Business Profile

Telephones

Telus

Headquarters

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Complaints

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

Customer Complaints Summary

855 total complaints in the last 3 years.
297 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:28/04/2025
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 called telus today April 27th to have my services cut off as I don't need them anymore. I was greeted by a person who could not speak proper English. She was not all helpful, I had to explain my issue over and over and over. Telus refuses to cut off my services! I want my services canceled ****!
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
Initial Complaint
Date:25/04/2025
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.
TELUS Home Security is improperly billing me $980 for a 60-month contract I did not consent to, with no proof of my agreement provided. As a former *** customer, I became a ********************** customer through their acquisition. ********************** claims I owe $980 for a $35 monthly cancellation fee for 28 remaining months. I emailed TELUS on February 21, 2025, to cancel the service and stop billing reminders. On March 17, 2025, I emailed again, reiterating the cancellation, requesting a copy of a signed contract proving my consent, and seeking accommodations for my hearing loss disability per TELUSs accessibility policy (e.g., clear email responses). TELUS has not provided the contract, responded to my cancellation or accessibility requests, or stopped billing. Instead, ************************************ sent a collections threat, and TELUS continues sending promotional emails from another address.TELUSs failure to substantiate the $980 charge or process my cancellation violates the Ontario Consumer Protection Act, which requires proof of contract consent. Their refusal to accommodate my hearing loss breaches the Accessibility for Ontarians with Disabilities Act, causing significant distress as a senior with a disability. I have emailed TELUS multiple times (February 21 and March 17, 2025, among others) without resolution, and my email paper trail documents these attempts. I have not paid the disputed charges but face collections threats. The Ontario Consumer Protection Branch, under the *************************************** Delivery, is reviewing this matter.Desired Resolution: Remove the $980 disputed charge from my TELUS bill. Provide proof of my consent to the alleged contract or cancel it per the Ontario Consumer Protection Act. Stop collections threats and, if collections action has been initiated, call it off. Comply with Accessibility for Ontarians with Disabilities Act obligations for my hearing loss.
Business Response
Date: 02/05/2025
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: 20/05/2025

Complaint: 23251882

I am rejecting this response because:
Please update my complaint to reflect my complete dissatisfaction with Telus.
There has been 0 resolution. After their request for my information and me providing the requested information, there has been no further communication, other than **** reminders that show they have not honoured my request to cancel services and are continuing to bill me for cancelled services.

I am ***************************************************************************** ********

Please note my complete dissatisfaction with Telus, their lack of any meaningful action on this file and their continued harassment through bill notifications for services I have already cancelled.
If there is any further assistance you can provide to compel Telus to abide by the law, I would appreciate it.

Thank you,
******
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: 05/06/2025

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 thank you and the Better Business Bureau for your support on this matter. I do not think resolution of this matter would have been possible without your continued pressure on TELUS to act responsibly and in a lawful manner with respect to the consumer protection laws of Ontario (in particular, the Ontario Consumer Protection Act, 2002, section 13, it is the supplier who bears the **** to prove the consumer has consented to a contract).

I am confirming that TELUS has communicated to me that they have now cancelled my service (as per my request back in March of this year) and they have removed the sums they continued to charge to my account after my cancellation in March of this year. I have also received no further threats to send my file to collections.

This result was achieved through continued time and effort by me, my family members who supported me and the continued pressure you and the Better Business Bureau applied to TELUS. I am including my communication with TELUS as an attachment here, for your files.

I am concerned that TELUSs practice of imposing contracts without obtaining explicit consumer consent may harm other consumers, especially seniors, and other vulnerable populations through:
Ignoring service cancellations.
Enforcing long contracts or high cancellation fees without evidence of consumer consent to such terms.
Threatening collections post-cancellation.
Please monitor TELUS complaints for such patterns and advise on BBB procedures for businesses showing unfair practices. I consider my own personal matter resolved. But I am dissatisfied that it took hours and hours of effort on my part and pressure from the Better Business Bureau for TELUS to do the right, and lawful thing.

Thank you for upholding marketplace trust. Attached is TELUSs communication with me.

