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

854 total complaints in the last 3 years.
294 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:17/01/2023
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.
First: Reduction in my Telus account from $179-$129 was promised in September and never implemented, Sept./22
Send: technician came to the house to spend two minutes to adjust my new remote control for the TV. Prior, I was assured that there would be no charge. Instead they charged me $250.
Third, January 6/23 I received a charge from Telus on my ******Card for $363 and change. This was for no reason.

By my calculations they owe me over $700. I called. They receive my car. They said , SAID, they would look into it. For a situation like this, I feel I need immediate attention, immediate return of money, and outline of the calculation.
Business Response
Date: 21/01/2023
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.

Thank you,

TELUS Manager
Customer Answer
Date: 27/01/2023
Hello

I received a phone call from Telus. I also received this month Telus bill.

The transactions are just not included. First of all tell us kids promised to reduce my bill monthly $79 do you have any $29. That does not appear to have been so after that.

Secondly, right on my ******Card statement there was a January 6 amount deducted from Telus which amounted to $363 and change. That was not addressed.

The medias up to this say she would call me and explain it all. It’s just that what she sent to me to be explain the same thing to complete it all I do not Portalis that three how do you $63 and change

So in the form I try to send that to you, There has been no settlement reached.

Regards

*** *****

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
Customer Answer
Date: 07/02/2023

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:17/01/2023
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.
******* * **********

I was supposed to have a telus technician install a wifi router today at 1pm (Jan 16, 2023). They had not showed up by 2pm, so I called Telus Customer Service at 1-888-811-2323 and spoke to an agent. She said she saw that I was scheduled for an install of a wi-fi 6 router, but for some reason it was cancelled, and I was not not notified. She had to put me on hold so she could see if a tech could still come out today, she took my number down in case we got disconnected. I was on hold for exactly one hour, before I hung up the phone. I've attached a screen shot of my phone showing the elapsed time. At the end of the hold/call, the phone started ringing. After 5 minutes of ringing, i hung up the phone. It was 15 minutes since hanging up and no one has returned my call. I called Telus back, and the machine said wait times could be up to an hour to talk to someone. I hung up the phone and started filing this complaint.

Resolution: I would like my router installed, for the tech to show up, or if they can't make it to be notified. To be told why my install was cancelled and then why I wasn't notified, would be a nice bonus. I would also like a bill credit for having wasted my time today, without any warning or support offered by Telus. Shaw has offered me $250 bill credit and $55/month for 2 years for internet 250mb. I'm wondering why I should stay with Telus. Thank you.
Business Response
Date: 21/01/2023
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.

Thank you,

TELUS Manager
Initial Complaint
Date:17/01/2023
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.
Gooday, I entered into a two year contract with Telus back on Jan 4 2021 for $125 per month. After one year the cost skyrocketed. I called them and the contract was adjusted but not back to the original amount.and I just gave up and went along paying the higher amount. Then comes Dec of 2022 and I renew for another two years. Unfortunately a bill for $199 went through my bank account. I contacted a rep and he told me my next bill would reflect the correct amount. The next bill came and the adjustment was not correct. At the time in Dec there were many promos being offered by Telus. Nothing was offered. Here I am in a new contract and from the get go I am having to calculate. A pair of fresh eyes from Telus would be helpful.
Truly, *******
Business Response
Date: 20/01/2023
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:16/01/2023
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 closed our business. Contacted Telus September 12, 2022, to advise of business closure and sale of home. Second phone call to Telus regarding closing of business September 27, 2022. Telus immediately closed phone line September 27, 2022. We were asking to closed the line October 1, 2022. October 12, 2022 contacted Randall of Telus National Excalation Management Team. He agreed to reduce the Telus Bill from $1200.00. He gave us a $500.00 credit + $50.23 Credit and stated he would close the business and residential line accounts. As per the agreement we were to pay $375.00. This would be a one time final payment and the account would be $0.00. As per Randall. The Telus Equipment was retruned, I have provdided ****** Post Receipt of Telus Equipment. Just received a Telus Bill for $645.05. This was not what we agreed to. I have written Telus Corporate Office to no avail.
Business Response
Date: 21/01/2023
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.

Thank you,

TELUS Manager
Customer Answer
Date: 31/01/2023

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. We do want to wait before closing the complaint to make sure that Telus is going to keep to the agreement.

Sincerely,

*** *******
Initial Complaint
Date:12/01/2023
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.
/November/December/January I was solicited by Telus for an internet upgrade which I agreed to in late October. When I set the internet up my landline phone number changed,which I was not told about after 3 calls that was rectified. I then received my Telus bill and after a few calls to Telus I found out they were charging me for the new internet connection and the old one. I was given a credit for $300. I now received my bill this month and I am charged the $300. I have spent hours trying to fix a problem that they created. I would change my internet provider but am in a rural area and have no choice. This company is absolutely the worst. I believe these upgrades are outsourced and it is all about the sale and no regard for the customer.
Business Response
Date: 18/01/2023
Hi *****,
A TELUS manager has attempted to reach the customer on January 16th ,17th , and 18th with no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
TELUS Manager
Customer Answer
Date: 18/01/2023

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:11/01/2023
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.
I ordered internet 15 online as it came with free ******* from *****, with a two year contract. They then cancelled my appointment for installation. They are trying to say this offer is only available at the price of $95 a month. The evidence I have, is an email confirming my order and the price is $45/month for 2 years.
They are not prepared to honour their free ***** ******* at the price I agreed too.
This is absolutely not fair business practices. It clearly states $45/month and GIFT is ***** *******. Now they do not want to honour this amd asked me to try to order again as I will not be able to get this offer now.
I have been with Telus for 25 years. The least they could do is honour what I purchased.
I know they would not let me go back on my order…. This is so one-sided.
I expect them to follow through on their offer.

