Business Profile

Telephones

Telus

Headquarters

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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

855 total complaints in the last 3 years.
297 complaints closed in the last 12 months.

If you've experienced an issue

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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:19/10/2022
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.
Cable, Internet/wifi continuously goes out for hours, days..... can not possibly keep track, obviously there is an issue. I have had brand new devices put in, still problems, its so frustrating. This has been an issue since moving here, as we speak my internet has gone down again. It just spins and spins for hours. I am sick and tired of constantly rebooting the system. Telus has not once given me a credit for the obvious ongoing problem which has been 2 years now. Excuse after another why the system goes down yet I keep paying the bill, it has got to STOP. Start listening to your clients!!!!! I am being charged for products that dont work period.
Business Response
Date: 27/10/2022
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
Initial Complaint
Date:18/10/2022
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.
A Telus door-to-door salesman mislead me in to signing up for a Telus account on Oct 4, 2022.
I began getting emails from Telus in regards to my "new account", which I never wanted. I only wanted a quote from Telus.

Oct 5th I phoned Telus to CANCEL my account and was assured it had been cancelled.

A week later a Telus service truck parked near my home and installed a fibre box on my house. I continued to get emails in regards to my installation date. I phoned Telus to CANCEL my account again and was assured it was cancelled. They did not send emails to confirm the cancellation, although I asked for confirmation.

October 18th, I get a BILL from Telus for $9.18 despite not having any service, or agreed to any of their services.

I need their ********** to stop, and I need these bills reversed before they attempt to ruin any credit. They obviously too incompetent to cancel my account.

from Telus:
**** month: October
Account number: *********
Total due, if received by November 6, 2022: $9.18
Business Response
Date: 25/10/2022

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
Initial Complaint
Date:13/10/2022
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.
Telus has horrible support. You call and wait forever then you get someone who just deflects calls and then sends you somewhere's else. I've been on hold for the third time this month for over 1:20 minutes.

They put you on hold listening ** *** *** ***** ****** **** ** **** *** ******* **** *** *** ******* ***** *** ******* **** *** ******
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
Initial Complaint
Date:11/10/2022
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 10, 2022

Thank you kindly for your time and help regarding an alarming and expensive TELUS billing error I am dealing with since September 15, 2022, following an e-mail I received from a collection agency - *** ***, dated September 15, 2022 - stating that I owe TELUS $3433.05.

I have been a customer of TELUS for 2.5 years now and have never been behind in paying my bill (account #***********). I immediately contacted TELUS, on September 15, via on-line chat, and I connected with a fellow by the name of Carlos.

Carlos was helpful and reviewed my account information and advised me that this is an error on the part of TELUS.

According to Carlos, it appears that a second contract was running - for some unknow reason (in my name and address, although I did not ever receive a bill!) - and TELUS has been double-billing in my name for the past 2.5 years, in the monthly amount of $140.00.

Carlos assured me that I should not worry about this large billing error and that he will get this taken care of for me (I have the on-line chat downloaded in a PDF) and he then advised me to talk to a Care Agent.

The Care Agent advised me that she has no way to correct this and she will have to speak to her manager and, once she has spoken to her manager, she will get back to me.

Mehwish then advised me to call the Collection Agency directly and advise them that I have spoken with TELUS about this large billing error.

It is now October 10, 2022, and this is still not resolved.

I do not want to continue business with TELUS in any way shape or form and find them to be, in my experience and opinion, dishonest, incompetent, and extremely unhelpful.

Trusting you can help me get this sorted out, as I am at a loss of what to do next.

Sincerely,

****** ******** ************* ******************************
Business Response
Date: 19/10/2022
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: 25/10/2022

Complaint: ********

I am rejecting this response because:
Thank you kindly for your time and help regarding the large TELUS billing error I am dealing
with since September 15, 2022, and I have now received another letter of demand from the
collection agency (please see attached) even as TELUS continues to bill me for a service that I
wish to cancel.
TELUS’ response to you, the BBB, stating “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” is a blatant lie and shows TELUS’ continued
and alarming dishonesty, unprofessional behaviour, inability or desire to resolve this shocking
billing error, and complete disregard for my time and resources.
It is my great concern that I get out of the current contract I have with TELUS ASAP, and where
do I go from here, please? Who do I contact for help with this alarming and dishonest
behaviour from TELUS?
Many kind thanks once again for your time and help – greatly appreciated.

Sincerely,

****** ********
Business Response
Date: 03/11/2022
A
TELUS manager has been in contact with the customer to discuss their complaint however the line just rings and the TELUS manager is not able to leave a voicemail. TELUS manager will
be working with the customer at an attempt to resolve all their concerns until
resolved. Thank you.
Customer Answer
Date: 06/02/2023
No, it has not been resolved. I have spoken with about a dozen different Telus agents since September 2022 and they keep telling me that the double billing error that has been going on since March 2020 has been fixed and it is their fault and they want to resolve it; however the huge double billing error is still on my account. No one at Telus seems to be able to correct this error even though they have admitted it was a mistake on their end. I have given up trying to talk to Telus because every time I spend my valuable time to try talk to someone, it just gets dismissed and they say it's fixed but it's still on my account. If you can help that would be greatly appreciated!

