Business Profile

Telephones

Telus

Headquarters

This business is NOT BBB Accredited.

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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

856 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:13/12/2022
Type:Sales and Advertising 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.
Two years ago Telus sales rep recommended me to choose Home internet, TV and home security bundle package and told me this is a good deal. After I received the agreement, I reviewed it and found that Home internet and TV is 2-year term but home security is 3-year term. So I asked the sales rep if 2-year term end, what the rest 1 year of home security price would be (original price is $30, after discount is $15 during the 2-year term bundle deal). And the sales rep told me Telus is good to deal with, you can cancel it or keep the $15 deal easily. So I trust the sales rep and signed the agreement. Since my contract 2-year term end in this month Dec 26th, I called Telus las month, and the customer service told me that the price will be $30 for the rest 1 year if not sign new certain package with them. I feel I was fooled. The sales rep just wanted to get deal done, and did not disclose all the details to me and the worst is the sales rep misled me. I trusted Telus, thought it is big company, and the sales reps are well-trained with ethics. I need Telus to give me a solution. I don't want to go with home security anymore, also I don't even use this service at all.

In addition, sales rep told me the initial installation fee $100 will be waived, telling me that Telus usually don't charge an installation fee. but it actually charged to my account. I want to $100 credit back.
My account: #************
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
Customer Answer
Date: 22/12/2022

Complaint: ********

I am rejecting this response because: I missed the called from Telus thought it was scam, can you ask them to call me again?

Sincerely,

***** *****
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: 31/12/2022

Complaint: ********

I am rejecting this response because: Hi *****, I did not receive any message, email or call from Telus. If they are willing to solve the issue, please leave the responsible staff's email or phone number, and I will contact them.

Sincerely,

***** *****
Business Response
Date: 12/01/2023
“Hi *****,
A TELUS manager will 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: 19/01/2023

Complaint: ********

I am rejecting this response because: I still did not get any contact from Telus team! It is disappointing

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: 23/01/2023

Complaint: ********

I am rejecting this response because: Telus keeps copying and pasting the same response. It's end of Jan, I filed the complaint mid of December. I did not get contact from Telus! Telus read my message!******

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: 03/02/2023

Complaint: ********

I am rejecting this response because: This is ridiculous, I kept receiving the same reply but never got a call from Telus. Telus has no intention to resolve this issue. I want to escalate the issue.

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. The customer is fully aware of the progress we are making in their case.
Thank you,

TELUS Manager
Customer Answer
Date: 08/02/2023

Complaint: ********

I am rejecting this response because: Again, almost 2 months passed, I was not contacted by any so-called telus customer manager.

Sincerely,

***** *****
Business Response
Date: 15/02/2023
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 extension as we are awaiting on customer to confirm resolution
Thank you
Initial Complaint
Date:09/12/2022
Type:Order 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 am having to cancel my internet and security camera services with Telus in one of my practice locations for health and family reasons. The office is having to close rather suddenly. My other office location already has Telus Internet services as does our home and our cell phones.

I have been told that in order to cancel this service I have to pay the remaining 26 months on a 36-month contract for over $2000. As the situation is sudden and unforeseen I think this is outrageous that I have to pay for services for the next 26 months that I will never be able to use.

I would like to see what can be done to mitigate this outrageous cancellation fee. It was Telus that approached us and sold us the new plan we did not seek out the new plan from them yet it is expected the customer has no way to break the contract with notice? That seems outrageous and unfair. My business can little afford an over $2000.00 bill to cancel a service no longer needed.

**** ********** *** **** ********** ******** ****
Business Response
Date: 16/12/2022
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
Customer Answer
Date: 06/01/2023

Complaint: ********

I am rejecting this response because: Not yet we are in discussions
Sincerely,

******** ****
Business Response
Date: 13/01/2023
“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: 16/01/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and the agent has been in touch and we are working on a resolution. No resolution has been secured yet but talks are ongoing awaiting a possible transfer of ownership of the services

Sincerely,

******** ****
Initial Complaint
Date:09/12/2022
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.
An agent contacted me by phone on July 26, 2022 and offered a renewal deal that included ******* Internet with Optik TV for $78/mo. after tax on a two-year commitment. At the time, I was subscribed on their Gigabit Internet plan on its own and was paying the same price, so it seemed to be an attractive offer to renew the contract with additional services at no extra cost. I agreed to the new deal and it went active the next day.

Recently, I decided to review the details of my latest bill, only to discover that some of the discounts applied were from the previous 2-year contract, and were set to expire in January 2023. This meant that after its expiry, my monthly bill would drastically increase from the original promotional price. In other words, the agent withheld details and was being dishonest, making me believe I would be paying $78/mo. for the entirety of the new two-year contract. Had I learned early on this was the case, I would have never opted to take on the new contract and would stay on the Gigabit Internet plan.