Sincerely,

****** Badiere
Initial Complaint
Date:24/04/2025
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 had my mothers phone disconnected several months ago and the Telus *** confirmed this yet I am still recieving bills from them. When I called them back today I had the same BS run around with them . They want now comfirmation from my mother or proof who I am. My mother is in a home now and is not capable to communicate.....when we had the phone set up in the nursing home about a year ago , my sister had the phone hooked up and Telus told her she( my sister) was able to cancel any time. that is until a few months ago , they said it was only in my mom's name , so she wasn't able to and that's when I got involved .
Business Response
Date: 29/04/2025
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
Customer Answer
Date: 27/05/2025

Complaint: 23245691

I am rejecting this response because:
I am reopening my complaint because Telus is still billing the account ********* 9 This account was closed back in December of 2024
Sincerely,

**** *****
Business Response
Date: 28/05/2025
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
Customer Answer
Date: 27/06/2025

Complaint: 23245691

I am rejecting this response because:
a manager contacted me and asked me 3 times if my bill was to high and what my problem was , and I explained each time that the phone service was cancelled back in December of 2024, Then he said ok yes good bye

Sincerely,

**** *****
Business Response
Date: 04/07/2025
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: 06/07/2025

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:23/04/2025
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 keep getting calls from telus. they say i have a coupon attached to my number thats about to expire for some crazy deal. I have never had any services from telus, i ask they not call me anymore and to please remove my number from their call list. a couple days later another call comes. this has been going on for MONTHS!!! im so tired of this harassment at all hours of the day! and they dont stop. please make them stop
Customer Answer
Date: 23/04/2025
yes that is correct
Customer Answer
Date: 24/04/2025
to stop the constant harassment of telus. its been on going for at least 6 months 1-2 calls a week im sick of it, ive never had telus services nor do i want them now
Business Response
Date: 25/04/2025
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: 25/04/2025

Complaint: 23242505

I am rejecting this response because: after calling me telus said this would be expedited and it would take 14 business days to remove me from their call list
NOT ACCEPTABLE

Sincerely,

****** *********
Business Response
Date: 03/05/2025
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: 06/06/2025

Complaint: 23242505

I am rejecting this response because:
i just got another sales call from telus, its almost like they knew how long to wait before calling again.
Sincerely,

****** *********
Business Response
Date: 15/06/2025
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: 17/06/2025

Complaint: 23242505

I am rejecting this response because: they said this the last time and the calls stopped for about 30 days.
forgive me for not trusting the word of a massive multi billion dollar corporation. I will wait and see

Sincerely,

****** *********
Initial Complaint
Date:22/04/2025
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.
I have refused telus dozens of times, they continue to attempt to solicit at my door. I've demanded to be put on do not call or contact lists yet they persist in sending solicitors to my house, specifically during hours when my children are asleep.
Business Response
Date: 27/04/2025
Hello ********,
Our case manager, ********, reached client today and advised that they have had their marketing preferences updated to no contact. The client indicated to ******** that he wants no further calls from her, as well. We consider this matter closed as the client has declined follow-up. Thank-you.

TELUS Manager
Initial Complaint
Date:22/04/2025
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.
Hello. This us the letter I sent twice after I discussed Telus ***** care in March 2025. Who did nothing all equipment was sent bank to Telus I reference my email to the salesmans that sold me Telus digital in Oct . ******* ******* came to door and persuaded us to swap out our satellite to digital. Plus increase our wifi . At one low cost of 125 per month. Although we got digital he did nit stop our satellite. And finally after four days of calling he told me that it wasnt his responsibility and basically said he couldnt do nothing told me to email you.. which I didnt. Because after 4 hours waiting I got thru to a Telus *** who told me that all would be taken care .. sent satellite receiver back and go have a ***ot and all would be credited and told me to pay x number of dollars which I did, today I get a bill for 496 .That is why I am emailing you .. hoping j you can help before I one up to better business and or ************ Thanx Sent from my iPad
Business Response
Date: 28/04/2025
Hi ********,

A TELUS manager has attempted to reach the customer on April 23th , April 24th, and April 28th with no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
TELUS Manager
Initial Complaint
Date:22/04/2025
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.
I believe it was April 12 or 13, my wife engaged in a conversation with this salesperson at our home. I think her name was ****. She clearly stated that we were only interested in learning about pricing to compare with our current provider. Despite this, the salesperson was pushy, insisting on obtaining our current providers account number and claiming we didnt need to worry about pricing as they would handle switching our contract. This felt deceptive and made me feel uncomfortable. As it was dinner time, she ended the conversation but provided her phone number for a ************ the days that followed, the salesperson called multiple times before my wife could respond. When she finally spoke with them, she explicitly stated that we were not interested in Telus services and requested no further contact. Despite this on April 21st a Telus installation crew arrived at our home for a scheduled installation of security and internet servicesservices we never discussed or agreed to. The installation team was understanding and left when we clarified there was no appointment, but this incident was highly concerning.The salespersons aggressive tactics, disregard for our clear boundaries, and the unauthorized scheduling of an installation have left us with a negative impression of Telus. This experience felt shady and invasive, prompting me to escalate this matter.I request the following:1. An investigation into the conduct of the salesperson and the process that led to an unauthorized installation being scheduled.2. Assurance that steps will be taken to prevent similar experiences for other customers.We are ********************** mobility customers and have had no issues with that service. We intend to continue being mobility customers but we are not interested in other services from them.
Business Response
Date: 24/04/2025
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
Customer Answer
Date: 24/04/2025

