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

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

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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:26/03/2025
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 have been with Telus for the past 4 years. Last November, I upgraded my account to include home security, with the understanding that my bill would be $134/month. However, my first bill was $1,042.89, and despite repeated attempts to resolve the issue, my total charges have now escalated to $1,447.52. This situation is deeply upsetting, as it negatively impacts my financial situation and my credit *********** are the primary concerns:1. Overbilling and Incorrect Charges: I was charged for equipment I was told I would pay for monthly, as well as a technician visit that was not disclosed as an additional cost. Partial credits for these items have been issued 2. Unnecessary Late Payment Fees: I have been charged multiple late payment fees despite the ongoing issues with my billing. 3. Installation Problems: * Last year when the lines were upgraded to fibre optic, the technician caused damage to my ceiling during installation, which remains unfixed. He drilled right through it. * My original door lock was broken by the technician who tried to install the smart lock but couldnt. He even had me assist him during installation which seems very unprofessional. He still could not install the smart lock and just left both locks uninstalled. He couldnt get my original lock back on because he broke it. * The doorbell could not be installed because of my apartment building setup, but I was still charged for it. And continue to be charged for it. * I was promised two cameras and an Alexa ******* but only one camera has been delivered. But I pay for all 3 items 4. **************** Failures: * I have called Telus 10+ times. I have spent countless hours on hold. Every agent I speak with promises me a call back. I have never got one. Its been 5 months. I have sent emails to the escalation department in Jan 25 and I am still waiting to hear back. I cant get through to a manager. I cannot get a resolution. My escalation # is *******
Business Response
Date: 01/04/2025
Hi ********,
A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.
Thank you,
TELUS Manager
Customer Answer
Date: 07/04/2025

Complaint: 23117033

I am rejecting this response because: the manager called me twice over the weekend and she was not able to reach me and note has closed the account. I did phone back and leave a message but I do believe she closed the account. Everything has not been resolved.

Sincerely,

****** *******
Business Response
Date: 13/04/2025
Hi ********,
A TELUS manager has attempted to reach the customer with no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
********************** Manager
Customer Answer
Date: 14/04/2025

Complaint: 23117033

I am rejecting this response because: I have called and left messages but I didnt receive a call back. I missed their call but I called back and left voicemails

Sincerely,

****** *******
Business Response
Date: 17/04/2025
Hi ********,
A TELUS manager has attempted to reach the customer with no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
********************** Manager
Customer Answer
Date: 23/04/2025

Complaint: 23117033

I am rejecting this response because:
Telus keys coming back with the same response. My issues have NOT been resolved. Please ask them for a direct number that I can call and speak to someone. Every time I call, they say will call back and that never happens.
please help. This has been going on since August 2024

Sincerely,

****** *******
Business Response
Date: 30/04/2025
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:25/03/2025
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.
Telus offer to add Security Camera as a bundle on our mobile and internet. Mid of 2020, cancelled our service from telus and notice they still bill for security camera 17cad per month direct charge from my credit card. Called them multiple times and they put me on hold. Talk to 5 agents and no one can cancel the security camera charges and put me to a different department and on hold again. So hard to get ahold of them and only promo agents answers for Telus. Cancelled my credit card just to stop their charges and now getting email from them to pay them. I don't even need their security camera. Removed it and write complain on their site and no response about cancelling my service just emails about the bill they keep sending.
Business Response
Date: 01/04/2025
Hi ********,
A TELUS manager has attempted to reach the customer with no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
********************** Manager
Initial Complaint
Date:24/03/2025
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.
I am writing to express my frustration with the ongoing issues I have experienced with Telus and their customer service.Over the past couple of weeks, I have made multiple attempts to upgrade my internet and have faced a barrage of challenges. Initially, my call to inquire about upgrading smoothly went well with a representative based in ******. However, subsequent calls devolved into long hold times and misunderstandings, particularly when speaking with representatives from overseas.Most notably, I encountered disrespectful service during a call where I was repeatedly put on hold, struggled to articulate my issue due to language barriers, and received a call back from a senior manager who was in a noisy environment, making it impossible to communicate ************** primary concern is not just about customer service, but the amount of time wasted due to inadequate communication and lack of understanding. I believe it is crucial to address the inefficiencies ingrained within the process at Telus that lead to customers being treated poorly.I request that the **** look into my calls to Telus and provide clarity on the status of my service, which I have been billed for without having requested it. I understand that the **** may not handle customer service complaints directly, but I hope you will assist in ensuring that such situations are taken seriously, as they reflect poorly on Canadian companies.Thank you for your attention to this *********** regards,Shahid780-919-2570
Customer Answer
Date: 27/03/2025
No I have not. I want the **************** part addressed, which is important to me and my honour
Business Response
Date: 02/04/2025
Hi ********,

A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.

