sure. I said yes then agajn they said to try to call in. So they're basically refusing to cancel my line and I told them I feel like they were unable to fulfill their contract as im getting very low speeds compared to my high line. Please ask them to cancel first of all and honor the 4th June date when they said they were canceling. And to waive the cancelation fees associated as they couldn't really fulfill the speed promised on the contract.
Business Response
Date: 17/06/2025
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: 20/06/2025

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:10/06/2025
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 called Telus to install Internet to my home. The technician arrived with a ladder on his truck. He asked to borrow my ladder. He said he could not use the ladder on his truck. I said no. I showed him how a previous Telus technician had left the fibre cable coiled on my roof. It was never connected to my home. He said he could not go on the roof. I said, never mind, I have changed my mind. He drove away.Then, Telus started sending me bills. I repeat, they never connected any services to my home. I called to explain, and twice the helpdesk said it was all cleared up, and I didn't owe any money. Then Telus sent me a bill for cancelling home security services, services they never provided. They called me and I explained it again. They said they would clear it ****** they have sent the bill for $477 to a collection service.They argue that I should have created an online Telus account, so I could cancel the services that they failed to provide. They can't bill me for services they never provided. They address was ***********************************. We sold that property back in April.
Business Response
Date: 16/06/2025
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: 18/06/2025

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:10/06/2025
Type:Customer Service 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 was trying to help my mom one day, and Telus refused to help my mom, and forced her to provide an email address to be able to receive in home service repairs. It was my understanding from the phone call that the email was only going to be used to coordinate the service call. I was not going to be in ****** and I was not going to be able to help my mother, but they assured me that they would only be using the email to confirm the service call information. Ultimately that never happened. While I was not in ******, the services were delayed and I was unable to help at all. I even incurred roaming charges trying to make myself available for a phone call during the service call and there was no phone call. The whole situation was far from reasonable, but that is not the root of the problem. Telus then started to send me the bills of my mother and my mother did not give them permission to send me her financial information. As noted above, the only purpose that the email was supposed to be for, was to receive a confirmation of the service call appointment, and I provided the email address to them. My mother did not consent to them using my email address permanently and she did not consent to me making changes to her account. My only purpose was to explain to the service people, what the problem was and nothing more. And now I can't get Telus to stop emailing me for stuff relating to my mother. They send me late payment complaints and they send me information that she needs, but I have no way of getting it to her. I told Telus to stop emailing me, and I spent some time on the phone where they refuse to remove my email from the account. The resolution I want is my email address, ********************* to be removed and for them to stop emailing me about my mother's account.
Business Response
Date: 10/06/2025
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: 10/06/2025

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:10/06/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed a 2 year agreement with Telus in June 2024 for home services. I have an email from them stating that all services would be $165 per month (this is also detailed in the notes on my Telus file). Every single month I have been overcharged by $100. I have called easily a dozen times and spent well over 25+ hours on the phone. I am now being told they wont honour the contract amount of $165 because they cant figure out how to apply the codes. They have shutoff my services even though they owe me credits that have not been applied to my account. I have tried on numerous occasions to have this remedied to no avail
Business Response
Date: 16/06/2025
Hi Mohammad,
A TELUS manager has attempted to reach the customer on June 10, June 11, June 12 and June 16 with no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
TELUS Manager
Initial Complaint
Date:09/06/2025
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.
Late October 2024, I received an e-mail and then a phone call from Telus ********************* telling me that they couldnt communicate with my Security System so they wanted to come out to resolve the problem. I thought it was a Scam as I never contacted Telus ********************* for anything. I told them they were not my ************************ and not to call me again because I didnt want anything to do with Telus ********************* as I didnt knowingly request, approve or use any of their services. Throughout late 2024 and early 2025 there was a postal disruption and, irrespective of the invoice dates, the first Invoice I received was on January 26, 2025. I tried phoning Telus ********************* at **************** several times about the invoices, but each time I was kept on hold waiting for an hour or more, so most of the time I just gave up on the phone call and hung up. On January 26, 2025 I mailed a letter to Telus ********************* requesting that they stop harassing me with their continual requests for money to resolve the situation. I never received a reply to my letter, just monthly invoices for interest on an their unpaid account. The one time that I did wait over an hour I talked to ***** in accounts **************** and she was insistence that I had to pay the invoices they sent me. ***** then said their computer froze so she couldn't access my account to help me. After waiting much longer she said her computer was working again so she could see my account. I told her to cancel any account they setup in my name and stop sending me invoices and harassing me as I never requested their services. I spent over an hour on the phone trying to get her to understand. I Returned some of the Invoices to Sender unopened and some I may have thrown out. As I never contacted Telus ********************* to obtain their service, nor at any time did I knowingly approve or use any of their services, yet they harass me for money.
Business Response
Date: 12/06/2025
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: 13/06/2025

