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

854 total complaints in the last 3 years.
296 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:21/09/2022
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.
On May 21, 2022, I received a letter where telus wanted to charge me the amount of $576.81, since account ********* had already been settled on January 25, 2022 and the amount of $560.84 had been paid.
I spoke with an executive and he told me not to worry that it had been a mistake and that everything was already fixed.
But it was not true, because on July 15, 2022 I received a letter from the company *** ********** ******** *** where now they want to charge me on behalf of telus the amount of $686.09
I have spoken with them, I have sent them a copy of the account statement where the payment to telus is seen and despite of this they continue to call me incessantly, at times that should not be *****. example saturdays at 7 in the morning.
I would like that in addition to recognizing that the debt is paid, they correct my credit report
Business Response
Date: 26/09/2022
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:21/09/2022
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 have Telus monitoring in my home, the alarm went off one day a few months ago, and was going off for almost 5 minutes. Once I reset all the smoke alarms and devices in my home, including the alarm panel, I waited for a phone call or a dispatched fire truck, neither happened. i called them later in the day and they said there was no alarm or indecent . The phone rep did say she would send back to a back office group to review. I never heard anything back. This week the garage door was opened, while panel was armed and for a half hour, no call, no dispatched police, nothing. I called company again, they said we will send tech, tech came today and said everything is working and the monitoring people ‘screwed up’. I called the company not happy as they are not monitoring my home, and that is not safe, rep focused on reading me a cancel script only, not helping me out, then said would be $207 cancel fee as I was under 3 year contract and need to give 30 days notice to cancel. Rep did not want to help, and Telus has proven that they are not monitoring my alarm.
Business Response
Date: 26/09/2022
"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: 26/09/2022

Complaint: ********

I am rejecting this response because: The agent that called me was an escalation Manager for Telus Alarm, not *** Telus Alarm. She advised that a proper *** TELUS ALARM manager WOULD call me about a resolution.
so so far Telus is lying when said reached out and my concerns were addressed, that did NOT happen. Keep it honest Telus.

Sincerely,

******* ******
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: 05/10/2022

Complaint: ********

I am rejecting this response because:
This is the second time they responded that they talked to me, they have not, there has been no communication from them and the message seems to be the same COPY AND PASTE message they replied last time.
There has been no communication from a rep, they obviously do not want to reply.

Sincerely,

******* ******
Business Response
Date: 19/10/2022
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: 26/10/2022

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.

Sincerely,

******* ******
Initial Complaint
Date:20/09/2022
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 had my yard marked for under ground services. My dog has spray paint down the side of her. I do not subscribe to Telus services. My neighbor spoke with the worker and he said he was marking because there was a blocked Conduit. I was not aware that Telus was coming. I do not know what happened, why my dog now has paint on her. I am upset that I cannot trust that my dog in my own back yard is subject to Telus employees. This cannot be acceptable. Please help me figure this out. Telus has been terrible in our neighborhood and to now have my dog painted, I need to make a formal
Complaint. This is bigger than wrecking my lawn. I would like to keep Telus off of our property.
Business Response
Date: 23/09/2022
“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:19/09/2022
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.
Telus sent an inexperienced technician to install the home security system in September, 2020.. We had our garage burglarized in May, 2022 in which the intruder had a full 15 minutes to steal $300 worth of meat and break into my wife's vehicle which required $500 in repairs. We found out on May 28, 2022, that the motion sensor in the garage had not been programmed correctly from Day 1 of the installation. The intruder had set off the glass breakage sensor in the garage with a loud noise but because the motion sensor had not been programmed correctly, he had 15 minutes to steal as much as he could. We also found out we were limited to 1000 clip uploads a month which Telus never informed us about and our cameras only activated when the glass breakage sensor was activated. In addition, the doorbell camera that Telus installed is only rated to -15C and if the temperature goes below -15C, it starts ringing the doorbell for no reason. Their service technician blamed our door knocker and tried to charge us for a service call. Furthermore, their ***** TV is faulty as the television screens still pixilate and one box continues to go offline. Both TV boxes have been replaced by Telus but this symptom continues to happen. Finally, it took Telus a year to send a copy of the contract in which they piggy backed a 3 year contract for the home security system on a 2 year contract for the other home services. We did not and would not have agreed to a 3 year term for anything. Telus has deliberately lied and mispresented themselves and even tried to charge us for service calls to fix their faulty equipment. Telus has refused to compensate us for our time and losses regarding the breakin of our garage.
Customer Answer
Date: 19/09/2022
We have spoken with Telus and they have agreed to cancel our contract without any cancellation fees. However, we may be taking them to small claims court to recover the financial losses incurred during the breakin of our garage and vehicle. We do not want any further contact with Telus and you may report this complaint as resolved.
Initial Complaint
Date:16/09/2022
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 have been charged for two digital boxes I sent back October 15, 2021.
Try calling but get stuck on hold, then transferred, and endless frustrating game.

