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

  788 Beatty St FORMER: complaint Vancouver, BC V6B 2M1

• 

  Telus

  10020 100 St Edmonton, AB T5J 0N5

• 

  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:23/03/2023

  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.

  On March 21, 2023, we got a parcel from Telus, with an Alexa ******* As we did not order anything from Telus, we contacted them to inquire. After 30 minutes of waiting for the agent to find out whats going on, I let her know that I couldn't wait any longer; however, they are welcome to come and collect the package just to let us know the *************.Shortly after, another Telus agent called, saying that we must return the package via ************ Told her that I spent 30 min over the phone with the other agent, plus another 20 min with her, thus I cannot waste more time going around the city, as it was their error. But, again, I said they're welcome to come and collect the package.Oddly, they were not able to explain why they sent an Alexa ****** without prior communication with us; as well, there was no invoice included in the package (no invoice under my Telus account as of today). In the email with return instructions, they said: You are responsible for the returned products until they have been received by TELUS. Please ensure that you save your prepaid waybill number so you can track it on the *********** website. Purchasing parcel insurance is also highly recommended. It was their error to send a ****** we never ordered, so we won't take any responsibility for it, purchase any insurance, or go to any post office to waste any more time on the matter. I politely announced the issue as soon as I got the parcel, waiting almost an hour on the phone. I also offered to hand it over anytime. We are loyal Telus customers for 15 years. But in the last 4 years, having a contract with Telus has been a pain. The contract stipulates a fixed price/month for 2 years, but we often find that Telus adds more and more to the bill. We have to call them regularly to fix the issues. Last month they did the same. When I called, I was put on hold for 3 hours just to readjust the price as per the contract. These errors seem to become a pattern.ACCNT#********* *******

  Business Response

  Date: 29/03/2023

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

• Initial Complaint

  Date:22/03/2023

  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.

  It's impossible to reach anyone in customer service. My ADT security system is now owned by Telus, I received a letter dated Feb 17 about my account change. I need to update my contact info and have a question about my account. I've been trying to reach customer service for 3 days. Long wait times means I had to leave my call back number, I did that 2 days in a row - no call back on either days. Telus Support on ******* says to DM them, the DM doesn't work, getting a "message failed to send" (it works when I DM others so it's not a DM problem). I just called support again today at 8:30 am ET, message says their offices are closed but website says they open at 6:30am.

  Business Response

  Date: 23/03/2023

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

  Customer Answer

  Date: 24/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. A representative from Telus finally called after I made the complaint to the BBB, they answered my questions. I find this complaint to be resolved. 

  Thank you for your assistance.
  
  
  
  Sincerely,
  
  
  
  ******** **********

• Initial Complaint

  Date:21/03/2023

  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 issue started in July 2022 when Telus came to our residence, located at ***************************************************************. We were informed that Telus had purchased ****** Home Security and that they wanted us to stop ****** and use Telus services (going under *** Home Security). Approximately 2 weeks later, Telus came to the house and installed their equipment. In October 2022, I was doing our banking and noticed that Telus and ****** are both taking money out of our bank account. I tried to get resolution on my own. I would call ****** to discuss it and they would refer me to Telus. I would then call Telus, and they would tell me that I needed to speak to ******. It kept going back and forth, and I was unable to talk with anyone there. I then put a stop payment on ****** at the end of October 2022. On 14 March 2023 I got a phone call from ************* of ****** stating ****** had sent our bill to collections. Then on 16 March 2023, I called Telus and tried again to explain and they told me again to contact ******. On 17 March 2023, I phoned ****** Collections in the morning and the individual on the other end told me that I had to call Telus. I told them "No, I would not be calling Telus anymore". I told them I was going to contact the Better Business Bureau and that is what led me here. ****** says that I owe $217.70 and I do not believe I should be responsible for this as Telus called ****** at the end of July 2022 and told them to cancel the account. They just kept charging **** want Telus to call the ************* and get this matter straightened out. The phone number is **************/File Number ********.

  Business Response

  Date: 21/03/2023

  TELUS has a manager assigned to this file, and the issues will be investigated and addressed with the customer as soon as possible.

• Initial Complaint

  Date:20/03/2023

  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.

  On March 13, 2023, I called ************ at 645 pm to discuss Telus matching **** to upgrade my internet speed from 150 to 300 because fiber was installed in our townhouse units on Feb. 28, 2023. I originally had Telus match the deal **** was offering me but at the time you could not match the 500-internet speed they were offering because my area was not connected to fiber. Telus said they would match it when fiber was installed.
  I called and asked for customer service. After about 45 minutes I got connected to an agent. I proceeded to tell the agent that I wanted to talk to someone about matching **** offer and getting my internet speed put up to 300 now that fiber was installed. As soon as the agent heard I needed to match and change my internet speed they said I would need to be sent to a loyalty agent instead.
  After about another 30 minutes on hold, I got a loyalty agent and proceeded to tell them the whole story over again. Your loyalty agent informed me that he was a fiber loyalty agent and could not help me because my existing internet was set up as a copper plan. If you have two different loyalty agents then you need to train your customer service people to send you to the right place. Having two different loyalty agents is ridiculous. Why not have just one and train them on both? This agent was not helpful at all. He said he has to transfer me to copper loyalty and they would help me. He said I should only have to be on hold for 5 to 10 minutes. I was left on hold for another 30 minutes and then, of course, a message comes through the phone and tells me Telus is closed and I would have to call back during business hours and it hangs up on me.
  Total time on the phone 1 hour and 46 minutes and your customer service people resolved NOTHING. This was some of the worst customer services I have ever experienced. Please contact me to resolve this issue.
  
