Business Profile

Telephones

Telus

Headquarters

This business is NOT BBB Accredited.

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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.

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:12/05/2025
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.
Dear Better Business Bureau,I am writing to file a formal complaint against TELUS regarding a billing issue with my ADT security system, now managed by TELUS.Earlier this year, I noticed that our panel screen was blurred and contacted TELUS to request a replacement. I was clearly told that if the issue was not caused by us, there would be no charge. A technician replaced the panel, and though we were initially charged, the fee was refunded shortly after on March's bill.However, the same $1,054.86 charge reappeared on our April bill. On May 1, I submitted a dispute through the TELUS website and was told to expect a response within 2448 hours. After receiving no reply for a week, I called TELUS on May 5 and was promised a callback within three business days. That never happened.On May 12, I called again and waited over 40 minutes before speaking to someone. I was transferred between departments multiple timessecurity blamed billing, billing blamed security. Eventually, a representative told me that we were responsible for the charge, which contradicts the initial assurance I received.Why was I told earlier that we would not be charged, only to be told the opposite now? This inconsistency is unacceptable and ************* a long-time customer, I am very disappointed in how ********************** has handled this. I request a prompt and clear resolution to this billing dispute and ask that the $1,054.86 charge be removed from my account permanently.Thank you for your assistance in helping resolve this matter.
Business Response
Date: 13/05/2025
Hello ********,
After investigating the account, we have determined it is with Business Smart Home Security. Our case manager called the client but wasn't able to reach them and left a voice mail to advise. They have forwarded the request to our Business Escalation Team (reference number: NL1305-6299).
The Business Escalation Team should contact the client within the next 48 hours.
As we are in Residential, we aren't able to investigate any further or resolve the complaint. Ideally it can be closed once the client has been contacted by our ************ team. Thank you.

TELUS Manager
Customer Answer
Date: 20/05/2025

Complaint: 23319014

I am rejecting this response because:
I received a voicemail from TELUS indicating that someone from the relevant department would contact me within 24 to 48 hours. However, I have been waiting since last week, and to this day, no one has reached out to me.
I kindly ask that you contact me as soon as possible and resolve the issue I raised. I do not wish to continue wasting my time over this matter.
Please contact me via email at ******************************* Thank you for your attention to this issue.

Sincerely,

Yazhou Fu
Business Response
Date: 27/05/2025
Hi ********,

Client has an escalation with our ****************************** Team - 23042302.

Unfortunately we on the residential side of the Business have no visibility into what is causing the delay but I've e.mailed our Business EMT asking that they review and make contact with client ASAP.
Please extend deadline so that we can follow-up.

Thank you,

TELUS Manager
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: 04/06/2025

Complaint: 23319014

I am rejecting this response because:
Yes, a representative from TELUS has contacted me and explained that the overcharge of $1,089.44 was due to a mistake on their end. This amount should not have been charged to us, and TELUS has acknowledged it was their error. They assured me that the amount would be refunded, and they also promised to follow up and send a resolution summary by email on May 26.
However, on May 26, I only received a voicemail from them and have not received any email or refund to date.
Please contact me by email at ******************************* or by phone at ************ between 10:00 AM and 5:00 PM, Monday to Friday. Alternatively, please provide the contact information of the manager responsible for handling our case so I can reach out directly.
I sincerely hope this issue can be resolved as soon as possible. I do not want to continue wasting my time dealing with a problem caused by TELUSs mistake.

Sincerely,

Yazhou Fu
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
Initial Complaint
Date:12/05/2025
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 strongly advise against using Telus. My experience with them has been nothing short of deceptive. I was misled into signing up for their home security service after an agent assured me that I could cancel at any time without penalty. That was a major selling point for me.However, after a single missed payment, after 2 years of using the service. Telus canceled my account without my consent and then sent me a shocking bill of $1,700 for early cancellationsomething I never agreed to. I was under the impression that the cancellation was automatic due to the missed payment, as the agent had claimed there were no penalties for doing so.This company lures customers in with false promises and then exploits them. What happened to me feels like a scam, and I believe others should be warned. Be extremely cautious before doing business with Telus.
Business Response
Date: 16/05/2025
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:09/05/2025
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.
I cancelled my services with Telus on January 31, 2025. I returned all the equipment associated with it on February 10, 2025. I also talked with them on March 21, April 19 and April 21. I am still being charged the full amount for services I am no longer receiving and would like this to stop.
Business Response
Date: 15/05/2025
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:08/05/2025
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.
On Aug 24, 2022 I applied to receive internet services through Telus Canada and received an email confirming the service that would be given as well as the cost. The service that I requested is called "internet for good" and I was told that the cost per month would be $9.95. The confirmation statement (Your Critical Information Summary) did not say that I would need to reapply within 2 years so that I would receive the same cost. I do not make monthly manual payments. The payments are automatically taken out of my bank account by **********************. I do not receive paper statements but did sign up for email notifications however I have received no email notifications. I have even checked my spam folder and there is nothing. My complaint is that after 2 years of receiving internet service and paying $9.95 a month, I come to find out that after that I was being charged $134.40 a month. I never consented to this. After notifying telus they refuse to refund or credit me the difference even though I have continued to be eligible for the $9.95 rate the entire time. My complaint is that I did NOT agree to pay this rate and I was NOT informed that I needed to reapply every 2 years. This is theft.
Business Response
Date: 13/05/2025
Hi ********,