Thanks,
******
Business Response
Date: 13/02/2023
Hi *****,

A TELUS manager has attempted to reach the customer on 6 February 2023, 7 February 2023, and 10 February 2023 with no success. We have closed this complaint as we were unable to reach the customer.

Thank you,

TELUS Manager
Initial Complaint
Date:05/10/2022
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.
On September 27th at 7AM our **** service from ******* ( a reseller of Telus ****) went dark A call to Telus confirmed that our **** service was discontinued...without warning or notice. As best we can determine Telus upgraded to Fiber from their main switch to our nearest junction box which requires a new type of **** modem. A Telus (wholesale) technician showed up on October 5th but could not complete the service as "not enough ports" were provisioned at the main switch. He told me this would be resolved in 12 to 24 hours...but no calls yet.

We rely on the **** service for connectivity for our home based business..and each day that goes by puts us further at risk of not being able to make payroll.
Business Response
Date: 12/10/2022
Hi *****,

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

Thank you,

TELUS Manager
Customer Answer
Date: 12/10/2022

Complaint: ********

I am rejecting this response because: it is not responsive to the question of why our **** service was cut...and why there was no notifications...or change management processes in place at Telus.
By October 7th we could wait no longer and implemented a wireless service to get our business back up and running. On October 11th I asked ******* to discontinue attempts to get our **** services back up and running. Later on Oct11 Telus calls me to install the **** services...which I now no linger need.
So to review the high points... Telus cuts our **** services (through ******* a reseller of Telus ****) on Tuesday September 27th. After waiting for 11 days I contracted with Telus for wireless internet services...in order to get my business up and running. I contact ******* to halt efforts to reconnect our ****...then get called by Telus to schedule an install we no longer need today.
So Telus breaks our internet....delaying our project work and invoices by 10 days and putting our Dec1 payroll in jeopardy...and profits when we can no longer stand the pain and contract Telus wireless services.... net loss of 80-120 per month for *******...and net gain to Telus of $530 for the equipment and $125/month for the wireless internet.
All the calls with Telus have been initiated by me (or in response to ******* and my efforts to regain internet connectivity.
No call for Telus has been made to explain why our service was cut, and what remedial actions they are taken to ensure such serivice shortfalls.
Just break it and we will profit...seems to be Telus' strategy.
So no... I do not accept Telus response that "we have been taking with the customer".

***** ******

**********

***** ******
Business Response
Date: 23/10/2022
Hi *****,
A TELUS manager has been working to be 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: 24/10/2022

Complaint: ********

I am rejecting this response because:
This was a lazy, non-specific response, because -of course- I was talking with Telus trying to restore or replace my service.
Telus has never called me to offer an explanation of how and why my **** services were terminated... plunging my business - which relays heavily on connectivity - into 10+days offline. This affected project deadlines and has put my December 1st payroll in jeopardy.
All Telus conversations were initiated by me...and I ended up having to go with Telus wireless internet incuring equipment expense but getting my business back online after 10+days of no service.
I did not chose Telus wireless because of the quality of the service, customer support and value... I ended up with Telus wireless services.... because that was about the only choice I had in this monopolized market.
***** ******

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

**********

***** ******
Business Response
Date: 03/11/2022
Hi *****,
A TELUS manager has attempted to reach the customer on October 5th, and November 2nd with no success. We have closed this complaint as the complaint is with a reseller company and not with Telus.
Thank you,
TELUS Manager
Initial Complaint
Date:03/10/2022
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.
Account Number - *** **************
Customer Account Number - ********* *

We took out the Telus security system for our new restaurant & when my business partner Mark *** R******* spoke to the sales agent we were offered a certain package. The installer then did the installation. We paid the first invoice (received by letter). We have not received any more invoices and only a Notice of Pending Action (Suspension). We have called multiple times to understand and have been told we owe a significant setup fee which was not explained by the sales agent or installation tech. We have been promised multiple times that a manager/supervisor will call us back and that an updated invoice will be sent to our email address. Nothing has happened and we just receive more threatening letters. We are happy to pay for the service as sold to us, but unauthorized charges should not be on us to pay if your sales agent has got it wrong. We have not see any invoices via email. Please contact me on ************ to resolve this.
Business Response
Date: 05/10/2022
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
Initial Complaint
Date:03/10/2022
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.
I had moved apartments in August 2022 from one unit to another (next door) in the same building. Around that time I also had been advised by my accountant that I had been provided inadequate tax advice and should change my business from a corporation to a sole proprietorship. I spent many hours with Telus to change the business unit and name to update my services. The time was taken out of work hours and I had to cancel several clients in order to deal with the issue, which led to financial hardship.

