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

  2W-3030 2 Ave SE Calgary, AB T2A 5N7

• 

  Telus

  2315 36 St N Lethbridge, AB T1H 5L1

• 

  Telus

  331/335-13 St N Lethbridge, AB T1H 2S1

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:21/11/2022

  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.

  Switched to Telus in mid June/22. We have 2 locations with cable & internet service; 1 primary & 1 seasonal
  Nothing but installation, service and billing issues since day 1. Spent over 40+ hours on the phone to correct issues especially with billing. Several times I escalated the issues to Customer Care Managers regarding service not working and/or installation was not completed in a proper manner (left cables hanging out and box opened) and the rates we were given. August 23/22, I thought that all the issues and rates have been corrected. On Oct 21/22, call to suspend our seasonal service and thought all was good until we lost one of our channels at primary location. In reviewing the accounts there were incorrect changes made to our seasonal account that caused this problem. Oct 23, I spoke with Natalie, (Manager) about service and rate issue. She was very rude and unprofessional telling me these rates are incorrect and there's no way I could have such low rates. She told me technical will call and fix problem that she could not resolve. No one called. Oct 28, Tom (Manager) called to ask if it was fixed, and was surprised it was not. We fixed it and he said he will call back after a few days to make sure it was all working and to correct the rates. To date, I have not heard back from Telus to resolve this once and for all to correct the Seasonal billing and not have the rates keep changing everytime there's an issue. The frustrating part is being on hold for long times and to deal with a different person everytime you call and explaining over and over. Summary attached but not invoices. Thank you.

  Business Response

  Date: 29/11/2022

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

  Customer Answer

  Date: 05/12/2022

   
  
  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:21/11/2022

  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.

  Hello,
  
  I renewed my home internet service agreement with Telus back in May 2022 for 2 years and got an amazing rate from one of the loyalty agents. The rate on the agreement was $40 + GST per month which would be $42 here in Alberta. However, it has been 6 months and every single bill that I have received has been higher than what was promised on the agreement. I have tried reaching out to Telus customer service via email and was in touch with one of the managers named Andre. He first convinced me that I won't have to call every month to get my bill adjusted and he will make sure that the discounts are applied properly to my account. However, my bill went up again just after a month of getting this assurance from him. I called him again and basically he told me that the rate that I have got is next to impossible and they don't have proper discounts in place to keep that rate locked in for my account for next 2 years. He said that I should just enjoy the lower bill amount for now because it might go up anytime in up coming months! I have attached my complaint email to Telus along with my agreement where they have promised me the $40 + GST for 2 years and have also attached copies of my bills from June 2022 to Nov 2022 where you can see none of the bills are matching up with the amount on the agreement. I just want Telus to give me a refund for the different in bills for last 6 months and also make sure that going forward, my amount stays at $40 + GST as per the agreement.

  Business Response

  Date: 25/11/2022

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

  Customer Answer

  Date: 01/12/2022

  
  
  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:18/11/2022

  Type:Customer Service 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.

  Receiving marketing phone calls all hours of the day. Have told them to remove me from their marketing list, and even blocked their numbers. They continue to call, *** **** **** ******* ********** ** ******.

  Business Response

  Date: 29/11/2022

  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

• Initial Complaint

  Date:17/11/2022

  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.

  On July 11th 2022, I verbally consented to a 3 month trial of Telus ********* ********. I was recorded agreeing to this. On October 14th I tried to cancel my services. But Telus informed me that the email I had received after initially agreeing to a 3 month service dictates the contract is 5 years instead of the previously stated and agreed upon 3 months. I asked to be provided with the recording that shows me agreeing to a 5 year contract. In a phone call with a Telus Privacy agent on October 14th, I was informed that recordings are deleted after 90 days (coincidently the trial period). They claim that the email is sufficient for me to be bound in this agreement. I was directed in the previously mentioned phone call to email their privacy department. I contacted the privacy department on October 15th disputing the terms of the contract as sending an email after receiving verbal consent for a specific trial, cannot constitute a contractually binding agreement for a 5-year term when there is no evidence of informed consent having been provided and as such that my account be closed without further fees or penalties. Telus had an automated email reply which stated a 30 day window for them to reply to my request. However, they failed to respond in that time.
  Does this imply that I am no longer contractually bound? And I can close my account without incurring additional fees?

