Business Profile

Telephones

Telus

Headquarters

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Complaints

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

Customer Complaints Summary

854 total complaints in the last 3 years.
296 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:03/06/2025
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.
We cancelled our home internet service in January, 2025, moving to a different ISP who were able to meet our uptime stability requirements. Telus requested we send them back their equipment via ****** Post, which was done January 9th. We then received in April a bill for the "unreturned" equipment totalling over $300. After contacting Telus, they requested we reach out to ***************** to ensure the package was delivered, and retrieve a tracking code, which we did. *********** provided that the package was delivered and that the paying entity (Telus) is responsible for the package at this stage.We reached out to Telus again, whose representative said they were taking notes on the file and would reach out to us, but following weeks of silence we received another bill for the equipment plus interest. We reached out to them, and "no notes were on the file" according to the representative, who again asked us to contact ************After pushing back, the most the representative was able to reduce the bill by was $300 as that was the "maximum allowed" by process. This leaves us with a current sum of just under $50 owed for equipment that we returned according to their instruction, and that *********** agrees was delivered to them. Equipment they likely will not use again anyhow.The amount is small but the ethical principal is immense. Telus should not charge their customers for their own administrative mistakes. To date we have exceeded $1,000 in charges either from exit fees, upcharges, and technical workarounds meant to make their services work, to no avail. I can accept all of these as "cost of doing business" expenses, but this is a clumsy slap in the face, hidden by middle management policies meant to extract unowed amounts to bolster the bottom line.
Business Response
Date: 05/06/2025
"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: 06/06/2025

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:28/05/2025
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.
TELUS was cheating me for my money, wasting my time with they're tech support and sabotage of my network with their useless help. I am so insulted it's been years and I also called BBB about this and had a review made they accepted it but now have lost that agreement or something and are trying to collect with creditors. I refuse to help them steal from me and they were only wasting my time with no DHCP response on my fiber or other problems of connecting to outside IP addresses and no IPv6 plus they would not allow me to monitor my premises with the alarm I ordered that was completely wireless and NOT working to prevent theft or do any realistic monitoring. It was all a waste of my time. The cameras, the panel and sensors, the technical support calls, the internet was nothing but a headache especially for Fiber internet and actually. All telus has is a agreement they don't have the money to like some sick accountant that's all they want.They also offered me Wifi6 devices then turned on me after installation and said NO
Customer Answer
Date: 28/05/2025
Because it's a bill sent to collections for services not working and not able to monitor my premises because the alarm they gave me did not see things happening on its app or on video. They basically wasted my time and now are trying to collect.
Business Response
Date: 03/06/2025
Hi Mohammad,

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: 05/06/2025

Complaint: 23387912

I disagree with Telus because they refuse to listen to reason. It's just money in the way for a deal gone bad thanks to non delivery of services when I ordered. 400Mbps on a 750Mbps fiber strand is NOT okay and considering the latency involved. Then to sell me an alarm which doesn't work as an alarm being that I wasn't able to monitor my premises. Paying for old hardware Telus tried to get money from me for terrible equipment for that is obviously not good enough to be considered an alarm. I just wanted to know I can monitor my premises instead they're hardware made me mad and angry all the time at it not working. But it's not even just the hardware it's that Telus makes this a terrible place for a man like me who needs the internet because of the way society has become.
I do not like the way Telus has all the fiber internet. It's bad to me and I wish I didn't have to live here already thanks to the way corporations like Telus treat me. I would rather be dead then pay Telus another dollar.

Sincerely,

Matthew Fougere
Business Response
Date: 07/06/2025
Hi Mohammad,
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
Customer Answer
Date: 09/06/2025

Complaint: 23387912

I am rejecting this response because:
TELUS CALLED ME ON SATURDAY AND NEVER PHONED BACK THEY CALLED TWICE AND THERE IS NO WAY TO CALL THEM BACK WHEN THEY DO THAT I AM A PERSON I AM BUSY I WAS ON THE BUS THAT IS SO RUDE.

