Business Profile

Telephones

Telus

Headquarters

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Complaints

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

Customer Complaints Summary

855 total complaints in the last 3 years.
293 complaints closed in the last 12 months.

If you've experienced an issue

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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:13/02/2023
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 have tried 10 times to call the Telus number and have waited 25 Minutes or more… I also emailed them and they contained to tell me to call the same number …I can north reach anyone …but they continue to bill whatever they want . The chat doesn’t is also no result …
Business Response
Date: 16/02/2023
Hi *****,
A TELUS manager has attempted to reach the customer on Feb 14,15 and 16 with no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
TELUS Manager
Customer Answer
Date: 16/02/2023

Complaint: ********

I am rejecting this response because:

There has been no resolution by playing phone tag

Sincerely,

****** ****
Business Response
Date: 17/02/2023

We have attempted to resolve this case and cannot overcome customer concern, case is being closed as unable to overcome the customers concerns.

Thank you
Customer Answer
Date: 19/02/2023

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,

****** ****
Initial Complaint
Date:13/02/2023
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.
***** ** ** ********** ********** ******** My wife and I are periodically bombarded with unsolicited phone calls or cold callers, who are pushy to the point of belligerence. The last one, which prompted this complaint, was told in increasingly firm tones that I wasn't interested yet still tried to push the agenda.
As stated, this is unsolicited and is at best irritating and at worst out and out harassment.
We have asked to be taken off phone lists and not to be contacted but nothing changes. My wife had to block one number after receiving multiple calls on a daily basis.
I have never in my life dealt with such an inconsiderate *** ******** organization. *** ********** ***** *** *** ** *** **** ***** ***** * would like for this to stop!
There must be something that you can do to prevent companies from soliciting so ************* **** ** *** * **** ********
Business Response
Date: 16/02/2023
Hi *****,

A TELUS manager has attempted to reach the customer on 13 February 2023, 14 February 2023, and 15 February 2023 with no success. We have closed this complaint as we were unable to reach the customer.

Thank you,

TELUS Manager
Initial Complaint
Date:07/02/2023
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 have/had an account with Telus Home Security, which I cancelled in December.I have the email confirmation that it was done and my account access to the alarm.com site and their app (the site for Telus alarm customers to control their system).However, I am still getting billed by Telus.I have called 5 different times, each time the agent says the account was not cancelled correctly, etc. and it is cancelled now. I ask for an email confirmation on it which I do receive.Nothing is getting done apparently, I am always told the same thing or I am simply hung up on. My bill is going to grow (even though it is supposed to be cancelled) and there appears to be no way to get Telus to do anything. Even though I no longer have access to my account, I am effectively being billed for nothing.Not sure where to turn next as I cant find any way to get past their call center agents, even when I ask to be escalated, they just put be on indefinite hold.
Business Response
Date: 08/02/2023
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: 16/02/2023

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,

***************************
Initial Complaint
Date:06/02/2023
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.
I have had nothing but problems with my services (tv, internet and home security).Called numerous times complaining about services previous to Sept 11th 2022 Sept 11 escalated the matter spoke with **** case # ****** expressed that we were unhappy with our services and that i did not feel right paying for services that i was not receving. I was told they would be sending a technician Sept 22 repair technician came replaced all of our equipment and finally installed the missing cameras we were being charged for Dec 18th spoke with ren about t.v not working for the past week or so. spent hours on the phone and problems were eventually repaired (problem on telus end)Jan 30th tv stopped working, cameras won't record Feb 4th cameras and t.v having problems. missed my payment arrangement for the 1st called to clear up my bill and discuss the problem. *** a manager at telus was rude talking bad about the previous manager **** that had assisted me in the past saying **** needed more training and that she makes mistakes Tired of calling and being placed on hold to receive services that I am expected to pay for
Business Response
Date: 07/02/2023
"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

Escalation is resolved thank you
Initial Complaint
Date:02/02/2023
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.
We live rural with NO cell service so we rely heavily on our land line. This is a recurring problem. It seems to happen only to our land line when there is a rain/snow, freeze, thaw, freeze scenario. We lose total service. When Telus is called, they try to fix remotely but that seldom works. They then give us a service call date. The only problem with this is IT'S A MONTH IN THE FUTURE! We lost service Jan 26 and were given a service call date of Feb 22. If there is an emergency, I would have to drive to a neighbours.... this could be life threatening in a rural area. When the service person does come out, the problem is temporarily fixed until the next time, the issue is never fully resolved.
Business Response
Date: 08/02/2023
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. The customer is fully aware of the progress being made in their escalation.
Thank you,
TELUS Manager
Customer Answer
Date: 09/02/2023

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 but will see if they ACTUALLY rectify the problem or just "patch" until the next recurrance. .