  Business Response

  Date: 17/11/2022

  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

• Initial Complaint

  Date:16/11/2022

  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.

  In August of 2019 I signed up for security monitoring with ****** Security. To my knowledge I NEVER signed a long term contract.
  
  In March 18 of 2022 with no notice our service was transferred to Telus Security Family (shows ADT on the bill) and payments resumed through Telus.
  
  As we have purchased a new home and are moving I called Telus ADT to cancel our service, and was informed we were on a 5 YEAR contract, which expired in 2024, and if we wanted to cancel it would be over $500.
  
  I explained I had no knowledge of signing a 5 year contract, nor have I heard of contracts that long (Telus only does 3 years max which we are passed), nor cancelation fees that high.
  
  I asked for an email copy of the contract I allegedly signed proving that I had signed a 5 year contract (with ******) and was told it would be emailed to me. I have never received the email.
  
  I would like to be allowed to cancel my service (as I should be able to) and not be held hostage with a massive cancelation fee and contract terms that I have no recollection of signing. There have been numerous complaints about this happening to other ADT customers - before TELUS took them over - so hoping TELUS will be able to help rectify the situation.

  Business Response

  Date: 20/11/2022

  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

  Business Response

  Date: 20/11/2022

  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: 27/11/2022

  
  
  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.
  
  

  However I would like an email confirmation from Telus that I have canceled. I called to do so and the person on the phone claimed I did but they were not a manager and I have received no email confirmation at all we will be canceling without fees. So confirmation would be great. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Customer Answer

  Date: 27/11/2022

  
  
  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.
  
  

  However I would like an email confirmation from Telus that I have canceled. I called to do so and the person on the phone claimed I did but they were not a manager and I have received no email confirmation at all we will be canceling without fees. So confirmation would be great. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Customer Answer

  Date: 29/11/2022

  
  
  I was contacted by a Telus Manager (as they mentioned on BBB) and told they had no such contract with me, and therefore would cancel no problem with no fees involved. I just had to call back to the normal department and they would do so as there was a very clear note on our file.
  
  I called back and spoke with a woman Nada, who said she was canceling our policy with no cancelation fee and we would receive confirmation via a letter in the mail.
  
  I just received a bill for cancelation fees of $412.17. I need this reopened ASAP (complaint was closed after we canceled) and please can you get a manager to call me about this. I was told they were canceling for free by 2 different people.
  
  *******

  Customer Answer

  Date: 29/11/2022

  
  
  I was contacted by a Telus Manager (as they mentioned on BBB) and told they had no such contract with me, and therefore would cancel no problem with no fees involved. I just had to call back to the normal department and they would do so as there was a very clear note on our file.
  
  I called back and spoke with a woman Nada, who said she was canceling our policy with no cancelation fee and we would receive confirmation via a letter in the mail.
  
  I just received a bill for cancelation fees of $412.17. I need this reopened ASAP (complaint was closed after we canceled) and please can you get a manager to call me about this. I was told they were canceling for free by 2 different people.
  
  *******

  Business Response

  Date: 06/12/2022

  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

  Business Response

  Date: 06/12/2022

  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

  
  
  Hi,
  
  Yes we had to call about 4 times and speak to different people but eventually the complaint was resolved.
  
  Thanks so much for checking,
  *******
  

  
  

  Customer Answer

  Date: 06/01/2023

  
  
  Hi,
  
  Yes we had to call about 4 times and speak to different people but eventually the complaint was resolved.
  
  Thanks so much for checking,
  *******
  

  
  

• Initial Complaint

  Date:16/11/2022

  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.

  Telus did not get my consent and signed me up for a 2 year contract for my home internet service. Knowing I will be moving end of 2022 I have no reason to sign a contract, and I did not. I have always called Telus every few months to get new credits for my service once the current ones expire. Never have I said yes to signing any contract to obtain these credits. This time I called on June 9 2022 to have new credits added, the call was as usual and the agent gave me the credits like every other time. He told me when the credits would expire but never said I will be on a contract. If he did I would have said no because I know I will be moving within the year. I called today (November 13 2022) to cancel my services only to know that Telus has put me on contract at that time without me knowing. Now I am stuck with a $300 penalty fee that I should not be paying for. I argued my points with them but they said they cannot do anything. The only option for me is to pay the penalty. I feel Telus *** ******* ** ***** ********* *** did not provide full disclosure. I am very unsatisfied with their resolution and furious with their practice. I felt I have been mislead and deceived.