A TELUS manager has attempted to reach the customer on May 8th, 9th, 12th, and 13th with no success. We have closed this complaint as we were unable to reach the customer.

Thank you,

TELUS Manager
Initial Complaint
Date:06/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased under a contract a vivint security system. The system worked great until telus purchased vivint ****** through my contract. The products have quickly become unreliable with some functions not working at all anymore. and constantly going into fire alarm and calling out emergency services inapropratly wasting tax payer money. Continuing to try to resolve the problems with support, the support keeps trying to upsell me a telus system to resolve the problems. We do not want to enter any agreements with telus as they have been extreemly unethical in the past. We want our existing system to work.
Business Response
Date: 07/05/2025
Hello ********,
Our case manager, ******, made contact with the client this evening. The client was informed that unfortunately their system is considered obsolete but that we can still send a technician to try and repair it. Another option would be to update to our in-market TELUS Smart Home Security or to discontinue the service altogether.
Unfortunately, as reported by our case manager, the client refused the offer of a technician or upgrading to SHS and became verbally abusive to them.
As the client refused assistance and isn't willing to work with our case manager, we kindly request that the complaint be closed. Thank you.

TELUS Manager
Customer Answer
Date: 08/05/2025

Complaint: 23293379

I am rejecting this response because:

Sincerely,

********* *****
Yes rightly so I expressed disspleasure with Telus typical slimey unethical conduct. No way in H*** i would sign a contract with Telus after they wrongly charged me 42,135$ for 3 months of a 100$/mo unlimited package and took 6 months of h*** to get rid of on the only contract with Telus i have ever signed. that is not to do with this case, but describes one reason i detest this company. I have become accustomed to being belidgerant to Telus on a regular basis due to them relentlessly contacting me and my wife attempting to sell us tv internet etc. I signed up for ****** not the garbage company Telus. If this equipment is "OBSOLETE" as They have described, I would like out of the contract entirely without payment or further penalty as it was vivints best products at the time of purchase and financed into a 5 year contract that we are only 3 years into. The service under vivnt was good. the products only began having issues once Telus took over. I would also like financial compensation for the planned obsolescence from Telus as i will need to prematuraly find another solution and go through the process of installation.
Business Response
Date: 13/05/2025
Hi ********,

A TELUS manager has attempted to reach the customer on May 9th, 12th, and 13th with no success. We have closed this complaint as we were unable to reach the customer.

Thank you,

TELUS Manager
Customer Answer
Date: 14/05/2025

Complaint: 23293379

I am rejecting this response because: Currently i am on holidays with my family. You may try back after the 22nd otherwise i will start another BBB complaint as it is not resolved.

Sincerely,

********* *****
Initial Complaint
Date:05/05/2025
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 was having issues with my home form Telus. After multiple attempts to resolve the issue, I decided to cancel the services. I was aware of the cancellation fee and was prepared to pay it. I contacted Telus to have the services cancelled. The agent at the time said that because the cancellation fee was high he suggested I drop the services down to the minimum 8 dollars a month cause that would be cheaper than cancelling. I agreed to the 8 dollars month and thought that was the end of it. I called back when I realized that they were charging me 45 dollars a month with a 10 dollar discount, so no where near the 8 as promised, When I called Telus to cancel again the numbers changed and they said I had over 2 years of cancellations to pay because the previous agent extended the contract causing the fees to be higher again. They refuse to listen and now I am stuck paying more than I originally would have payed if they just canceled it the first time just looking for my money
Business Response
Date: 05/05/2025
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: 13/05/2025

