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Business Profile

Telephones

Telus

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telephones.

Complaints

This profile includes complaints for Telus's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Telus has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Please enter a valid location.
    • Telus

      100 510 W Georgia St Vancouver, BC V6B 0M3

    • Telus

      10020 100 St Edmonton, AB T5J 0N5

    • Telus

      2W-3030 2 Ave SE Calgary, AB T2A 5N7

    • Telus

      2315 36 St N Lethbridge, AB T1H 5L1

    • Telus

      331/335-13 St N Lethbridge, AB T1H 2S1

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:15/08/2022

      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.
      Services as TELUS mentions on their website / Mission or Vission does not reflect their products.

      I’ve been reaching out since January in regards to paid products that do not work properly. I pay over $300 a month for products that only work 50%. Company does not try to resolve the issue. No compensation. I have been told that in my contract it says that if a TELUS product isn’t working, it is not TELUS fault and therefore the consumer complaint cannot be filed. That is a bit ludacris. Upon moving to Alberta in January their services have been TERRIBLE. The only product that works in my house from TELUS is my garage door opener.

      Business Response

      Date: 29/08/2022

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

      Date:12/08/2022

      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.
      I have been trying to contact someone at Telus to close an open account that was paid off, directly to them and not the collector.

      Last time I called Telus and the collector I was called every name in the book by the collector and from Telus I couldnt even recieve a documentation stating it was paid. I never recieved an offical letter from them, as I was told so, after paying the overdue balance.
      Noone will close the account nor will the collection place give me any info.
      Also, Telus has reported paid to one ****** ****** and not to the other.
      Trying to buy a house an this issue keeps holding me from obtaining a house. I would like it resolved.

      Business Response

      Date: 18/08/2022

      "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: 22/08/2022

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********* and the gentleman I had the pleasure of dealing with solved my issued faster then I could have ever imagined.  I am sorry I had to go to the BBB but noone would escalate my issue.  Again, I appreciate the help and understanding.  Also, the fact that the issue is 100000% resolved!



      Sincerely,



      ******* ******
    • Initial Complaint

      Date:11/08/2022

      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.
      -No contract or documentation provided when renewing my contract.
      -No invoices, bills or notifications provided with no access to the Telus portal.
      -Wireless, Home Services, Security all included in my service bundle.
      -Disconnection of services without notice, or any indication. ******* business practice.
      -ID *****. Multiple accounts opened using my ID at different addresses.
      -Received a massive balance owing over text message, facilitating contact with the ****.
      -Received massive balance owing texts for my home services as well. All at the same time.
      -**** was not helpful, citing this is beyond the scope of their mandate? Contracts, Invoicing, billing, service delivery? Really?
      -**** mandate that billing, collections and disconnections cease during investigation which did not happen.
      -Offers by verified Telus agents agreed to are not being honored for my accounts.

      Business Response

      Date: 16/08/2022

      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: 17/08/2022



      Complaint: ********



      I am rejecting this response because:

      **** *** ******* * **** by stating that a manager contacted me to resolve the issue but instead they passed me along to an old **** case manager from Telus that did not resolve my previous complaint. 

      I spoke to a lawyer who told me to file a new complaint separately for each case (mobility and home services) so the **** wouldn't get confused or overwhelmed on the matter. I also wrote to **** *** ****** (Our local MP)and to go public at public news stations and did receive a response as others are facing similar circumstances. They asked me to follow standard protocols and forward details to them accordingly. 

      Today, I received some emails from Telus for the first time, stating I owe $3000 on my home services bill and my monthly charge is $400 for Internet, TV and Home Phone. My previous bills were $152 per month which were paid until the **** had a file open and all billing, collections and disconnections were to cease and desist. I continue to get billed and the new **** case has not initiated and certainly not resolved.

      I still haven't addressed the mobility issues as these are all similar in nature with respect to billing, invoices, contract (non given), as I was told to keep things separate. **** should award me $5000 for disconnecting my dead mother's cell phone while she was in the hospital, cutting her off from the world during Covid-19, which added to everyone's anxiety and stress. They also disconnected our services more than 8 times. No bills, no invoices, no notification or warnings. The lawyer mentioned that we could file for $5000 for each case. 

      Only Telus Home Services replied to you. I would like everything in writing please so I can forward it to the relevant 3rd parties who have my permission.

      Thank you,

      ***** ****

       



      Sincerely,



      ***** ****

      Business Response

      Date: 18/08/2022

      Dear BBB Administrator,

      Thank you for bringing Mr. **** concern to our attention.

      Our records indicate that Mr. **** has already filed a **** complaint  in regards to this matter and as such the resolution will remain as per the ****.

      Thank you for the opportunity to address Mr. ****s  concerns. No further communication will be provided via the BBB regarding this matter.