  Business Response

  Date: 22/11/2022

  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: 24/11/2022

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

  A Telus manager did reached out to me. She tried to "help" by giving me a discount on the penalty fee but what I am looking for is not a reduced fee. I was not informed by their agent about a contract. The agent was not clear and upfront with the terms in regards to the promotional credits that he has given me and therefore I was misled. And because of that I, the client, has to bear the cost when I should not have. I do not believe this is good practice and after speaking to multiple agents I came to realize that Telus will not back down until I pay sometime out of my pocket.  

  Note that the manager that spoke to me was polite. My complaint is aim at Telus the company and their business practice.

  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 29/11/2022

  Hi ****** 

  
  A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. An agreement has been made between the manager and the customer and this concern will now be closed.

  
  Thank you,

  
  TELUS Manager

  Customer Answer

  Date: 30/11/2022

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

  I agreed to paying a reduced fee as I see no other choice. I was forced into an agreement. I am not happy with it in any way. Nothing has changed in regards to Telus admitting their fault and how they failed to give full disclosure. Now I am rejecting their response because I am not satisfied with how this is handled by Telus. They left me with a lost due to their wrongdoing. I should not have been charged for cancelation at all.

  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 30/11/2022

  Hi ******

  A TELUS manager has addressed this with the customer and no further adjustments will be made.

  Thank you,

  Jessica

  Customer Answer

  Date: 04/12/2022

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

   

  I no longer know how to respond. I am not satisfied with their actions but there is also nothing I can do. I had to accept their offer as I have now moved out of my home. BBB, please let me know what I should do in this case. Thanks. 
  
  
  
  Sincerely,
  
  
  ***** ****

• Initial Complaint

  Date:15/11/2022

  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.

  We had an alarm system with *** which was taken over by Telus. We signed a 5 year contract in 2018. There have been many times when our services did not work. I would call in and get wait on hold for an hour just for them to have to do troubleshooting with me over the phone and then eventually determine an technician needed to be sent out. A Technician would come out and fix the issue which in a day would then fail again. We continued to pay for our services then entire time. We then asked when they were taken over by telus to switch over to a new contract with new services at a lesser price. Telus agreed but said *** wouldnt... not sure how that works since they took over the contract with them. Anyways, we ended up cancelling with less then a year left on our contract. We have been sent a bill for over $1000.00 after having paid every month on time for almost 4 years. I have called in and they said I need to talk to a manager. I have had it escalated numerous times with no call back and am currently on hold AGAIN. This has now been sent to collections and I want this resolved ASAP or I will file in small claims court and go after them for costs as well. We are Telus Customers for our other services as well and after this we will also be switching.

  Business Response

  Date: 20/11/2022

  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

• Initial Complaint

  Date:15/11/2022

  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 pay for Gigibit fiber internet, and have never gotten speeds of more than 100mb.
  
  I called Telus support (nightmare), and did troubleshooting, and was then sent some expanders which did nothing. The rep had told me to email her if they did not work and they would sent out a tech to inspect onsite. I emailed her multiple times with no response.
  
  I am now getting 20 Mbps download and can barely operate my home office.
  
  I'd like a competent tech to attend a site visit to fix the problem. I'd also like a pro-rated refund as I have been paying for Fibre for 2 years, and have never gotten anywhere near the proper speeds.

  Business Response

  Date: 18/11/2022

  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: 25/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The tech did resolve the speed issue.  Not sure why I had to file a complaint to get it resolved, despite so much time wasted trying to go through the normal channels to have it addressed.
  
  I am expecting a credit for the different between the gig internet I was supposed to be receiving and paying for and the 50-100mb I was receiving.  This has yet to be addressed.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 26/11/2022

  Hi *****,
  

  TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed as well as compensation provided.

  
  Thank you,

  TELUS Manager

  Customer Answer

  Date: 06/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Telus did not offer a solution that made me whole:

   

    Hi Jessica,
  
  Thanks you but that would not be acceptable or fair.
  
  First, the mesh system was not the cause of the issue.  The mesh was helping cover the full house.  The issue was your old equipment that was installed originally, and then insufficient boosters that were sent when I spent hours online and on the phone trying to get it resolved.
  
  Then the billing.  I’ve just reviewed my recent billing and see that my Internet plan increased from $85 to $180 in August, which is ridiculous.
  
