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

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

• 

  Telus

  826 Yates St Victoria, BC V8W 2H9

• 

  Telus

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

• 

  Vivint Canada

  n/a Cornwall, ON K6H 5R6

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:05/01/2023

  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 called and cancelled my home internet service because I had to move and they didn't have any services where I was moving to on Monday june 13th 2022.
  I found out that the internet service I cancelled wasn't cancelled and Telus kept billing my without my knowledge on January 2nd 2023.
  I was receiving emails about this account and called them a few times in between and was told it was a system error and to disregard the emails.
  When I called Telus on January 2 due to them *********** to send the account to collections they had no record of me calling to cancel nor did they call me about this account during the period after I cancelled on June 13th 2022.
  I escalated this with the team management and was told I would receive a call the next day with a manager and the representative I spoke with and no one called instead I received a text message only stating what I owed which is very ********** unprofessional on there part.
  Account # is **********
  Thank you for your time and consideration.
  *** ******

  Business Response

  Date: 11/01/2023

  Hi *****,
  A TELUS manager has been in contact with the customer to discuss their
  complaint and their concerns have been addressed.
  Thank you,
  TELUS Manage

• Initial Complaint

  Date:03/01/2023

  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.

  When we moved from ********* AB to Lethbridge, AB we had Telus move our internet and tv service to Lethbridge.
  1) They could not install the upgrade they had sold me
  2) Verbal agreement to install what we had previously
  3) They installed a much lesser internet. 1 computer on, then turn on television, then another connection to internet crashed the whole system
  4) At that point I cancelled the whole thing as it was only 11 days into it
  5) October 2, 2022 **** Cable was installed and since then I have had 3 bills from telus and multiple conversations that this account had been closed and here it is December and I am still being charged for something that was cancelled.
  6) This is ruining my credit and I am done talking to anyone from Telus
  7) Why should I be paying for something that I don't have. Apparently all information is on my file

  Business Response

  Date: 09/01/2023

  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 there is a Defect in the system preventing me form resolving this right now.

  Customer Answer

  Date: 24/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: After the initial contact I have heard nothing more for 2 weeks.  I would like this resolved before I get another bill  * ** ****** ****** ******** *** **** ** **** ** **** *****
  
  
  
  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

   

  This is a system defect unable to completed until its resolved can we put this back on hold for now please

   

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

• Initial Complaint

  Date:03/01/2023

  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.

  Repair of the Telus access box located at the end of my driveway is required. The broken box is clearly a safety hazard and has been acknowledged as such by Telus staff and by the Town of Sidney Works Department. I have spent numerous hours on the phone with Telus support to get this fixed to no avail. Town of Sidney staff have also sought a resolution but without success. I ask, once again, that Telus do the responsible thing and fix their hazardous installation, which poses a public hazard.

  Business Response

  Date: 10/01/2023

  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: 11/01/2023

  
  
  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:30/12/2022

  Type:Order 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 called Telus smart home security to change my plan and move my services to a new location.( current address) Telus states how easy it is to move services to a new location and trust me it was not easy at all. I had 7 window sensors, 1 motion sensor, 2 door sensors, a camera pointing out to my back yard and a smart lock for my entry door. I also had a smart thermostat and a glass breaker sensor. The technician installed these things himself. He took the original deadbolt lock with him and installed the smart lock. The thermostat was directly wired to the previous wiring system. The camera was placed high up with a ladder. When I called to move my services, I was told that it is the responsibility of the customer to remove everything that was installed. That I had to do the electrical and remove the smart thermostat and wire the previous thermostat back. I was to find a way up to remove the camera myself and change the smart lock as well. I advised her that Telus claims I can leave everything behind if it is hard to remove. She kept telling me that Telus does not say that. It clearly shows on their website.The property manager is charging me a dollar value if I dont remove everything that I mentioned but Telus rejects the idea of sending a technician to finish the move by removing all rented equipment from my previous address. Not anywhere on their contract does it state that it is the customers responsibility to do electrical wiring and remove the smart thermostat or any other equipment. I dont have liability coverage to do electrical in a property that isnt even mine. Im not an electrician and I certainly dont have a license. I dont own a ladder that will get me high enough to remove the camera. I dont have the original deadbolt to replace. I want Telus to fix this nonsense and remove all equipment promptly before I get billed by the property managers contractors. I also want Telus to cancel the contract as I feel that I was treated unfairly.