I contacted Telus Customer Loyalty earlier today to explain my situation, and they were unable to fully resolve this issue. The best that they offered me was to downgrade my Optik TV service to include only ******* *** ****** ***** at $25/mo, with Gigabit Internet at $70 per month, making the total cost to $106/mo. after tax. They were unwilling to terminate or adjust the contract to ensure it matched with the agent's offered pricing. While I had accepted their offer, I still feel deceived and deeply unsatisfied with the outcome of this incident. I would like Telus to properly make this right by either honouring the original deal or terminating the contract without penalty and negotiating a new one.
Business Response
Date: 12/12/2022
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:09/12/2022
Type:Order 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.
Hi Dear

I have a security camera services for my business from telus by ADT. My account no. is *********.
I cancelled my services back in july,2022. Internet department waived my cancellation fees and as per security cameras department they were also going to waive the fees for me which is not in written from both departments. I closed down my business because of loss but these guys are still charging me monthly fees for services which I m not using and asking me to pay for charges.
Please help.
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: 06/01/2023

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:07/12/2022
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.
I have been frequently called by telus to upgrade my home system to Pure Fibre as it was installed throughout my complex. At no charge to me i would be upgraded as I was already with telus. The upgrade happened on November 16/22. Since this time we have not had wifi or internet or tv as the system doesn’t work. 5 visits from their technicians have not solved the problem. No one there seems to care. I have spent multiple hours on the phone over this time period trying to get help. The escalation team became involved but basically were of no help either. * **** ***** *********** ***** ********* *** *** ***** ******** ******* We have been adversely affected by all of this trouble. My ******** relies on Internet for her college classes and we have no tv either. Telus is quick to sell their products and services but don’t back them up. Compensation isn’t enough as the disruption to our life has been terrible. Buyer beware. I will switch to a more local business after years of being a loyal telus customer I am deeply disappointed and angry. Still no resolution or support and NO WIFI OR INTERNET.
Business Response
Date: 12/12/2022
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: 12/12/2022

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.
My concerns with Telus have all been resolved! Fortunately, they were able to fix the problem and compensate me appropriately.
I am happily with the outcome.
Thank you Telus for making everything right again,
**** ****

Sincerely,

**** ****
Initial Complaint
Date:07/12/2022
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 signed on with telus jan 2020. cancelled within the amount given and transferred back to ****. no problem right? telus continued to email me bills. now they have a credit company coming after me and threatening to sue. terrible company.
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: 16/12/2022
I reject response from telus.

on dec 12, 2022 I received a very nice call from ruth, escalations manager at telus. I really appreciated her call. Ruth told me that the internet had continued to be used which would be impossible as it was disconnected on feb 1st. She told me that **** did not inform them of cancellation and this can happen. She is mailing me the bills in question to present to ****.

On dec 13th I spoke to fadi, **** manager and was told **** informed telus of cancellation on feb 6th, 2020. cancellation order no. **************** and that the cancellation was rejected by telus giving code W2 meaning no services were active my account. If no services are active how can internet continue and more importantly why was I even getting billed?
Customer Answer
Date: 16/12/2022
I reject response from telus.

on dec 12, 2022 I received a very nice call from ruth, escalations manager at telus. I really appreciated her call. Ruth told me that the internet had continued to be used which would be impossible as it was disconnected on feb 1st. She told me that **** did not inform them of cancellation and this can happen. She is mailing me the bills in question to present to ****.

On dec 13th I spoke to fadi, **** manager and was told **** informed telus of cancellation on feb 6th, 2020. cancellation order no. **************** and that the cancellation was rejected by telus giving code W2 meaning no services were active my account. If no services are active how can internet continue and more importantly why was I even getting billed?”

Sincerely,

**** *****
Business Response
Date: 22/12/2022
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
Customer Answer
Date: 22/12/2022

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.

if i may add:
my opinion has changed about telus. everyone i spoke to at telus was very helpful and respectful. i especially would like to thank oliver, escalations manager for his assistance. he was absolutely wonderful. thank you so much oliver.

Sincerely,

**** *****
Initial Complaint
Date:01/12/2022
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.
Get the run around from Telus tech support. Several times a year Smart hub goes offline leaving a vacant home with devices offline resulting in no flooding, low temp monitoring and no security cameras to monitor theft. Have to drive to the property sometimes in the middle of the night when I happen to discover services not working to power unit on and off to restart hub. One tech says its when firmware updates are sent and the next one says thats not the reason but doesn't know why. Telus then hides behind their disclaimer that they don't guarantee uninterrupted service. All internet providers go offline occasionally but all resume service without ever requiring powering the router on and off. We have internet at 4 other properties with 4 different providers and none of them have ever required powering on and off to restart their service nor have they ever for the past 10 years. Only Telus does this. We rely on remote monitoring and Telus keeps letting us down and won't admit that they have a substandard service.
Business Response
Date: 02/12/2022
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
Initial Complaint
Date:30/11/2022
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.
I am a ********* and my complaint is against Telus Health. Telus provided us with our previous electronic medical records (EMR) and we had to switch over to another non Telus health EMR system recently to cut costs. Over the past 6 weeks we have been trying to reach someone at Telus to have our patients' information sent over to our new EMR and we are not able to speak with anyone about this. There is no phone number available for the department that arranges this. They have only sent two emails back asking for $1500 from each physician (7 physicians in our group) which is an astronomical sum considering it is a task that will take less than 10 minutes to complete and the price is completely arbitrary. We have not been able to reach anyone to discuss this price and it seems like they are hold our patients' health information hostage.
Business Response
Date: 06/12/2022
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: 16/12/2022

Better Business Bureau:
Thank you for helping me finally be able to speak with somebody at Telus to resolve my issue. I highly appreciate your assistance in this matter!