Complaint: 23288706

I am rejecting this response because: after I spoke with the manager and they informed me that they had resolved the issue and Telus was going to credit the account. the ********************** manager actually asked me for a credit card to put the money on. I said no that they can mail me a cheque they still proceeded to send another bill for ****** on may 10, 2025, they say one thing and then turn around and do something else and thats why I just want them to actually follow through with the solution that they said they were going to do

Sincerely,

****** ******
Business Response
Date: 16/05/2025
Hello ********,
I checked this account and our case manager, Adrijana, credited the client -$450 on May 5th and requested a refund cheque of $482.83 the same day. She proactively followed-up on May 12th and issued another credit of -$245.67 to take care of the remaining balance (account now at $0). There is nothing outstanding that remains so this complaint should be closed.

TELUS Manager
Customer Answer
Date: 20/05/2025

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:01/05/2025
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.
In November 2024, Telus made an error that they admitted to over the phone. They erroneously sent a bill of like for collections before the due date. Upon doing so, their system also locked my accounts as a measure requiring me to connect with them in order to process all payments on my all my Telus accounts. They made no attempt to call or inform me that any of this happened till the end of December at which point I noticed it on my credit report. I made several attempts to contact Telus. I went into a store where they could not make an interim payment and told me to make the payment online. However, I was locked out of the app website. They advised to make a payment through the phone IVR. Which I also attempted but the *** kept failing due to an error. I requested several callbacks from Telus and after several weeks finally connected with someone who admitted that Telus had locked the accounts and prematurely sent the item for collections in error. Since that day, I was told Telus would fix any harm done to my credit score (87 point reduction) and all my issues would be resolved. I still do not have proper access on my Telus app. After repeated calls to Telus and followups they show no remorse for what they have done and have not rectified my credit score. Infact, they told me all payments were automated and my pre-authorized billing was setup again as it was previously, however this was wrong and a second hill payment was missed. They continue to compound the issue and provide no resolution. If Telus is unable to resolve the credit before the end of May 2025, I am seeking ******* in damages. This may impact my ability to get a loan and Telus was informed of this and the potential damages if they do not resolve this before the end of May 2025. All I wish is for Telus to take responsibility and remove all harm to my credit that has been done since November 2025. Till date. I am still locked out of my app and unable to access my accounts.
Business Response
Date: 01/05/2025
Thank you for submitting your Customer Review. A ********************** team member will be reaching out to you to discuss your submission. We thank you for taking the time to submit your review.
Customer Answer
Date: 09/05/2025

Complaint: 23271936

I am rejecting this response because:

My credit file remains unchanged. Telus was supposed to make the change in January. But, they did not. I am currently applying for a loan and the bank is questioning the late payments that are showing. After the complaing to BBB, Telus suddenly called me to say they have filled out a form. This form could have been filled out 6 months ago. However, since then i have noticed that Telus systems are reporting payments to credit bureau before the due date.

I also know 2 other people this has happened with. My credit score has not recovered all the points and the numerous late payments are showing with random values. Each and every one needs to be fixed and has not yet been removed. Telus promises it will happen in time, but they have ad all the time. They need to resolve it now or compensate me.

Sincerely,

****** ******
Business Response
Date: 16/05/2025
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: 16/05/2025

Complaint: 23271936

I am rejecting this response because TELUS is NOT working with me. They are wasting my time. They are calling to update me and tell me that there is no update.

If this is not resolved may May 20th and my credit report is not back to normal monetary compensation in excess of CAD ******* is the only acceptable response. This is affecting my ability to get a mortgage. One bank has already declined due to 2 missed payments because of Telus system error.

Sincerely,

****** ******
Business Response
Date: 26/05/2025
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: 26/05/2025

Complaint: 23271936

I am rejecting this response because: Telus has not resolved anything. They have taken no new action. They want me to wait *********************************************************************************************************************************************** February 2025. They were requested back then to make the correction with the *************. They are now requesting 90 days to resolve this. I am unable to provide this time frame. They are unable to resolve this within the 10 days alotted by BBB. How do we proceed from here? What steps does BBB advise. Telus only calls me and says they are working on it, they have not provided any resolution since January. BBB please only accept detailed responses, if Telus calls to tell me they cannot do anything else, I will keep rejecting their response.

