Business Profile

Telephones

Telus

Headquarters

This business is NOT BBB Accredited.

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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:29/08/2022
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.
Subsequent to cancelling my account as of April 30, 2022, I have yet to receive my refund. Previous phone conversations stated it would be refunded by now
Business Response
Date: 06/09/2022
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:24/08/2022
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.
Afternoon

Yesterday (Aug 23rd) I was terminated from my position **** ********* ******** ***. Today (Aug 24th) my wife tried calling me and was answered by an employee at ********* ******** Inc.

I emailed ********* ******** Inc, they said they contacted their Telus Rep who went ahead and made the change with no security questions or challenges. Telus would not even change it back for me. I had to call the Telus Dealership and only after ********* ******** Inc emailed them to say they made a mistake.

I cannot talk about my account without answering a bunch of security questions, but anyone can send an email and have their phone forwarded, shut down etc etc.

**** *** *** ****
Business Response
Date: 29/08/2022
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: 07/09/2022

Complaint: ********

I am rejecting this response because:
While what Telus are going to do is good, whether they do anything is a different story.
I also thought there would be some form of compensation.

Sincerely,

**** *****
Business Response
Date: 08/09/2022
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:23/08/2022
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 had ordered telus ***** and telus internet 75 I had talked to telus and they informed me the technician had the keys to my phone room in my building and didn't need to worry about it the technician called me on Sunday to come install the internet and claimed he didn't have a key at all when telus told me the technician always has the key even my landlord told me telus has a key for the phone room and because they didn't have the key I'm stuck with internet 25 just very disappointed with telus and honestly thinking about switching to **** if this behaviour keeps up I'm tired of playing phone tag over a key just to get my tv and internet installed do your job telus why is it my responsibility to figure out the key situation it's your technicians responsibility not mine to know what there doing now I don't have my optik tv thanks telus also the technician didn't even know how to plug the internet back in so we had no internet for a day and a half and had to use up our data for the technician to come to my place to set it up just bad service over all honestly thinking of switching my services to **** after this
Business Response
Date: 30/08/2022
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: 06/09/2022
Everytime I want to update my Internet to 75 there is always a issue with the provision or with something else and it's really starting to irritate me *** **** ** *** because on the website I can order it but as soon as a technician comes out they find no way of me getting internet and it creates a huge mess for me and I am just very frustrated honestly just don't see the point of being with telus anymore if they aren't going to fix these issues ahead of time and just create big messes for themselves so I'm stuck with internet 25 can't go any higher for the time being because of their awful service and my internet cuts in and out constantly its just very frustrating and annoying that I have to cancel my appointments and stuff because telus doesn't have their **** together I would go with **** but it's way more it's the only reason I stay with telus but I just wish they would fix it so someone could get internet 75 in their building it's very frustrating and annoying this happens every single time and it is September 6 2022 here very disappointed in telus and their service do better telus **** ******** ****** *** **** ****** ****** ******** **** *******
Business Response
Date: 08/09/2022
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:22/08/2022
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.
Simply tired of Telus dropping Internet ( cell, TV and laptop ) signal on a regular basis. cannot talk to a human......This has been going on for over a month. Tried to call them and spoke to a robot. They lie. i know at least 20 people who have called with the same situation and they say 'no one else has complained". ***** ** * ****** **** *** *** **** ** *** ***
Business Response
Date: 22/08/2022
A TELUS manager has been in contact with the customer to
discuss their complaint and their concerns have been addressed.
Initial Complaint
Date:19/08/2022
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.
Last year Telus offered a smart door bell. I agreed to the terms and got it. It did not work with my existing door chimes so gave it to a friend to use. Not knowing I paid almost $15/month for the service. Turns out my friend never installed and I paid for nothing! I just sold my house and was informed I was paying for this service. I called them to cancel the service they want me to pay over $300 to cancel for the service as it’s over 36 months! I refused. The Telus reference number is ******. I’m scared they’re gonna be tacking this on my bill for a service I did not or will no ever use
Business Response
Date: 19/08/2022
"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: 19/08/2022

