Complaints

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

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• 

  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

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:02/08/2022

  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.

  On May 17, I set up my Telus service to be transferred to my new address at which time the Lady on the phone was working out of a call centre in the Philippines got dates wrong as well as the address. The dates I was able to fix on my own but when the technician arrived to install the Internet he told me he could not install the Internet that day because the individual on the phone had put in the wrong address, and Telus service was available for this unit but they would have to drill a hole in the wall and wire up to provide Internet. This time as the unit was already wired for sure I told him that I would not be using their services. I received an email recently saying that I owed $850 to Telus as they have continued to charge me for a service that was never transferred or installed. After spending an hour on the phone with two different individuals that in my opinion were by dishonest saying that my shows that I have used data when the modem has never been plugged in as the unit was never wired for service. I was informed that there was no record of me cancelling or transferring my service and they asked me if there was another modem plugged in somewhere else. After the file was escalated to a manager the manager told me that she would only be able to credit me $260 roughly and that my new bill the $600. I personally do not feel satisfied with this resolution as I am not the one who took the wrong address and did not complete insulation on the day that it was needed and therefore I do not believe that it is my responsibility to be paying for an Internet service that I informed tell us that I no longer wanted and did not use any of the data. I am seeking a retroactive credit on my Telus account from May 15th.

  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,
  TELUS Manager

  Customer Answer

  Date: 15/08/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Nobody from Telus has yet contacted me.

  
  
  
  
  Sincerely,
  
  
  
  ***** **********

  Business Response

  Date: 23/08/2022

  Hi ****** 
  
  A TELUS manager has been in contact with the customer. She has a different
  version of events than what is on file but is unwilling to discuss it. Resolving
  as customer is not willing to discuss.

  
  Thank you,
  TELUS Manager

  Customer Answer

  Date: 23/08/2022

  
  
  Complaint: ********
   
  
  I am rejecting this response because: telus is claiming that my account was never moved from **** ********* **. when indeed it was transferred to **** ** **** **** I recorded my conversation with Telus when I initially talk to them with proof that it was transferred to this address. It is my position that tell us is attempting to make claims that are unfounded in order to frustrate me.

   

  A Telus technician was sent out to my property and I have proof that Telus in fact transferred and serviced at **** ** **** ***., of which I will not disclose in here.

  
  
  
  
  Sincerely,
  
  
  ***** **********

  Business Response

  Date: 02/09/2022

  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: 07/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Tell us has claimed that they never transferred my service over from **** ********* **. to **** ** **** **** and that I still had active service service at **** ********* **. which is not true I had five months at ****. They also claimed that they installed service at my new address of ** ** **** *** which would've required them to drill a hole into my unit of which I brought to their attention. The complete dishonesty and deception to me is unacceptable and I would like to reiterate that I have recorded the phone conversations that I have with them showing that they've lied to me.
  
  
  
  Sincerely,
  
  
  
  ***** **********

  Business Response

  Date: 16/09/2022

  Hi ******  A TELUS manager has attempted to reach the customer on September 12th (4:47pm), 14th (4:55pm), and 16th (10:11am) with no success. We have closed this complaint as we were unable to reach the customer and on previous interactions customer was unwilling to work with us to resolve their concern.
  Thank you,
  TELUS Manager

  Customer Answer

  Date: 16/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Im in school during the day, and no messages in my inbox has been left by a telus rep to call them back
  
  
  
  Sincerely,
  
  
  
  ***** **********

  Business Response

  Date: 26/09/2022

  Hello ******

  Over the course of this complaint we have attempted to call ***** more than 11 times over the phone without success at number ********** and we have also tried corresponding with her via email. The one time we reached her over the phone she advised she no longer wished to speak to the manager and disconnected the call because she was not willing to discuss the events. At this time we will be closing the escalation due to not being able to reach the customer.

   

  Thank you,

  Jessica

  Customer Answer

  Date: 26/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  I have never been left a message with a number to call back and the one time i was on the phone with them, they lied to me about my service, I now see that it was was with intent to make it seem like i was unwilling to work with them. This in fact isn't the case at all, and request that they leave me a message with a contact name and number to deal with with matter.
  
  
  
  Sincerely,
  
  
  
  ***** **********

  Business Response

  Date: 29/09/2022

  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: 03/10/2022

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

  I have a balance of 0. and the matter is over if this remains the case.

