Telephones
TelusHeadquarters
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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.
- 288 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:27/04/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed a 2 year contract with Telus (tv and internet 150) on July 2022. On March, Telus changed my internet to 75 and increase prices without informing me. I am under contract till July ****. The price of my signed contract was supposed to be $141.17 including tax but they are charging more. A signed contract can't be changed.Business Response
Date: 05/05/2023
Hi *****,
We have tried to reach the customer on both the 2nd and 4th of May with no success. At this time we will be closing this complaint unless the client still requires assistance.
Regards,
TELUS Manager
Initial Complaint
Date:27/04/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear Sir or Madam, I discovered my telephone landline service was not working Wednesday April 26th, 2023 around noon. I called and waited almost 15 minutes to talk to Dave in Technical Support. He tried to do something behind the scenes but it did not work. He said he could not send a tech to fix my landline till I booked an appointment to switch over my internet services to fiber optics. I told him that I wanted to leave my internet service as is. I was so mad, I said I wanted to cancel my landline service. He said he would transfer me to Loyalty. I hung up. I have a senior living with me and I need my landline service. I tried calling again and there wait times were over half an hour. I tried Chat and got Jose. He was only interested in dragging out the phone call no action. I asked numerous times for a manager. A man called back around 14:30 but there was still no offer to send a tech to fix my landline. How long do they think its okay to leave a customer without their landline service? I tried again this evening to call Telus customer service and the wait times continue to be high. How do you find someone that is willing to do their job? And willing to fix your phone?Customer Answer
Date: 27/04/2023
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. But since my landline is working again, maybe it's best to close the complaint.
Sincerely,
**** ****Initial Complaint
Date:27/04/2023
Type:Service or Repair IssuesStatus: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 spoke to ******* ******* ************************* from TELUS Small Business Solutions on March 31st 2023 and signed up for **************************** I was very clear about my needs & Time frame I am looking for. He promised me over the phone that Everything will be Installed on April 4th 2023. Nothing happened as he promised. I called again on April 6th & spoke to him where he transferred me to the Technician **************** began. I was helped by another ******** promised me the Internet will be installed on April 11th and they have to wait for Security until the Internet gets installed so he said Security will be installed on April 12th 2023. Again, No installation or call from Telus on Security installation. I called again on April 15th 2023 & spoke to lady name *********************** & asked if I can speak to Supervisor or Manager. I was told that they are not working on weekends so they reach out to me on Monday, April 17th. I got email confirmation from her with her manager name *************************** cc'd in the email about getting a call back on April 17th 2023. No one reached out to me regarding my issue. I called again on April 26th 2023 and spoke to ******* ******* ************************* & asked if I can speak to supervisor / ************ said they are in a ************ will give me a call in 1 hour with a solution. Nothing happened here. I lost faith in Telus now & am looking for the most senior Manager to call me or email me by this coming Friday, April 28th 2023 otherwise I will post all this on social media and share the worst customer service experience I got from ********************** in my life. I would NEVER ever recommend or even think about taking any more services from telus. This is absolutely unbelievable.Business Response
Date: 05/05/2023
Hi *****,
TELUS will be reaching out to the customer to discuss their concerns.
Regards,
TELUS
Initial Complaint
Date:25/04/2023
Type:Billing IssuesStatus: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 in the process of moving from one house to another. Telus shut off internet services to the house we were living in one day earlier than had been scheduled, leaving ** without internet services while we moved, and despite giving very clear instructions to the Telus representative when we were arranging for internet at the new house.Business Response
Date: 02/05/2023
Hello,
A TELUS manager has reached out to the client without success on April 28th and May 2nd. Our records do indicate the client called in separatey and had this addressed with a frontline team member.
Regards,
TELUS
Customer Answer
Date: 03/05/2023
Complaint: ********
I am rejecting this response because:
It is unclear how their manager is attempting to contact me, as I have no record of this in my phone log. If they have truly done so as they have claimed, perhaps they could consider leaving a voicemail message. Aside from half a dozen or so frontline workers that I had to initiate calls for, the only call I have received from Telus was an unsolicited one trying to upsell me on additional unwanted services.We had to spend hours on the phone over the course of several days at the home without internet services rendering ** unable to work from home. Both my partner and I each had to take a day off work (April 25 and 26, respectively) to have this sorted out. At a minimum I would expect that we should not be charged for the days that we did not have service.
Sincerely,
*********************-****Business Response
Date: 10/05/2023
Hi *****, A TELUS manager has been in contact with the customer to discuss their complaint and will be working with the customer at an attempt to resolve all their concerns until resolved. Thank you, TELUS ManagerCustomer Answer
Date: 10/05/2023
Complaint: ********
I am rejecting this response because: I have still not received any communications from a TELUS manager.
Sincerely,
*********************-****Business Response
Date: 15/05/2023
Hi *****,
A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed.