Sincerely,

***********************
Initial Complaint
Date:31/01/2023
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.
On 01/25/2023 I called Telus to inquire about switching my internet plan. At that time, I was on a month to month plan with Telus and had no contract. There was a plan for $79/month available that I requested. The person I spoke with said they would put me on that plan and that I would get an email confirmation. I never received any email.I called Telus on 01/30/2023 to inquire about the status, and was told that the person I spoke with on 01/25/2023 renewed my contract for 2 years at $155/month. They said that in order to get the $79/month deal that is currently available to all new customers, and was available to me on 01/25/2023, I would need to pay $15/month for 24 months as a cancellation fee.This person signed me up for a contract I didn't request, at a higher rate, for 2 years without my knowledge, and now Telus won't let me cancel or change the plan unless I pay $360. Not to mention I have spent 15+ hours on hold over the last week regarding this matter.
Business Response
Date: 01/02/2023
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:27/01/2023
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 a Telus account so long ago, ***** years that I dont remember the exact dates. I canceled that account and paid it out. Now a lawyer in ******* is suing me on behalf of Telus for almost $3,000.00. I dont owe them anything. I dont have any supporting documents as it was so long ago.
Business Response
Date: 01/02/2023
Hi *****, A TELUS manager has attempted to reach the customer on 30th, 31st Jan, and 1st Feb with no success. We have closed this complaint as we were unable to reach the customer. Thank you, ********************** Manager
Initial Complaint
Date:26/01/2023
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.
went months without Telus home security working in the home. Contacted various numbers and people that I was told to contact over a course of 4-5 months. In the end I asked about cancelling and they wanted to charge me over $500 and escalated the issue to a manager. Missed their call - so I called back and never heard back ever again from Telus. They then closed my whole account charged me the equipment fees and never contacted me again. I didn’t even know what my current/final balance was I just made random payments and hoped for the best. Horrible customer service options most of their agents wouldn’t even help me because apparently only a specific department or level of person can help. Scammed me hundreds of dollars and lack of services.
Business Response
Date: 02/02/2023
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
Initial Complaint
Date:25/01/2023
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.
This has been ongoing for 2 years, commencing in November 2020, I believe.

The image is what I was left with after the installer came to put in the FO system.
Customer Answer
Date: 02/02/2023
Client at for 2+ years c/s, TV, Internet, WIFI work poorly or non-existent. Called T many times about the connectivity issues but no resolve. In 2022, T installed FO into condo bldg and service worsened. Many complaints to them and hours of t/s. TV was intermittent, got messages, (ERROR, No Internet Connection, Login Request, etc.) As well, TV Guide showed Alberta shows, news, etc. and New York programs on reg stations. Clicked on stations and it told me I had to log in. When I tried to log in, the system would not allow me to and the message showed "EXPIRED" The internet became very slow and WIFI was not staying connected, (See ***Final comment) FO was not a necessity, but I thought I would have it hooked up because of the issues I was having. Guy came, and could not install bc of no electrical outlet near their hardware. Hooked up an unsightly contraption which made everything much worse. Now, no TV, ******* inconsistent, the computer is very slow, phone drops calls, and shows message, “not connected to the internet.” No solid Bluetooth connection. Sent many of complaints - nothing. Spoke to a “manager,” - wanted to t/s. I refused. The manager agreed to install an electrical outlet (via phone call) at their expense, which I agreed to. That way, I would get FO and possibly have a useful service. She changed her mind and sent me “supersystem.” First guy already installed that. So, no progress, still do not have the services I am paying for, and Telus couldn’t care less. Contacted manager again - no response Also, can’t change my *** TV options for over a year - reported many times. Had to change password multiple times and I have no idea why. Adding insult to injury… ***I had previously typed this report on the BBB website, completed it, and then lost my internet connection and lost everything. I’ve now typed this on a doc and will cut and paste it onto the BBB site.
Business Response
Date: 08/02/2023
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: 10/02/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I HAVE AGREED TO WORK WITH THEM, HOWEVER, AT THIS TIME, NO SOLUTION HAS BEEN PROVIDED. I HAVE PROVIDED TELUS WITH AS MUCH INFORMATION AS POSSIBLE WHICH INCLUDES PICS, VIDEO, AND VIA PHONE CONVERSATIONS. AS THIS PROCESS CONTINUES TO *** ME OF MY TIME AND ENERGY, I HAVE GIVEN THEM UNTIL FEBRUARY 17, 2023 TO RESOLVE THE ISSUE. AFTER THAT PERIOD, I WILL BE REQUESTING MY CLAIMS FOR SETTLEMENT.