Sincerely,

****** ******
Initial Complaint
Date:01/05/2025
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.
I contacted Telus to get home internet installed. My first call I was told I needed to contact another department.I called that number and was on hold for over 40 minutes. The sales *** took all my information as if she was doing the sale. At the hour **** of the call she explained that she had to transfer me after getting all my information for a credit check, I was on my lunch break so I had to end the call. I called back after work the person who promptly answered see. The notes on the account and told me they would forward me to the right department. Another hour wait followed the same going through the motions for a credit check and again I was told I had the wrong department. This time I was promised a 7 minute hold. An hour later I get answered again finally this time I have the right person and we get everything setup. She checks when an install is available... Not for 30 days! This isn't reasonable but what's more frustrating is that since they're the only provider in the area I can't even punish them by going elsewhere. I asked for a credit or discount to be credited as compensation and was told I was getting it for cheaper than normally available which isn't even true. It's exactly the price I'm entitled to at 64 dollars as a mobile customer.
Business Response
Date: 01/05/2025
Thank you for submitting your Customer Review. A ********************** team member will be reaching out to you to discuss your submission. We thank you for taking the time to submit your review.
Customer Answer
Date: 04/05/2025

Complaint: 23271055

I am rejecting this response because:
I recieved the call while I was at work so I went it to voicemail. The voicemail gave me a call back extension that when used took me to the voicemail of a person who's name did not match the person who contacted me and had a contact number that doesn't work. Also they couldn't attempt to converse with me through email but felt perfectly fine emailing to tell me they had closed my case.

Sincerely,

**** ********
Business Response
Date: 05/05/2025
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:30/04/2025
Type:Order 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.
Account since 2018 with Telus refers to: ************************************************************************** Account in my name, ******* **** ******, but in June or July 2024 when contacted by Telus I added my (separated) husband's name, **** ******, as he uses the property more often and pays the bill.I did not set up automatic payment, as I assumed when our divorce settlement was completed that i would sell the property.We REPEATED requested that we receive notice of payment due - either by email or mail - rather than only overdue notices, but for some inexplicable reason I still receive only overdue notices, **** receives nothing. When we tried to sort this out last summer, the agent offered a slightly lower rate, but at NO TIME suggested in ANY way that I was entering a contract for two years. As noted, above did - and do - not expect to keep the property that long and we seldom use the property, so frustrated with the difficulty of dealing with Telus - in comparison to ****** or **** - we cancelled the account - or thought we did - but Telus said we could not do that as we had a contract with them. News to us. So, we are still notified of overdue payment for a significant sum for a service we simply do not need. And the alternative, we are told is to pay the bills or pay $15.00 per month for a period of two years for a sum of up to $360.00 for nothing. We have decided, even at risk to an otherwise perfect credit rating, that we are simply not going to continue paying. And we are of the opinion that Telus is dealing in very dubious territory when they unilaterally assume a one sided contract that customers know nothing about.
Business Response
Date: 05/05/2025
Hi ********,

A TELUS manager reached the client on May 1st but client was on a ferry and asked that our manager call them back at another time. The case manager tried to reach client on May 2nd and May 4th. They left their voice mail number and extension but have yet to hear back. We have closed this complaint as we were unable to reach the customer.

Thank you,

TELUS Manager
Customer Answer
Date: 05/05/2025

Complaint: 23268278

I am rejecting this response because: I am a bit surprised by the Telus agents account and the subsequent closing of the account. I very much wanted to speak with her, but she reached me at the ferry terminal and I had to load and depart. We agreed to speak the next day and I explicitly said IF I was not still in a meeting, which I was when she called. Usually, it is not possible to call anyone at Telus back, so I assumed she would call again, but I was not aware she had. I am still interested in speaking to her, but last week was exceptionally busy.

Sincerely,

******* **** ******
Business Response
Date: 06/05/2025
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: 08/05/2025

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:30/04/2025
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 am writing to file a formal complaint against TELUS Communications regarding continued billing after I cancelled my internet service.I cancelled my TELUS home internet service in December 2024. At the time of cancellation, I confirmed with a TELUS representative that the service would be terminated.However, despite the cancellation, I have noticed ongoing charges on my account/credit card for TELUS services. These charges have been unauthorized, and no explanation has been provided despite my multiple attempts to contact TELUS customer service. Every time I reach out, I am either transferred repeatedly or told the issue is "being escalated," but the charges continue and no resolution has been offered.I find this situation unacceptable and believe TELUS has acted irresponsibly by continuing to charge me for a service I no longer use or have access to.What I Am Requesting:A full refund of any charges incurred after December 2024.A confirmation that my account is fully closed and no further charges will be made.An explanation as to why the charges continued despite the cancellation.
Business Response
Date: 05/05/2025
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

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Telus is NOT a BBB Accredited Business.