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

855 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:10/04/2025
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.
(ATTACHED)
Business Response
Date: 15/04/2025
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: 23/04/2025

Complaint: 23187937

I am rejecting this response because: (ATTACHED)

Sincerely,

***** *******
Business Response
Date: 30/04/2025
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
Initial Complaint
Date:10/04/2025
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.
Where to start? My tech came over and it took them maybe 6 hours to install simple internet. Because I am the other tenant they had to stay on the phone for several hours for technical reasons. Then it gets worse. Meanwhile I had a screaming baby .. Initially they had talked me into optic tv but then when they came I said I did NOT want it. Then I spent an hour or more on hold with some guy that harassed me after I kept saying I did NOT want the package over and over. He said it was cancelled. Then fast forward TWO boxes came in the mail for options tv and it was not cancelled. So this frustrated me as well because I had a crying baby and this guy had me on hold and did nothing for like an hour and a half . So this guy I spent hours on hold with did not do his job and kept repeatedly harassing me to get this service. Then when I tried to call they said I would get charged 70 something dollars to cancel option tv even though I had not initially set it up that first day!? So after I found this out I said s**** it and kept it. Now I moved and its taken like 3 days to cancel service . This company is rediculous and I will never use them again . Now Im on hold trying to get rid of this service and company oh wait I forgot to add the harassing phone calls asking if I wanted to change service . Now the final phone call hopefully Even though I have stated several times I wont use them again due to the high pressure sales he asked me if I wanted someone to take over my service. Now its 700 to cancel for only having it for maybe two months. Telus you are a joke.and you exist because there is no competition and I tried to file a complaint against the guy who screwed everything by up and Im pretty sure that never happened
Business Response
Date: 17/04/2025
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
Initial Complaint
Date:09/04/2025
Type:Product Issues
Status:
UnresolvedMore 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 ordered new Telus services to our home. Installer came Dec 24th and said the signal was very bad and we likely we not be happy with the services. Said we had 30 to cancel for free. I called and cancelled the services. They reversed any charges for the equipment and any outstanding balance as we were not able to use the services. Setting our Account balance to zero. We sent back the equipment. 2/ 3 recievers were un opened. Collections has phoned me for an over due bill. Telus did not email with outstanding bill or mail and outstanding bill or call with an outstanding bill.
Business Response
Date: 14/04/2025
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
Customer Answer
Date: 14/04/2025

Complaint: 23177859

I am rejecting this response because: I have not got confirmation that my credit file has been repaired the man that contacted me, is very difficult to understand. He did acknowledge that Telus never tried to contact me via email, phone or by mail before sending to collections.

Sincerely,

********* ******
Business Response
Date: 20/04/2025
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
Customer Answer
Date: 22/04/2025

Complaint: 23177859

I am rejecting this response because: Telus has called again and credit score is still not fixed. Credit part of telus is not responding.

Sincerely,

********* ******
Business Response
Date: 30/04/2025
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
Customer Answer
Date: 30/04/2025

Complaint: 23177859

I am rejecting this response because: I do not have confirmation that this has been fixed on my credit beauru

Sincerely,

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

Complaint: 23177859

I am rejecting this response because: I still have not received a response from Telus that my credit file has been repaired