      Sincerely,

       

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


      Customer Answer

      Date: 18/08/2022



      Complaint: ********



      I am rejecting this response because:

      **** has not yet confirmed investigation in this matter. Telus Security is not within the scope of ****. 

      I spoke to my lawyer at length yesterday who had time to go
      over the file in detail. FYI we have 3 accounts all with the same problem with
      Telus.

      This whole matter would
      have been resolved months ago if the service provider simply provided a
      new contract, provided invoices by email or through the portal, removed
      the surprise excess bills and honored the new billing offered by Telus
      agents.
      Bills were always paid
      automatically on time prior to this issue and everything was up to date
      until the excessive billing was received by text message.
      This applies to our 3
      cell phones, security and home services with Telus
      I never received a
      contract nor any invoices or bills to date.
      Telus Security is a
      serious concern never addressed by Telus. It never worked correctly and
      this poses a significant risk to our household.

      My lawyer mentioned that
      this could be a ***** ****** ******** case as well as this might be
      racially motivated.
      He also mentioned that
      $5000 **** award should be for each account as it put our security at risk
      through ******* disconnections.
      I was told to allow the
      ****, BBB and ******** ******* to review this file before filing a claim
      in court. This is of  public interest so we did contact Hon. *** ****** to have an overview of what transpires.
      I will be interviewed by
      a couple of news outlets who are interested in this story as it affects
      the public trust.


      Telus ************
      claimed that this complaint had been addressed when this is the opposite
      of the truth.


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

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

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

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

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

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





      Sincerely,



      ***** ****

      Business Response

      Date: 19/08/2022

      Hello,

       

      This case is an open **** file and **** is taking over going forward. BBB will be standing down while **** has file at hand.

      Thank you

      Customer Answer

      Date: 04/10/2022

      Account numbers: ******** * ******** * ********** * ****** - All Telus accounts Facts: 1. I've been with Telus for decades without too many issues, except in the last few years. 2. I constantly receive phone calls and texts from "Telus" with offers to upgrade my service. 3. I upgraded a few times over the past few years comfortable in the fact that the "Telus" representative had all of my personal and private information on hand giving me confidence to move forward with my upgrade. 4. Each time, I was never provided a contract or invoices or access to the Telus portal to review such documents. 5. I paid via autopayments via bank every month based on the amount agreed to, plus another 10% to cover extra costs in case. 6. After a period of time (varies), I my services would be disconnected without warning or notice. I would call in and be pressured into paying amounts to restore my services with any invoices or bills provided. 7. I would contact the **** who would pressure Telus to resolve the issue with me prior to "investigation". 8. Telus would make an offer to me which I accepted and notify **** that the issue had been resolved. However, most of the items on the offer would never be in compliance such as providing a contract, invoices, access to the Telus portal. 9. This cycle has repeated itself a few times. The **** is not helpful as they say it's beyond the scope of their mandate, now. 10. For my Mobility accounts (3), I have excessive bills that were texted to me in amounts of $1200, $700, $3000. My bills were paid up to date until this. 11. During **** involvement, all billing was to cease and desist and disconnection was not to occur. Both occurred with one account being disconnected several times, illegally. 12. All I asked for was to reset my billing to zero on the accounts, send me a new contract and upon confirmed receipt commence billing on the agreed to terms. This included access to the Telus portal. 13. My privacy was also breached by Telus.

      Business Response

      Date: 10/10/2022

      Dear BBB Administrator,

      Thank you for bringing Mr. ****'s concern to our attention.

      Our records indicate that Mr. **** has already filed a **** complaint in regards to this matter and as such the resolution will remain as per the ****.

      Thank you for the opportunity to address Mr. ****'s concerns. No further communication will be provided via the BBB regarding this matter.

      Sincerely,

      Raheel B****** (he/him/his)
      EMT | Client Experience Advocate

    • Initial Complaint

      Date:11/08/2022

      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.
      I signed a 1 page document at a Telus store agreeing to sign up for their services and receive a credit of $350. I got my services installed less than a week ago and my credit is down to $137 because they're charging me fees that I never agreed to, including a whole month of services in advance. They state that this item is mentioned on a 22-page document that I received by email, but I absolutely never signed it. I signed a simple page with a breakdown of the services and discounts. When is asked about the document that I SIGNED and not the document that they sent me after the deal by email, they say they don't have it on file. Feeling ******* by this company.

      Customer Answer

      Date: 23/08/2022

      Hello. It's Telus internet, however the issue had been resolved. 

      Thank you for your help. 

    • Initial Complaint

      Date:09/08/2022

      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.
      We attempted to move our telus internet pure fibre service to a new office location. They didn’t offer the same service at the new location so we agreed to downgrade to the highest available internet which was bronze 600. They are now saying I’m canceling and attempting to bill us a $2400 contract cancellation fee. I’ve attempted seven times with their customer support lines to which they all reply saying there is nothing they can do about the cancellation fee. Considering I’m downgrading services but staying with their service I believe a cancellation fee is unjust. I need support on how to dispute this cancelation fee.