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:28/11/2022
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.
Cancelled my Telus account #********* (internet and landline) on June 27th - which was the last day of my billing cycle. Cancelled due to prior billing errors and poor service re: internet connectivity outages. Confirmed with Prakash (Telus agent) that my account was to close June 27th 2022 and that I had a small credit on the account (credit balance of $0.82). Returned Telus modem using provided address by Telus within 5 days per their stipulation - with bill of lading. Received no further bills/communication from Telus. Received notice of collection bill from General Credit Services on Nov 24th for $206.35 re: "Telus Wireline" - with no further explanation. Letter states that I must respond within 7 days of the notice (letter dated Nov 17). Letter is vaguely threatening and only offers an area for CC payment and to fax or mail to PO Box in Vancouver. I had no balance owing to the company and feel that their (Telus's) business practices in regards to me are dishonest at best but consistent with my Telus experience in general. I am paying this **** invoice to prevent damage to my credit rating and to stop the daily voice messages (began on Nov 21st). **** ********** ** **** ** ********* *** ** ********. Regards, ***** ********
Business Response
Date: 07/12/2022
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
Customer Answer
Date: 16/12/2022

Complaint: ********

I am rejecting this response because: I have not been contacted. I received a harried voice message that simply said: "Hi er ah this Janet calling from Telus about your Better Business Bureau complaint, I will try and get ahold of you again um er ah soon, maybe Saturday"
That is all - no contact info, just garbled sentence. Could Telus actually reply to the BBB after something has actually happened. Getting ahold "of me again" implies that I was gotten hold of etc. which is not true.

Sincerely,

***** ********
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”
Customer Answer
Date: 07/01/2023

Complaint: ********

I am rejecting this response because someone contacted me (Janet) and listened to my complaint, made sympathetic noises - that suggested that she sympathized and that was it. I would like an apology and a refund for the money that was essentially stolen from me from the company Telus via their collection agency. The amount (including the CC "convenience" fee was $208.35).

Sincerely,

***** ********
Business Response
Date: 16/01/2023
We have attempted to resolve this case and cannot overcome customer concern, please be advised this case is closed as unresolved. Thank you
Customer Answer
Date: 17/01/2023
The person that spoke to me from Telus (Janet) - understood the error and even "wrote down" the amount I was charged - (presumably to issue a refund) or just to pretend to do so.... I find this organization to be extremely distrustful and utterly uncaring of its customers.

Regards,

***** ********
Initial Complaint
Date:28/11/2022
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.
In the month of January 2022, my dad wanted a lifeline for safety reasons. I ordered a Telus ****** **** ********* and received it later in January. My father hated the monitor because it flashes a bright green colour from the middle of the monitor that you wear. I called the customer service number and asked if I could return it. No problems if we return the monitor within 30 days, no further charges. I return 2 of them, because 2 were sent. Why I don't know. Then in May 2022, I got an email saying I owe Telus money. I didn't know from what. Through Telus home support, I find out it was the living well companion. They ask for my account number. The thing is I never got a bill or invoice from them. I don't know what the account number is. I never got an acknowledgement like welcome to Telus. Then they said the account is not closed. I ask how come a bill was not sent either paper, email, or on webisite? They don't know. Then she said to pay her $38 to close account. I said I was told there would be no further charges back in January. But I gave my credit card to close account. Now today, From a letter sent Nov. 17, 2002, I got a letter from a collection agency. saying I owe about $273.37 Though the company name is Telus Wireline. I believe this the ****** **** Companion. I sent back the monitors early February, I kept the ****** **** receipts. I thought I closed the account finally in May. Don't know what to do? I know the collection agency will keep after me. How can I get Telus to reverse the debt and notify the agency and to finally really close the account. To this date, I still don't have a big or invoice from Telus.
Business Response
Date: 02/12/2022
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
Customer Answer
Date: 02/12/2022

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,

****** ****

I also like to add that Telus mentioned in our conversation that He would be sending me a written confirmation that I do not owe any money and that the account is closed. Furthermore, I will be asking the collections agency also for written notice that I do not any debt to them. If I can get these confirmations in writing, then I will be fully satisfied. If the collection agency says I still owe them money, I will not be happy. I want to add that the agent from Telus who contacted me admitted to the errors made by Telus, and I'm satisfied. Now, if I could get the written notices that I do not owe anything, I would have proof and the matter would be concluded for me.
Thank you,
****** ****

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