  
  
  
  Sincerely,
  
  
  ***** **********

• Initial Complaint

  Date:27/07/2022

  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.

  Billed for a house I haven't lived in in ten years, as well as my current house. Informed them about it (their call number ******), has not fixed by next billing. Now they won't answer calls, we can't get a hold of them at all. Have been trying for days, both by voice and their online chat call back thing. I did get one several days ago, since they won't talk billing out of business hours, but after waiting for their callback thing, I had three customers in front of me and whomever was calling had HORRIBLE phone service and I couldn't hear her. I got frustrated and hung up. Now, receiving emails about them charging interest but of course cannot reply. Now they're threatening disconnecting, but still can't get a human on the phone to deal with it. Horrible customer service. They're obviously going to stretch it out till they disconnect me, and then I won't be willing to co-operate at all anymore. They can try to sue me if they like. This is a copy & paste of the most current email from them, today, and of course I cannot get a human to talk to me: Hi ***,
  We’re reaching out about your latest TELUS Home Services bill. We haven’t received payment yet, but we understand life can get in the way sometimes. Please pay your past due balance of $398.29 now to avoid becoming overdue and incurring additional fees. We’re here to help if you need us.
  Log in to My TELUS
  To avoid late payments in the future, set up pre-authorized payment today so you can set it and forget it.
  Sincerely,
  The TELUS team

  Business Response

  Date: 06/08/2022

  Hi *****,
  A TELUS manager will be in contact with the customer to discuss their complaint and will be working with the customer at an attempt to resolve all their concerns until resolved.
  Thank you,
  TELUS Manager

  Customer Answer

  Date: 29/08/2022

  I am officially done Telus.  Disconnect immediately, or wait for the **** notification if you wish.  They are sending a tech to install tomorrow.  Make an appointment with myself or my wife if you want your hardware back, and we'll pass it to you.  For the farcical bill owing, you've got a hope in hell of my co-operation any further.  Take it to court.
  
  *** *****

  Business Response

  Date: 06/09/2022

  Hi *****,
  A TELUS manager has been attempting to get 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 Manage

  Customer Answer

  Date: 24/11/2022

  In my email today I found a three day warning of collection from Telus.  I tried, yet again, to contact them and still cannot.  If I reply, it simply bounces back.  Now the online chat also rejects me, I'm "not eligible for support".  I still have NEVER been given an email address to anyone at Telus billing to try to iron this out.
  
  If I call, I get "please call in business hours".  AGAIN, I cannot call until after 6:00pm MST.  I will NOT (and can not) take time off work to deal with Telus' *****
  
  *****, They lied to YOU in saying (below) that they are contacting me.  They never have, since well before I even started conversing with you.
  
  *****, PLEASE get this letter to them, SOMEthing needs to happen.  I see they ***** ** so much that they put contacts for their screwups on their site now, including the **** and ****.  Do I really need to go that far?  I'm not spending the time trying to find THEIR email addresses to forward this to them right now.  I will, of course, if nothing still happens.  And yes, I'll let it all go to collection just so that maybe I'll get SOMEone calling me about it someday, and then I can say sure, let's go to court.
  
  Telus:  Please, since you still refuse to talk to me by voice, please send me an email address to SOMEone in billing, so we can iron this out.  Or if you want 90's tech I could fax it to you, if you provide a number.  Why Telus makes it so impossible for customers to contact them ** ****** ********.  Here's a copy and paste of my requests from below:  Telus:  Again, I'll spell it out for you.  You billed me for a house in Calgary that we haven't lived in in almost ten years.  We have not lived in Calgary in almost ten years.  Please remove those charges, and all interest related to it since my refusal to pay.  Send me an updated bill.  It's that simple.  Why you've had to drag it out to almost six months is beyond me...  You have my email.  You have my cell phone number ***************
  
  And again, their hardware is sitting here in a box ready for pickup.  If they want me to deal with the return by mail notification, then deal with the billing errors first.  Or book an appointment with me for pickup.
  
