Reviews

This profile includes reviews 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

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  Telus

  10020 100 St Edmonton, AB T5J 0N5

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  Telus

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

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  Telus

  2315 36 St N Lethbridge, AB T1H 5L1

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  Telus

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

Review Details

• Review fromMark S

  Date: 01/11/2023

  1 star

  Mark S

  Date: 01/11/2023

  Hello: We are continually being overbilled by Telus from our 2021 agreement effective from September 2021 to September 2023. We were advised that Telus would correct the overcharges and offer a $575 credit. We have had no changes to our service agreement BUT Telus has placed new agreements on our account online that we are not aware of. We agreed to go ahead with Telus again on September 4 2023 for a contract at a negotiated price of $130.52/month. They now are overcharging us again and I now see 2 new contracts on our online account at $140.52. I keep calling them and am getting nothing resolved. We are disappointed in their lack of ********* in their accounts receivable. We are looking for advice for a resolution.

  Telus

  Date: 03/11/2023

  Thank you for submitting your Customer Review. A TELUS team member will be reaching out to you to discuss your submission. We thank you for taking the time to submit your review.

• Review fromKelsey J

  Date: 31/10/2023

  1 star
  Telus has possibly the worst customer service I have ever experienced. Most phone calls take an average of 2-3 hours. They’re call backs drop calls. They never show up for their appointments and if miraculously they do they are usually late. They send different employees constantly so they never know what’s going on when they arrive. They do not update their notes often so a lot of information is missing or incorrect. They have awful reparations not to mention complete idiocy in every single installation which either needs to get re done or they’ve sent the wrong type of technical because they’re apparently allergic to taking notes. Their phone lines are atrocious because none of the otp customer service speakers **** ******* ** * ***** ******** so they often confuse or do not understand the problem. They are constantly adding unknown charges to your bills and it takes a rough idea of 2-3 weeks to get a 5 minute job done. If they didn’t have a monopoly on internet and phone service because of this being a small island their service would be in the ground.

• Review fromTracy K

  Date: 29/10/2023

  1 star

  Tracy K

  Date: 29/10/2023

  The worst customer service experience ever.Ive been without internet for almost 2 weeks now. My daughter is home schooled and this is completely unacceptable.I called Telus regarding no internet. The first rep was good, he sent a technician the next day. The technician diagnosed the problem. He needed a new cable, but he didnt have the part to fix it. He left saying it would get fixed once he got the cable.2 days later, I havent heard anything and my internet is not working.Called Telus to ask when this cable would arrive. The representative continued to diagnose the problem over the phone even though I told her it would help. 3 hours on the phone and nothing was resolved.Called again on Thursday. Had to go through the same song and dance as I didnt with the other representative. I explained nicely and very rudely that I didnt have time to try and diagnosis this in the phone. You need to send a guy to fix the cable. 3 hours later, ** still on the phone with this lady. Didnt get an appointment and didnt get my internet fixed. Called later that day to try again for the appointment. Finally, got an appointment. Not for another 4 days but ok I got the appointment finally.Ive been texting the first tech who diagnosed the problem. He said that I need a cable guy, not a technician to come. To call Telus and tell them this.I call Telus back. Simple question, do I have a cable guy coming? This turned into a 2 hour phone call. Firstly, he couldnt even find the appointment I had booked. I have the representatives name and confirmation number. Now hes booking me another appointment but not until Nov 30th. Its is Oct 29th!! Secondly, he cant book a cable guy he has to book a technician. Tried explaining that I need a cable guy. He said he cant book the cable guy until a tech diagnosed the problem. We already had a tech diagnose the problem. I cant seem to find a way to get in touch with someone to make a formal complaint.

  Telus

  Date: 31/10/2023

  Thank you for submitting your Customer Review. A ********************** team member will be reaching out to you to discuss your submission. We thank you for taking the time to submit your review.

• Review fromGavin R

  Date: 24/10/2023

  1 star

  Gavin R

  Date: 24/10/2023

  My roommate and myself were trying to get wifi through telus from the first of October and finally gave up with them on the 20th. First 2 people to answer when we called wouldn't give us a date or time, just said "wait 2-3 business days". We waited and both times nothing happened. Third time calling the guy helped us and recommended Copper wiring or something and we had to wait a week for the technician to come, spend like 3 or 4 hours just to tell us our neighborhood can't do it and to reschedule for fiber optics instead. So we did and they were supposed to come back in another week. The day before instalation they called and said they have to push the date back and nobody even showed up for it. We finally gave up and went with another provider. We spoke to our upstairs neighbour's about it to ask what they went through and apparently it was the same thing for them, but they had more patience than us. Highly disappointed and don't recommend for anybody

  Telus

  Date: 31/10/2023

  Thank you for submitting your Customer Review. We were unable to locate an account with ********************** that matches the information you provided in your review. Please call us at ************** and one of our representatives will be happy to help you.