Thank you,

TELUS Manager
Customer Answer
Date: 03/04/2025
I don't know which manager is in contact with me.

Its a disgrace this all happens, where their *********** insult customers and there is no process at ********************** to take care of this.

Thank you BBB for ALL your help. This should be noted against Telus.
Complaint: 23106012

I am rejecting this response because:

Sincerely,

****** ******
Business Response
Date: 10/04/2025
Hi ********,

A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.

Thank you,

TELUS Manager
Initial Complaint
Date:21/03/2025
Type:Order Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm a customer with ********************** home security. I did not choose to be a customer with ********************** home security, they bought the home security company I had been dealing with for 18 years. Someone from Telus called me in February about my home security service. I said I don't like Telus, I don't want to sign a 3 year contract and I don't want anyone to come to my house to change equipment. The person from Telus said my home security service will end in March. The call was over. I call on March 21 to find out the exact date of the service termination. They are jerking me around on my call. I'm on a call for over 1 hour. I speak to one person, then he says he has to transfer my call because he can't answer my question. So far I spoke with 3 different Telus employees. Nobody can give me the exact day of the termination of service. This is ridiculous to be on a call for 1 hour and 8 minutes and still waiting on hold for the fourth Telus employee to talk to me.
Business Response
Date: 22/03/2025
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: 24/03/2025

Complaint: 23098231

I am rejecting this response because: I received a call at 4:36 PM local time from Telus *************). Someone claiming to be a manager named Prince. He said he wanted more details about the complaint I filed.  I asked him if it was acceptable for him to contact me and he did not answer. I told him to read the text of the complaint.
1) I had to ask him over and over, probably 5 or 6 times when my last day with Telus is and he finally said March 31. I don't believe him since he's not giving me anything in writing.
2) I mentioned the fact about no call from the monitoring center when the alarm goes off and he said nothing. I'm being billed monthly since the fall of 2024 by Telus for home alarm monitoring service and they don't provide the service. Is Telus going to refund me?
3) My billing cycle goes from 24th to 23rd. It would be logical for my service to be terminated on the last day of the billing cycle. Telus is going to bill me from March 24th to March 31st for a service they are not providing?
*** *******
Business Response
Date: 01/04/2025
Hi ********,

A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.

Thank you,
Customer Answer
Date: 01/04/2025

Complaint: 23098231

I am rejecting this response because:
I don't like Telus. The only reason why I'm a customer with ********************** home security is because they bought the company I was originally with for home security. Telus customer service jerks me around. I called on March 21 and I was on the call for 2 hours and 1 minute when I finally got fed up of having my call transferred 5 times and I hung up. March 22 somebody from Telus called me and I had to ask the same question over and over with no answer so I hung up after 6 minutes. March 31 somebody from Telus called me just to jerk me around more and I hung up after 1 minute. I told Telus many times I no longer want to be a customer with **********************. When my home alarm comes on nobody from Telus call and ask if it's an emergency or accident. I was told by Telus I would stop being a customer in March. I have home security with a new company since March 31. I'm still waiting for an answer from Telus if they will reimburse me for the monthly fee I paid for home alarm monitoring service and they NEVER call when the alarm comes on. Again, I do not want to have anything to do with Telus. I only want to know if they will refund me the money I paid since they do not provide the service of home alarm monitoring. They can provide the answer through the BBB. I want Telus to stop calling me immediately!

Sincerely,

*** *******
Business Response
Date: 08/04/2025
Hello ********,
Per our case manager, the last signal ADT received from the client's home (at the time the case manager was checking) was March 20th, at 19:19. A disarm code was then entered at 19:20, so ADT didn't call the client.
ADT confirms that they are monitoring the client's residence.
Our case manager has refunded 3 months of service for the customer's inconvenience and we now consider the escalation to be resolved.

