Complaints

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

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  Telus

  100 510 W Georgia St Vancouver, BC V6B 0M3

• 

  Telus

  10020 100 St Edmonton, AB T5J 0N5

• 

  Telus

  810-201 Portage Ave. Winnipeg, MB R3B 3K6

• 

  Telus

  2W-3030 2 Ave SE Calgary, AB T2A 5N7

• 

  Telus

  2315 36 St N Lethbridge, AB T1H 5L1

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:11/04/2023

  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.

  About a year ago a Telus rep came to the door and tried to sell my cousin a security system. I was tipsy ans I was drinking and came to the door with a beer in hand so the rep knew I was drinking. He stated he needed me to co sign because it wouldn’t process my cousin application after some conversation I agreed. At no point did he state it would be my system my bill and my credit. The understanding is it would be my cousin s system as it’s for her address and I don’t even live there. He then bribed me with a $25 ******* **** gift card and had a beer with us after coaching me through what to say and what to sign. Even though my cousin signed some of the contract as we thought it was hers. I have called Telus multiple times they have never called me back, never resolved the issue. They keep saying it’s a adt product sold by Telus and Telus will not help me. It was a Telus rep with a Telus jacket saying he is selling a Telus product and they refuse to correct this situation. I even reached out to the privacy sector and told them everything that took place as a last resort he said he would call me back and it has been days again with no call back. Anytime I called adt no manager ever called me back. This is unethical business and needs to be corrected. They are just ignoring that it ever happened. If this is how they conduct business they could be taking advantage of many more people in the same way.

  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 Manager

  Customer Answer

  Date: 19/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  adt has not contacted me back since last Friday.  Once again adt manager is not addressing concern on Telus product. I do not want to deal with atd on a Telus product. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 24/04/2023

  A TELUS manager has been in contact with the customer to
  discuss their complaint and their concerns have been addressed.

  Customer Answer

  Date: 25/04/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:06/04/2023

  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.

  2.5yrs ago, I moved from my old residence and to a new residence and had my system put on a temporary hold. When Telus bought ******, I replied to their notice that I wished to Cancel my service and then did not hear anything from them, When I stopped payments in January, about 6 months after notice was served I reached out with a complaint to them and David B****** from their Executive Resolutions Group in Utah reached out. I did let him know that because of my job, contacting him via phone during his office hours was extremely difficult, but email would make things a lot easier. He said that they could not process any cancellations via email, it had to be by voice. I started getting calls from ****** Billing due to not paying, in the amount of 129 dollars. David let me know if i paid 50% of the contract remaining, I could cancel everything. But unfortunately ********* does not recognize them as a company, so I could not add them as a bill payment and just pay the amount. Again David said that then everything had to be done via the phone and it was the only way.
  
  Ultimately, as their company had not monitored anything for 2.5yrs, never contacted me, etc. and refuse to use any other method of communication beyond phone to wrap up any dealings, in my mind, everything should cease to exist and the contract should be closed. Basically for that time period they have been paid for doing nothing and wishing additional money and then not communicating within their own company that discussions were happening to close the account, so that the billing department continued to phone, is beyond what anyone would consider to be normal business practice.

  Business Response

  Date: 12/04/2023

  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: 12/04/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  *** ***

• Initial Complaint

  Date:06/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Telus does not allow customers to cancel home phones or home security plans online and makes it extremely difficult to cancel them once you can speak to an agent. I was transferred to three separate departments because one customer service agent cannot address issues for telus mobility, telus home security, home phone plans. Each agent asked me for the same PIN number to verify my account so there is one access point to the information. Each agent then put a hard sell on me to keep your service with them and asks a million questions why you want to cancel. I have been on the phone with them for an hour and nothing is canceled yet. No other business I have encountered makes it this difficult to cancel services. It is such terrible customer service and I feel like it is exploitation by Telus oligopolistic position against the consumer. Their app could easily be updated for customers to cancel their home phone lines!!!!I would like Telus to change their app to allow cancellations and have customer service agents that can handle all requests for Telus Home Security, Telus home phones and Telus Mobility at once.

  Business Response

  Date: 14/04/2023

  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

  Customer Answer

  Date: 14/04/2023

  
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/04/2023

  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 February 18,2023 I cancelled my home services for home security, tv and internet. I returned my equipment. I have continued to receive bills. I have called and spoken to customer service on three delegate occasions and they always say that its cancelled or theyre putting in a ticket. Yet Im still getting bills. I am beyond frustrated. This is affecting me financially and my credit if I dont pay it. This is fraud and illegal. Yet no one helps me. Account #*********

  Business Response

  Date: 04/04/2023

  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

• Initial Complaint

  Date:04/04/2023

  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.

  The Telus customer service line is over 2 hours long. This is not acceptable. I’m paying for internet service and should be responded to in an appropriate amount of time. The money they’re saving not having enough customer service representatives is not acceptable. I feel sorry for their employees having to deal with the callers when/if they get through. I have better things to do than wait 2+ hours on the phone.
  Please address this with Telus, and have them contact me with actual ways they are fixing the problem not just platitudes

  Business Response

  Date: 13/04/2023

  Hi *****,
  A TELUS manager has attempted to reach the customer on 4th, 5th, and 13th April with no success. We have closed this complaint as we were unable to reach the customer.
  Thank you,
  TELUS Manager

