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

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

• 

  Telus

  80 Wharncliffe Rd S London, ON N6J 2K1

• 

  Telus

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

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  Telus

  826 Yates St Victoria, BC V8W 2H9

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:07/11/2022

  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.

  I had Telus Home Internet until June 2022 at my apartment. In June 2022 I moved out of my apartment and to a different home so I cancelled my service with Telus. At that time, I spoke with an agent on the phone and he said he would use a credit of $20 something dollars he had found on my account to pay for part of my last bill. I found this odd and asked if he was sure I had this credit because I didn't recall any such thing, but he seemed to think it was OK so I went along. So, my last bill was paid and my service was ended and I thought the matter was over.
  
  Then in October 2022 I began to receive emails that I owed $28 something to Telus. The last email said that if I didn't pay this outstanding $28 by November 5, 2022 the amount would be sent to collections.
  
  I tried phoning Telus customer support on November 5, 2022 and first was put on hold for 1 hour and 15 minutes before anyone answered. The agent who answered then said they needed to transfer me to someone else on a "payments team" and I was put on hold again for another. After waiting another 30 minutes (for a total of 1 hour, 45 minutes), I lost patience and hung up as I had other things to do.
  
  I consider being threatened with collections over a $28 sum, months after I quit my service with Telus and was told by an agent that everything was resolved, to be bad business. Furthermore, I consider having to wait 1.75 hours old hold trying to resolve the matter, and not being able to reach anyone, to be even worse service. I want this $28 charge reversed and to cease having Telus bother me for this sum.

  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: 17/11/2022

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

  This is a PRELIMINARY rejection.  I received a voicemail message from a Telus agent on November 15.  I was not able to answer the phone at the time because I was at work.

  The voicemail simply said the Telus agent would try phoning me again on November 16 - which coincidentally is another day that I am working so I will have to go out of my way to try to answer even while at work I guess.  I was given no option on when I would like a call, and no option on what method of communications I would like to be contacted via - I was just told I would be telephoned.  If I had been given an option, I would have indicated email was better.

   

  So, I am rejecting this response - at this time - because it has no substance to it.  It is simply a voicemail message saying 'We tried calling you again, we'll try again at a time of our choosing.'  I don't consider this a substantive response to my concerns.  Once I've actually had an opportunity to talk/communicate with the Telus agent, and actually hear what they have to say, then I will make a decision as to whether what they say is acceptable to me or not.,

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

  Business Response

  Date: 24/11/2022

  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: 26/11/2022

  
  
  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.

  Specifically, a TELUS representative telephoned me and stated they would be reversing the charge in question and no longer pursuing payment or collection of that charge.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:07/11/2022

  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.

  I am trying to monitor my premises using telus communications for a smarthome security system and for WAN access to a remote WAN for dual redundancy across the web. I use a static IP for a connection Alarm.com. Alarm.com is what telus is selling to me. I do not want it anymore because I cannot monitor my premises with they're business it is not working. When I left the house today I left before 1230HRS and I went to the bus for before 1230. The video camera was working and the panel is connected to wifi including cellular as a backup for monitoring of door sensors and the doorbell as a security to my home. Instead I got home around 1400HRS merely 2 hours of time and when I got home. The telus internet was disconnected from the camera. I took my backup internet phone with me by accident and the camera in result of me having the backup connection to the remote WAN was that the camera stopped working because telus is a bad deal. I am so offended that the door Was opened and closed and my internet was off and the camera is useless and the security system does not work. I want to cancel the whole contract and have someone else provide monitoring because telus does not work. It doesn't work at all. I was gone for two hours. Two hours that's it. I am suspicious of all the things telus does because it seems dishonest to me and to be a lie and not true. I am convinced they are taking my money and not allowing me to monitor my premises . I do not want that. I want the truth.

  Business Response

  Date: 15/11/2022

  The matter has been reviewed with the customer and I have determined that the data logged has been misinterpreted by the customer; I did share back his screenshot circling the time logs so in order to provide visual representation to help him interpret the data more clearl

• Initial Complaint

  Date:02/11/2022

  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.