* ** ********* ******
Business Response
Date: 19/01/2023
A TELUS manager has been in contact with the customer to
discuss their complaint and their concerns have been addressed.
Customer Answer
Date: 30/01/2023

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:11/01/2023
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 have used the telus internet service for years and we are loyal Telus mobility customers. The last year or so they’ve negated on their terms for $75+ taxes with unlimited usage for home internet service. A few times I’ve had to call to have additional usage charges removed. This last bill I spoke with a representative at telus who said they would remove the extra charges again and now I’m being chased for the extra charges. I work Monday to Friday 6:30-4:30 PST and when I call on my lunch break their wait time is at least an hour to speak to a representative. I refuse to continue this battle after speaking with multiple representatives at Telus who agree I should not be charged these additional fees.
Business Response
Date: 18/01/2023
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:11/01/2023
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.
telus has shut my business down three times for a bill that belonged to to previous owners.the system telus sold me for my business never worked properly from the begging.i personaly or an employee of mine have to spend hours on hold, only to transfered multiple times then reach someone who's still not familiar with the system. then wait days to weeks for a call back from telus.All the while being charged full price for this expensive phone system.All I have asked for is.#1 : some type of restitution for sutting my business down three time.once for an entire weekend.#2: to discuss an alternative to my current system.#3: to receive some sort of break on my current billing as the system does not work properly.#4: for them to review my case in it's entirety, call's and emails so we can come to an informed decision on what type of resolution would be fair.* ***** **** ** *** **** ** ******** ** * **** *** ******* *** * **** **** ***** ** *** ************* * **** *** ****.the success of this business obviously depends heavily on the phone ring EVERY time the phone rings.my last communication with them was november 24th. I am still waiting on a call back.thank you for your time.**** not most of the time.
Business Response
Date: 19/01/2023
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: 24/01/2023

Complaint: ********

I am rejecting this response because: there has been no attempt from telus to contact me. That is a false statement

Sincerely,

*********************
Business Response
Date: 01/02/2023
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: 03/02/2023

Complaint: ********

I am rejecting this response because: I have received no phone call from telus

Sincerely,

*********************
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: 09/02/2023

I have heard nothing.
Can you please ask them to be fully informed about the file and have all the information ready to send to me before they waste more of my time?

Thank you
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

Client has engaged CCTS, TELUS will resolve through regulatory and not BBB
Customer Answer
Date: 14/02/2023

Complaint: ********

I am rejecting this response because: there has been nobody from telus who has tried to call me

Sincerely,

*********************
Business Response
Date: 24/02/2023
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: 25/02/2023

Complaint: ********

I am rejecting this response because: nobody has been in contact with me.
How much longer is this supposed to go on for?

Sincerely,

*********************
Business Response
Date: 01/03/2023
Hello *****,

Client has engaged CCTS, TELUS will resolve through regulatory and not BBB.

TELUS Manager
Customer Answer
Date: 01/03/2023

Complaint: ********

I am rejecting this response because: I have already tried to resolve these matters through ccts. Zero results

Sincerely,

*********************
Initial Complaint
Date:10/01/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
Since day one I have had nothing but issues home security dosent work as promised will not work with me to help get a soloution been on hold for hours and hours only to not recieve any help Im paying for a service Im not receiving Ive asked for items to be fixed and they always have a new answer to try to make me spend more money inwant my money back for this service Ive been paying for and has not worked correctly since day one this includes the products I had to purchase as well
Business Response
Date: 19/01/2023
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: 31/01/2023

Complaint: ********

I am rejecting this response because: No nothing been resolved

Sincerely,

*************************
Business Response
Date: 06/02/2023
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
Customer Answer
Date: 06/02/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

*************************
nothing has been done no response asked for a manager to call me back other day again has not happened being ignored no customer service what so ever
Business Response
Date: 13/02/2023
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: 13/02/2023

Complaint: ********

I am rejecting this response because:nothing has been done no contact nothing I should be refunded for all this garbadge equiptment as I have never recieved the telus experience I pay for a product I do not recieve

Sincerely,

*************************
Business Response
Date: 14/02/2023
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

Please provide an additional extension to resolve the customers concerns
Customer Answer
Date: 14/02/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

*************************
***** has contacted me in the last 3 weeks
Business Response
Date: 14/02/2023
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

Please provide additional extension,
Customer Answer
Date: 14/02/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

*************************
no contact has been made in 3 weeks **** *** **** ** ****
Business Response
Date: 17/02/2023
We have attempted to resolve this case and cannot overcome customer concern

Please note we are closing this case after 6 rejections unable to overcome the customers concerns.

Thank you!
Customer Answer
Date: 17/02/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

*************************
they are trying to contact me when I am at work and this just started today recieved an email but I am unable to talk about the issue when I am at work I requested to call after 5 but they do not listen as per my email today to telus **** * ******* *** **** **** ******** **** *** **** **** *** ****** ************
Initial Complaint
Date:09/01/2023
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.
Telus Rewards program.

I redeemed 99 reward points for a one year membership in ****** *****. The code is: ******************. This was in August of 2022. The one year membership has not been activated, as I continue to be billed $11.99 monthly. We have made repeated calls to ******, with no resolution. They say the code has been redeemed, as far as they can tell. The last person said it was a Telus problem, again, and there was nothing they could do for us, and to call Telus.
The Telus reps. have been no help at all, seem confused by the problem, and say its an ****** problem. The last person, who was very polite, promised to call back in one week with an answer, but she never did.
Business Response
Date: 16/01/2023
“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”

Please provide a week long extension as the case manager is off today to complete the deadline.
Business Response
Date: 21/01/2023
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.

Thank you,

TELUS Manager

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Telus is NOT a BBB Accredited Business.