  Business Response

  Date: 05/01/2023

  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: 08/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  no one from Telus has tried to contact me at all. I am not in any type of communication with any supervisor or manager from Telus.

  again, I kindly asked my services to be moved to my new address. After a 3 hour phone debate I was told that I could just leave my used rented equipment behind for the new tenants who moves in. The property management wants it removed. I removed all sensors from windows and doors. I was not able to find a very high enough ladder to remove the security camera, Telus technician removed original door lock and took it with him when he installed the smart lock. I was not able to remove smart lock without having a replacement. I was not able to remove smart thermostat as it requires correct wiring. I am not a certified or licensed electrician. when is Telus going to send a technician to remove the remaining equipment so that I can update the property manager. I do not want to be billed by their contractors for removing the equipment themselves. Telus does not at all make it easy for their customers to move their smart home security services. I feel betrayed as I am a paying customer. I would also like my account closed without any further charges. 
  Sincerely,
  
  *************************

  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 so we can best assist the customer 

  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

  
  Complaint: ********
  
  I am rejecting this response because: a customer service representative called me to advise me that a manager would call me in the afternoon of last week. Id like to advise that no manager called me as of yet. I am still being charged by Telus even though I have no services connected since no technician came to my new address for connection. Further more, previous responses by Telus is false narrative because I havent been contacted any type of manager from Telus. 
  
  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

• Initial Complaint

  Date:30/12/2022

  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.

  Our internet and landline were ripped out Dec 23rd in the am. This is the third time. I phoned repair right away and said we need a bucket truck. Techs were booked for Saturday. The came and said they can’t do anything as they need a bucket truck. They’d book it for Monday. Monday I get a text saying appointment is changed to Tuesday between 11 and 1. Techs show up at 1:15 and say they need a bucket truck which was supposed to have been booked. They’d put in a request. Wednesday another Tech comes and says they need a bucket truck. I’d been on the phone the day before to ensure a bucket truck would be there. No bucket truck. Tech promises me one for today Thursday between 9-11. No bucket truck shows up. So I call again. On the phone for 45 minutes. No bucket truck. Booked for tomorrow. So 7 days right now with no internet or landline. An ******** 23 year old son whose only friends are online. A 21 year old who leaves right after work to go to a friends for internet. No calls through Christmas from rellies in the UK as no landline. Hours spent on the phone with support and a conversation with a manager today. This is ridiculous! Please help if you can.

  Business Response

  Date: 05/01/2023

  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: 20/01/2023

  
  
  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. Thank you it’s been worked out. It was a nightmare and I got a $100 credit which doesn’t begin to cover it. But it’s done. 
  

  
  

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

• Initial Complaint

  Date:30/12/2022

  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 is claiming that I owe them money and if I dont pay they will ruin my credit. I do not use telus for anything. And have not used them for 5?-10? plus years They have no ability for me to phone a real person. The email they use to send the threats is not monitored so I cant respond. I dont have an account with them because I dont use their service so I have no account information to provide to their automated recording and no bypass to a real person The whole thing is a giant waste of everyones time. And a simple big business run around. We need competition.

  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: 25/01/2023

   I just received another call from Telus and they said they would not reverse / credit me because I did not respond to their repeated billing, for a service I did not use. So responding to that 
  The idea that I need a reversal or credit for bills charging me for something I did not receive and could not use is beyond my ability to comprehend. 
  If they bothered to look they would see that this is untrue. I did responded to their emails via email approximately 10 times asking what I was being charged  for when I was not using their service.
  Some of those emails  came back saying the account could not receive emails (very helpful)  and others did not
  I phoned the numbers available and was put thru an impossible computerized circus  that  would not let me proceed or talk to an actual person. 
  The system was never activated
  So I could never use their service. 
  I did not and was not able to make a single phone call or text or search
  The only thing Telus appears to be good at is sending repeated bills for service that was never delivered.  
  If anything they should be paying me for wasting my life with their monopolistic  bullying tactics. 
  I told telus this to which they said it doesnt matter if I did or could use their service. The only thing that matters is they sent me bills and that somehow, that automatically made it my problem. And I needed to figure out how to stop the ongoing billing. 
  