Sincerely,

********* ******
Initial Complaint
Date:08/04/2025
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 have been with Telus since April 2024. I have a two-year contract costing $144.91. Per month.This contract provides home telephone services, Internet, Wi-Fi for three televisions. this service has been disrupted and has not been delivered as contractually agreed to for the previous six months. I have attempted to resolve this issue withTelus several times numbering eight. I have been sent equipment to change out and send all equipment to them which I did. Nothing works.I have had three service **********s come to my house between March 15 and March 28, 2025. The first and second ********** said there was nothing they could do after they changed equipment and TV still didnt work. The third **********,since March 28, 2025 and to the writing of this email April 7, 2025, I have had a service provider here at my home ,five times . This service provider has changed cable connections changed boxes changed modems hardwired three television sets and hardwired my wall mount support system. None of which I asked for. Telus has charged me $422 to rewire my entire house to provide service at a cost to me which I did not ask for. and after all this stress ************** still does not work reliably. What I wanted from Telus because this service has been so inconsistent and they have not fulfilled their contract over and over and evidently are not able to, we simply want out of this contract to go with a more reliable service provider.Telus states they want $30 a month for every month remaining. I disagree. Telus has not provided the service contract and is not able to. This has been a very stressful situation as we are old age pensioners on fixed income. We have been trapped by Telus. I was given a phone number to talk to a Telus manager and the phone number. Extension is bogus and the call drops. This isvery distressing to us. Please help.
Business Response
Date: 10/04/2025
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
Initial Complaint
Date:08/04/2025
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 have called multiple times and can't get through to someone who can resolve my complaint. I added the app to my phone and submitted a request on Jan 9, 2025 and no response. I'm being overcharged for internet at my ******* property and want a full 12 month credit and a reduction to $58.75 per month. I'm being charged $155 plus taxes. I have attached 2 bills from both of my properties.
Business Response
Date: 10/04/2025
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
Initial Complaint
Date:04/04/2025
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 obtained Telus cable, internet, security service due to a discount provided by my work. The technician came to install and informed me that my house was unable to have Telus services installed due to the connection being covered by a basement suite addition. The technician told me he would cancel the services due to this issue. A month or two later in October they sent me a bill, I phoned and spoke with multiple people taking over an hour, they said it would be canceled. Again they proceeded to send bills. I phoned in again in December again speaking with multiple people and taking approximately 3hours on the phone, again the told me it was cancelled. But again I recieved another bill in February/March along with an equipment delivery on April 3. I phoned in again on April 3,25 again speaking with multiple people and being on the phone over 90minutes. Only to receive emails telling me they are "activating" service. Also I got another equipment delivery today April 5,25 I do not want to waste anymore time phoning them, and am unsure on how to proceed. Please help
Business Response
Date: 11/04/2025
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
Customer Answer
Date: 05/06/2025

Complaint: 23161966

I am rejecting this response because:
Hello, I want to keep the complaint open because Telus has not resolved the issue and is still sending me bills.

Sincerely,

**** *****
Business Response
Date: 09/06/2025
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
Initial Complaint
Date:03/04/2025
Type:Customer Service 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.
Date: April 3, 2025 TELUS REFUSES TO PROVIDE TELEPHONE DIRECT CONTACT WITH ITS CUSTOMERS. WEBSITE DOES NOT ANSWER CERTAIN PROBLEMS. $53.76 vs. $48.16 ongoing increase at *****% vs inflation at 2.44% re *** of Cda We tried 10 times through TELUS website, followed instructions with no results THROUGH TELUS' chat bot. Website confirmed it would call within 15 minutes at 10:40 AM. No call received and now 1:27 PM Other TELUS issues before, were treated the same, with no contact even for different subject. (also not resolved nor replied to)TELUS HAS NOT FIXED THE PROBLEM NOR even TRIED TO RESOLVE THIS PROBLEM, obviously for all customers; SO AS ********************** REFUSES TO CONTACT US IT DELIBERATELY WILL NOT ADDRESS NOR FIX THE PROBLEM. VERY SERIOUS COMPLAINT IS THAT TELUS REFUSES TO CONTACT ITS CUSTOMERS IN ANY WAY. IT IS A TELEPHONE AND COMMUICATIONS COMPANY WHICH REFUSES TO ALLOW TELEPHONE CALLS FROM ITS CUSTOMERS AND REFUSES TO CALL EVEN WHEN PROMISES TO DO SO ********* USES EXTREME PERCENTAGE CHARGING CHANGES AT ITS DISCRETION WITH NO RECOURSE FROM ITS CUSTOMERS.ATTEMPTS TO CONTACT **********************:
Business Response
Date: 10/04/2025
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,
TELUS Manager
Customer Answer
Date: 22/04/2025