What I can tell is that I have been paying $20 a month for the last 12 billing cycles I should not be and continue to be. I have ALL documentation (with pictures) to prove it was returned.
Business Response
Date: 19/09/2022
"Hi *****,
A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed.
Thank you,
TELUS Manager”
Customer Answer
Date: 19/09/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

**** ********
Initial Complaint
Date:16/09/2022
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 from Telus to **** (Internet,T.V. and home phone) 0n May 11 th.but waited til May20th cancel Telus.
Telus then sent me the ID return instructions and ****** Post ID number on Friday May 20 th,which I packaged up and sent to them.
The next month I get a bill from Telus from May 13 th to June 12 for $366.40.Then on July another bill for $192.23.I was on automatic payments with Telus,so they keep taking the money.I phoned them and explained what happened and the agent set it up be returned to the credit card .Next month another bill and no money returned yet.Called again and agent says need time for system to work,to give them til Sept. 13th.Both agents agreed on the amount of over payment of $464.07 on ******* ****** ********* 2.
Business Response
Date: 21/09/2022
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: 22/09/2022

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.
They said the check is in the mail.

Sincerely,

***** *********
Initial Complaint
Date:12/09/2022
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 mid-April 2022, I was unsatisfied with my Telus service. I wanted either a cheaper plan, or a plan that offered more at the same price. I looked online and saw that there was a better monthly plan, with unlimited download on offer for a better price than I was currently paying. I spoke with a Telus rep, and asked them to change my monthly plan, they helped me through the process, and I continue on with my life, paying the bill each month, and now happy with the service again.

On Sept 11th 2022, I called Telus to cancel my internet. They told me that there will be a $285 cancellation charge because I was in a 24 month contract. I was confused by this as I never agreed to enter into a contract and the agent never mentioned any contract. This was confirmed by the agents I spoke with yesterday, no mention of contract in the old conversation. Had I been informed that the deal was being offered under a long term contract, I would have rejected the offer.

I explained this to Telus and they refused to waive the fee. They said, when you first enter into a contract, the agreement is sent to your email. I never received any email regarding the contract, and when I asked them to provide date stamped proof of an email being sent with regards to the contract agreement, they refused to provide any information. They then went on to say that you should have seen that it is written in your bill every month. But if I am unaware that I am in a contract, I will not be scanning the details of my bill every month to ensure I haven't accidentally been placed into a contract. I look at the cost of the bill only, so I can pay it.

They reduced the cost of the cancellation charges by 100$ as good will, which I appreciate, but I maintain the position that I shouldn't be responsible for paying any of the cancellation charges as I never agreed to enter into a contract in the first place. Thanks for your help.

Account information:

Account No: ********** Account Holder name: ****** ********
Business Response
Date: 19/09/2022
“Hi *****,
A TELUS manager has attempted to reach the customer on ___, ___, and __ with no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
TELUS Manager”Tell us why here...
Customer Answer
Date: 19/09/2022

Better Business Bureau:

I don't think I can see the full message from Telus on the BBB website as I can't see any proposition for resolution. However, I have received an email (which I am attaching to this message) from Telus regarding the resolution and they have waived the cancellation fee completely. 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:12/09/2022
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.
I have not internet. I can’t get through to anyone. They keep passing me from agent to agent. It’s now been 2 hours. Abs got disconnected.

They said they fixed it. They did not. And for spite one of the managers mailed me 30 months of paper bills. Such a waste of paper, Damage to the environment and the cost.

How can a customer get proper customer service. What can I do to stop their abuse
Business Response
Date: 20/09/2022
“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:12/09/2022
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 Case No. ******
I recently cancelled my home account with Telus because I was selling the home and had no need for further service.. I had accumulated rewards points. I was NOT informed prior to cancelling my account that access to my rewards would be terminated as of the cancellation date. The only "solution" offered to me was that I renew my account with two services for a minimum of 90 days (estimate $150/mo x 3 = $450). This is regardless of the fact I am still a Telus Mobility client.

The "solution," which was repeatedly offered by the customer service agent was not a solution at all, as it would cost me multiples of the value of the outstanding rewards. This lack of logic was acknowledged by the agent, but still presented as a "solution" I was declining.

As I earn the rewards as a part of the Telus offering, and accumulated them over time of being a Telus customer, those rewards represent a tangible value which is owed to me, especially in light that I was not informed that they would be cancelled along with my account. As they hold a tangible value, I should have been required to acknowledge the forefit of those rewards -or- retained access for a period of time.
Business Response
Date: 18/09/2022
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:01/09/2022
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.
I canceled telus as I only had internet with them. In 2021 I was paying $30.00,by January this year it was $67.69 plus taxes - $75.81!! March it was $105.00plus tax $117.60 April 7th I phoned and canceled Telus. I spoke to Marlin who told me to return the modem. Which I did on April 11th (I have the receipt). June I received a bill for $491.99 !! Phoned July 2nd at 1:50 P.M and spoke to Shelley “will cancel all the billing - the April 7th cancellation never went thru”. July 25th new bill for $117.60. Called August 12th Spoke to Lyra who transford me to Charlene who said “we will correct this”. Put me on hold for 10 minutes and then disconnected me. Today I get a bill for $238.73. I have been with another co. since April 7th. I do not have telus equipment. What is wrong with these people
Business Response
Date: 06/09/2022
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

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Telus is NOT a BBB Accredited Business.