  Thats todays update.
  Thank you

  Business Response

  Date: 25/01/2023

  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

  Customer Answer

  Date: 26/01/2023

  
  I read the Telus response and their response is consistent with their other untrue statements. I did not hear from a Telus manager since my last email to you and this matter is not resolved. **** *** ***** *********** *** 
  Thank you
  Geby Wager
  ************
  

  
  

  Business Response

  Date: 01/02/2023

  Hi *****,

  The customers concerns have been addressed on the 22nd of January by a manager and it was determined they did not dispute services rendered within our 30 day policy in our customer service agreements. No further action will be done by TELUS at this time.

   

  Thank you,

  TELUS Manager

• Initial Complaint

  Date:30/12/2022

  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.

  This is about the recent purchase of ****** ******** ****** by Telus. We purchased our security system with ****** over a decade ago. Telus has recently purchased the company ****** to which now will not allow me to cancel my contract they say will not expire for another 24 months. As far as I am aware this contract expired years ago and we were on a month to month now. Telus demands I pay a 24 month cancellation fee now which adds to over 1000 Plus dollars! I refuse to work with Telus. I do not like the business practices of Telus.
  
  I spoke with Lai on December 28th, 2022 AT 7:27 AM MST. She is the one that informed me of this fee and stated that they will not cancel this contract until I pay the fee.

  Business Response

  Date: 04/01/2023

  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: 04/01/2023

  
  
  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.   I have received a notification from Telus On Jan,04/2023 that has stated they have cancelled the account and that I will not be charged anything.   I appreciate your help in this matter.

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

• Initial Complaint

  Date:30/12/2022

  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’ve called into Telus since May 2022 to first cancel internet service that was set up under a promotion for real estate sales people. I’ve tried cancelling numerous times since as I kept getting bills and each time was told the prior agent didn’t complete something.
  
  I’ve returned the equipment and called back in November when I last received a bill. I’ve now received a letter saying $2078 is owing since my last payment in August!
  
  ***** ******* **** *** I had been a personal customer with them for over 12 years

  Business Response

  Date: 04/01/2023

  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

• Initial Complaint

  Date:29/12/2022

  Type:Billing 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.

  I recently found out that another telus account was fraudulently using my credit card to pay for their bills, over $3,000. It’s been going on for 24 months now. They were able to find the account number that uses my credit card. I have since cancelled that card based on the advice of **********. Telus refuses to refund the payments to me suggesting that I should tell my bank to reverse all the payments instead. I talked to ********** and they said they cannot reverse payments. I don’t understand why Telus wouldn’t refund my money since they’ve already pointed out the fraudulent account. Telus’ service has been very poor so far to say the least. This is literally a nightmare before Christmas.

  Business Response

  Date: 02/01/2023

  “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.

   

  Can i please have a 10 day additional extension this is pending a payment team investigation which can take up to 2 weeks :)

  Business Response

  Date: 04/01/2023

  "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

  Customer Answer

  Date: 05/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Nothing has changed since I filed my complaint. Telus was, and still is, telling to contact my bank to reverse the fraudulent payments. I was able to dispute the last 4 months of unauthorized payments with **********, but they said that’s the best they can do. And this is the reason why I contacted Telus in the first place, because my bank can’t do anything about it. Now Telus gave me some “billing credit” which is a nice gesture but isn’t nearly enough. The solution is very simple, reverse all the payments on the fraudulent Telus account, then call that customer and have them pay whatever they owe Telus. But telus is just being very stubborn about this issue.
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 09/01/2023

  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”

  Customer Answer

  Date: 09/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: nothing has been resolved. They basically just told me to accept their so called “resolution” here on BBB, even if don’t agree with it.
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 16/01/2023

  We have attempted to resolve this case and cannot overcome customer concern, please be advised this case has been closed as rejected.

