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:10/03/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Telus is Not honouring the price for the home phone to port it back they have created a new account without me being able to port my home phone number back former home phone number hasnt been canceled. Please call me right away.
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

Complaint: 23036067

I am rejecting this response because:
As stated above we are working together to make it right once Im satisfied Ill be closing this case
Sincerely,

*** *****
Business Response
Date: 24/03/2025
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: 24/03/2025

Complaint: 23036067

I am rejecting this response because:
This case will be closed on April 9th
Sincerely,

*** *****
Initial Complaint
Date:07/03/2025
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.
Several months ago, I was considering switching from **** to TELUS. A TELUS sales associate assured me that their **************** was compatible with my Amazon Firestick, which was a key requirement for me to switch. I signed up based on this information. Later that night, I checked TELUS website and found that their own FAQ stated ******** was not compatible. I called the next day to cancel, and another TELUS representative again incorrectly claimed it was compatible. I canceled my TELUS plan and renewed with **** under a 2 year contract.Since then, I have still been receiving 2-6 calls per week from different numbers on behalf of TELUS, many of which do not disclose they are from TELUS. I have repeatedly asked to be removed from their call list after stating I am in a contract, and multiple representatives have assured me they would do so, yet the calls continue. I have blocked several numbers, but they keep calling from others.I am filing this complaint because TELUS provided misleading information about their service and has continuously contacted me despite my explicit requests to stop. I want TELUS to permanently remove my number from their contact lists and cease all unsolicited calls.
Business Response
Date: 08/03/2025
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: 10/03/2025

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,

****** ********
Initial Complaint
Date:07/03/2025
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 recently renewed my contract with telus for home TV and Internet . I was going to leave the company as **** had offered me a better deal but after hours on the phone of trying to cancel with them they finally agreed to match Shaws price- 98 $ plus tax+ ******. My first bill was sent to me at $160, so I called and they said they would fix it 3 times. Finally the last time they fixed it. Now my next bill is $126. Plus they have added a $175 charge for a home security system which I have never heard of. Each time I call them I'm on hold for a long time. I can't keep spending hours every month trying to get them to send me the right bill.
Business Response
Date: 13/03/2025
"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:06/03/2025
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.
In December 2024 I entered into a contract with TELUS via one of their phone agents. I agreed to a contract for home phone, internet, and *******. The agent persistently tried to get me to accept a security camera package to which I repeatedly declined. After offering the camera system for "free for 2 years", and a small deduction to my monthly bill I accepted. A technician arrive and installed the camera.On my monthly bill I'm being charged $38.00. I agreed to the feature being free for 2 years. After wasting 3+ hours over 2 days on the phone (75% of the time spent on HOLD) I was unable to get a satisfactory solution to this issue. I was offered to have the fee nullified if I agreed to a new features package that was more expensive than what I'd agreed to in December. I declined a "renegotiation" as I want TELUS to honour our agreement.
Business Response
Date: 13/03/2025
"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:06/03/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Telus has failed to agree to discontinue a security monitoring service under an agrrement that expires this month. Support staff argued against this and delayed me for over 2 hours on the phone. Further, they have now posted a renewal agreement to my account for an entire internet service package that I did not agree to. In reply to my request to correct this Telus has offered a call at a much later time beyond the date for disputing the service agreement posting. While i do not believe that the management of Telus would condone fraud, given the behaviour of Telus support staff I am seeking BBB help to ensure this is resolved. My Telus account number is **********.
Business Response
Date: 08/03/2025
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: 10/03/2025