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. Telus complaints department got a hold of me and were very willing to work out a satisfactory cancellation. Thank you so much BBB in obtaining a quick resolution

Sincerely,

****** ******
Initial Complaint
Date:18/08/2022
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.
Subject; Telus attempted ********** invoicing and false reporting to credit ratings bureau
Telus a/c * ****** *** ** On 10th October 2021 we contacted Telus by telephone to instruct them to cancel their services as we were dissatisfied and would be switching to an alternate provider. We were advised that the conversation would be recorded 'for quality purposes.' Their invoices state that a telephone call will be sufficient to cancel service. He threatened to enter a note on our credit rating if we did not answer a list of irrelevant questions. We confirmed that the service was to be cancelled forthwith and we would expect an adjusted invoice or credit. Note. We had insisted on paper invoices that were paid up to date.

The service was disconnected the following day [11th] and control boxes were returned by mail as defined by them on the 16th.

They have continued to send invoices monthly for service that they are well aware does not exist. On three occasions notes have been sent to the invoicing dept, but they appear to have been ignored. Latest invoice is for $915.59 dated June 28 2022.

We are now receiving calls from a collection agency.
Business Response
Date: 25/08/2022
A TELUS manager has been in contact with the customer to
discuss their complaint and their concerns have been addressed.
Customer Answer
Date: 26/08/2022

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 subject to written confirmation from Telus to BBB that the complaint to the credit bureau has been fully erased.

Sincerely,

****** *****
Initial Complaint
Date:18/08/2022
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 have paid off a closed account with Telus April 28th and they are still reporting an opened account with missing payments(closed sept 2021). They never called in the first place to tell me of the bill until a creditor called. I paid it and still it’s being reported as missed payments but $0 balance. It’s effecting my credit massively. I have to renew my mortgage that the bank is currently saying as it sits with Telus reporting what they are I will not be approved to renew. They are about to ruin my life and leave my family out of a house. :(
Business Response
Date: 25/08/2022
Hi ******

A TELUS manager has attempted to reach the customer multiple times at the contact number provided with no success. We have closed this complaint as we were unable to reach the customer.

Thank you,

TELUS Manager”
Initial Complaint
Date:17/08/2022
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 my subscription to Telus home internet effective on April 22nd, 2022. After which they continued to bill me for the next month's internet. I called them to rectify and they assured me that this was standard protocol and that my account would reflect that I was owed a refund for the additional month, approximately ~$80, which would be sent to me in the form of a cheque in the mail on the next billing cycle. After waiting over a month, I called Telus to inquire as to where the cheque was and was assured that it had been sent. They blamed it on the postal service, on the billing cycle, etc.....

I waited longer and still received nothing. I called 2-3 more times, each time being assured that the "cheque is in the mail". On the last call to Telus, they even said that they would call me back on the 15th of the month (August) to ensure that I had received the cheques because "there was no way it would not have arrived by then". Today is the 17th of August and not only have I not received my refund, I did not receive a call.
Business Response
Date: 19/08/2022
"Hi *****,
A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed.
Thank you,
TELUS Manager”
Initial Complaint
Date:16/08/2022
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.
Telus has requested me to send my credit card details to them via email for a payment. They have requested this via phone and email so i have proof of the request. I asked them to provide a secure method of credit card payment and they told me verbatim that it wasn’t worth the effort to try and provide a new, secure payment method. I am requesting help getting Telus to provide a secure credit card payment method.
Business Response
Date: 18/08/2022
“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”

Customer Answer
Date: 19/08/2022

Complaint: ********

I am rejecting this response because:

the issue has not been resolved. They called during my work day instead of attempting to arrange a phone call, and did not leave a message or opportunity to contact them back. I would like all correspondence in writing, so they need to email ************************ with a resolution.

Sincerely,

***** ******
Business Response
Date: 25/08/2022
Telus manager will attempt to reach out to customer again.
Initial Complaint
Date:15/08/2022
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 was signed up for a monthly subscription without my consent to something called mobiversity. The bill appears on my Telus bill as an added charge making it hard to identify. * ******* ** *** **** ***** ***** ***** *** ***** ******* *** **** ****
Business Response
Date: 02/09/2022
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.