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:03/03/2023

  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 Tuesday February 28th, our area received a wet snowfall that knocked out ***** to our neighborhood as well as the Telus service line from the pole to our house. BC ***** restored power by noon that day, and I had already called Telus to advise them that the line was disconnected from the pole on the street, and laying across the road. The agent I spoke to tell us booked me an appointment for the following day at 8:00 a.m. to have a technician come out to resolve the issue. The technician came out March 1st, and did not have the equipment required to reattach the service line to the pool on the street. He advised me they needed to order a bucket truck to come out, and it would be probably the next morning. I let him know that I work from home, and need internet access in order to do my job. I requested that the issue be made urgent and he said he had no control over when they could come out but would try. By noon on March the 2nd, no one had ************** the line yet so I called Telus again. The agent I spoke to wasn't able to assist, and I was put through to a manager. I gave the manager a summary of the situation, and let her know that this is urgent for me as I work from home and need my internet connection in order to work. The manager advised me that the work order had been accepted and that the technician doing the repairs would be out same day. It is now 8:45 p.m. on March 2nd and nobody has come out to fix our line yet. I have not had phone internet or cable for 3 days now, which is impacting my job. We also are paying a lot of money for service that we are not currently receiving. I'm incredibly frustrated at the length of time this is taking to fix, and because I haven't received a correct estimate as to when this will be resolved.

  Customer Answer

  Date: 06/03/2023

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

• Initial Complaint

  Date:02/03/2023

  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.

  Feb. 28/23, Wow. Telus customer service is horrendous and blame you for their lack of notice for cancellations. First off, I switched from Shaw to Telus Feb. 14/23. Was told outside work needed to be done before internet could be installed (I had an appointment for the installation for Feb.28/23). So I had my services with Shaw to be disconnected for March 1/23. I received an email saying I had to reschedule my appointment from Feb. 28/23 to March 8/23 because the outside work wasn’t “finished”. The outside work was indeed finished on Feb. 27/23 and I received an email confirmation that a tech would be coming in on feb. 28th anyway. I called to clarify this and was told by a customer service rep that a tech could come by within the next 24-48hrs after the outside work is done and that I would be contacted (was never contacted by anyone from Telus unless I called first). After calling again, I was told a tech would come in between 9-11am March 1st to install internet.. no one showed up and I never received any notice AGAIN. 2 days later and still no updates how do you work from home WITH NO WIFI*** You should have just told me to keep my internet with Shaw until you're SURE that a tech would be coming in and not tentatively coming. I called again to ask if I could get compensated for the week that I won’t be using my Optik TV (because no internet) and they had the audacity to tell me it will only be determined once I get internet. A WHOLE WEEK OF NO INTERNET?** How is this acceptable. On top of that I had 2 specific customer service reps that basically told me it’s my fault and giving me attitude the whole time I was on the phone with them. ***** ** ** ******** ******* ** ****** ***** ** ***** **** ********* **** ******** *** ***** *** ** **** ****** ******* ** * ******* ****** ********* *** ***** ** ******* 

  Business Response

  Date: 03/03/2023

  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:01/03/2023

  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.

  I was contacted by Telus and informed that Telus has bought out our Internet provider, *** ************** and that we would now have our Internet provided by Telus. The salesperson for Telus who contacted us is Kaila P***** * ************** ********* *****. She informed me on two different occasions that there would be no extra charges. We went ahead and had the new installation. When the bill arrived from Telus, there were extra charges of GST $46.77 and PST of $62.54 and an Easy Payment charge of $35.00. ( My son-in-law had the same charges on his bill, phoned and had the extra charges dropped.) I tried to have the same but was denied by Bill at Telus *************** * **** ********* When *** ************** bought out our Internet provider a few years ago, we were told that there would be no extra charges because it is the same company. I contacted Kaila P***** at Telus and she said that they had already had a number of complaints about the same thing and that she was never informed that there would be extra charges. She apologized, but that does not make it right. We should not have to pay for their mistakes. I was informed by Bill at Telus that I had only till Thursday this week to decide if I wanted to keep the equipment or have someone take it out. He said that he had checked with his legal department and that I could file a complaint with BBB or the CRTC. So here I am. Any help here is much appreciated. I am not the only one. Thank you. ****** ******.
  P.S I tried to scan in the Telus bill without success.