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,

**** ******
Initial Complaint
Date:04/03/2025
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.
Called to cancel my parents Telus account on Oct 26/24 as they were now both deceased. I was told I would receive an email requesting documents I would need to provide. Called to follow up Oct 31/24 and ask about a billing I had received which was to Nov 22/24. I was told account had not been closed. Requested account be closed again and that the billing should be adjusted to Oct 26 when I first called. I was assured this would be done and paper bill sent. Due to postal strike did not receive a bill until January, called again as it was an overdue bill for the original amount plus late fees. I was told the account had gone to collections. I stated that I was more than willing to pay any amount outstanding but needed a detailed bill for the estate. I was told that in view of the amount and aggravation that the bill would be forgiven. Received a bill Feb 10/25 and called again as it was for the same amount plus more late fees. Spoke to a customer service *** who said she had returned the account to 0 balance. I asked about the equipment that I had returned Jan 2/25 , provided tracking number and told her when tracking is checked it says it is in pending. She said it was ok. Today I received another bill. It has the original amount, late fees, a $15 bill ***rint fee and a $100 fee for equipment not returned. I am at the end of my patience with this whole situtation. Are you able to help me to resolve as dealing with the estate and grief is challenging enough with out this additional frustration
Customer Answer
Date: 06/03/2025
This is related to home service
Business Response
Date: 13/03/2025
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:03/03/2025
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 have called TELUS many times in an 8-1/2 year period to get my caller ID on my landline to show my name. It has and continues to show "*. *******". As well, I still receive calls for an "**** *******".Since the beginning of 2025 I have had ongoing conversations with five TELUS service ***s ******* Shubham, May, ********* and ******). Most recently, Customer Relations (*******) simply referred me to Technical Support ... and the cycle continues.I have never subscribed to the "Voicemail" option offered by TELUS, as I have an answering machine on my landline. Since Jan 2025, my phone has and continues to indicate "New voicemail". As this feature has never been set up with TELUS, I am unable to access these messages. I do not wish to subscribe to "Voicemail". However, I'm receiving subsequent calls or correspondence from the medical and business communities, family and friends asking why I'm not returning their calls. Recently, I missed two calls from ****************** regarding scheduling a CT scan. This has now become an EMERGENCY! The toll-free number for TELUS, ************, shows as "Blocked Call" on my phone if a service *** does attempt to call back. Despite my telling the above service ***s that TELUS is blocking this number, and to please use another number to call me back, they have neglected to do so. I can see the three attempts on my phone ... and then nothing. And any further communication ends! I have even added ************ to my "Accepted list" on TELUS "Call control", but this has not corrected the issue.I am 77 years old and have attempted to emphasize to the service ***s (mentioned above) that this has become an URGENT matter. If I call for assistance or help, my caller ID shows "*. *******" to the recipient. And, in this moment of scams, people just hang up or leave a message in a mystery "Voicemail" box. Please HELP!
Business Response
Date: 12/03/2025
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: 13/03/2025

Complaint: 23013331

I am rejecting this response because: I was assigned a manager, *****, ***************, ex *******); re case# ******* to resolve my technical issues. He phoned me on Thur, Mar 6th, and advised he would contact me when the technical issues were resolved. As I have heard nothing further from him, I phoned him yesterday (Wed, Mar 12th) and left a voicemail message again listing the outstanding issues:
1. Remove my caller ID from *. ******* (dating back to May 2016).
2. Add my caller ID to *. ******* (dating back to May 2016).
3. Reinstate Call control and include my Accepted and Blocked calls lists.
4. Obtain all messages that have been forwarded to Voicemail and provide the callers messages.
5. Remove the Voicemail option that TELUS initiated in January 2025. I did not subscribe to this.
6. When these issues are rectified and my TELUS service is restored, please confirm item by item.
Financial compensation for this longstanding and egregious service would be appreciated.

Sincerely,

******* *******
Business Response
Date: 20/03/2025
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: 20/03/2025

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. However, I am still waiting to hear from *****, Manager: ***************, ex *******); to confirm details of outstanding issues. When he says he will call, he seldom follows through. Telus did send a tech to my home, so I have to assume that my phone service has been satisfactorily restored. Only time will tell.
Thank-you for your assistance.
Sincerely,

******* *******
Initial Complaint
Date:03/03/2025
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.
We initiated a MOVE request with telus, and the contract was signed on Mar 21, 2024. We has email communication. SIGNED new agreement too. And still being charged at old address. Made 40+ phone calls and tried to escalate several times, did not receive any updates.We have made over 40 phone calls regarding this to telus customer service, loyalty department, business connect, secure business, telus ADT, Telus Business Solutions etc. All the phone call's ending was that they are not in charge of it and will escalate and we can wait for call back. Now 12 month passed and we still not got a proper response and we keep receiving invoices. I have email communication, signed contract, proof of payment. I do not have voice recording of phone calls.
Business Response
Date: 12/03/2025
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: 20/03/2025

Complaint: 23013044

I am rejecting this response because:
We havent receive any communication from Telus.

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: 27/03/2025

Complaint: 23013044

I am rejecting this response because:
I have not getting any communication from Telus.