In attempting to resolve the issue Telus had created two accounts and double charged me on both. Their legal department also refused to change the business name despite my providing my new business number, etc.

As a result of many attempts to rectify this, Telus has continued to charge me despite emailed verification that the accounts have been closed (see attached). I today also received a paper copy in the mail.

I am concerned about this affecting my credit rating and need intervention. Telus is completely inadequate to resolve its issues and are not returning my emails. I also cannot afford to take time to deal with them as they seem not to understand what is happening.

Account #********* (which was my original account, and which I returned the modem) has a balance of negative -$219.55. The second account opened in error (#*********) has a double charge of $256.14.

Please help me. I don't know what else to do and the stress associated with Telus' ********** *** ************ has caused severe chest pains and headaches.

********* ******
Business Response
Date: 10/10/2022
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: 25/11/2022

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.

Sincerely,

********* ******
Initial Complaint
Date:28/09/2022
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.
To Whom it May Concern,

I am writing to lodge a complaint regarding Telus’ contracts.

We signed up for Telus’ internet services for 3 years, however there have been changes in our business and we wish to terminate their services after 1 year. They informed us that there is no cancellation fee, but that we have to pay the full cost for the remaining 2 years!

This is outrageous and a blatant gouging of Canadian businesses. We are an employer and taxpayer, but if Telus continue to charge companies thousands of excess dollars this puts businesses in jeopardy.

Please step in and put a stop to Telus’ outrageous demands, often hidden in the fineprint by them. Cancellation fees and termination requirements should be up front and obvious. In addition, I was under the imperssion that the communciation companies were no longer allowed to demand a 3-yr term.

We would like to see a reasonable cancellation fee. If not, we will see out the contract, but never use them again as a business or in our personal usage and will advise others not to do so.
Business Response
Date: 05/10/2022
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
Initial Complaint
Date:26/09/2022
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 cancelled my home security system while we attended 3 Covid funerals out of town. In the last 72 hours, we contacted the company, pleading for reactivation. People like Ivan and Mrs D**** at Telus promised to call us back and have not. Zero empathy or care.
Business Response
Date: 01/10/2022
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: 04/10/2022

Complaint: ********

I am rejecting this response because a manager contacted me and began questioning my request for a rebate and refund. I asked that he escalate this matter to another manager because the customer care continues to be disgusting, rude and obnoxious. Again, my alarm was completely inoperative for a week and there was zero empathy from *** - TELUS. I spent countless hours on hold and there was zero resolution. I was passed from agent to agent to agent.
The manager also claimed that new equipment was installed? This is completely untrue. My old equipment is still working properly. Again, the above has caused undue stress and frustration. I want a rebate, refund and payment for my stress.

Sincerely,

****** **********
Business Response
Date: 10/10/2022
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
Initial Complaint
Date:26/09/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had Telus internet/tv setup for my tenant downstairs in my rental suite.
A new tenant moved in and brought his Telus internet account with him(to avoid his own cancellation fees).
The technician that came to our house cancelled my plan and said I could phone Customer Service and get everything straightened out.
So on August 2,2022 I called Telus to get everything in order, I thought I would be faced with a cancellation fee, so I suggested moving the account to a nearby rental property I have. First I spoke with a lady called Vanessa, She put me through to someone called Ian. Ian stated my account was closed and I didn't have a contract and there were no cancellation fees. Great??
Next Telus Bill shows a cancellation fee of $510.00-OMG!!!
So once again(August 16) I call Telus,speak with Anne, then Javier -they seem to think I should I should pay the $510.00 ,I escalate to a Manager-Krysterly is her name. She says she will review the recording of the conversation from August 2,2022 to verify that I was told there would be no fees,she says she will contact me in a few days.(this call lasted for over 1 hour)
Haven't heard from Krysterly yet, so call Telus again August 24,2022, Marcelo is the person's name this time.
46 minutes on the phone with him and he says he will credit my account with the $510.00.
Then on September 9,2022, I call again because I haven't heard back. This time it's Kam(25 minutes). Verified Marcelo has approved the refund I should get it within few days. She has a left a note for Marcelo to call me back. It is now September 23,2022 and have not recieved a refund ot a courtesy call.
Business Response
Date: 04/10/2022
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: 07/10/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I received a call from a Telus manager Raheel around Friday Septemebr 30 he apologised on behalf of Telus and said they will reimburese me (even though I had been promised 3 times already) he said it would be done by a cheque in the mail.
Plus I asked for a couple of movie credits for my inconveniece and the 2-3 hours I wasted on this complaint ,which he gave me credit for.
I received the cheque on October 6,2022 and deposited it immediately.
The only way to get any results from companies like Telus is to file a better Busine Bureau complaint. Otherwise they will just blow you off continuously.

Sincerely,

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

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