  *** *****

  Business Response

  Date: 30/11/2022

  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: 10/02/2023

  Telus still has not contacted me about the error charges (billing from a house we haven't lived in in nine years) that this bill is stemming from.  I informed them of the charges roughly a year ago.  They did nothing.  I actually got one of them on the phone briefly at one time and he saw and confirmed the false charges, however nothing has been repaired.  That call was recorded.  Now, if I login to Telus, the account is gone, I cannot pull up the bills, so I'll have to find the paper copy I have somewhere.  More time wasted because of their incompetance.  They still have done nothing nor actually talked to me since.  Due to my job, I cannot answer nor make phone calls such as this until after 6:00 pm MST, as they know.  I have requested a simple email address to billing that I could spell it out to them in, and one has never been provided.  Or a phone number that I could call them at after 6:00 pm MST, but that seems impossible.
  
  Frustrated with the total callousness from Telus, I called and hooked up with ****, who was and is more than happy to talk to me after hours as stated above.  **** informed Telus of the switch and Telus disconnected, all still without talking to me.  I also have been emailing with ***** ****** of the BBB on this matter, and this email will be cc'ed to him.  If I could cc billing at Telus, I surely would.
  
  General Credit:  I have no account with you and will not continue to deal with you on this matter, please address your concerns back to billing at Telus and/or ***** ****** at the BBB.  You may, of course, forward this email to them since it is not possible for myself to do so.  If Telus wishes to pursue this, then I await an email from billing, with an address that I can reply to, and with historical pdf's of bills since I cannot login and see them myself anymore.
  
  I'm sure that if Telus actually LOOKED at the bills instead of just automating away they would see the errors, they're quite blatant.  However I'm sure that's just too hard for them.  Someone please forward this email to Telus since I cannot myself.
  
  ***************.

  Business Response

  Date: 13/02/2023

  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. The customer has received a detailed explanation of why their bill contains a balance and bills have been reprinted for customers review as well.

  Thank you,

  TELUS Manager

  Customer Answer

  Date: 13/02/2023

  
  Better Business Bureau:
  
  Almost a year later, and I finally have an email I can converse with.  They're finally sending copies so I can explain.  Thanks *****.

   

  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:27/07/2022

  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.

  Summary: Telus signed me up for an expensive ***** ***** contract without my consent, removing my wireline phone & internet bundle savings. Management began an investigation but never reached a conclusion. My total cost over the 3 year contract period will exceed $3000, for a service I never asked for and have been disputing since day 1.
  
  On June 22 2022, Telus sent me an "order confirmation" (***********) through email. The confirmation claimed that I had requested changes to my services with Telus (account *********), which I had not. Further emails referenced a property that was not my own **** ****** *** ******** ******** ******** *** *** ******* **** ********* *** as well as my own property ** **** ****** *** ****** *****.
  
  I reached out to Telus immediately, and the rep responsible said these were courtesy changes designed to save me money. She admitted to filling the changes herself and laughed off my concerns about the other address, saying it was a simple mixup. Meanwhile, continuing emails and receipts from Telus indicated that the changes would in fact cost more. I replied to these, disputing the charges and reiterating that I did not request any changes to my account.
  
  The changes involved increasing my internet speed and terminating my bundled phone & internet plan. I have attached a Telus statement comparison showing the change from June (normal) to July (unwanted service increase).
  
  I reached out to Telus by phone & email. On Jun 29 I reached Telus Management, speaking with Karla ********** M**** ********************************* and sending her the emails in question. She pledged to start an internal investigation into the issue, but since then I have been unable to reach her.
  
  More than a month after the event, I am now receiving higher bills, and no explanation or adjustments from the company.
  
  I have attached just 2 email chains, full email correspondence available on request.

  Business Response

  Date: 04/08/2022

  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

  Customer Answer

  Date: 04/08/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: A Telus Manager is working on a proposal to resolve the situation. At this time, she has not yet provided a proposal. I am pleased that Telus is working towards a resolution, however my complaint is not resolved at this time.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 09/08/2022

  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:27/07/2022

  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.