Sincerely,

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

Complaint: 23013044

I am rejecting this response because: no communication from telus

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:27/02/2025
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.
Nothing but issues with Telus over the last ~8 years. Once again I lost connectivity, a tech came out and replaced all of my equipment - yet I continue to experience connect issues with my 2ndary box.. regularly loses connect and constantly reconnecting - My payments to Telus do not experience this and I would suffer if that was the case - Why do I CONTINUE TO HAVE ISSUES WITH TELUS CONNECTIVICTY
Business Response
Date: 05/03/2025
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:25/02/2025
Type:Billing 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 signed a 2 year contract with Telus. When this expired, without any warning they began to charge me an inflated amount for my monthly home services and security system. This was up to a maximum of $856.66 for December 2024. These overcharges were being placed directly onto my credit card. I did not notice this for ************************************************************************************************* Because of this, I logged into my account and saw that this had also happened to me. The overcharges amount to over $2000. I immediately switched to a different provider. ******/****. This was on January 6th. ******/**** sent a request to close the account to **********************. Telus did not close the account. They have kept charging me. I have tried to call them multiple times and often sit on hold for very long periods of time. I am passed between people and put back on hold repeatedly as no one seems to be able to close my account. At this moment I am on hold with Telus. I have spoken to 3 people. None of them can close my account. I have been on hold for 45 minutes. I would like Telus to reimburse me for the 10 months of overcharges and close my account.
Business Response
Date: 05/03/2025
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: 06/03/2025

Complaint: 22985471

I am rejecting this response because I have not received any correspondence from Telus. They have not called me or emailed me aside from another bill. I have spend hours on hold and last time I was told my account was closed. I still get daily emails that my home security was not armed. I have been trying to cancel my service for 2 months. The request from ****/****** to cancel the service was not honored. I have no idea what I can do if they don't listen to the better business bureau. I have no other way of getting a response from them.

Sincerely,

******** ******
Business Response
Date: 14/03/2025
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: 14/03/2025

Complaint: 22985471

I am rejecting this response because: I am still receiving daily messages from Telus that my system was not armed. They still have not closed my account. I received 2 phone messages from Telus on my home phone indicating that I can call them back to speak with a manager. When I call the number and enter the extension it hangs up on me within 15 seconds every time. There is no message and no way to leave a message. I even got my husband to call from his phone to see if it was blocking my cell number and it still did not work. The message was from ** and the number is **************************. Please feel free to try and call it. Telus is giving me the run around. I am not hard to reach.

Sincerely,

******** ******
Business Response
Date: 24/03/2025
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: 25/03/2025

Complaint: 22985471

I am rejecting this response because: A Telus manager has not been in contact with me. My cell number is ************. My email is ******************** They should have this information as they keep sending me emails. I receive one every day saying my alarm has not been set. I don't know why they won't cancel my service. I have been asking for them to cancel it for over 2 months. I am not hard to reach. The message they left on my home number was to an extension that did not exist ***************************). During business hours I cannot answer my home land line. Telus is dragging this out with no effort to resolve the issue. I have been on hold for hours and have spoken to multiple employees. Each one says they have cancelled my service but I get an email every day saying my alarm has not been set.

Sincerely,

******** ******
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
Customer Answer
Date: 02/04/2025

Complaint: 22985471

I am rejecting this response because: This is getting ridiculous. Telus is just drawing this out. They are still sending me daily messages about not arming my security system. They have not closed my account. They say that they have tried to contact me but have only left messages on my home phone number during business hours when I am not home. The most recent 2 messages had not call back number. The call back number that was left does not work. I have sent it in a previous message. I have given them my cell number and they have my email address. They can call me at *********** or email me at ******************** They email me daily about my security system. I have not idea how you are supposed to cancel Telus. I have spoken with them and messaged them. I am certain that in ******************************************************************

Sincerely,

******** ******
Business Response
Date: 02/04/2025
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: 22985471

I am rejecting this response because: I have not spoken to any manager. Another message was left on my home telephone. I called it back and left a message that I am not home during business hours. I gave them my cell number, work number and email. They did not call me back or make any effort to contact me. I am not sure what Telus is trying to accomplish. I want my account closed. This has been requested by me and by ******/**** over the last 3 months. There is no manager that cannot get a hold of me. If you are wondering how hard I am to contact call me. Look at how quickly I have replied to all of the messages that you have sent to me regarding this case. My cell is ************ and my email is ******************** I left a message with Nira at telus twice (Phone number **************************). They have not called me back. I gave them my cell number on both messages. Telus knows what they are doing. What I don't understand is why they want to drag this out. I am so grateful to have the Better Business Bureau's help because prior to asking for assistance I would sit on hold with Telus for hours and speak to someone who would transfer me to someone else. When I finally spoke to someone they would say they were "making notes on my file" and that my account was closed, but it never was.

Sincerely,

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

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