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Business Profile

Telecommunications

Telus Mobility

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

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

Find a Location

Telus Mobility has 15 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.

    Please enter a valid location.

    • Telus Mobility

      1600 - 200 Consilium Pl Scarborough, ON M1H 3J3

    • Telus Mobility

      10-100 Trainyards Drive Ottawa, ON K1G 3S2

    • Telus

      1680 Richmond St. London, ON N6G 3Y9

    • Telus Mobility

      7001 Mumford Road, Unit 247 Halifax, NS B3L 2H8

    • Telus

      1680 Richmond Street London, ON N6G 3Y9

    Customer Complaints Summary

    • 665 total complaints in the last 3 years.
    • 300 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:08/05/2025

      Type:Billing Issues
      Status:
      Resolved
      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 writing to express my concern regarding a recent increase in charges on my Telus bill ( 28 March 2025, 28 April 2025). I noticed that the total amount for this billing period is higher than usual (Usually 42 cad But from March it has gone up to 47 without any reasons), and I have not made any changes to my plan or services that would justify this increase.

      Could you please provide a detailed check on change in pricing? I am not aware of any change in my plan or rates, I would appreciate receiving help from BBB to stop Telus billing department to Impost such charges without any prior notice and information..

      On Text Chat with Customer Care the response was not satisfactory . I had a 3 year fixed Contract for the services. In which they never marked about increasing the price as such.

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

      Customer Answer

      Date: 11/06/2025

      This is for your records, that TELUS team reached out directly to me and have assured that they will close this matter to the earliest. Will keep you posted if no actions are taken or any further proceedings take place in this complaint.

    • Initial Complaint

      Date:28/04/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Once again Telus contacted me despite my objections and insistence that they have no further interaction. Furthermore they could not promise their door-to-door solicitors could abide by any protest I've made to no longer be contacted by this company. ** **** ***** ** *** ******* ********** *** *** **** *********** **** * ***** ******** **** ***** ** ** ***** *******

      Business Response

      Date: 02/05/2025

      Dear BBB Administrator,

       

      TELUS is of the view that the customer is not willing to cooperate with the required processes to address and fully investigate the client’s concerns.

      Should the client wish to discuss the concerns brought forward in their submission, TELUS is confident that the issue can be resolved.

      Regards,

      ******

      Member of the TELUS Team

    • Initial Complaint

      Date:25/04/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Subject: Ongoing Charges After Account Cancellation with Telus

      Dear Better Business Bureau,

      I am writing to file a complaint regarding Telus Communications. I cancelled my plan with Telus around May 2024. During the cancellation process, I spoke with multiple representatives over the phone. While they made several efforts to retain me as a customer by offering alternative plans and deals, I clearly and repeatedly stated that I wished to close my account entirely.

      Despite this, I recently reviewed my credit report and discovered that Telus is still charging me, and the account appears to remain open. This is both unexpected and unacceptable, as I had clearly communicated my intent to terminate the service.

      I would appreciate your assistance in resolving this matter and ensuring that Telus corrects the status of the account and reverses any unwarranted charges.

      Thank you for your time and support.

      Business Response

      Date: 02/05/2025

      Dear BBB Administrator,

      Thank you for bringing this customer's concern to our attention. We have confirmed the issue has been addressed effectively and they are satisfied with the outcome. This matter is now considered closed by this office.

      Sincerely,

      TELUS Escalations Team

    • Initial Complaint

      Date:22/04/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Charged over $400 to switch to to ***** for my son
      He signed up with help from a Telus representative without telling us of this ********** amount. ***** is still a Telus company. I said I would pay out his remaining phone cost, and was told there would a couple $50-$75 charges for moving to his own account. Not almost $500! ********** *** *******

      Business Response

      Date: 26/04/2025

      Dear BBB Administrator,


      Thank you for bringing this customer's concern to our attention. TELUS Mobility has spoken with the customer regarding their concerns towards their TELUS Mobility Account and they have been advised on our policies and we have reiterated our position. This matter is now considered closed by this office.
      Sincerely,

       

      *********

      Customer Answer

      Date: 26/04/2025



      Complaint: ********



      I am rejecting this response because:

      I have never spoken to a “********” regarding this matter. I’ve asked to speak to someone higher up on the management team. I was told that I could not? I found the person I talked with to be dismissive and unhelpful. Please regard this message to a higher level of authority. 



      Sincerely,



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

      Business Response

      Date: 02/05/2025

      Dear BBB Administrator,


      Thank you for bringing this customer's concern to our attention. TELUS Mobility has spoken with the customer regarding their concerns towards their TELUS Mobility Account and they have been advised on our policies and we have reiterated our position. TELUS has offered to revert the clients line back to TELUS which they declined and voiced that they are not worried about what negative impact this may have on their credit score. Therefore this matter remains unresolved and is now considered closed by this office.