Thank you,
TELUS ManagerCustomer Answer
Date: 16/05/2023
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:25/04/2023
Type:Billing IssuesStatus: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 ****** a few times when I was forced to move out of my home due to ******** ******** and in their contract it says they can cancel things due to extenuating circumstances. I spoke to two agents in November and December that both offered me different prices for cancellation. I have uploaded my documents, but they were still trying to charge my card even though I already sent them proof it was a court case and I had to move out of my home into a place where I cannot continue the service. Customer service and in-person installer both said different things about how I can get out of my contract so I find this behaviour predatory.
There are countless complaints online about this business's predatory behavior and I am happy to return the equipment but my contract needs to end due to where I live. I sent them documents and court subpoena to show I was in an extenuating circumstance and I lost my job multiple times in that year along with my head injury. Nothing was done to contact me with email but they keep calling to demand money or charging my credit card. I was able to get my credit card company to correct this but they will not stop calling me.
I do not trust customer service because they all offer different things so clearly mine can be seen as a circumstance outside of my control.Business Response
Date: 02/05/2023
Hello,
TELUS has tried contacting the customer on April 25th, April 26th, April 28th and May 1st without success. We are trying to reach the customer at the number provided *********** The customer has been unresponsive to our attempts.
Thank you,
TELUS
Customer Answer
Date: 03/05/2023
Complaint: ********
I am rejecting this response because:I would prefer email as my phone is labeling the numbers as spam. I want instructions on how to return equipment.
Sincerely,
****** ***Business Response
Date: 10/05/2023
Hi *****,
A TELUS manager has been in contact with the customer to discuss their complaint and will be working with the customer at an attempt to resolve all their concerns until resolved.
Thank you,
TELUS ManagerCustomer Answer
Date: 10/05/2023
Complaint: ********
I am rejecting this response because: I am asking to be contacted via email on how to return equipment. I don't answer 1800 numbers or mysterious phone numbers on my phone because my ex has been known to have fake numbers to ****** my family and friends. I have made this very clear previously so I am requesting they send to BBB how to return the equipment and to cancel my account.
Sincerely,
****** ***Business Response
Date: 17/05/2023
Hi *****,
A TELUS manager has been in contact with the customer to discuss their complaint and will be working with the customer at an attempt to resolve all their concerns until resolved.
Thank you,
TELUS ManagerInitial Complaint
Date:24/04/2023
Type:Service or Repair IssuesStatus: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.
We signed up for Telus from a door to door person stating big savings because we are a Telus Mobility customer. After agreeing to sign up and a date was set, Telus didn't send a follow up email stating the savings etc as we were told. Then I started getting texts telling me about the technician date which was on a Thursday when Saturday was agreed upon. I responded telling them that no, it was not Thursday, but Saturday. Every day I received a message telling me the wrong day confirmed. I finally called them and Telus told me that they couldn't give me any details about this as it was set up in my wife's name. I told them that that was impossible, as she wasn't even home on that day. I told them that it was my name that the account was signed up for, and why was I given the text messages if it was in my wife's name. The lady said for security reasons, she couldn't give me any info. I then told her THAT WE DIDN'T WANT IT ANYMORE AND TO CANCEL THE TECHNICIAN. The next day a tech left a message saying that he was here to set up our service. I called him back and told him that I cancelled the service and that he was not needed. He apologized. I then got a text stating that the technician had completed his installation. Telus refuses to leave us alone, sending me emails stating that the service has been connected and how can they assist us. I keep sending emails as I am put on hold whenever I call them. I WANT TELUS TO STOP HARRASSING US NOW!!! This has become so ridiculous that I am going to cancel our Telus Mobility the day our contract finishes. Absolutely astonishing the lack of communication amongst all of them.Business Response
Date: 28/04/2023
Hi *****,
A TELUS manager has been in contact with the customer to discuss their
complaint and will be working with the customer at an attempt to resolve all
their concerns until resolved.
Thank you,
TELUS ManagerInitial Complaint
Date:20/04/2023
Type:Billing IssuesStatus: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 would like to have a consistent monthly Telus bill that is clear and concise. Why does telus have to add promotional credits and confuse everyone instead of just offering fair rates and transparent biling system? Stop making us feel ripped off and keep it the same for everyone. Simplify.Business Response
Date: 26/04/2023
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: 03/05/2023
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:14/04/2023
Type:Service or Repair IssuesStatus: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 messaged BBB about Telus numerous times. A 2 yr contract and it's a yr and 6 months in and there's been nothing but problems. They have ignored my requests of no changes to my contract whether good or bad without my permission. In 1.5 yrs:
*Changed my contract to fibre optics and over charged (took a week of fighting with them to get the bill fixed.
*4 technicians had to come back to back for 2 weeks after affecting my international students schooling.
****** and charging for fiber optics when the outside street box wasn't even updated or wired for it. (Direct info from a technician. Tried to charge me for that.. back on the phone for 2 days to have the bill corrected)
*Telus rep comes to my door and illegally signs me up for Telus when I wasn't even home and I'm the sole contract owner.. no one else at my house as permission to make changes.. she forged documents and lied to get her commission which is direct fraud. This was not taken seriously by Telus at all. It took 3 managers and then contacting head office to have this reversed on the contract. There was no punishment or repercussions for committing fraud within their own company.