• Review fromSeyed Mohammad Hossein T

  Date: 17/10/2023

  1 star

  Seyed Mohammad Hossein T

  Date: 17/10/2023

  I became a Telus customer in May 2023 when I signed up for mobile services at the Telus Metroples Mall *******.I was initially offered a mobile plan with 75 GB of internet data at a cost of $50 per month, but I paid $85. Given my existing services, including home internet, ******************* and home security, I accepted this offer. At the time, I also requested that my new mobile service be linked to my existing Telus account, but it wasn't. Several issues have arisen that I urgently need your assistance in resolving:1. **Unauthorized Addition to My Mobile Account:** After a few months, I discovered that another individual named ***************************** had been added to my mobile account without my consent. I am still unclear about how this happened and why my mobile service was not seamlessly integrated with my existing account.2. **Excessive Charges:** I have noticed unauthorized charges on my mobile bill. For example, in June, I was billed $52 for a contact . In July, an additional $100 charge labeled as "unknown" appeared on my bill. These charges are a significant concern to me.3. **Payment Difficulties:** I have experienced difficulties making payments due to issues with the payment system. It has been challenging to navigate this, leading to delays in bill payments.4. **Termination of Services:** On October 12, 2023, my mobile service was abruptly terminated, leaving me without communication capabilities. Despite several attempts to rectify the situation, I have been unable to resolve this matter.I kindly request that you investigate these issues and provide a prompt response and resolution. The economic challenges faced by ********* are exacerbated by the high costs of telecommunications services. I believe that addressing this matter not only assists me personally but contributes to a fairer system for Telus customers.

  Telus

  Date: 18/10/2023

  Thank you for submitting your Customer Review. A TELUS team member will be reaching out to you to discuss your submission. We thank you for taking the time to submit your review.

• Review fromRudolf A

  Date: 15/10/2023

  1 star

  Rudolf A

  Date: 15/10/2023

  We had three smoke detectors replaced for $ ******. Telus billed us only for $ ****** on 2023/03/20. My attempt to pay this bill on 2023/03/28 via the *** web-site seemed to have failed. On 2023/04/11 I authorized a withdrawal for $ ******. We received an invoice, on 2023/05/19, for $ ******. I assumed that this was the invoice for the new smoke detectors with the correct charge. I called customer service and agreed to pay the difference of $ ******. We received an invoice on 2023/07/20, for a late payment fee of $ ****. Per telephone call on 2023/07/28 this charge is related to invoices dated May 10th, May 20th, and June 6th. These invoices were for: Invoice of 2023/05/10 for $ ****, Invoice of 2023/05/20 for $ ****, Invoice of 2023/06/06 for a credit of $ ******. I filed a complaint on 2023/08/01. A Telus representative advised that the late payment fee would be reversed. On 2023/08/24 Telus issued a bill for $ *****, while monitoring our bank account expecting a monthly charge of $ *****. I called the call center to question this bill. The person could not explain to me the reason for this bill. In an e-mail she provided a phone number for a Retention Agent. He provided a written explanation for this latest bill. The Retention Agent authorized a credit of $ 67.80.According to the explanatory e-mail, the additional charge of $ ***** has to do with payment for a new monitoring system that Telus claimed to have installed and billed for in the invoice, dated 2023/05/19, for $ ******. Telus never installed, nor did we ever sign a work order, to install a new or upgraded alarm system. There was one other service call sometime after the smoke detector replacement to replace a defective sensor on our front door. The technician performed this work, left no work order and advised that there was no charge for this service. Replacing one sensor should not cost $ ******. I have rescinded Teluss right to withdraw any funds from our bank account automatically.

  Telus

  Date: 16/10/2023

  Thank you for submitting your Customer Review. A TELUS team member will be reaching out to you to discuss your submission. We thank you for taking the time to submit your review.

• Review fromchristine S

  Date: 05/10/2023

  1 star

  christine S

  Date: 05/10/2023

  Telus customer service for home security is horrible. Over an hour wait time. No chat available. I pay for this service, I will not search your FAQ.Hire more people who speak English to assist us with our issues that Telus as created.Sorry Not sorry

  Telus

  Date: 08/10/2023

  hank you for submitting your Customer Review. A TELUS team member will be reaching out to you to discuss your submission. We thank you for taking the time to submit your review.

• Review fromMatthew B

  Date: 04/10/2023

  1 star

  Matthew B

  Date: 04/10/2023

  Tried to move my home services today to our new home. Get told they cant help me but I must chat to ***************** ************************************** the same thing. Im literally moving 2 streets over. Oh and if I want to cancel the service which I have to, that I have to pay for every single month, which they also can no longer provide me I have to pay a cancellation fee of $450. Guess Ill be moving my mobile contracts as well but then of course there will be a cancellation fee for that as well wont thereYou lost a Customer today **********************. Never again!

  Telus

  Date: 08/10/2023

  Thank you for submitting your Customer Review. A TELUS team member will be reaching out to you to discuss your submission. We thank you for taking the time to submit your review. 

• Review fromCOLIN O

  Date: 28/09/2023

  1 star

  COLIN O

  Date: 28/09/2023

  Worst customer service period. They don't have any humans employed. It's a sesame street version of ai

  Telus

  Date: 02/10/2023

  Thank you for submitting your Customer Review. We were unable to locate an account with TELUS that matches the information you provided in your review. Please call us at 1-888-811-2323 and one of our representatives will be happy to help you.

• Review fromMichael M

  Date: 22/09/2023

  1 star

  Michael M

  Date: 22/09/2023

  TELUS promised to install fibre to my townhouse after *********** was upgraded to fibre to the main cable closet. Three appointments made with no technicians ever showing up. Promised callbacks from customer service never received. Truly pathetic customer service and no attention to detail.

  Telus

  Date: 25/09/2023

  Thank you for submitting your Customer Review. A ********************** team member will be reaching out to you to discuss your submission. We thank you for taking the time to submit your review.