      Sincerely,

      TELUS Mobility Escalations


      Customer Answer

      Date: 05/05/2025



      Complaint: ********



      I am rejecting this response because:

      I have asked to speak with someone higher up on the management team. The account that is not with Telus is NOT my account. It is with *****, an umbrella company of Telus, so still with Telus as a corporation. I found the representative I spoke with to be dismissive, and offered no real resolution to me being a client of theirs for 25 years. ************* ***. ***** ** *** * **** **** ****** ** *** **** ** *** ******. I ** *** **** ** **** **** **** ******** *** would like to speak to his manager. 

      Sincerely,



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

      Business Response

      Date: 14/05/2025

      Good afternoon,


      We have attempted to resolve the client's issue and offered what we believe to be a reasonable resolution; however, it was rejected. Unfortunately, the client's current request goes against our company policy, which is clearly outlined in the service agreement she signed. Therefore, we are unable to take any further action on this matter on behalf of Telus.


      Sincerely,
      ******

    • Initial Complaint

      Date:16/04/2025

      Type:Order Issues
      Status:
      Unresolved
      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 Mobility isn't able to provide me with the agreement for their services, I've been trying throughout the years with different collection companies that were representing them and also tried directly with Telus and I can't get this information. **** ** ********* ** ***** *** *****, I would like to find a resolution for this issue and I don't get any help from them.

      Business Response

      Date: 26/04/2025

      Dear BBB Administrator,
      Thank you for bringing this customer's concern to our attention. This correspondence is intended to address this issue.
      TELUS has attempted to reach the customer on multiple occasions with messages 
      left but have not received any call back.
      Should the customer wish to discuss further regarding any outstanding issues they are experiencing, they can contact our TELUS Client Care team at ###-###-####. 


      Sincerely,

       

      *********

      Customer Answer

      Date: 27/04/2025



      Complaint: ********



      I am rejecting this response because I did not receive any phone calls from Telus. If you would like to discuss this complaint by phone, please contact me at ###-###-#### or ************************* 



      Sincerely,



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

    • Initial Complaint

      Date:14/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 filing a complaint against Telus Communications for engaging in ********** sales tactics, withholding of material information, and refusing to provide a fair resolution despite multiple escalations.

      I told the Telus rep I didn’t need additional phones, but they were pushed on me under the assurance that it would cost just $1/month. Only after attempting to cancel the service — due to months of ongoing network and call issues — was I told that I must pay over $2,000 to cancel, including the full price of those same devices. I was never told this during the sales process.

      Since starting with Telus, I have experienced dropped calls, missed calls going straight to voicemail, unreliable 5G, and constant data disruptions — *** ***** ********* ** ********.

      I escalated to the Office of the President, where the only offer I received was 25% off the device costs. This is unacceptable.

      I am requesting that Telus:

      Cancel my contract without charging for the devices

      Honor the $1/month cancellation fee originally promised

      Allow me to move my number to another provider immediately


      ***** ***** *** ******* ********* **** ****** *********** ******** *********** ******* *** ********* ****. I would like BBB’s assistance in getting this resolved.

      Business Response

      Date: 23/04/2025

      The client has been provided a fair and reasonable offer for resolution. Awaiting response.

      Customer Answer

      Date: 24/04/2025



      Complaint: ********



      Thank you for your response and for acknowledging my concerns. I appreciate your willingness to review the situation and offer a 50% reduction on the outstanding device balance.

      However, as mentioned throughout this process — and again for clarity — I was very clear at the time of signing up that I did not want any additional devices. Despite this, I was still convinced to take them after being told that they would only cost $1/month, which heavily influenced my decision to accept them. At no point was I told that I would be liable for the full device cost if I chose to cancel services early.

      Given the circumstances and the fact that I never intended to use these devices, I believe a more reasonable solution is the following:

      I am willing to return one of the devices, which is still sealed and unused in the original box, in lieu of paying the remaining balance.

      In return, I request that any remaining cancellation/device balance be fully waived, and I be allowed to port my number to another provider without additional penalty.

      I feel this is a fair and balanced resolution that respects both the spirit of the original offer made by your sales team and the dissatisfaction I’ve experienced with the service since.
      Please let me know if Telus is able to accept this counter-offer so I can proceed accordingly.

      Thank you again for your time and attention to this matter.

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

    • Initial Complaint

      Date:14/04/2025

      Type:Billing Issues
      Status:
      Resolved
      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 Thursday, April 10, I received an email from ****, my internet provider, informing me that they had received my request to cancel my services. Initially, I thought this was spam since it was in my junk folder. However, on Friday, I woke up to find that I had no WiFi at home. Upon contacting ****, I was informed that Telus had submitted a form indicating that I was switching providers. I NEVER DID THIS.