*I have spent hours in frustration, stress and anxiety due to Telus and this contract including sleepless nights over a stupid internet contract paranoid of when the next problem is going to hit.
Yesterday I get an email with yet another change to the contract. There was no call, no permission given offering me a hire speed connection for being a good client.. saying I don't have to do anything (first of all they can't even provide the 150 they are promising). Low and behold I get a phonecall from one of my international students saying the internet stopped working. I walked him through resetting the modem and when we did get it back it was disconnecting and working at a crawl. ** ******* *** ****** **** ******* *** *****. he was home trying to complete an online project for school. I have more to say call meBusiness Response
Date: 20/04/2023
Hi *****,
A TELUS manager has been in contact with the customer to discuss their complaint and will be working with the customer at an attempt to resolve all their concerns until resolved.Thank you,
TELUS Manager
Initial Complaint
Date:13/04/2023
Type:Customer Service IssuesStatus: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 had too many issues to list since our business switched to Telus in May 2020. In January of this year, we were contacted by an escalation Manager ***********************. We spent hours preparing a list of issues for our call with her. During the call, she noted the following:1. This was the worst implementation she's seen in her history with Telus.2. Telus was having issues like we were experiencing due to getting into too many different business, and from staff working from home.3. That she would be the sole point person for resolving the issues (as we advised we had wasted 50+ hours going through these issues with other managers who would either pass it off to someone else or disappear).4. The only thing she did was assigned one of the issues to a business connect agent (*********************). After our lengthy remote session with *****, we hung up the phone and then started getting reports that all 6 of our locations' phones were not working. This resulted in $1000's of lost business, customer complaints, and even a staff member quitting due to the stress.5. This issue was report to ****** and *****. They both appeared to make up random excuses about a Ring Central outage, even though it would be obvious to anyone with basic common sense that it was due to the configuration changes that were just made (which another team confirmed days later).6. ****** responded to stop emailing her with this issue as she has other cases to deal with.7. After 3 months of waiting for her follow-up on our long list of issues, I get a call from Accounts Receivable saying the accounts she protected needed to be paid.8. I emailed ****** multiple times for a follow up, and only after contacting someone else who forwarded it to other, she replied saying she blocked our emails for harassment. This characterization is completely unwarranted with what we were going through, and I would like to be contacted by her DIRECT manager to discuss and review all correspondence.Business Response
Date: 19/04/2023
Hi *****,
A TELUS manager has been in contact with the customer to discuss their complaint and will be working with the customer at an attempt to resolve all their concerns until resolved.
Thank you,
TELUS ManagerCustomer Answer
Date: 26/04/2023
Complaint: ********
I am rejecting this response because: I asked to be contacted by ********************************* direct Manager, not a colleague.
Sincerely,
*******************Business Response
Date: 04/05/2023
Hi *****,
In regards to the customers concern we have tried on numerous occaisions to get in touch with the customer with no success. These dates of calls/emails include April 13th, 14th, 17th, 21st, and 27th. The customer needs to be advised in order to resolve their concerns we do need them to accept our attempts at resolution. If the customer is not willing to speak and work with ** we cannot achieve a positive outcome together.
Regards,
TELUS
Customer Answer
Date: 04/05/2023
Complaint: ********
I am rejecting this response because: I have had multiple emails and a lengthy call with a Telus Manager and have received a proposal to resolve. I will be reviewing this shortly and responding asap.
Sincerely,
*******************Business Response
Date: 10/05/2023
Hi *****, A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. Thank you, TELUS ManagerInitial Complaint
Date:13/04/2023
Type:Product IssuesStatus: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 ordered an ***** Watch from Telus on Dec 2022. I then called and set up a return in Jan 2023. I was sent the info to send it by ****** ****. I got the tracking number from ****** **** and followed up when it said delivered. I called Telus to confirm they received it which they confirmed they received it. Telus proceeded to say I would see a credit back on my account and will no longer be charged for it. I then called back a few week later to which they said they received and verified it. Telus again told me I would see a credit to my account and would not see the charge on future bills. I then called back in April and they now say I sent the wrong item which in fact I did not. I offered proof that they are mixing up my old watch with the new one I returned but they wouldnt hear of it. Now Im out the watch but am continuing to be charged. They will not accept the proof I have that I sent the correct one and will not hear of the evidence I have. * **** **** **** ** **** **** ** * **** *** **** ** ***** ******* ** ****** As of now I have everything with Telus tv internet and multiple phones, I will be moving everything as they have been absolutely awful.Business Response
Date: 19/04/2023
Hello *****,
We've been advised by Mobility that they made contact with the client and have addressed their concerns. Please close complaint at your earliest convenience. Thanks!
TELUS Manager
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