  On October 31st at 2 PM PST, I looked out of my window and observed a person on my private property damaging some of my landscaping. I ran outside and asked them who they were and what they were doing; the individual stated that they were attempting to access the base of a guy wire attached to a B.C. ***** service pole. I asked who they worked for and they identified as a Telus employee. The Telus employee stated that they needed to access the wire for something to do with fiber optics. I pointed out that the wire was on my private property and that I had not been contacted for permission to access my property and that they were damaging my property. The Telus employee stated that "they didn't need my permission and the bush was in the way". I ran back inside to grab my phone to document the incident, while I was gone the Telus employee hurriedly left the premises. I am surprised to hear that Telus has the authority to enter my property without my permission and damage my belongings. For clarification, I am not a Telus customer. I would like to receive an explanation from Telus as to their actions and restitution for damaged landscaping. I will accept only email communication on this issue because: 1. I am familiar with Telus' tactics of claiming phone contact or attempted phone contact when no such contact has taken place. 2. I wish to have a written record of all of my dealings with this company. 3. I will only deal with this issue at a time of my choosing and not at a time of Telus' choosing.

  Business Response

  Date: 10/11/2022

  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:02/11/2022

  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.

  I had a no contract account with Telus for their ***** *** internet service. I stopped using the service around 4 months ago. My account got suspended for non-payment of two months of service, in which time no data was used. I payed the outstanding balance to avoid the headache of calling Telus and dealing with 1hr+ wait times on hold. Without my authorization they reinstated the service and began charging me again and now claim I owe them $242.63.
  
  I called them today, and after an hour on hold, got told I had to contact the smart hub department. After 2 total hours on hold with Telus, they told me that the bill is still valid because I never called to cancel the service and that it was automatically reinstated when I (regretfully) paid the last bill. I don’t understand how a “No Contract” plan can be costing me so much time and money, and how a company with 65,000 employees can’t reduce their call times. Telus is an absolute ***** company to deal with.

  Business Response

  Date: 10/11/2022

  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: 10/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because nothing was done to remedy the issue. I offered a compromise in regards to reducing the amount owed and paying that just to be done with the issue but they declined to budge. I refuse to pay for a product or service I didn't use. 
  
  
  
  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

• Initial Complaint

  Date:31/10/2022

  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 had my phone line and internet (business) through Telus for almost 10 years. When I tried to cancel my telus account, they informed me that I would owe almost 3000.00 in cancellation fees. (this is also for my security which I only had for about a year - over 2000.00 to cancel the phone and internet and over 800.00 to cancel the security) I was told that this was due to me cancelling before my contract was finished. I told them I never signed a contract nor would I have willingly entered into a contract (My business was struggling due to covid and I was unsure how long I would be able to stay open) Telus tells me that my signature is not required to enter into a contract (how is that legal?) Nobody told me I was under contract, I didn't sign anything, I did not agree to this at all.

  Business Response

  Date: 08/11/2022

  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: 09/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This matter has yet to be resolved. I was contacted by phone last week by Telus but it was the wrong department and I was told that someone would be in contact soon. This week I received an email notifying me that the matter was under review and I would be notified soon of any efforts to resolve this case but have yet to hear anything.
  
  
  
  Sincerely,
  
  
  
  **** ******

  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

• Initial Complaint

  Date:27/10/2022

  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 contractors have left me with a sinkhole under my driveway which is likely to cave in any day. They have known about this issue since May 2022 and I keep getting the runaround from Telus, no resolution and no compensation. Not even call backs.

  Business Response

  Date: 03/11/2022

  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: 03/11/2022

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

  Yes, I have received ONE phone call....and that person said they were "looking into it" and since have heard nothing at all. So I DO NOT consider this matter dealt with at all.

   

  I do not have the time nor patience to keep calling Telus, be on hold for literally hours on end only to be told that the people that I talk to cannot help me. It is an EXTREMELY poor attempt at customer service and even WORSE resolving the serious issue of my property being damaged. 

  I want my property fixed, I want to know when it will happen. And so far Telus has provided NOTHING in the way of resolution. 

   

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

  Business Response

  Date: 09/11/2022

  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: 16/11/2022

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

  While someone has called me to discuss it, that is where it was left. Not a single person from Telus has done a thing to get the ball rolling on this. There is absolutely NO PLAN in place for resolution. We have been getting the runaround from people saying that they will "look into it" or pass it on their escalation team, or get someone to contact us. And NOTHING has been resolved. ABSOLUTLEY NOTHING!!!!!! 

  I will NOT be closing this complaint until there is actually something done and a plan in place to fix the damage caused to my driveway...which is becoming more and more extensive as it now will be taking on snow and ice and more water.

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

  Business Response

  Date: 24/11/2022

  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

  Customer Answer

  Date: 25/11/2022

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

  We have not heard from anyone from Telus in weeks. NO ONE has called us back, no one has reached out to us to let us know what is going on or what the plan to repair my driveway will be. This message from the BBB is the only communication we have had, so that statement it a ***. TELUS is hands down the worst company I have ever dealt with. 
  