Complaint: 23157713

I am rejecting this response because:
The TELUS response is quite interesting. While it claims to having tried to contact us there is absolutely no evidence of that happening. So it appears that their claim of unidentifiable responding is odd for one of Canadas largest communication companies. TELUS has left no messages, no emails, no record of TELUS calls on our caller ID system. Also I see in TELUS reply that they do not have a person with whom to contact. Odd as they know my name, phone number, account number, plan number, our address, and email address. Yet they advise that they have tried to contact us to no avail.

Please pursue this as we would like a resolution and settlement. If TELUS wishes to make an appointment time we are happy to cooperate with that. They will have to disclose the name of a person in management who wishes to speak with us as we cannot have a discussion with a no-name per the way they have presented themselves.

Alternately, TELUS may offer us, through the BBB process, a reduced rate and a settlement for all of our time they have wasted.
Sincerely,

**** ******
Business Response
Date: 30/04/2025
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
Customer Answer
Date: 01/05/2025

Complaint: 23157713

I am rejecting this response because:
The response was signed by "TELUS Manager." A no name person or????? It advises that it has been in contact with us.
My input to get this response from no-name, was to advise that TELUS had failed in its one attempt to connect and then did not follow up on its promises to call again. I am here most of the time.
These communications relate back to an original point, that being that I was not able to contact a person at TELUS. I asked T's chat bot if I could speak to a person. The chat bot does not understand what, "speaking to a person is." After all. it is not a person.

So as BBB can see, TELUS' behaviour is non resolutional. But, we still would like to get it resolved.
Sincerely,

**** Bowron A long time shareholder of TELUS who even as an owner, cannot get to speak to TELUS, about anything.
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: 05/05/2025

Complaint: 23157713

I am rejecting this response because: I RECEIVED A VERY FINE CALL FROM *******, AN ESCLALATION TECH MANAGER. She was most communicative, and we shared the issues. She agreed with my comprehension of the situation and she advised that she, TELUS, has just changed our account charges to $38.00 plus tax monthly. Excellent. I have now received an email named "Your TELUS Home Service(s) update is confirmed." It confirms the $38.00 rate but then it bills me for, " Total one-time charges and credits: $175.00 Installation Charges: $175.00. This was not mentioned nor agreed to as our account has been open and installed for years.
So, I logged in just now at noon, May 5. What is shown is two appointments, first one is for 0.5 hour, and the second one is for 1.5 hours on May 24.
I did not order any appointments nor Fibre installations. While the website just put this in itself, the website would then not let me cancel the second one so i had to log off without knowing what is happening. I then called TELUS *********** and spent about 15 minutes waiting but had to leave as other important calls were coming in.
My understanding is that our $38.00 plus tax monthly rate is confirmed and that we have no appointments and no installation fees nor any charges at all.
WE REQUEST THAT TELUS CONFIRMS THIS IS THE CORRECT UNDERSTANDING OF OUR ACCOUNT SITUATION AND THAT NO SEVICE APPOINTMENETS WILL BE INNITIATED BY TELUS. AND THAT THE FALSE $175.00 CHARGE WILL BE CANCELLED AND DROPPED OFF OUR ACCOUNT.
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

Complaint: 23157713

I am rejecting this response because: May 8th, 2025
The TELUS lady called quickly to discuss the situation and advised that the charges and contract that was placed on my account should not have stood there and should have been cancelled before billing date. She then nicely explained that these items will stay on my account even perhaps for the **** billing; just due to the inflexible system that TELUS uses not allowing human input to override such items. Therefor she stated that I should not pay them and if I do nothing further to stop them, they will disappear eventually.
This sounds possible but, I will not know if this is resolved until I can see the July billing when available.
I ask that TELUS follows up when the charges are reversed.
Thank you,
Sincerely,