  RE: Telus personal account ******** 
  On a personal cell account that I have numerous long distance calls were billed that were not made from this phone. I had this phone for usage by my mother. Calls were made since May 30th 2022 to international locations (********* ****** *** *** *******) resulting in a large bill for June and part of July. I had to cancel the account completely as Telus was not willing to help me out at all. The account was canceled before the 2nd bill was issued formally. I noticed due to a very large pre-auth charge to my credit card which led me to investigate the billing and call history. Telus said its impossible for the phone to be hacked and that the calls came from the phone which is not true. Since June the phone was acting very strange, running very slow and shutting down on its own and the battery draining very fast. Data charges also started to incur daily and this phone was a flip phone only used for calls only, nothing else. Its clear that the phone was hacked and the denial from Telus is extremely negligent. The records from the active billing period (which Telus has since blocked me from seeing the details due to cancelling the account), showed calls almost daily to international destinations. These calls were not made from this phone at all. My mom doesn't even know anyone in any of the countries listed.
  
  Since May 30th, there was only one call on the records that was actually made from the phone and that was to the UK on June 27th. All other international and US calls were fraudulent and not made by the phone.
  
  The total amount of fraudulent billing was $385.63 plus tax for bill period ending June 27/22. For the billing period ending July 27/22 I cant see exactly as it was blocked from me, but last i checked was over $200 in fraudulent billing.
  
  My fraud/phone hacking complaint was rejected by escalations which is extreme negligence on behalf of Telus and resulting in me having to cancel the account.

  Business Response

  Date: 04/08/2022

  ** ******
  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:25/07/2022

  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.

  Have not been able to access talks rewards program despite many attempts. I don't understand as all other telus sites are very easy to access. I have reported this to the company.

  Business Response

  Date: 29/07/2022

  Hi *****,
  A TELUS manager will be in contact with the customer to discuss their complaint and will be working with the customer at an attempt to resolve all their concerns until resolved.
  Thank you,
  TELUS Manager

• Initial Complaint

  Date:19/07/2022

  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.

  Extremely unprofessional company ****** to **** customers. ************** *** rude staff members, they don't even know what they are talking about and keep giving false information to customers, keep making false promises that they can't deliver upon. I have had several outages with my network, service disruption, issues with my device and several other problems. I tried reaching out to them several times and explained situation every time but nothing was done to rectify the issue. The agents *** ***** ** **** ***** ********** ***** make promises that they can't keep, they don't put notes on file and then transfer to escalations which is another group just there to waste customer's time. Horrible company with horrible customer service. They don't even bother about customer's problems, they are just here to waste everyone's time and take customer's money without providing the right and guaranteed service. **** ***** ********* ****** **** ****** ***** ********* *** *********** **** ****** ***** **** *** **** *** **** ***** ** **** ***** I want my refund here ASAP for all the inconveniences.

  Business Response

  Date: 05/08/2022

  Hi *****,
  A TELUS manager has attempted to reach the customer on August 3rd, 4th, and 5th
  with no success. We have closed this complaint as we were unable to reach the
  customer.
  Thank you,
  TELUS Manager
  
  

  Business Response

  Date: 10/08/2022

  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: 11/08/2022

  
  
  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:18/07/2022

  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.

  - In Jan 2021 I entered into a business internet services agreement with Telus for our home business (acct. *******)
  - this has a 3 year term
  - The internet service provided continuously had outages and performed well below the planned amount.
  - This caused regular business disruptions for my business (dropped meetings, compromised deadlines, decreased productivity, increase in non-billable hours etc.).
  - I was forced to setup with another business provider in Jan 2022 because the inconsistency in services provided by Telus.

  Business Response

  Date: 25/07/2022

  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:15/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Frequent marketing calls to my place of work. I haven't done business with Telus for over 10 years, and I have been receiving frequent calls to my office phone. I have politely informed the caller that this is a business phone and I am not interested in any service they have to offer. The calls continue.
  
  **** ** *** * ********* *****  This is Telus as they have information a robo-call would not have.
  
  *** ***** *** ****** ** *************

  Business Response

  Date: 15/07/2022

  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: 18/07/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Telus needs to acknowledge that I am not a customer who was dissatisfied.  I am someone who they repeatedly harassed at my place of business after repeated attempts by me to have them stop were ignored.
  
  
  
  Sincerely,
  
  
  
  Darren Hilts

  Business Response

  Date: 20/07/2022

  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: 22/07/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Telus has not addressed my previous message and reason for rejecting their response.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 27/07/2022

  Hi *****,

   

  
  A TELUS manager has been in contact with Darren  to discuss their complaint and their concerns have been addressed.
  Thank you,
  TELUS Manager