Sincerely,

Heather Andruski
Customer Answer
Date: 21/02/2023
This is the communication between Telus and me, to date. The previous communication file was in an unreadable format.

Telus is claiming that they are still willing to work on this, but they, admittedly, do not have a solution and do not seem to have a plan. Another week has been wasted. I am not willing to work with them any further.

As well, I would like to add to my list of "resolutions" so can you advise as to where/how I do that please?

Business Response
Date: 23/02/2023
Hi ******
A TELUS manager has attempted to reach the customer on February 19th, 21st, and 23rd with no success. We have closed this complaint as we were unable to reach the customer.

Thank you,
TELUS Manager
Customer Answer
Date: 23/02/2023

Complaint: ********

I am rejecting this response because: I have received 0 communication from Telus on those dates. My phone/email records will prove that. As well, "*****" was part of the escalation team handling my case - he had my phone number AND my email. My last communication with him was February 17th via email.
I will not allow TELUS to simply dismiss this case because they do not want to take responsibility for the costs and their non-actions. If they choose not to settle this, I will proceed further in court.

Sincerely,

*******************************
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:
No one has contacted me since I last spoke to ***** from the Escalation team. In fact, a previous message from Telus stated that they tried to reach me 3 times, but couldn't, so they were closing my file. I have no record of their attempts to reach me, but being their client, they have many ways to make contact - phone, email, text. Telus has already indicated that they don't know how to fix the problems, but they keep billing me. It's time to discuss a settlement.

Sincerely,

*******************************
Business Response
Date: 09/03/2023
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: 09/03/2023

Complaint: ********

I am rejecting this response because: a Telus member was scheduled to contact me today at 11:00 a.m. That did not happen.

Sincerely,

*******************************
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
Initial Complaint
Date:23/01/2023
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.
We had a security system installed by Telus in April of 2021 (it was installed earlier under a different account holder, but we took over the account at this point). We were informed at the time of installation that it was included in our Internet package. From the outset the system did not work and the app that went with it did not work. Service was called on multiple occasions and the system would work for a day or two and then stop. We stopped using the service. In approximately August of 2022 we received a notice of disconnection. I looked up the account number and there was no such number associated with our other services from Telus. I assumed it was an bureaucratic error. The following month we got another and I called Telus for am explanation. After over 15 hours on hold across multiple days, I was able to speak to a customer service agent. I was told that Telus had never connected the Security account to our other accounts, which is why we had never received a bill. In that call I explained that the service had not worked from the outset and that it should be cancelled. I was told that it would be, but nothing happened. The following month I got another notice of disconnection, and have been receiving them since. I have now received a notice that the account is being sent to collections and the amount owing has more than doubled. This is in spite of the fact that I had extensive conversations with customer loyalty who knew the situation. The contract we signed with Telus clearly spells out that Telus would be responsible for billing us on a monthly basis, which never happened as they never linked our accounts. We consider the situation to be one in which Telus violated the terms of the contract by not linking the accounts and not billing us. To date I have spent well over 20 hours on hold and more in conversation with Telus Customer Service to absolutely no avail. We seek assistance in resolving the situation. Thank you.
Business Response
Date: 01/02/2023
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

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Telus is NOT a BBB Accredited Business.