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

  10020 100 St Edmonton, AB T5J 0N5

• 

  Telus

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

• 

  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:20/12/2022

  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.

  TELUS has started charging credit card processing fee of 1.5%. We are already paying enough with inflation and cost of living. The **** has stopped these fees on home telephone services in Alberta and BC, and should include wireless as well! It doesn’t make any sense that I can pay with my **** debit, but not with my ********** Without incurring a fee.

  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”

   

  Due to the holiday season can we please get a 1 week extension

  Customer Answer

  Date: 31/12/2022

  
  
  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 not yet received a call from the company as stated, but I expect I will hear from them in the New Year. Thank you for helping my voice be heard. Hoping for a resolution that will help out many TELUS customers, as I’m sure there are some that don’t realize they will be getting charged this fee. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:20/12/2022

  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.

  I cancelled my ****** account on July 9, 2022. I sent the appropriate notice in June and prepaid my last month. I received an offer through text which was $24.99 per month and would continue with my current service and no hook-up fee.
  I accepted this agreement on July 13, 2022. The service was continued immediately. I very soon thereafter, found out that ****** had been bought by Telus.
  Billing was already through my ********** and the billing continued, only at the rate of $52.49, $25 over the agreed amount.
  I have since called Telus. I can't seem to find any resolution to this issue. My ********** carrier will not remove the charge from my bill and I can't find the right department, even though I have been given several numbers by Telus empoyees. I called the USA ****** people and was finally given the correct phone number last month. I spent two hours on the phone and was told that I was correct that the agreement had been accepted, but they have continued to take the extra $25/mo. from my credit card. I was told that I would receive a cheque, but that has not happened either. PLEASE HELP! I am at my wits end and just want the overpayments to stop.

  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 the holiday season

  Customer Answer

  Date: 30/12/2022

  
  
  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:16/12/2022

  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.

  My office has had no internet connection for 2 weeks. I have tried all available 3numbers on their website and spent almost 5 hours being sent from one department to the next and have yet to find the correct department. I have 7 phone numbers I have called. I just want the service I am paying for.

  Business Response

  Date: 21/12/2022

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

  Customer Answer

  Date: 10/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Not entirely resolved
  
  
  
  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

  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:16/12/2022

  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 redeemed my Telus rewards points for a one year ****** ***** membership. Telus sent me an email with the redemtion code along with the link to redeem on the ****** website. I copied the code provided by Telus and entered it into the code redemtion section on the ****** site. When I went to use my ****** account a couple days later I noticed that I did not have Prime. I contacted ****** & they said the code I used had a zero dollar value attached to it & could not be redeemed. After making numerous calls to Telus over a 2 week period I was told that I would more then likely be credited my rewards points back so I could use them to get a new code (which I was told by at least 3 Telus reps) as sometimes there are technical problems with the codes. After the last call I placed I received a email the following day (not even a phone call) saying that I may have entered the code incorrectly (even though I copied & pasted it from the Telus email) & to contact ****** (which I have already done & have multiple emails from them stating that there is zero dollar value attached to that code). Telus is pretty much telling me that im out of

  Business Response

  Date: 19/12/2022

  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: 20/12/2022

  
  
  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:16/12/2022

  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.

  I have internet service through Telus, and I recently moved back in with family. On December 3rd, I called Telus, and discussed moving my services from my previous address to the new address I would be moving into. There was a small issue, because there was already an internet service at the address I was moving into, they had to essentially split the house into 2 addresses so that both services could operate simultaneously. They also had to have a tech come in, and split the connection (This is what I was told), so the earliest available appointment was a week away (December 10th), so I agreed for an appointment on December 10th/2022, between 9am-11am.
  
  On December 10th, I waited for my technician to arrive all morning. When it reached 11am, and they still had no arrived, I called Telus. After waiting patiently on hold, I'm told by the agent on the phone that there was no scheduled appointment for me and that no one was coming. I asked if the appointment had been scheduled by mistake another day and they said no. I asked to speak to a supervisor, and was put back on hold, only to be put back on the phone with another agent. This agent was able to look at my call history, see that there was supposed to be an appointment on Dec. 10th, but told me that a technician had not been able to be dispatched.
  
  They told me they tried calling me during the week, but I didn't receive any voicemails, emails, or texts telling me that my appointment was no longer.
  
  I asked to speak to the manager again, and finally got transferred to "Sarah", who listened to what happened, and told me that they would call me back within 24 hours to set up an appointment. Well, when they called me on Monday, the call got dropped, and they never tried calling me back again.
  
  It's now December 15th, I still haven't had a call back, an email, or anything from Telus. I don't have time during the week to sit on hold for hours. This is completely unacceptable!

  Business Response

  Date: 21/12/2022

  A TELUS manager has been in contact with the customer to
  discuss their complaint and will be working with the customer at an attempt to
  resolve all their concerns until resolved. Thank you

• Initial Complaint

  Date:16/12/2022

  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 did transfer of business ownership with Telus in August because I sold my business. They did not complete their job till October. They told me it was finally done in October 26th. However, they still send me the telus invoices on my behalf in December. And they are supposed to pay me back because there were overcharged bills. Bit they are not paying me back but charging the new invoices which I have not used. I have contacted them more than 10times over the phone.

  Business Response

  Date: 19/12/2022

  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

  It has been solved yet. They told me they will solve  it and send me the confirmation email, but I have not got any yet.
  Thanks
  *********************

  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

  
  Complaint: ********
  
  I am rejecting this response because: they have not got back to me . I have not heard anything yet.

  anything is solved yet
  
  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

  Customer Answer

  Date: 09/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: they has not been contacted me. I am still waiting. Today, Telues called me on my phone they want to extent and upgrade my service on my existing account which means they still have my account active and keep charging me. I do not understand. I sold my business in August in 2023. 
  