  Customer Answer

  Date: 16/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Telus simply declined to help eventhough they themselves have found the fraudulent account that was using my credit card. Terrible business practice. Too bad, my approximately $3000 was too much of a loss for them. 
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:20/12/2022

  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.

  We initiated the upgrade of Telus Pure Fibre on November 1st at our Whistler vacation home. We live in the Lower mainland. A week after the pure fibre was installed, our TV's began to freeze and buffer. We initially took a TV box from the bedroom and moved it to the living room. This seemed to solve the issue. Believing that the TV box had failed we contacted Telus and ha a new box delivered. I set up the box and the same issues reoccured. We contacte Telus for support. They scheduled an appointment which meant that my wife had to take a day off so that she could be in attendance. They changed two TV boxes and the modem which changed our network and password, effectively wiping out all of our connected devices. We contacted Telus once again. The same technicians attended our home. They were on the phone with techical support and assurred us that the issue had been resolved. I explicitly asked if it would affect our Burnaby service. We were advised that it would not. We returned home to Burnaby and none of our TV's worked. We had a technician attend our home the next day. He was not able to figure out the issue. As a temporary solution he had our Burnaby boxes added back to our Whistler account so that we would have service. I escalated the complaint and it is still not resolved. It has been 46 days and approximately 27 hours on the phone with Telus They continue to transfer us to other sections and have not solved the issue. Their communication with us has been non-existent. We have incurred significant costs in attempting to rectify this issue. My wife has missed three days of work and a pre-scheduled medical appointment. We have made four trips to Whistler (300 km/round trip) to deal with this issue. We have scheduled rentals beginning on December 20, 2022 which will be affected. The customer service is completely UNACCEPTABLE. We have continued to pay for services that we are not receiving .

  Business Response

  Date: 27/12/2022

  “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 due to waiting on TV dispatch

  Customer Answer

  Date: 30/12/2022

  Good afternoon

  
  

  Thank you for your diligence. I have been in contact with several managers, one in particular. The issue is not yet resolved as we continue to have issues with the service. 

  
  

  I am hopeful that our service can be restored and remain reliable. I had an escalation manager reach out to me from Toronto on December 23rd. Since that time I have left him two voice mails without a response. 

  
  

  In light of outstanding service issues and non-contact with the escalation manager I wish to keep this complaint file open until a satisfactory resolution is reached. 

  
  

  Thank you

  
  

  ***** ********

  Business Response

  Date: 02/01/2023

  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: 03/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the issue(s) is still outstanding and has not been rectified.  In fact, the situation is getting worse rather than better.  I have been in contact with a manager (Oliver) in Edmonton and he is working on the issue, however we are no closer to any resolution.  I was contacted on December 23, 2022 by an Executive manager, Ron P******** from Toronto.  He stated he was responsible for the Mobility side and not home/TV issues.  He promised me that he would get back to me that day with contact information for the correct escalation manager.  I have left his three voice mail messages since with no response.

  From the information that I have gathered, Telus cannot with any sense of certainty advise what the issue is that affects our service.  As of today, it is 63 days with sporadic/no service and no solution in sight.  Until this issue is resolved and we have consistent, reliable and uninterrupted service we wish to continue the complaint process.  We are very open to mediation and abitration to address the issue and resulting inconvenience, both financially and emotionally to our family.
  

  The customer service (and I use the term loosely) has so far been incredibly unacceptable.
  

  With respect
  

  ***** ********

  *** ********

  Business Response

  Date: 09/01/2023

  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: 10/01/2023

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

   

  This complaint has not yet been resolved.  Our television service is still impacted.  Secondly, I have not been contacted as promised by the Executive Escalation manager, Mr. Ron P********.  He contacted me on December 24, 2022 and promised that he would get back to me.  I have called numerous times and left at least four voice mail messages without a return call.

   

  Until these issues are resolved I will reject the Telus response.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  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: 24/01/2023

  
  
  Better Business Bureau:

   

  I am working with a manager to resolve the issues.  As of today's date, there are still outstanding issues that have not been/continue to be unresolved.

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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

  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