  Business Response

  Date: 07/03/2023

  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: 14/03/2023

  
  
  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 and have returned the equipment as I cannot enter into any contract.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:27/02/2023

  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 hold an account with Telus for home services including home phone, cable and internet. Early December I made a payment in error through my online banking account and paid my visa bill payment to Telus as a Payee. I mistakenly paid $19,424.45 to Telus. Repeated attempts (3 separate customer service calls - Reference/case number #*******) to have the funds returned have gone without resolution. I have waited the maximum 40 business days (Feb. 13, 2023 marked the 40 business days maximum time for resolution) under Telus guidance and have worked with my bank ********, who have filed a claim to reverse the funds transfer (Reference #*********). The large payment amount is impacting my family financially as I had to pay to clear my visa bill with additional funds incurring 6.5% interest on both sums. I respectfully request that BBB assist with recovering the funds from Telus.

  Business Response

  Date: 02/03/2023

  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

• Initial Complaint

  Date:24/02/2023

  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.

  I had an Alarm System installed at my home and it did not work because the distance from my house to my shop on my acreage is to great and it failed to communicate with the farthest sensors. I am an Electrician and told them that it needs to be hard wired . They said they do not provide that service. I refuse to pay for a system that does not work. My credit rating is damaged and ************* of ****** Collections wants $2,346.86 which I refuse to pay. Why would you pay for something that does not work ?

  Business Response

  Date: 01/03/2023

  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

• Initial Complaint

  Date:22/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed my elderly Mother in Law up for Telus' Living Well Companion device in October 2022 after the passing of my Father in Law. This device allows the user to press a button to summon help in an emergency. Shortly after installation, an emergency signal was triggered by my Mother in Law's device and my wife was notified by the monitoring station when they were unable to reach my Mother in Law. My wife and I live in ******* and my Mother in Law lives in ******** so we asked the monitoring station to dispatch emergency services. They declined. My wife contacted the monitoring station several times begging them to dispatch after we were also unable to reach my Mother in Law. They refused. My wife ended up contacting friends by long distance in ******** to assist.Subsequently, we discovered that the Living Well Companion device was in fact defective and had to be replaced. However, no one knew this at the time, including the monitoring station. I contacted the monitoring station, Telus ***************** ********************** Living Well ************** and the Escalation / Management Team to report this potentially dangerous oversight in hopes that it would be rectified and we could be assured that an emergency signal would be responded to promptly next time.I was informed by the Telus Escalation Team today after waiting months for a reply that Telus does not respond to these types of complaints. I believe that this is a foolish policy when it come to safety issues. We have no idea if our legitimate concerns have been acted upon and will never know.Telus should alway dispatch emergency services if an emergency signal is received by the monitoring station and they are not able to reach the subscriber. It should not be left to family in another province to reach out to emergency services instead.

  Business Response

  Date: 01/03/2023

  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: 01/03/2023

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

  Regretfully, I have not been contacted by a Telus Manager as purported by Telus response since the filing of my complaint.

  Perhaps they can reach out to resolve this safety issue at their earliest convenience.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/03/2023

  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: 09/03/2023

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

• Initial Complaint

  Date:21/02/2023

  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 is forcing all customers to install fibre optic cables in our homes to keep their services.
  
  My local phone is used for my job and personal phone calls that includes emergency calls.
  
  Telus is forced many to desist services for people who don’t want the fiber optic cables for all services is making them so unethical.
  
  They are forcing us all to us to install this new technology which is a huge problem for many people customers.
  
  I need help for this option to be canceled or to use other ways to impose the services on all customers as I feel threatened by the way it’s been handled.
  
  So unethical *** ************* to customers who have been loyal to them for years.
  
  I use my number always and with this forced loss of my phone due to the install in my home I will be fully forced to loose 2000 per income without my landline.
  
  This needs to be fixed for them to allow all customers to stay as they want and not forced to install anything cables or anything like this to keep the services.
  
  This business practice they are doing here are so unethical. ******* ********* **** * *** ********* ** ************ *** ********* ** ** ** **** There are so many customers that are in the same predicament to deaf ears* ** *** **** **** **** *** ********* **** **** ********* ******** *** *** ******** ********* ** *** ***** ** ****** ***** **** ** *** **********
  
  As it is not the customers fault that Telus is being so unethical ** ************* ** ****** ** ***** 
  
  Forcing customers to rip open walls to install fibre optic cables to get back a regular phone line or they turning it off.
  That’s when all havoc happens here to all customer users of Telus without help.
  
  
  They are also falsely advertising
  InternetTV
  (A FREE $400 TELUS Prepaid Visa makes it the perfect time to change
  Bundle Optik TV® & TELUS Internet, and get a FREE $400 Prepaid VISA gift card)

  Business Response

  Date: 28/02/2023

  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: 28/02/2023

  
  
  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.
  