**** ******
Initial Complaint
Date:03/04/2025
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.
In Jan. of2024 i phoned Telus to inform them that i would not be renewing my home services agreement because i could not afford the cost. The lady i talked to gave me a price that i could afford and was told it was for 1yr. I was not told that this was the first of a 3yr contract and i was not told that i had ************************************************ emails were sent for this.When the year was up in Jan. 2025 i informed Telus i was finished with this service i was informed that this was a 3yr contract and i would be required to pay for the next 2yrs. I was toldthat their employee was not allowed to offer me a *************** Telus is responsible for training their employees,i should not be responsible to pay for their employees mistakes. I was told that it will be $1000.00 to pay this. My next issue with Telus started @Sep. 2024 i received an email asking if i had missed a payment.Since i had not missed a payment i ignored this email because Telus had sent me emails in error before. After another email in Oct. i got another in N OV. telling me that my cable, phone and internet would be cut off on Jan 15 2025. Iattempted to contact Telus on a few occasions to find out what the problem was.I was asked multiple times to confirm a phone number for a call back. After being on hold for up to 3hrs iwas disconnected and did not receive a call back until my services had been diconnected. **** then in formed tha the price of my services had been increased by @25% in August. I was told at this time Telus had sent me emails, which i did not receive. I was told that this was a 2yr contract. I thought that if i had a contract, prices would not go up during the duration of a contract? I believe that my services were wrongfully. As of today, i have not received paperwork or emails from Telus about setting up a payment plan, They have sent it to a collection agency requiring me to pay $1555.61. that they want paid in full by April 8 2025.
Business Response
Date: 10/04/2025
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: 20/04/2025

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. Payment was forwarded to Telus on 04/ 09;2025.

Sincerely,

****** ****
Initial Complaint
Date:03/04/2025
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.
For the last five months every time I have tryed to access my account I cannot and ********************** has not fixed the problem. There service seems unable to correct the problem. Getting throught to the customer service is a rude adverture in it's self. Five to six months ago I submitted a address change and this has not been done. I'm tired of have to spend a half a day on the phone and getting noware. Considering what I pay for the service, I expect better. I would like to select service else where, but they will charge me a fee. Is there anthing you can do to help.**** ******
Business Response
Date: 10/04/2025
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
Customer Answer
Date: 12/04/2025

Complaint: 23157305

I am rejecting this response because: After final getting through, they semed to have the broblem fixed. However, I tryed to login the next day, and the same think, unable to login. Will try to get a hold of customer service again. when I have the time.

Sincerely,

**** ******
Business Response
Date: 17/04/2025
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: 23/04/2025

Complaint: 23157305

I am rejecting this response because: I have been in contact with represenative and the problem once again seems to be righted. However, this dose not mean the problem has been corrected. I will know the next time I go to login.

Sincerely,

**** ******
Initial Complaint
Date:03/04/2025
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.
Have had major billing discrepancies since November. We are on autopayment that we cannot shut off. Have phoned over twenty times since January, never being able to speak to a supervisor or management. They are "in meetings" or "away from the office". Have been told they will contact us, no one calls us back. Have now been over billed by approx $1000, literally cannot get anywhere. Literally do not know what else to do at this point. This is the second time we've had a major billing issue with them, the last one took over mine months to resolve. This is unacceptable.
Customer Answer
Date: 03/04/2025
To clarify, this complaint is with Telus ************ for our business account
Business Response
Date: 10/04/2025
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
Customer Answer
Date: 11/04/2025

Complaint: 23155431

I am rejecting this response because: it is not fully resolved yet, we have a meeting Tues the 15th. I'll be in touch when it is resolved. Thank you for your help with this matter.

Sincerely,

*******************************
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
Customer Answer
Date: 22/04/2025

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. Our credit for over charges has been approved and are just waiting for it up be applied to our account. Thank you for your help in this matter.

Sincerely,

*******************************

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