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.
The information I received so far has been a VERBAL phone call and they said everything would be taken care of. They led me to believe they will delete the account they created in my name and stop or prevent any further collection activity against me to avoid negatively affecting my credit rating. If this actually happens, then I am satisfied with their response. It would be helpful if they would confirm this in writing as I requested them to do so in the phone call.

Sincerely,

*** ********
Initial Complaint
Date:09/06/2025
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 manage a daycare in ********, **. Telus has been charging us for security monitoring for 4 years, despite the fact that we don't have a physical security system.I have contacted them over a dozen times to try to get a ************* the end of April 2025 we signed a new contract and I specified that we DO NOT want security monitoring. A charge for security monitoring was still on the May and June bills.They have not been able to help me despite me trying every possible avenue. I want to ensure that we are no longer charged for security monitoring and I would like a refund for the last 4 years.
Business Response
Date: 16/06/2025
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: 16/06/2025

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. I would like to note that I will not be sure that the complaint is fully resolved until I receive our invoice in August.

Sincerely,

***** *******
Initial Complaint
Date:09/06/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Telus please Finnish the job you guys already put the fibre from the ground into my house and everyones house but still no word on when itll be turned and the mess thats left Im getting tired of calling city of ***********I have already spoken with ******* **** my mp and ****** ****** my MLA about this its very annoying. We have been waiting up to 11 years for fibre they finally installed the line into my home they did all the outside work and everything all the techs have said they have kept on giving me different dates. I demand to have a manger tech come out immediately.Thank you.I shouldnt have to *************** bylaw or city roads.
Customer Answer
Date: 09/06/2025
Im looking to get fibre optic to my address on **************************************
but Telus hasnt finnished the job even after putting the line into my home. And finnished doing all the outside construction work. From there tap to my home and many more. TELUS has not taken the chance to even try and finnishing the job.
i demand that the fibre optic in my property be turned on and the job to be completed
Business Response
Date: 13/06/2025
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: 13/06/2025

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.
Everything was done
Sincerely,

*** *****
Initial Complaint
Date:05/06/2025
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 tried to get telus services in my apartment in February of this year.when they came to my building, they realized that they could not hook up telus to my building.i have never had telus internet. i have been trying to deal with this for 4 months every time i contact telus they tell me there is NO account or anything under my name or the account number provided when i first tried account #********* they tried to Gaslight me saying that they sent me a home security camera but i NEVER! received anything of that sort. I have a email from Telus for may 15th saying that THEY OWE ME MONEY! I have a ***** credit on my account and i can provide proof! of this as well
Business Response
Date: 09/06/2025
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: 10/06/2025

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:04/06/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Since June of 2024, I have been requesting 2 out of 3 of my Telus services to be cancelled. I had internet, home security and cable but wanted to only keep my internet services. Each month since June of last year they have tried to continue to charge me for all three services. I've been on countless phone calls with them, getting them to correct the amount owed each time I phone and being promised that the services that I was asking to be cancelled would be. I removed my automatic payment by credit card from my account because this was happening so frequently. I cancelled my services completely at the end of March 2025 because I was so sick of them trying to charge me for services I was not receiving and decided to get my internet through a different provider. A couple weeks back I received an email saying they sent my amount owing to collections. However, I've been on the phone with them twice now, with them confirming that I do not owe them anything as these charges are either for services I'm not receiving (home ***************** or they are trying to charge me for dates that my services had been cut off by. (Trying to charge me beyond March 30th of 2025) I am fed up with trying to ask Telus to reconcile because they have proven that they are incapable of dealing with this properly so any help would be greatly appreciated. I am unsure if my credit has been affected yet, but if it has I would like that reversed.
Business Response
Date: 06/06/2025
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

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Telus is NOT a BBB Accredited Business.