  
  
  

  as this fibre optic cable is going into our homes I am financially strapped to have any repairs done to our home. TELUS’s customer service team was so callous about the the problem it was so obvious that they are doing this unethical business practice to ***** *** customers into a contract with cables and wires that in power failures loose power. Forcing use all to use cell phones instead of any landlines. 
  

  this will have a huge financial impact on my jobs as I stated. 
  But the way this subject has been handled was so poorly handled. 
  

  with all do respect they even told me to leave Telus that’s not ethical practices. Many people and businesses have removed Telus products from their lives and this has caused frustration for all customers to be forced into having wires installed into our home at the owners to repair our walls Or have the wire’s outside our our homes installed that are exposed to the elements. Even animals have eaten the wires in our townhome complex. 
  

  why not use the same wires with additional electrical power or add ons for people who don’t want the switch on their homes. 
  any way this subject is not being handled correctly or ethically at all.
  this is a serious matter for even better business bureau to take in consideration for this matter happening to you there.

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

• Initial Complaint

  Date:17/02/2023

  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 and paid the contract with ****** in September 2022. But Im still getting a bill , I call ever time I receive a letter and emails and Im told every time theres no account for me and I wont hear from them again . But after some time I get another bill and states I have 90 days or it will go to collections. I call the American side they tell me they cant do anything to call the ******** side and they say its the American side .

  Business Response

  Date: 24/02/2023

  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:16/02/2023

  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.

  Account number: ******** Got a Black Friday deal with telus on nov25 th 2022, they promised $85 org/100gb unlimited, -$10 for for transfer from other companies,-$20 for having telus internet home , -$7.5 for multi line import total is **** credits also -$200 for blackfriday deal and ****** ** bring it back with $0 for each line First bill Ive received noticed they charge the fee started from Nov 25, and didnt apply any credit, after I called and talked to them so many time they finally fixed practically, but still about the credit theyve promised, they denied some of it saying the rep whom talk to me is not well training so he give me the wrong information, so telus will not apply the other $20 to my second line, funny thing is I had called twice after BF to confirm my plan and all the credit and 2 different rep all told me its all good !! Also Im truly believe before the rep cant finalize the deal before a manager to confirm,so theres no reason they dont fulfill our deal. And other credit on my bill is some time there and sometimes not , also all the credit they give me they deduct the tax ( exp:$10 -tax) and the apply it on my bill then charge me the whole amount tax again!!Called so many time tried to fixed it , wasted hours and hours and reps are not willing to help !!

  Business Response

  Date: 17/02/2023

  Dear BBB Administrator,
  Thank you for bringing the client's concern to our attention.
  Our records indicate that the client has already filed a CCTS complaint #******* in regards to this matter and as such the resolution will remain as per the CCTS.
  Thank you for the opportunity to address the client's concerns. No further communication will be provided via the BBB regarding this matter.
  Sincerely

   

   

• Initial Complaint

  Date:13/02/2023

  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.

  Bought a business who already had telus fiber and 2 landlines. Did not do a business name change on account but created my own account and ported two phone numbers as recommended by a Telus rep. I was told that I would have incoming and outgoing caller ID. Phone line transfers were promised on several different days, Jan 30th being one, Feb 2nd the other. Port actually happened on Feb 3rd. This is not entirely at Telus' fault as I've put in the request to port the number Jan 27th. I found out recently that caller ID was not working, so I contacted. Telus says it is not included with my plan, but no where on their website does it state so. They say they have an internal document which they cannot send me. However, internet was a big issue. They scheduled us for Feb 8th installation. I do not understand why this was needed as fiber lines were already active and they used the same equipment. Technician came twice and have done nothing, just told us that it is active and no needs fixing. After an hour they left, all internet was down, including all the phones as they were voip. They essentially discontinued my landlord's internet line and not activated mine. I was on the call 2-3 hours that day and they gave me a run around, saying it was not activated, no reason why, and that I will have to wait until the next day. So, a business with no phone and no internet, unable to chart and to see my clients. Lost potential revenue half that day due to missing calls. My receptionist prefers physical voice mail so I've turned off the voice mail on VOIP, hence the lost calls. Finally, after 2-3 hours on the phone, they were able to activate my line that evening. I've asked for compensation and they said they will call back, but since then they have been ignoring me. I would like an explanation of why this happened and compensation for my lost time and revenue.

  Business Response

  Date: 14/02/2023

  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

   

  
  Please be advised that this matter is now resolved.

  Customer Answer

  Date: 14/02/2023

  
  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,
  
  *******************