  Customer Answer

  Date: 13/04/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:04/04/2023

  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 2 months I have tried to get Telus to fix my internet as they said they need to do. Today was the last straw. I scheduled the technician to be here. I scheduled him from 5 -7. I need to know when they are coming to get the manager to open **************. Hes not on site so it will take him time to get here. Appreciate Telus is suspending my account for non payment. I purposely didnt pay them because of my Internet problems. Today April 1 the technician called me at 9 am to see if he can come earlier, I am at work. I scheduled it for 5 so I would be home. Apparently they are supposed to call you about 30 mins before they come. My manager lives a bit away it would take him at least 30 minutes to get here. To open **************. I spent about 45 mins on the phone with Telus and then the line dropped I called again and spent over an hour on hold and then arguing with the agent. I want to close the account. He tells me that I am under contract and there would be a penalty. If I break the contract. On April. 1 my appointment was between 5-7. Please remember I have to get the manager here to open access to **************. And the technician was supposed to call me 30 mins before. I got no phone call and he showed up at 7:50. Again my internet needs an upgrade or repaired and they threaten to suspend my account for non payment. The last agent I asked him to get a manager to call me. He said I would get a call in 10 mins. That did not happen. I will end up filing a CCTS complaint because of this. I shouldnt have to constantly reschedule a service call when they are supposed to notify you a head of time when there approximate time of arrival not show up at almost 8 pm when it was scheduled 5-7. Ooor quality customer service. You are on hold for sometimes hours before you speak to an agent and most of the time they are not in ******. I dont want to deal with a foreign country when Telus in ****** cant even do the job

  Business Response

  Date: 11/04/2023

  Hi *****, A TELUS manager has attempted to reach the customer on 5th, 6th, and 8th April with no success. We have closed this complaint as we were unable to reach the customer. Thank you, ********************** Manager

• Initial Complaint

  Date:31/03/2023

  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.

  Our account with *** by Telus has been cancelled since December 2022. Telus Comm continues to still debit our account with the charges for a ****************** we never signed up for.. They reversed the last charge and then again went in the next month with another charge. I would like my last charge on Mar 22, 2023 returned and all further charges stopped. I have wasted my valuable time in numerous calls and wait time to speak to someone there. I have also talked to the manager but what a waste as the charge still keeps going. Our account phone number is listed as **********

  Business Response

  Date: 06/04/2023

  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:27/03/2023

  Type:Delivery 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.

  Over the last week we called to cancel our service with ******* they informed us they (Telus) had purchased ****** in ****** and offered a NO commitment replacement of ****** equipment and then we receive an email with terms of a 5 year contract. We have the call on recording. Then, I get a flag that my credit report had been pulled by Telus (hard inquiry) and my wife (who made the phone calls to telus) would not have the right to ***** a credit check but was also never asked. When confronted with all this, they offered a 3 year contract instead of 5 and said they would internally investigate the credit check but made no promises to fix the credit hit on my profile. We want what was promised, a no term (month to month) installation of the promised equipment at the agreed price. I can provide emails and audio files of the conversations once this case has been assigned to a rep. ***** you!

  Business Response

  Date: 05/04/2023

  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: 05/04/2023

  
  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.

  The business reviewed our concerns and agreed to honour the original agreement made by the first rep we spoke too.

  They handled it professionally and restored our faith in the honourability in the way they do business.

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:27/03/2023

  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.

  Security Alarm;May 2022 I was registered with ADT at the time and paying $11:00/month.When a gentleman showed up at my door,in our discussion I learned that Telus bought out ADT, they changed the alarm panel and contacted I presume Telus to negotiate a price, which was $33.00/mth. I agreed to this price, but am not willing to pay more. And now do not want to pay the emails that they send me. For a system I don't even arm. I received a Quote from ***** from Telus I am not paying this Bill, as you had someone come to my door (not suppose to solicit your services without a prior appointment , when you bought out ADT. I let them in and as they took apart my old system and replaced it with a telus system. They contacted someone from Telus I presumed, As I came to the Agreement to pay $33.00/mth from the $11.00 thru ADT ********************* from Southgate Telus Hi ******, Here is the quote of costing for everything we discussed today:Internet - $50 TV - $78 (Including 9 packages to match **** and includes ******* and Prime Video)Home Phone - $14.21 Security - Reduced to $18 ****** packages we discussed were Hollywood Suite, Super **************************** Living, Primetime, **************************** Variety, and Nature, *******, Amazon Prime, and Crave+HBO.Total - $168.22. This amount already has tax included in it. This is your final cost.They will not honor this quote.

  Business Response

  Date: 04/04/2023

  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

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19849914
  
  I am rejecting this response because: Damage done to my front yard putting in fiber; and wanted to due more damage to the rest of the yard,
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 13/04/2023

  Hi Enand, 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:23/03/2023

  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.

  Hi
  I’m contacting in regards to my mother.
  She had a Telus representative come to her place and she decided to change from **** to Telus for her landline.
  When my brother found out he told her to cancel so she called him and told him.
  Telus still removed the phone from **** and she has being dealing with Telus for over a week and has been on the phone holding with them for hours!!
  
  They told her it was transferred but **** says it hasn’t been. She has had this phone for over 40 yrs and is worried about losing it but they can’t seem to get it transferred plus they are leaving 2 seniors without a landline and nobody can get into there condo without out!
  
  It’s very frustrating for her and I feel they are taking advantage of a senior.
  
  They seem to not be doing anything to help her.
  
  I hope you can do something to help
  Please & thanks
  ********

  Business Response

  Date: 29/03/2023

  Hi *****,
  A TELUS manager has attempted to reach the customer on March 24, March 28, and March 29 with no
  success. We were able to confirm the issue is resolved. We have closed this complaint as we were unable to reach the customer.
  Thank you,
  TELUS Manager