  
  
  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

  Customer Answer

  Date: 01/12/2022

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

   

  NO ONE has contacted us. I would like to have my case further escalated. Please advise what the next step should be for me. Should I contact the media? Should I get a lawyer? Telus keeps saying someone will be in touch with us and it never happens. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 09/12/2022

  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:

  Does anyone not notice that this is an automated response?!?!?! This is the EXACT same message over and over. CLEARLY there is still NO ACTION IS BEING TAKEN. I am so upset about this. A company as big as Telus screwing over one of their "lowly" customers in a REALLY BIG WAY. I am so disgusted.

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

  
  
  
  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

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

  Nothing has been resolved. Haven’t heard a word from Telus except in these BBB transactions.
  
  
  
  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: 30/12/2022

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

  I haven’t heard from Telus….still. 

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

  Business Response

  Date: 05/01/2023

  Hi *****,
  

  
  A TELUS manager has been in contact with the customer to discuss their complaint and the customer is aware that it will not be repaired until spring. The customer has voiced she will not close the BBB until TELUS has completed the remediation, which makes the 10 day limitation not possible. Can we please put this BBB on hold until May.
  

  
  Please let us know if there is an alternate solution so that we can avoid an unresolved complaint.
  

  
  
  Thank you,

  
  TELUS Manager

  Customer Answer

  Date: 14/04/2023

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

  I am reopening the complaint because my issue has STILL not been resolved. I was told by the BBB that it could be reopened in the Spring (its Spring now) if Telus hasnt responded and resolved the issue. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 19/04/2023

  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: 21/04/2023

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

  Nothing has been been resolved. Still waiting on someone to fix my driveway. 

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

  Business Response

  Date: 27/04/2023

  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: 28/04/2023

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

  Nothing has been done and no plans have been made to repair my driveway. This file WILL NOT be closed until Telus fixes the damages caused by their contractor.

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

  Business Response

  Date: 04/05/2023

  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: 11/05/2023

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

  We have yet to have anyone contact us from Telus about when repairs will be happening, they had originally said that we would hear from someone by May 31, 2023. We have yet to be contacted. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 19/05/2023

  Hi *****,

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

  Thank you,

  TELUS Manager

  Customer Answer

  Date: 24/05/2023

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

   

  We have yet to hear anything from Telus about when repairs will be taking place. I will NOT close this complaint until my driveway has been repaired. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/06/2023

  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: 01/06/2023

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

  Telus had promised that someone from their ***** department/construction would be in touch with me by no later than May 31, 2023 to get this resolved. This has not happened. In fact, we have not heard from anyone from Telus since this complaint was reopened. Just another of the many many broken promises and failures on Telus' part. We are not the only property in our neighborhood that are having issues with their driveways since this "upgrade". I think that it is time for the media to be contacted and the public be let aware of the kind of "service" that Telus provides. 

  * *** ******** *** **** * ** **** **** ********* **** *** *** *********** ** ******** **** ** **** ** ***** **** ********* * ************ ******* ******** **** ***** **** *** **** *** **** *****. It's been a year and a half since I was "promised" by Telus that they would take care of the problem and yet here we are. Look at the content in my complaint!!! **** *** *** ******** ***** **** ***** ** ***** ***** *********** This is ridiculous.  

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

  Business Response

  Date: 08/06/2023

  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:25/10/2022

  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.

  Hi there, I have left a message on an email and I also left a voicemail! Regarding this. I would like to file a complaint and I was hoping you could help me deal with this! It’s regarding Telus I had a business I sold it at the end of April of this year! I had cancelled my account with Telus which was phone can’t package with Internet for the end of April! The new owners took over May 1 and transferred the same phone number into their name and I believe the same Internet into their name! It wasn’t too long after that I started receiving bills with this phone number that I’ve never seen before so that was confusing me and an account number I’ve never seen before and that was confusing me! I thought somebody had been frighting me so I called to find out what it was. I was informed that it was Internet phone number and that I have a Internet account at this address. I don’t have a business at that address I cancelled my account and I certainly do not have a Telus account at all zero as of May 1, 2022. The name of my business was called ******* ******** **** ******* *** ***** ******* *** ***** ****** The phone number was ************, *** ***** ****** *** ******* ** ***** *** ****** *** ********! They have taken over the phone number and they Internet, they have been paying their bill regularly for both those things. After dozens of phone calls being bounced around and literally days worth of sitting there on hold being hung up on transferred phone ringing nonstop etc. they are billing me for the Internet that I do not have anymore! It’s going against my credit, and causing me an great deal of stress!!!! I sold this business because I have health problems! This is not helping it’s making me feel horrible! The phone number associated with this account is ************ and the account number is ************* When I spoke to the acceleration department last month she told me that they were billing me and what the fluff ! They are double billing! Please help me!!!!!