      Business Response

      Date: 16/08/2022

      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: 18/08/2022



      Complaint: ********
       

      I am rejecting this response because: I have still not been contacted about this.



      Sincerely,


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

      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: 18/08/2023


      Complaint: ********

      I am rejecting this response because: Telus has begun getting collections agencies to contact us for an amount of $700 an entire year after the account was supposedly closed. When contacting telus i have been unable to get a response from them on what this amount is for. We have moved from telus internet to **** over a year ago when telus was unable to provide internet services matching the contract described 1gb speeds at our new location. Telus tried to tell us we owed them $2000 for "canceling their services"(even though they were the ones who couldn't provide the service) so we opened the complaint. This was then resolved(i thought) when i received a call from a lady representing Telus stating the account is now closed and there is no outstanding balance. Now they have sent this amount of $700 to collections, which has never been specified to us. We use their services for the company cell phones but that is paid to date and in good standing. We now have a derogatory **** on our Credit Report because of this which is very damaging to our companies financial opportunities. We would like Telus to explain why they are charging us for a closed account, and a retraction on the collections reports. 

      Sincerely,

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

      Business Response

      Date: 28/08/2023

      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:09/08/2022

      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.
      My acct on vacation since Aug 2021, it's due Aug 27th 2022, in the last few months my Telus home services bill was a regular not a vacation bill ,. I have not hooked it up , I have told them that repeatedly, I lived in my car for a year. Just got into a place Aug 12022 , they will not listen to me and they keep hounding me with texts , emails wanting payment, or disconnected, which I would like to know who has used my name for an acct , I have been tested like a nobody , ! 3 people did nothing , managers don't call back , so I not paying for home services that I am not using or hooked up to

      Business Response

      Date: 16/08/2022

      Hi *****,


      A TELUS manager has attempted to reach the customer on Aug 2, Aug 4 and Aug 10 with no success. We have closed this complaint as we were unable to reach the customer.


      Thank you,


      TELUS Manager

      Customer Answer

      Date: 17/08/2022



      Complaint: ********



      I am rejecting this response becauno
      < no manager called me from telus on those dates .if they did this would be settled .
      Sincerely,



      ******* ****

      Business Response

      Date: 21/08/2022

      “Hi *****,
      A TELUS manager has attempted to reach the customer on August 18,19 and 21 with no success. We have closed this complaint as we were unable to reach the customer.
      Thank you,
      TELUS Manager”

      Customer Answer

      Date: 22/08/2022



      Complaint: ********



      I am rejecting this response because: this has not yet been resolved,  and  late at night  is not good time as I am sleeping . I refuse to pay for having homeservices  as this is clearly ***** and I expect a investigation.  ** **** *** ***** ******  ***** * *** ***** **** ****** *** **** ** ** *****  I would like the address that home services  ia hooked up to,  and the box number from all services . I got a notice that my data is over its limit well I have unlimited data so whoever opened a acct I my name has not have unlimited data.  



      Sincerely,



      ******* ****

      Business Response

      Date: 25/08/2022

      A TELUS manager has attempted to reach the customer on Aug 18th, 19th and 21st with no success. We have closed this complaint as we were unable to reach the
      customer.

      Customer Answer

      Date: 26/08/2022



      Complaint: ********



      I am rejecting this response because: the times that telus has tried to reach me is ridiculous as 1130pm is unacceptable as I am sleeping , and in am I am at work , they have never tried in between like dinner time or 3 or 4 pm always at night. 

      I am waiting for the address that is hooked up in my name and the ID on the modem as my modem has been in storage for a year . If this is not complete on tursday I will hav rto go to head office and make a formal complaint on the staff you is being unprofessional and trying to close this complaint without the proof I need.  That just Keansburg that they are in the wrong and want money from me that is not right . I refuse to pay 700.00 for my modem to be on my storage . * ******* ******* **** *** ***** ** ***** ** ** ** **** **** ** **** *** *** ** **********  ** **** ***** ************  ***** *********** *** ***** ********** ** *** **** *** ******** . I have proof thsy this has happened to other people and has wrecked thier credit score cause of not believing a customer just want money . Sorry but I don't work that way , I don't pay for something I can't use when I live in my car . 



      Sincerely,



      ******* ****

      Business Response

      Date: 05/09/2022

      Hi ******


      A TELUS manager has attempted to reach the customer on Aug 29, 30, and 31 with no success. We have closed this complaint as we were unable to reach the customer.
      Thank you,

      TELUS Manager

      Customer Answer

      Date: 06/09/2022



      Complaint: ********



      I am rejecting this response because:330 am is not acceptable, and during work hours is not acceptable. I have told Telus that I do not have my modem or tvhookrd up at all . 