TELUS Manager
Customer Answer
Date: 09/04/2025

Complaint: 23098231

I am rejecting this response because:
It would have been nice to have been informed about their policy about calling when the alarm is triggered. White Wolf Security always called when the alarm was triggered. I'm refunded 3 months of service? I still have not received any money. Is it a direct deposit in my bank account or a cheque by postal service? I'm still waiting to be told the date my service ended in March. I want something in writing since they jerk me around on the phone about the final date I was a customer. Once I have (1) the money for the 3 months service refund and (2) confirmation in writing I'm no longer a customer with **********************, then I will close my complaint.

Sincerely,

*** *******
Business Response
Date: 13/04/2025
Hi ********,
A TELUS manager has attempted to reach the customer with no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
********************** Manager
Customer Answer
Date: 14/04/2025

Complaint: 23098231

I am rejecting this response because:
I stopped talking on the phone with Telus because they lie and jerk me around. Giving me the run around for 2 hours and 1 minute until I got fed up of being on hold and I hung up on March 21. Jerking me around on the other calls since the fall of 2024. I've wasted approximately 3 hours of my time getting lied to and jerked around by Telus. In the last response they say they refunded me 3 months of service. I still have not received a cheque. I was told in February my service would end in March since I want nothing to do with Telus. I'm still waiting for an answer on which date in March did my service officially end with Telus. This is very suspicious that Telus refuse to answer simple questions in writing. I said earlier, I stopped answering their calls because they jerk me around and lie. Now they are jerking me around and lying in writing with this complaint to the BBB. How many times do I have to repeat my questions? 1) Where is this refund for 3 months of service? 2) What date in March did my service end with Telus? Once I have the cheque for the refund and they confirm in writing I'm no longer a customer with ********************** then I will close my complaint.

Sincerely,

*** *******
Business Response
Date: 17/04/2025
Hi ********,
A TELUS manager has attempted to reach the customer with no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
********************** Manager
Customer Answer
Date: 22/04/2025

Complaint: 23098231

I am rejecting this response because:
I stopped talking on the phone with Telus because they lie and jerk me around. Giving me the run around for 2 hours and 1 minute until I got fed up of being on hold and I hung up on March 21. Jerking me around on the other calls since the fall of 2024. I've wasted approximately 3 hours of my time getting lied to and jerked around by Telus. In the last response they say they refunded me 3 months of service. I still have not received a cheque. I was told in February my service would end in March since I want nothing to do with Telus. I'm still waiting for an answer on which date in March did my service officially end with Telus. This is very suspicious that Telus refuse to answer simple questions in writing. I said earlier, I stopped answering their calls because they jerk me around and lie. Now they are jerking me around and lying in writing with this complaint to the BBB. How many times do I have to repeat my questions? 1) Where is this refund for 3 months of service? 2) What date in March did my service end with Telus? Telus insist on talking with me, they can e-mail me at ***************************. Once I have the cheque for the refund and they confirm in writing I'm no longer a customer with ********************** then I will close my complaint.