  Business Response

  Date: 03/11/2022

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

  Customer Answer

  Date: 04/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received any calls from Telus!! I need to know this is 100% dealt with and it not in the credit bureau!! I have been promised calls and still have not received one!!! I would like a letter stating that this had nothing to do with me and it was %100 them and that it will not effect my credit! I will need this for my records so that if it comes back on me I have proof!! Like I said they have told me not to worry about it and then I get another bill, I don’t believe them because this has been going on since May 1 2022. Sincerely ****** ****
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 09/11/2022

  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: 10/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is a lie!!! I have not received a single call from Telus and have not spoken to any manager!!
  
  
  
  Sincerely,
  
  
  
  ****** ****

  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: 23/11/2022

  
  
  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. She promised me it was no longer a problem, the account was closed and she promised it would not affect my credit!!
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:25/10/2022

  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.

  October 1 I moved into my new apartment and asked that my telus service be transferred over. Instead of transferring the service they kept the service at my old house and then added new service to my new address. After many attempts to contact telus to have this all fixed nothing has been done and today I get a bill and it's over $800 for 1 month. I feel like I am being pushed away. A ticket number was created and I was told that it would be all fixed within 24-48 hours. Didn't happen. I was given the wrong packages at my move and everything is just a mess and I want my account fixed once and for all and my bill fixed and extra credits for all the hassles I had to face during my already stressful time moving. Moving services should be the least of a person's stress but instead has been my greatest stress.

  Business Response

  Date: 31/10/2022

  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: 04/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: A lady from telus did call me one time and said she would personally be checking in on this situation and that it would be fixed. I was also told that she would be keeping in touch. I have not heard from her again. I keep checking my account to see if things have been fixed and they haven't. Instead once again I was moved back to a 7 theme package instead of an 11 theme package that I had before my move. My security camera account doesnt work anymore. It's just one problem after another in what I feel should be an easy fix. I was given a suspension notice which I had to make arrangements on to keep my service and I am not paying a cent until everything is fixed. This whole experience has been a nightmare I am in my second month of messed up services 
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 09/11/2022

  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: 10/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am still waiting to hear back from the telus manager regarding credits for the services that i didn;t have for nearly 2 months. Can someone call me so we can resolve this matter.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 14/11/2022

  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:20/10/2022

  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.

  NOTE my address has changed Oct 2021 to New Brunswick. I signed up for Telus TV living in ****** ***** **** ***. We had purchased our home in NB -5yrs ago. At the time of signing up and speaking to Telus agent-we asked when we move east if our Telus TV and ALL other Services can be transferred-We have been LONG time TELUS customers-Cell phone. Agent said yes we can transfer our services with a service transfer fee. We called in Aug 2021 and requested our services be disconnected at the ****** Creek Address and transfer to the New Brunswick address as of Oct 2021-WE WERE DENIED! THEY SAID SORRY WE CANT HELP YOU WE DO NOT HAVE TELUS IN THAT AREA?? We then mailed in all the TV equipment. We do have photos and emails! NOW IM BEING ********* BY CREDIT COMPANIES!! MY CREDIT HAS BEEN TARNISHED!! I did try to speak to someone OFTEN- sent a package off to head office-i have been completely ignored and destroyed! We have been with Telus mobile for over 15yrs !! If someone doesnt drop this immediately and my credit be put back into good standing we have no choice but to go public-media and social media and hire legal advice to go to small claims court-we will sue for pain and suffering- my credit has been destroyed by an agent that only wanted his sign up fee and then by supervisors along the way not helping me…HORRIBLE CUSTOMER SERVICE —-IVE EVEN HAD TO HANG UP BECAUSE I COULDNT UNDERSTAND WHAT THE SUPERVISOR WAS SAYING! I WAS CONSTANTLY SAYING EXCUSE ME-IM SORRY I CANT UNDERSTAND YOU! That person was not speaking full English. Please resolve this- speak to a supervisor of Telus TV and put my credit back in good standing! I tried to email with TELUS and was DENIED the transfer of service? ***** ***** **** ********* ** ** *** ******* ****** **** ***** *** ***********

  Business Response

  Date: 26/10/2022

  Hi *****,

  
  A TELUS manager has attempted to reach the customer on 20 October 2022, 21 October 2022, and 25 October 2022 with no success. We have closed this complaint as we were unable to reach the customer.