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.

they have given me contact info for management and will be following up
thank you
Sincerely,

*** Worms
Initial Complaint
Date:17/04/2025
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.
Approximately a year ago or less we changed to Telus. The sales tactics brought me back to the vacuum cleaner "Filter Queen", I should have known then. Everything went wrong.......we went without home phone for days as well as our cell phones. The installer put the white box in the basement just under the ceiling line , I am 66 and 5 feet 5inches tall so every time I had to reset it I'd have to wait for someone to help because I am not climbing on a ladder. They then told me there was damage to the outside cable and would have to arrange for a work order, we canceled service by the date they had open so ut didn't matter anyway. They didn't port my phone so no service. I can't tell you the hours we spent talking to them. We returned equipment and have an email thanking us for that. They began asking us for $****** and I kept asking for what as they never sent us an itemized bill. We were back to **** by then but they kept charging us for service. The one man I finally got thru to was saying good news because I owed a lot less, again I asked for what, again I was on hold he came back and said even better news because now I owed nothing!! He went to check something, on hold again and now I owe ****** AGAIN! I kept asking for what, he couldn't tell me. I have names and dates. I sent a message to BBB asking for then to help but got no response from anyone. It was sent to a collection agency who I explained everything to. Zero response. I now have received a letter from a lawyer. I have repeatedly asked for someone to call me and no one ever did. How many people paid because they were bullied into it??? An employee (on the downlow) told me that the two different departments between billing and equipment return don't communicate so what happens is exactly what happened to me billing has no record of the returned equipment and that is what they are charging me for. **** *********
Business Response
Date: 02/05/2025
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:16/04/2025
Type:Order 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.
My smoke went off twice and taken off line my home security was ****. Over a period of time The months of dec-to current Telus entered my home unannounced to install their equipment. I never authorized this they took over my home security. I had someone enter my house and I called my home security line that read Telus communication unknown to me that does not exist anymore. All of a sudden I received numerous calls from them stating I switched over an email. That email was taken over as someone took over my ****** account through a government phone. Which I never did and they had my work cell number. Which again would never do. I have not been a Telus customer since I bought my first cell phone with but my work phone had been connected to my wifi for updates. Still does not make since now they are filling to hit my credit score I spoke with them numerous times that this is fraud but the costumer service was horrible and upsetting. At this point idk what to do.
Business Response
Date: 23/04/2025
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:11/04/2025
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.
March of 2024 a sales person from Telus contacted me about some deals that they were offering to me and my business. They had a smart hub they wanted me to try because it would be faster and cheaper than my current internet provider (Xplore). I told them, I didn't think it would work very well in my area because I live in a rule area with poor cell phone coverage. I was then told that it would work very well because there map says so, I disagreed but I would try it. The system came in the mail and a Technician would come out and install it because it required an antenna mounted on the outside of my house. The technician came out and installed the smart hub system. after the technician left, My wife wanted to make changes (change the password in the device) she was unable to do it, I called the technician and he tried changing it but wasn't able to get it to work either, He advised us that we would need to contact Telus to do up a work order so he could come back out, to which we did. The telus *** said he could try but again he wasn't successful and said he would put in the work order. With that we waited for the technician which never did show up or even contact us. The following month (April 2024) I contacted telus again to let them know we were still waiting for the Technician. Again we had to go though want was wrong with the unit and again they said a technician would have to look at it. In the meantime I kept it plugged into my computer in the office and found that it seldom had enough of a connection to provide any internet. over the course of the next 10 months through to today, I have talked with a Telus *** numerus time to the tune of over 11.5 hours on the phone with them, some saying they would disconnect the hub and reimburse me. yet still nothing has been done and I am still being charged for it. I should note that after trying it for the two months waiting on the technician I disconnected it from my computer and unplugged the unit and went back to my
Customer Answer
Date: 11/04/2025
Continued from; and unplugged the unit and went back to my ....Original internet service provider (Xplore) and have not had any trouble with there service. I might add, all the numerous telus **** have been courteous and nice to deal with, & have tried to held but there seems to be some disconnect between departments, one department agrees and says they agree this needs to be rectified but can't and say it has to go to the technical department, when I talk to the technical department, they tell me I need to talk to a supervisor and to this day only 2 supervisors have said they will look into it better and get back to me. I have gotten calls back but I was at work and when I called back and left messages for them. I haven't heard back.
Business Response
Date: 17/04/2025
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.