      Telus needs to investigate as it's identity theft as my name and info is bring used. If Telus would stop harrassing me with texts and sold that I can't reply to and look at the big picture they would see it's fraud . I not paying for my boxes in storage , also if they would do thier job instead of getting money from people that have no device things would be good.



      Sincerely,



      ******* ****

      Business Response

      Date: 12/09/2022

      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: 12/09/2022



      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. I thank the man who did his job and looked into my account and resolved what I had complained about . I thank him he's in Eacalation department.  Thanks to BBB for helping me out with this situation. 



      Sincerely,



      ******* ****
    • Initial Complaint

      Date:09/08/2022

      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 came to my house today August 8, and at 9:10 AM technician Sean, while connecting service for the Internet he knocked over my TV and smashed my smart TV.
      He said not to worry about it within 15 minutes I would get a call from Telus and have this rectified I asked him for a reference number or something of that nature and he said not to worry that he would definitely take care of it with the company. Five hours later nobody contacted me I decided to call Telus and they said that they are not responsible.
      Your technician did work in my home knocked my TV over smashing it by accident and now they won’t take responsibility.
      I do have pictures and video emails and text to confirm everything.

      Customer Answer

      Date: 09/08/2022

      I just want to let you know that Telus showed up at my house today with the new TV, thank you very much.
      Regards
      *****
    • Initial Complaint

      Date:04/08/2022

      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.
      Contacted Telus 5+ times within the last 6 months, spending hours and hours on the phone having to repeat myself over and over to multiple "specialists". First multiple calls were about our security camera wouldn't connect on a good day, poor internet, and secondary TV box freezing issues (I believe it's an internet connection issue). After resetting the modem, and "reconfiguring" the system over and over to end up just being a waste of my time is beyond frustrating. Bills went up drastically, called in, and came to an agreement, for nothing to happen as it happened again for the next 2 months. Called in again and spoke to loyalty to get offered a "better deal" which we agreed to even though I'm quite fed up at this point. Loyalty also booked a tech to finally fix our issues and tech never shows up and never heard back so another complete waste of my time. This month, the bill goes up AGAIN and is the most confusing invoice I've ever seen in my life to read. ****** **** ******* ** ********** *********** ** ****** ******** ********* ** ** **** ******* ** *** ********** **** **** ******* ******* ***** To continue this grotesque experience I call, and ask for the escalations department, on hold with an agent while he is on hold for the escalations dept., after another 10 minutes he asks if I want a call back as he will wait on hold for me. Did I get a phone call for any updates? NOPE. What a waste of my time again and again and again. Currently overcharged bill, technical issues throughout my house not resolved. What a joke, not sure why I haven't booted them as a provider to be honest, not worth the stress they cause.

      Business Response

      Date: 12/08/2022

      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

      Customer Answer

      Date: 15/08/2022

       

      Complaint: ********
       

      I am rejecting this response because:

      Zero contact has happened; I unfortunately missed a call when trying to cook supper, I emailed her instantly to say to call back please but no response and that was last Thursday. How in the right mind would you try to say its resolved when I haven't even spoke to anyone? I can tell there is no hurry in resolving any issues and just once again wasting my time. Also tried contacting my wife and said they had no contact info for me even though I am the one that made the complaint.....Me....not her and BBB would have provided them ALL the info to contact me. Still overcharged on our bill and still have ALL the issues from original complaint including the poor excuse of resolution.


      .

      Sincerely,


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

      Business Response

      Date: 23/08/2022

      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:04/08/2022

      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.
      I am moving to new apartment this Sunday (7 August) and have been in touch with Telus customer service since last Saturday. It's a simple operation where they will move my internet services to the new apartment but because they are not able to find my new address in their system I'm blocked. That building has already tenants using Telus and it's not a new building so unless they solve my problem quickly I will be blocked since I'm working from home and I need internet. They are not able to solve this problem for a week nor provide me a path forward. First agent built a case file to the wrong place and only yesterday the agent created the right file hopefully this time.

      Business Response

      Date: 12/08/2022

      ** ******


      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,


      TELUS Manager

      Customer Answer

      Date: 12/08/2022

       

      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.




      Sincerely,



      ***** *******
    • Initial Complaint

      Date:04/08/2022

      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.
      We canceled our service 2 months ago and payed all money's owed 1 month later a $600 withdrawal was made by telus from my bank we tried to get a hold of someone but constantly get the run around they admitted to making a mistake but refuse to return the money and changed my password for my app. Don't know what to do next

      Business Response

      Date: 08/08/2022

      Hi *****,

       


      A TELUS manager has attempted to reach the customer on August 5th, August 7th and August 8th, with no success. We have closed this complaint as we were unable to reach the customer.
      Thank you,
      TELUS Manager

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