  ****** ******
  Telus Account ********* *

  Business Response

  Date: 20/03/2023

  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: 21/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Please call me on my cell phone number (306) 201-8758
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 22/03/2023

  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: 23/03/2023

  
  
  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. Thank you to Oliver from there management team for getting in contact with me and helping resolve my issues.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:16/03/2023

  Type:Delivery 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 old tv gave up
  So i saw telus online free tv with internet sign up ,so booked online and was to have installed Feb 16 2023
  I get emails make sure some one home on the day an i get a call oh this is now an all day service call
  The tech showed up 3 hours late and took 4 trips to my address to finally get the internet working a week later
  So i ask where is the tv ?Oh thats not our department they take 6-8 weeks to deliver!!
  So here i sit 4 weeks later still no tv
  Phone call after phone call to get an answer and the same ** just to get you of the phone
  This is the worse service i have ever had with any company Lies after Lies
  It is ***** and a **** to get you to sign up for a 2year contract I have been a telus bc tel customer for over 25 years and now are considering canceling everything tv internet and cell phone
  very stressfull and painfull dealing with these ******

  Business Response

  Date: 23/03/2023

  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

• Initial Complaint

  Date:16/03/2023

  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.

  I had been with ***** for 10 years since 2013 and made about 120 payments without an issue. Recently I switched my ***** to Telus after accepting being upsold by a vendor in a store, the plans seemed better and I thought they were the same company (they sort of ARE).
  
  I had my ***** set up with autopay to never miss payments, and all my information was used to set up my Telus account.
  
  Unfortunately, they didn't keep the autopay! This caused my account payments to become late. Telus sent me a text asking why this was the case and I RESPONDED and wanted the autopay to be set up. I also called in and made the late payment and set up autopay.
  
  Since then this issue has not happened again, and never will happen again!
  
  But I am disappointed because I did not realize this was the issue and thought everything was fine. Then I responded to Telus' contacting me and explained the issue, but they must never check the text mailbox or did not receive it...I eventually had to call and get it fixed myself.
  
  I know ***** and Telus have differences clearly, but as ***** customer who never had issue for 10+ years, I would ask Telus is it likely I wasn't just paying my bill, or is it more likely I had an unusual circumstance that led to this situation?
  
  This is reported to my credit agency which will impact me as I am searching for a house/mortgage.
  
  I am obsessed with ***** and tell everyone it is a great company and was doing the same for Telus, but I find this extremely frustrating. I understand this is an area where Telus can say they didn't make a mistake, but I feel just as valid from my pov is that I felt everything was ok and why would I think otherwise after years after years of paying my bill a certain way without an issue?
  
  I am not a problem customer who has this as a reoccurring issue, and so am disappointed. I try to be responsible and have everything set up, and when I switched from Telus (*****) to Telus, I thought everything would naturally flow as normal.

  Business Response

  Date: 20/03/2023

  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:15/03/2023

  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.

  I cancelled my service in august of 2022. As I was moving. We agreed on ******. They took it off my credit card. Then continued to take monthly payments off. I called in October they said they would get someone to call back. I called in November they said I didnt cancel my service but see I paid for it but didnt fill out the paperwork that was sent. I asked for a manager to call me nothing. Called back in March of ************************ a month they said well yeah we took your money for the cancellation but you never filled out the paperwork. I asked where it was sent they said it was never sent cause I didnt call back. They wont refund anything it will take months to cancel which means my contract is over they owe me 9 months at *****. I had to claim fraud charges on my credit card cause they wouldnt send anything after numerous calls and keep lying about the cancellation. They are **********. I just want my 9 months back. This is unacceptable. I didnt want to do fraud charges as I have a 900 credit score but no one would work with me or send me the cancellation paperwork till my contract is up.

  Business Response

  Date: 21/03/2023

  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:15/03/2023

  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.

  Life works pension department is terrible. Employees never follow up with request and they chronically lie and are disingenuous. I can't get any paperwork requested. I have $100,000 of pension that can't get information on. I reserve all rights to file legal and criminal charges against this company.
  
  ***** *****

  Business Response

  Date: 20/03/2023

  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: 20/03/2023

  
  
  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. However, resolution is not complete and I expect a resolution to be satisfactory. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:14/03/2023

  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.