  
  Thank you,

  
  TELUS Manager

  Customer Answer

  Date: 26/10/2022

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

  yes they have called. 9 o’clock at night. I’m in bed. I tried to explain that I am on the East Coast. I have poor cell service. They do not leave any kind of number to respond to. It’s almost like they don’t want me to respond.  They keep saying they’re going to call my other number I do not have another number. I have an email which I provided. The first time somebody called I could barely understand what she was saying. I did save the messages so that I do have proof that they do not leave any means of communication open to them to respond to

  them.  They just say I think a female  name and will call back and try my other number.   I’m confused??I have also provided my email address. It’s like they want to avoid me that this will go away. If they do not fix my credit rating. I will have no choice but to seek legal counsel and go to civil court but before I do that I will head to the media and let them know that what Telus has done to me.  I am on a pension and they have ruined my credit.  I was a loyal customer for over 15 years. So was my husband and so are other people that I know of. I will cancel my cell phone and I will never go back to Telus again this is how they treat loyal customers avoid me

   

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

  Customer Answer

  Date: 28/10/2022

  ************ is the only number I have
  ********************* 
  I have a booster for phone service so it’s not like living in a town or city—- need to be by the booster in order to grab the call
  Why I put my email as well
  Whoever has been calling me- think
  *** **** ** ****** ****** ********* **** ***** **** ** *** **** ***** * ****** *** ** ** **** **** ***** 
  So an email or at least a call back number would be appreciated 
  I’m 4 hours difference in BC time.  I am in bed at 9
  I can’t give an exact time date for the call but least they have an option either email me or leave a call back
  Number.  
  Thank you 

  Business Response

  Date: 04/11/2022

  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

• Initial Complaint

  Date:20/10/2022

  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.

  Starts with Telus acquiring *** several years back. We were *** customers and I decided we would make a move to Telus. That decision was based on my need for a "Quad-Bypass" and the uncertainty of recovery.
  
  I was **, last March, and ***** ******** *** ********* **** **** ******** We *** ******* ** *** ********* *** moved
  back to the Coast about 2005 and to our current home in 2007. By then we had been with *** for several years.
  Where we are now is amid the "Telus/*** merger" (my term), where we are being assailed from all sides. My mistake seems to be that, because of my believing I might not survive, I cancelled my contract with ***, paid them out, and opted for Telus security. Since then it has been a nightmare, of *** bills, Telus bills and now
  combined bills and a few days ago the threat of legal action by ******* ****** ********. I don't doubt that
  I made some mistakes, but when you are on hold for long periods waiting to speak to someone, only to find that for the most part, Telus and *** are not helping, each seemingly concerned with only their part of the
  problem, and not at all about us, except to extract the maximum.
  I have Telus invoices with Telus letterhead. I have Invoices with *** charges, with Telus Letterhead. Just
  this morning the "collector" added an email. Yesterday I sent *** $53.48, a number I got from their rep,
  after waiting 3 hours for a response to my call to them. They said that was all I owed ***.
  Even if you can't help, it was good to write it down. Check me out. I pay my bills.
  Thank you.
  *** ********

  Business Response

  Date: 21/10/2022

  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: 07/11/2022

  a bill dated September 15, 2022, sent to us in her name regarding her Account # ********* 4. for  $129.97.
  
  I had just gotten the November, billing  notice", account # *********, in my name, requesting payment of,
  
  $129.97, by November 18. The same amount. I had, already processed  payment for  November 15, "confirmation,
  
  # ******  through my *************** ********) my normal procedure. Actually mine was the email notice Telus Home
  
  Services  uses,  prior to the actual bill being emailed.
  
  So Im nervous now about Telus, "double billing", two accounts? More mess? Confusion for both!
  
  Why is my wife getting a bill? Is ADT still actively involved? Yes we asked Telus to use her name for the account when
  
  It looked like I might not survive surgery. It seemed the smart thing to do. Others we deal with, had no problem.
  
  Telus", with their handling of ATD transition, has made a mess I cant seem to handle. Your help and advise,
  
  will be greatly appreciated. This isnt just about money anymore, its about honesty in business practice.
  
  Should be right *************! Thank you.
  
  Regards,

  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: 17/01/2023

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