Sincerely,

*** *******
Initial Complaint
Date:20/03/2025
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.
I want to address an issue regarding my accounts with **********************. Prior to October 2023, my Telus internet account was under ***** ***** (Master Cleaners ******), account number *********., closed October 2023. After November 2023, my personal account was erroneously linked to this business account under the number **********, despite the fact that I was never the business owner. This was a mistake made by Telus. January 2024, I was contacted by ******* ****** via email, stating that there was an order to cancel the account which got stuck in the system. The cancellation request was never processed, and the business account was incorrectly transferred under my name. I attempted to address this issue several times, but I was told that because I was not the business owner, I had no authority to resolve the issue. Additionally, ******* ****** has been difficult to reach. I also had my own personal account with **********************, which began in November 2023, under account number **********. I have paid this personal account on time, but due to the errors with the business account, I ended up being charged for both accounts. This resulted in a double charge for services I did not receive under the business ********** March 2025, I was finally able to get ***** ***** (the business owner) involved to properly close the business account. However, ********************** demanded a payment of $1300.00 to close the business account which I had to pay. As a senior on a fixed income, this payment was a significant hardship for me, but I made the payment out of necessity to resolve the issue.I am requesting a refund of the $1300.00 payable to ****** ***** as I was erroneously charged for both services. I feel that Telus has not taken responsibility for their repeated errors, and I have had to spend excessive time and effort to resolve an issue that was never my fault.Furthermore, the ******************** between their business and personal accounts has caused frustration and dealing with multiple agents.
Business Response
Date: 24/03/2025
Hi ********,
A TELUS manager has attempted to reach the customer on 23rd and 24th with no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
********************** Manager
Initial Complaint
Date:18/03/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm not a current customer of ********************** nor have I been for many years. I am continuously being harrassed from Telus Support/Fibre Support about fibre network plans for my area or about offers wanting to switch to Telus Networks for my Phone + Internet. Anytime I try to argue that I'm not interested in Telus Services, I get questioned relentlessly about what issues I have with signing up for Telus Services and the only thing that can end the conversation with whomever I am on the line with, is myself threatening to call the police and report the number to authorities, to which the person promptly hangs up. There has been two numbers that have called me, but they have been the same numbers everytime. I have asked multiple times to be put on the do not call list, to which it now feels like a challenge to them to get me to sign up.
Business Response
Date: 25/03/2025
Hi ********,

A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.

Thank you,

TELUS Manager
Initial Complaint
Date:18/03/2025
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.
My mother passed away recently while being a Telus customer. As the executor I had to cancel all of her services.When cancelling Telus I was informed by the agent on the phone that I did not need to return the equipment, I double checked with the agent to ensure I understood what they said as this seemed strange, which they confirmed. This conversation lead me to believe my mother had owned the equipment and everything was in order.Everything seemed fine until I saw 112$ pulled from my account several months after the service ended. I called Telus and was informed this was due to equipment not being returned. I did not have the equipment anymore at this point as it was discarded.I called to complain about this and Telus refused to acknowledge their mistake, they only offered to reimburse 50$ of the charge which I accepted as it seemed like I had no other option at the time and already spent ages on hold by this point.I am disputing 61.95$ which is the difference between the amount refunded and the fee charged.
Business Response
Date: 24/03/2025
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:17/03/2025
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.
Series of Unacceptable Errors and Poor Service:1. Ongoing Internet Disruptions Signed a 2-year internet/TV contract in Dec '23. Faced frequent outages and had to call support weekly. Was told a $250 engineer fee would be waived IF I upgraded. Reluctantly upgraded, only to experience continued issues. After two no-shows, the engineer advised upgrading again for upcoming fiber optic installation.2. Unauthorized TV Service Changes When adding ******** an agent mistakenly removed ******* and Amazon Prime from my package (what i paid for). While this was fixed within 24 hours, my Amazon Prime remains inactive 3. Internet Upgrade Miscommunication Upgraded to fiber optic due to poor service. Was not informed of additional engineer fees, early termination charges, or the need for a new contract. I ended up paying for two internet services and a years worth of termination fees for the old plan.4. Unauthorized Home Security Addition Unable to reactivate Amazon Prime due to my account being "in limbo" during the switch to fiber optic. Paid for Prime out-of-pocket while waiting for reinstatement. An agent mistakenly added premium "prime time" TV channels and enrolled me in a 3-year home security contract without consent. Attempting to cancel the security service (which i mever asked for) increased my internet bill due to bundling.5. Excessive Billing Errors My $850 bill included termination fees for an active TV service, unauthorized home security charges, and hidden technician fees. Despite countless hours on the phone and repeated apologies, Ive received no email confirmation for service or contract changes. I feel taken advantage of due to lack of transparency, unauthorized actions, and inadequate resolution.
Business Response
Date: 20/03/2025
Hi ********,
A TELUS manager has attempted to reach the customer with no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
********************** Manager
Initial Complaint
Date:13/03/2025
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.
(ATTACHED)
Business Response
Date: 17/03/2025
Hi ********,
A TELUS manager has attempted to reach the customer with no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
********************** Manager
Customer Answer
Date: 18/03/2025