Sincerely,

Matthew Fougere
Business Response
Date: 16/06/2025
Hi Mohammad,

A TELUS manager has attempted to reach the customer on June 10th, June 12th, and June 13th with no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
TELUS Manager
Initial Complaint
Date:26/05/2025
Type:Delivery 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 up for the home tv and internet bundle on March 9, 2025 that includes a $400 pre paid **** gift card as a sign up reward. In the terms on the website it stated that within 30 days of installation of internet service the gift card would be delivered. I've contacted telus numerous times with no explanation or resolution. It has now been 12 weeks since I signed up. I've seen this happening frequently as of late. I have screenshots from the telus community forum with multiple complaints from numerous consumers. I find they are misleading customers with offers they don't fulfill. It seems to be an unethical business practice. I hope to receive my sign up reward and continue my service but if a resolution is not reached soon I will cancel my services.
Business Response
Date: 03/06/2025
Hi Mohammad,

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: 05/06/2025

Complaint: 23378649

I am rejecting this response because:
A phone call from a manager 3 separate times doesn't solve my issue. Just send the sign up reward as advertised. Not that difficult. Happening to many customers recently

Sincerely,

Bo Flamand
Business Response
Date: 12/06/2025
Hi Mohammad,

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: 12/06/2025

Complaint: 23378649

I am rejecting this response because:
This is an ongoing process that should have been solved long ago and without any type of issue. I will cancel my services with the company and move to another. Let this be a lesson to anyone thinking about Telus as a service provider. They do not adhere to contracts and will not sell you what is advertised.

Sincerely,

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

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:26/05/2025
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.
We moved last December from our home at ***************************, and cancelled our Telus services, which took over an hour on the phone to do. We do not use Telus at our new location and our account had an $86 credit which was not refunded. That amount no longer shows on our old account. I cannot find a way online to ask for the refund and there seems to be no way to talk to a Telus agent. Telus makes it SO difficult to cancel and now to receive the refund that I am now trying to go through you to resolve this. Please help me. No business should be allowed to operate this way.
Business Response
Date: 02/06/2025
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: 03/06/2025

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.
Well done BBB, I got no response from Telus until you were involved. I received the amount due me. Previously Telus was not going to send it to me and was counting on keeping it.

Sincerely,

*** ********
Customer Answer
Date: 03/06/2025

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.
Well done BBB, I got no response from Telus until you were involved. I received the amount due me. Previously Telus was not going to send it to me and was counting on keeping it.

Sincerely,

*** ********
Initial Complaint
Date:23/05/2025
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.
Telus residential and business services under province-wide outage since being reported 20 May 2025 with zero communications to customer base except a text message acknowledging outage sent 24 hours later. No further communications received by Telus since. As of an hour ago, no update on current outage situation and *** on resolution , meaning outage could persist beyond weekend. I have 2 children in dire need of internet for homeschooling and Telus has failed them and our family for 4 consecutive days and beyond. After being a loyal customer for about 35 years and considering the lack of ownership of problem and fact that Telus has not applied any lessons learned from past outages (2024) as far as adopting reinforced business continuity measures and/or mitigative planning to prepare for the current eventuality. I had no choice but to discontinue services and move to a competitor (****/******) for immediate residential services so my children can go about their home schooling and our own day to day affairs. No one with any degree of intelligence would remain with Telus in these conditions but yet, Telus failed in logistics preparation, business continuity preparations, communications and infrastructure.Upon giving notice of account closure today, I was informed i would be responsible to pay in excess of $1000 for early contract termination. This is an absolutely absurd and ludicrous expectation for me to pay at this point given the absence of continued services, lack of communication and more. Telus should thank me for the opportunity and simply say thank you but I am beyond words for the way I am being treated as with others who also made that decision to jump ship as it were with no expectations of return of services on the horizon.
Business Response
Date: 24/05/2025
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: 26/05/2025

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:21/05/2025
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.
The issue originated when I cancelled my account. I was moving to a new location that already had TV and internet, so I did not need Telus anymore. My contract had ended over a year ago. The service was cut off a week early, so I called in to get it turned back on, as I was still working from home. They indicated that the service was moved. That was never requested. They reenabled the service at the then-current address. They also indicated that new hardware had been sent to the new address and when I would like it set up. I indicated I did not, nor did I order any service at the new address. It then took them over a month to figure out how to close my account, as they had issues on their side. Once that was completed, I had overpaid for the service. I kept calling in to see when I would get a refund. I was told yet again that there was still active service at my old address that was being charged. They finally closed off everything, and I was told I would get my refund shortly. I called in a few more times and was told I would get in two to three days. That did not happen, so I called again. The person on the phone said they could do nothing for me, so I asked to be transferred to a supervisor. The supervisor said he could do nothing. I asked him to send me an email stating that. The email was a template email indicating it will now be two to three weeks. That leads into the postal strike. This seems like a way for them to delay paying what I am owed.
Business Response
Date: 23/05/2025
Hi ********,
A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed.
Thank you,
TELUS Manager
Customer Answer
Date: 23/05/2025

Complaint: 23360394

I am rejecting this response because: no one has reached out to since I submitted this complaint.