  

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

  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

• Initial Complaint

  Date:13/12/2022

  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.

  -On November 2 2022 I received a disconnection letter for my mothers busines* ******* ******** ***** which is still running.
  
  -I paid the whole amount of $418.35 on November 7 , 2022 At the bank in person via her estate account.
  
  - November 16 2022 I was contacted by Telus stating the bill had not been paid and in order to keep the account open I needed to prove I paid the bill by what is called a payment investigation.
  
  - I told the customer service agent on the phone I would go to the bank and get the information she requested (amount, date, account paid to and transaction number) the customer service and I agreed she would call back in an hour to collect said information, which she did.
  
  - I then receive no more phone calls, email or invoice from Telus.
  
  - On December 9, 2022 I receive an invoice demanding payment, and informing me that the business line has been cut off/sent to a collections agency.
  
  - I then called Telus, get transferred and put on hold for 40 minutes only to be disconnected.
  
  -I call back, speak to customer service agent and then get transferred again to billing. I very nicely and calmly explain my problem and frustrations that it seems no one can help me.
  
  - I’m advised that there are no notes on files that have anything to do with the payment investigation on nov 16 2022. I advised that another payment investigation will need to be done and my business phone can not be reconnected because the account has been closed. To add insult to injury, I am also advised that I owe another $154.51 which includes late payments fee and disconnection fee.
  - I am also advised if I want a phone for my business I could be transferred to the sales team to buy another phone line.
  
  -we have had that phone number since 1998 and I would like it back.

  Business Response

  Date: 21/12/2022

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

  Customer Answer

  Date: 21/12/2022

  
  
  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:13/12/2022

  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.

  * **** * *** *** ** ***** ***** *** ********* ***** ** ****** ***** * ****** ******* Over a month ago we contacted Telus online to install a security system urgently required for our new location. We carefully ordered the keypads, motion sensors and cameras and an install date of December 1, 2022. Telus promised a response in 2 days to confirm our appointment, but we never heard back from them and that was the moment we should have walked away from these guys, truly unbelievable! Telus even had no idea that they had already installed PureFibre in the building, even after we sent them pictures! After we finally got the attention of Telus, they eventually confirmed a fixed date of December 15, 2022 to finally install our much needed security system, almost 2 weeks after we needed it to secure our business, good thing for **** ******* in the interim! After Telus had sent out a tech to re-confirm that the Telus PureFibre was indeed in the building, Telus then confirmed that they would be able to add 8 cameras to our order, which is what we had asked for a month ago. So we thought, wow, finally a plan comes together, as painful as this process was. Then, Telus decides to cancel on their own our much awaited install date advising that the cameras "take extra time". We immediately contacted Telus to NOT cancel our long awaited date, and to keep that appointment to install keypads, door contacts and motion sensors. Surely, some security was better than nothing. But NO, Telus had cancelled our order and was waiting to re-book it a week later, *** ***** ** ****. That started our quest to have a Manager from Telus contact us and still nothing, not a phone call or a care in the world. **** ****** **** *** ** ******* *** ***** * ****** *** ******** ***** *** ** ********* **** * *********

  Business Response

  Date: 21/12/2022

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

  Customer Answer

  Date: 10/01/2023

  No, not even close, TELUS lied to the BBB and you closed our file.
  
  Our complaint never even made it to your website either, which does nothing to help the consumer.
  
  We had thought that the BBB was a reputable company that helped with complaints, and you did nothing for us.

  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.

  There is nothing more Telus can do. The customer has cancelled the order and gone with another provider.

  
  Thank you,

  
  TELUS Manager

• Initial Complaint

  Date:13/12/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Telus repeatedly calls me to seel their services. I have repeatedly told them I am not interested and to take me off their call list, despite this, they keep calling me. Today I received two calls in succession from the exact same person.
  
  There appears to be no way to complain to Telus about this on their website. Their complaints line insists on knowing what number I am complaining about as if I am a customer. They don't seem to have the concept of "I'm not a customer and would you please stop harrassing me to become one".
  
  I just want them to stop calling me.

  Business Response

  Date: 16/12/2022

  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: 19/12/2022

  
  
  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:13/12/2022

  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 was recently e-mailed through about TELUS EPP offers to my work e-mail. Upon searching the deals I decided to sign up but wanted to call just to have some questions answered. Upon calling I was being "helped" by an agent by the name of (ARIAN M** C. - iD: 1020314). She had insisted I should sign up with her over the phone as the deals she was stating would not last past the next day most likely. I confirmed multiple times that the monthly plans I was signing up for would be 20GB per line (shared data) for $50/month (less the $7.50 monthly credit for 24 months) she said would be applied to BOTH lines. This would bring my two lines to $42.50/month each for 24 months. She insisted more than once that the calls are recorded and this would certainly be the cost of the monthly plan and would be reflected on my service agreement. When I finally received a copy of my service agreement it was in fact $50/month and not what she had promised me, I immediately called and was no told no such credits exist and they can not be honored, I then waited 2 hours on the line for an escalation specialist (Taryn) who said she couldn't honor it either and could only do $5/month off each line as a 24 month credit. BUT THIS WAS also not reflected on my service agreement. I am looking for some help, I don't believe it is right to promise your customer something, take their credit card payment information, then back out of the verbal contract you made with them.
  
  ******* ** ******** ***** **** *****

  Business Response

  Date: 21/12/2022

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