Complaint: 23063398

I am rejecting this response because: Telus has cut me off the land line. I can no longer use my HH equipment. This eliminates all telephone communication with family, friends, doctors and services. I have an Easyphone for emergency calls but am not able to understand any voices. Texting is limited to a small screen and my clumsy fingers can't handle the tiny key board. There is a HH phone on the market with a captioning option, but it won't work with non-english voices and not well with accents. I also don't know if it will work without a landline.
My only contact with Telus, since the employee knocked on my door on February 14th and told me I won't lose my phone, was a standard e-mail. It said: we have updated our TELUS Rewards Terms and Conditions. As a valued TELUS Rewards member, we want you to know that we have made updates to our program Terms and Conditions. These changes will take effect on May 1, 2025. I wonder how much customers who are not valued are paying every month.
I realize that my situation is not common, but there are many seniors out there who are in a similar situation, not because of disabilities but for financial reasons. There has to be someone out there who can help people who are not able to use modern technology to find a solution that enables them to call family and medical services.

Sincerely,

***** ********
Business Response
Date: 25/03/2025
Hi ********,

A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.

Thank you,

TELUS Manager
Customer Answer
Date: 26/03/2025

Complaint: 23063398

I am rejecting this response because:

Sincerely,

***** ********
Customer Answer
Date: 29/03/2025
I'm having problems typing because the weather causes my fingers to get stiff and sent the first response without an answer. Since then I received an e-mail from Telus advising me to make an appointment for PureFibre installation for Home Phone. There is no mention of my disability issues, just a standard mail out to leave a message on Voice Mail *********** (extension ********) and reference "escalation #*******. Apparently my only option is PureFibre. I'm expected to agree to pay for something that will be of no use to me if my hard of hearing equipment does not work with it. What are my options?
Business Response
Date: 03/04/2025
Hi ********,
A TELUS manager has attempted to reach the customer with no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
********************** Manager
Customer Answer
Date: 03/04/2025

Complaint: 23063398

I am rejecting this response because: Telus has only one standard reply, that they have not heard from me, even though I can't reply to their e-mails. How can I contact them if I've been cut off the landline and can't use my Hard-of Hearing equipment? The technicians are friendly when my daughter-in-law talks to them. To have all my telephone contact go through my family is unreasonable. How can I chat with my friends ... how do I know when a doctor is trying to reach me for an appointment ... how can I stay in touch with family and friends in ******, who can't speak English? Telus is not willing to find a solution for people who can't afford internet or have disabilities before they disconnect their services. I have tried new Hard-of hearing equipment. It is tied to cell phone or internet use, that I'm no longer able to do because of the Dupuytrens' Contracture in both hand.
My Telus fees have gone up about 500% without explanation or cheaper options other than set deals that are no use to me and change without notice.

Sincerely,

***** ********
Business Response
Date: 10/04/2025
Hi ********,
A TELUS manager has attempted to reach the customer with no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
TELUS Manager
Customer Answer
Date: 27/06/2025

Complaint: 23063398

I am rejecting this response because:
(ATTACHED)

Sincerely,

***** ********
Business Response
Date: 30/06/2025
Hi ********,
A TELUS manager has attempted to reach the customer with no success. We have closed this complaint as we were unable to reach the customer.
Thank you,
********************** Manager
Initial Complaint
Date:10/03/2025
Type:Sales and Advertising 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 has been phoning me with marketing and sales offers, and I have repeatedly asked to be taken off all email, phone, and mailing lists. Their phone calls are intrusive, and I have warned them before that if I received more phone calls, I would contact the Better Business Bureau with a complaint. Their most recent call was today, 10 March, at 11:08am, but they have called as early as 6:50am. I have a right to privacy, and these phone calls have become harassment.
Customer Answer
Date: 10/03/2025
I would be happy to provide clarification, but I can't see a direction from you about what needs clarifying. I don't have any attachments to provide, as I complained about frequent phone calls. Could you please include more details about what you need?
Thanks.
Customer Answer
Date: 10/03/2025
Sorry, I wasn't able to see your initial clarification request, but I see it now. Sometimes the phone callers identify themselves as Telus Mobility, but sometimes they just say that they're calling from Telus.
Business Response
Date: 17/03/2025
Hi ********,

A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.

Thank you,

TELUS Manager
Customer Answer
Date: 17/03/2025

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,

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

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