  Telus WiFi residential service in Mackenzie, a small town in Northern BC, is offered through a Hub service only. The hub has to be purchased & it is driven by a "WiFi chip", identical with a Cell phone micro-chip in its appearance. And, like a Cell phone micro-chip, it has to be bought at a cost of $10 + taxes.
  However, unlike a Cell phone Micro-chip, it cannot be purchased from a local dealer. Instead, it must be purchased on-line. The unfortunate part in this process is it takes 7 to 10 business days for Telus to deliver the chip by a courier And, the clock only starts when the order has been processed ready for courier pickup!
  I ordered online on March 5th, 2023 & on March 13th, 2023, I checked its status & found it still had not been processed! I phoned yesterday, complained, was refused a Supervisor intervention & clearly informed they could not (would not) expedite my order in view of the already elapsed 8 day wait time! That's how nonchalant a corporate giant operates! This is outrageous downtime & I still have no information to assure me that my order has ben started!
  Why isn't a WiFi chip readily available for purchase in local outlets where a consumer can go pay & pickup the product with the same convenience as buying a Cell phone chip at a dealer's store?

  Business Response

  Date: 20/03/2023

  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: 20/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Nobody, not even a phone clerk, has been in contact with me.  Let alone make me an offer!
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 22/03/2023

  
  Hi *****,
  A TELUS manager has been in contact with the customer to discuss their
  complaint and their concerns have been addressed. The customer refused to
  speak with the manager who contacted him.
  Thank you,
  TELUS Manager

  Customer Answer

  Date: 23/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: No "Manager"
   has made any attempt to discuss my concerns.  Simply stated, they're not interested in my issues!

  Two concerns, very simple to understand, yet they're not interested to address them!

  Simply stated, they are:  Why is their "System" require 10 business days for a key component to restore my internet service take 10 business days to reach the customer.  That's REAL DOWNTIME to the customer.  Added to that period my request for this part was bought & paid for yet the process went dormant for 8+ days until I inquired as to where my purchase was.  The 10 business day clock countdown doesn't start until it is shipped.  This is several extra wait days!

  My second concern is my downtime which began when the ordered component became defective & won't end until it is delivered & restored.  I estimate a loss of service of approximately one month!  What should I do about getting a refund for this extraordinary downtime?

  
  Sincerely, 
  
  **** ********

  Business Response

  Date: 31/03/2023

  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: 31/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  No "Manager" has tried to call me.  None!

  The only representative who called was a team employee, but not a manager.  This was their original attempt to contact me but, no one has called since I rejected their first claim that a Manager had called me.  In response "they" tried to claim a manager tried to talk to me & I refused his/her attempt to discuss the subject.  They are truly insincere in their approach.  Typical characteristic of a monopoly!

  Meanwhile, I continue to keep my account current in good faith that some sincerity will eventually come from Telus.
  
  
  
  Sincerely,
  
  
  
  **** ********

  Customer Answer

  Date: 07/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because "They" again refer to a "Team" player when I have specifically asked to speak to a "Manager".  And I do mean a "Manager" with a title & phone number.

  I do note Eland, the "familiarity between yourself & the Telus Manager who responds to you.  You are addressed by your name & the correspondent signs off as a "Telus Manager".  I note however, no name & phone number is included to close out their correspondence!

  What is their problem?  Why do "They" hide their identity?  Are "They" too big to make personal contact with their revenue supplying customers?

  My concern is two parts:  1)  being a one month rental rebate for downtime awaiting delivery of vital product; &

                                           2) being the question of making *** *** cards locally available for purchase & pick-up thereby eliminating lengthy downtime.

  The latter concern/complaint cannot be addressed below a "Manager" or "Executive Team Member" level.

  Thank you & with due respect.
  
  
  
  I am,
  
  
  
  **** ********

  Business Response

  Date: 19/04/2023

  Hello *****,

  Per our colleagues in TELUS Mobility, a Mobility manager did reach out to John and addressed his concerns. We've been advised now that this BBB complaint can be closed. Thanks!

   

  TELUS Manager

• Initial Complaint

  Date:09/03/2023

  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.

  I got telus cable while I lived in ******************* on a 2 year contract. For signing up we were supposed to get a 500 gift card for ******* electronic store. We were supposed to receive it within 1 month of the services being set up. We ended up moving to ************** for my job within the 2 years. We phone to have our services switched to our new address and they told us we don't provide service at that address. So they told us the contract was void due to that. They also mentioned that we didn't not receive the 500 dollars gift card so said they would send it to our new address. After receiving the gift card to our new address we got a final bill that said we had to re pay the gift card and has charges on the final bill for disconnect fees. We told there would be no charges as they did not provide service at our new address. I phone and asked about it all and asked why they would send us the gift card if they were just going to charge us for it anyways. They said they would but it under review and I would receive a call back within 8 -10 days. I waited 12 days and called them back and they told me that that account did come up on their computer so was told it must have been closed. So I assumed they took the charges off without contacted me. I find out 2 years later when I am contacted by collections for the money. I tried to have it dealt with at the time and telus refused to work with me and then told me there was nothing they could do because the account number didn't come up.

  Business Response

  Date: 20/03/2023

  Hi *****,

  A TELUS Manager attempted to reach the customer on the 16th but only was able to leave the customer a message. We will attempt the customer again as soon as possible.

  Thank you,

  ************;

  Customer Answer

  Date: 20/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did not receive a call or a message from telus on the 16th
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 28/03/2023

  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