      Telus used my personal information, which they had saved from a previous request back in November 2024 (I was also their cellphone user for four years), to *********** me and submit this form. Despite ignoring dozens of spam calls and paper deals in my mail from Telus, they found an "easier" way to switch my provider by canceling on my behalf. **** *** ** *** **** ************* *** **** *****. **** *** ** ***** ** *** ** ** ****** ** ** ****** ** ******** ************ ********* ** ******** ******* ******.

      I demand that Telus eliminate any trace of my information from their system. * **** ***** **** ****** ******* **** *** ****** **** ******. If I hadn't checked my spam folder, I would have been unaware of what had transpired, as Telus did not send a "welcome email" until I informed them that I had filed a police report on Friday, April 11. The police are aware of this situation, but Telus must be held accountable and remove any charges from the "ghost account" they created, as I do not possess a Telus modem. Telus is excusing themselves by claiming it was a system error, but a system does not fill out a form and send it to my provider telling them I gave them permission to do so.
      Telus sent out this request to **** on April 7 with cancellation day starting on April 10.
      *** ******** ***** ****** **** **** ******** **** ***** *** *********** *** ****** ****** ****** *** **********

      Customer Answer

      Date: 07/05/2025

      Good morning,

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

      Last time I checked, their system showed that I had a balance of $80 or so (I don’t exactly remember the amount) for home internet when I don’t even have a Telus modem.

      Nevertheless, I just checked “my account” a few minutes ago, and it shows $0; which makes me believe they have finally realised their mistake and cancelled my account. 

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

      Thank you so much for your time and help!

      Have a great day!

      ********* 

    • Initial Complaint

      Date:11/04/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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’ve signed up for internet with Telus.
      On my initial call they tried to sell me on phone service, which I expressly declined.
      I’ve since gotten repeated sales calls (**** ***** **********) for a new mobility service. I have spoken to managers and told them I do not want the mobility service, I am happy with what I have.
      I do not want sales calls.
      I do not want their ********** sales tactics.
      ** ***** *** *** I want them to stop.

      Business Response

      Date: 16/04/2025

      Dear BBB Administrator,

      Thank you for bringing this customer's concern to our attention. This correspondence is intended to address this issue.

      TELUS has attempted to reach the customer on multiple occasions with messages left but have not received any call back.

      Should the customer wish to discuss further regarding any outstanding issues they are experiencing, they can contact our TELUS Client Care team at ###-###-####. 

      Sincerely,

      ****

    • Initial Complaint

      Date:11/04/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      At the end of march I called to make a payment arrangement for the third time in 3 months due to Telus not holding up the agreement with payment dates and today April 10th I called as my services were suspended and last time I spoke with customer services a agreement was made to pay 150 when I called and I did and the remaining to get paid on the 17th when I get paid and pay all my bills, when I called today on the 10th of April I was told that I got suspended due to a overdue balance which would not be correct if they held up there agreement to be set on the 17th and was told if I want to continue the call and work out the problem I would have to pay them 135$ to get help and to keep the original payment agreement of the 17th cause there records state the 3rd of April for the agreement on file. Now I have tried to resolve it and speak to a “manager” about the issue but all that happened was the same response and no explanation as to why this would be the 3rd agreement not held up and set for the wrong dates. I would have no problem paying them if the dates lined up when I get paid and resolved easier.

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

    • Initial Complaint

      Date:04/04/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had cancelled my mobile service after about 8 years with Telus ** ***** ** ****** * ******** ** ***** *** *** * ******** ********** **** ******** ******* ** * ******* ** ****** ** ******* ******** ** **** * **** ** *** **** ** *** ********** **** ********** ************. When my number was ported out, my access to my mobile account in the app was disabled. My account with Telus both mobility and home security were current and up to date with payments. I waited for my final bill from Telus and it was never received. Instead of receiving a final bill, I received a notification from my credit monitoring app that Telus had reported a late payment to the credit bureau! I phoned in immediately to Telus customer service and spoke to three different people over the course of a morning and was unable to get a resolution. I was told that it was my problem and that I should have logged into the site on a desktop to view my bill. For 8 years, I have received a notification via email that my bill is ready and I would then log into my app to view my bill. There was no email notification of a bill, a late bill, or a request for payment. *** **** **** *** ***** ***** * ******* ****** ** ***** **** * ******* **** ******** ******** **** **** ** ****** **********.

      I immediately paid the $45.21 that was owing on the account.

      I would like them to remove the late payment immediately from my credit report.

      Business Response

      Date: 08/04/2025

      Dear BBB Administrator,


      Thank you for bringing this customer's concern to our attention. We have confirmed the issue has been addressed effectively and informed the customer about the outcome. This matter is now considered closed by this office.
      Sincerely,

      Telus mobility team

    Telus Mobility is NOT a BBB Accredited Business.

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