Sincerely,

***** ******
Business Response
Date: 30/05/2025
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: 30/05/2025

Complaint: 23360394

I am rejecting this response because: all they say is that's our process. They are not willing to do anything.
I am ok closing this as unsatisfactory as they are unwilling to deal with their mistakes and I just have to wait to get my refund another 3 to 4 weeks.

Sincerely,

***** ******
Initial Complaint
Date:21/05/2025
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 am a TELUS business customer, and have services for Business Wifi, account *********** for ******* B.C. ***. O/A STEAMOJI KELOWNA I had an inquiry about my internet service and wanted to make changes to my account. I have been trying to reach Telus for a week. The Customer Support directed me to Account Manager, claiming that the Account Manager is the only one able to help me. Account Manager doesn't return any phone calls or voice mail. This is completely inappropriate, I want to escalate this to Telus management and finally to be able to get somebody who can help me make changes to my services (I was trying to upgrade my internet service).
Business Response
Date: 27/05/2025
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: 27/05/2025

Complaint: 23357611

I am rejecting this response because: I received a call from a Telus customer service agent around ****** PST saying that I will be connected with an Internet specialist who will be able to help me. I got transferred to an "Internet specialist" and he said that he cannot do any upgrades, this is not available, and sales team would be able to help me since I am a current business customer. I got transferred to sales, and the representative from the sales team after taking my account number and what I need, said that she can't help me and I need to go to customer service. After another wait to be transitioned to a customer service **** he told me that he doesn't have any available offers, and I need to be transferred to loyalty and retention. After waiting another 20 minutes on a line trying to get connected to a representative I gave up and hung up. It is frustrating to spend an hour on a phone line and never be able to get anybody to help with my request. This has been dragging for more than two weeks.
I am a loyal Telus customer with lots of services: business internet, business mobility, business connect, personal mobility (2 lines), personal home internet, and I can't get any decent offer from Telus. It feels like they care only about new customers, and when a current customer wants to get a deal as a reward for their loyalty, there is ***** in the whole company who is able to help. I guess I will just pull all my services from Telus and move it to a different provider.
Telus failed to connect me with anyone who is able to resolve my request. For that reason I do not accept their response.

Sincerely,

****** Ahapov
Business Response
Date: 03/06/2025
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: 11/06/2025

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 new service installation date is scheduled for June 19

Sincerely,

****** Ahapov
Initial Complaint
Date:20/05/2025
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.
This matter is with Telus mobility. About a year ago I bought a home security system that I was not happy with and brought back the next day later to have the service canceled. I brought the equipment to the store here in ********* and I assumed that everything was taken care of. Months later I received outstanding bill for the services that I never used. Back in December 2024 I spoke to agent **** with Telus and he told me that he could see on their side that the equipment was never used and that there was no signal going to the equipment that shows that I don't have it anymore. He said that this matter was now resolved and I had nothing to be concerned about. I received an email from a law firm that I am not sure even exists that is threatening legal action if I do not pay this outstanding bill. I have tried to speak to telus again as early as today and I was unable to speak to a manager. I am deeply concerned that this is affecting my credit score and I would like this matter cleared up with your help. Thank you very much
Business Response
Date: 27/05/2025
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:13/05/2025
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 receive telemarketing calls from Telus at least twice a day and this has been going on for years. I have asked them repeatedly to stop but they do not stop. Ever.
Customer Answer
Date: 13/05/2025
Telus calls non stop to the point of harassment. They call about Telus internet non stop. I have stated we are happy with our provider, but they keep calling. I have called them to put me on a do not call list months ago, but they call non stop regardless.
Business Response
Date: 16/05/2025
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:13/05/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My issue I have is with the sales for the smart home security everytime I try to sign up some agents say my motion sensors I have with ****** is compatible others says they arent. And sales technique is very bad. Id like to speak to someone at Telus head office to get better clarifications and to have a better understanding of the price.
Business Response
Date: 15/05/2025
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: 15/05/2025

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,

*** *****

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