  You then suggested a resolution that included a $25 discount off a $180 rate plan, when your current offering is $110/mth for existing clients?
  
  I signed up in Aug 2020 for a 1 Gig plan at $85/mth and did not ever receive that service.
  
  An appropriate resolution would be to provide that rate now for the 2 year period since it is finally working.
  
  Please confirm.
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 15/12/2022

  Hello,

  A TELUS manager has been in contact with the customer and the concerns have been addressed.

  Thank you,

  Jessica

  Customer Answer

  Date: 16/12/2022

  
  
  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,
  
  
  
  ***** ****

  Customer Answer

  Date: 12/01/2023

  I agreed to a resolution with Telus, but that is not being reflected on my account, and I have messaged the agent assigned with no reply.
  
   
  
  Please confirm.
  
   
  
  Thanks,
  
  *****

  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 can we have a week long extension to resolve this customers concerns

  Customer Answer

  Date: 23/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Contrary to the response from Telus, no one has been in touch since I reopened this complaint after Telus did not follow through with what was agreed to.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 24/02/2023

  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:08/11/2022

  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 has been upgrading the service in our New Westminster neighborhood. They told us they need access to our condo to install the new system. We’re fine with that as our service was poor to begin with. Telus has scheduled 2 appointments and has not showed for either which required my partner to miss work for two days as I was out of town.
  Telus has now told us that if the our service isn’t upgraded by November 30th 2022 then we would lose service. I find this unacceptable as I work from home for the most part and need internet to earn a living and I don’t appreciate being threatened by a corporation.
  
  Telus has us under a contract and I want that contract canceled immediately since Telus is not able to offer us the service they have promised I am claiming that this inaction has violated the terms of our service agreement rendering it null and void.

  Business Response

  Date: 14/11/2022

  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: 17/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As of today, November 17, 2022, a Telus technician did come to the condo and replaced our router. However, now the internet here is worse than ever. This is a major issue as I work from home. Even tomorrow I have a day of virtual meetings planned that now will not happen. I’m at the end of my rope with this and have currently been on hold with Telus for the past hour now again. Telus is going to cost me my livelihood at this rate for a service I’m paying for. This is extremely stressful and unacceptable. I need Telus to contact me asap.
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 18/11/2022

  "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”Tell us why here...

• Initial Complaint

  Date:07/11/2022

  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.

  A third part sales person for Telus security came to our door about 2 years ago selling home security. After our scare a year prior we were looking to have more piece of mind when it comes to the safety of our house.
  My husband signed us up because they said it was $30/month for a complete home security system with piece of mind and direct access to 911 in case of emergencies. After my husband signed the contract he was never given a copy ( the sales perosn walked away with the contract in her hand).
  Our first bill reflected $54/month and not $30/month like he was told.
  
  Over the 2 years they have somehow lost my husband's visa number on file numerous times and would get notifications for collections. Called multiple times at the beginning to get the deal we were promised and it never got changed. Our camera doesn't work half the time when trying to see who is at the door or if a package has been dropped off. Another instance was accidentally setting off my panic alarm on my fob and never had emergency response reach out if we were okay.
  
  We decided to cancel earlier this week since the camera doesn't work when trying to live stream and about a 1/3 of the time it doesn't record someone coming to our door.
  
  The Telus rep he talked to said we would have to pay $900 to cancel early on the remaining 3 years on our contract - this is when we were told it was a 5 year contract. If we would of known it was that lengthy we would of never signed up in the first place.
  
  We feel robbed and lied to from telus home security team, the sales person included. We have subpar equipment that does not reflect the value they are charging. We feel we shouldn't be penalized on a contract we were not aware of.

  Business Response

  Date: 15/11/2022

  “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: 25/11/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have no been in contact with a manager to resolve issue. Manager called Tuesday November 15th at 3:41pm and left VM she would be in contact with me by Thursday November 17th. On Friday November 18th at 1:33pm they called. Unfortunately both times contact was made I was at work and missed the phone called. I e-mailed Janet, a manager, on Sunday providing account name and information and let her know I would not be available Monday or Tuesday but I would be available Wednesday or Thursday. It is now Friday November 25th with no contact. I just sent an e-mail asking when they were going to call since I will be heading to work soon and I cannot answer my phone. No contact information has been given so I can call back, it is just when they are able to contact me.

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

  Business Response

  Date: 30/11/2022

  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