Business Profile

Telecommunications

Telus Mobility

Headquarters

This business is NOT BBB Accredited.

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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

Customer Complaints Summary

666 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.

Initial Complaint
Date:20/11/2024
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.
Hello,
I activated new Telus Prepaid 1 Year $100 Talk and Text Plan on Sept. 30, 2024. The mobile plan includes 400 minutes talk and 400 texts per month but there was promotion for unlimited talk and unlimited text for whole year. About 2 weeks later Telus released new promotion for same $100 plan but it also includes 2GB/month data for free. I called Telus customer service Nov 2 and talked to ***** to ask if my mobile plan could be upgraded to newer plan since it was the same price. ***** said she couldn't do it but that a supervisor will call me back. On Nov 3 I talked to ********* (supervisor) and I asked if she could add 2GB/month data to the mobile plan but she said she couldn't do it and the best she could do was to offer 3GB/year.
Since the new plan was changed less than month after I activated my original plan please add 2GB/month to mobile plan. Thanks.
Business Response
Date: 20/11/2024
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 Mobility Team
Customer Answer
Date: 20/11/2024

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:18/11/2024
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’ve been dealing with an unresolved issue with Telus since June 2024, *** *** ********** *** **** ****** ************ When I activated my phone line, I received an email confirmation that I would get a $100 referral credit within 3-6 months after referring someone. I even confirmed this over the phone.

Now, months later, the credit still hasn’t been applied. I’ve called numerous times, been transferred endlessly, and no one seems ******* ** able to resolve the issue. Each interaction has been ************** *** unproductive, with Telus repeatedly failing to follow through on their promise.

* ** ********** ************ **** ***** **** ** ************** *** ******** ******** **** ********* ***** **** * ********** ******* ** ***** ***** *** ******** ******** * ***** ******* ****** ** ** **** ** ******* ******** *** **** ** ******* **** ****** ******
Business Response
Date: 03/12/2024
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,

Ryan
Initial Complaint
Date:30/10/2024
Type:Delivery 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.
Timeline of Events:
A. October 14, 2024 – Received call from Simon offering the deal and placed the order. Subsequently received two follow-up calls confirming my order and conducting a soft credit check.
B. October 18, 2024 – Received the wrong phone (256GB instead of 1TB) and was instructed to return it via ***, which I did. I was promised the correct phone would be shipped within 24 hours.
C. October 22, 2024 – Despite returning the wrong phone, I received a notification from *** that I was charged $44 for shipping, and Telus informed me there was no record of the correct phone being ordered. Additionally, I was told the US roaming feature was not included, and the monthly installment for the phone would be $74, not $63 as initially agreed.
Business Response
Date: 01/11/2024
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,

Ryan
Customer Answer
Date: 07/11/2024

Complaint: ********

I am rejecting this response because the issue is not resolved yet, and no resolution is provided,
* **** ******** *** ****** ************* **** Telus loyalty department ***** **** have cancelled my order as per the phone representative and do not know when this issue is going to be resolved,
* ** ***** ******* ***** **** ** **** * ****** There are multiple people from Telus are approaching me & I have to explain all details to them starting from scratch. And When I call back Telus to talk to the the same person I spoke with, the person is not available to discuss. I have already spent more than 40 hours discussing the issue with Telus and it continues without any resolution.
** ***** * ***** **** ** ******** ** ******** ** ************ ***** ** *** *** ******** *****

Sincerely,

***** *****
************
Business Response
Date: 07/11/2024
hello,

the customer has an open investigation with **** so we will be closing the BBB complaint.
Initial Complaint
Date:22/10/2024
Type:Service or Repair Issues
Status:
UnansweredMore 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 just moved to our new home at the beginning of the month (October 1) - between now and today (October 20) we have been without wifi for about a week. We have been on two separate phone calls (each about 1.5-2 hours long) & have had two technicians come and help. The last tech was able to get our wifi up and running (after not having wifi for 5 days) but just a few days later the wifi went down again for an entire day. * ** ****** ********** ******* ** **** ****** ** **** ** ******** ******* **** **** *** ***** * ******** *** ***** ** ** **** **** ** **** **** ***** ** ***** ** ** **** ********** ********** *** * *** **** *** ************ **** ***** ******* ****** **** *** ***
Initial Complaint
Date:22/10/2024
Type:Billing Issues
Status:
UnansweredMore 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 constantly over the years raised my rates contrary to my agreement over 10 times. once again, after speaking to an agent less than 1 month ago and guaranteed a rate, my rate has changed to over $30 more than it is supposed to be, was after calling to complain about having the same thing done to me the month before. * ******* **** **** ** ***** *** **** ** * ********* ****** **** **** ***** ******* *** ********** * ******* ***** ****** ** ************ *** **** ************** ** ****** **** ** * ** *** ******* **** ** ************* *** ****** ** ** *** ******** ** **** ****** *** **** *********** ** ***** *
Initial Complaint
Date:07/10/2024
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 was contacted by door-to-door TELUS sales person looked at my Phone Bill and stated that if I sign-up for home security, promotion price $32.00, I will also get promotion for phones (cell + home) and my monthly bill for all services will be less from what I was paying at that time.

I was not in need for home-security however, I called TELUS Mobile to confirm the deal and
with TELUS confirmation and reassurance – I agreed.

Telus emailed different contract from what I agreed to. I made multiple calls to TELUS and I asked to escalated this matter.
Finally, I had discussion with TELUS manager, I believe from resolution team, stated I should ignore general contract generated by system as in couple of months, I will see documentation/Bills with correct adjustments/totals.

He also confirmed (few times as per my ask) the monthly bill Total:
• Home-security services $32.00 + Tax for 3 years. Then price drops to $15.00 p/month unlimited time.
• Mobility with tax $39.55, which includes home phone (North America) + Cell (150GB (Canada + US + Mexico)

Once I was re-assured, I was paying the amount confirmed by TELUS manager.

3-4 months later, I received by Email from TELUS requesting me to pay $225.00
I Logged in TELUS account. TELUS failed to make adjustments to Documentation/Bills. Furthermore, TELUS added to my account unknow person with two services. * **** ***********.

Again, I made Calls to TELUS and asked for escalation because customer support is unwilling to resolve issues.
Finally, I was on the call with TELUS manager (I believe from Resolution Team).
This Manger stated to resolve this, I must pay by Oct-8 at least half of $225 balance. Additionally, he insisted to change my cell phone plan from 150GB to 100GB. I declined his ****** proposal. ** ***** ***** ***** *** ** ********* ** *********** *** ***** *** ******* ***** ****** ********* *** ***** ***** **********
Business Response
Date: 11/10/2024
Dear BBB Administrator,

Thank you for bringing this customer's concern to our attention. The client has filed a CCTS Complaint regarding the same issue.
This matter is now considered closed by this office.
Sincerely,
TELUS Mobility Escalations
Customer Answer
Date: 14/10/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

******* ****
Business Response
Date: 17/10/2024
Dear BBB Administrator,

Thank you for bringing this customer's concern to our attention. The client has filed a CCTS Complaint regarding the same issue.
This matter is now considered closed by this office.
Sincerely,
TELUS Mobility Escalations
Customer Answer
Date: 24/10/2024

Complaint: ********

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

1 week prior to the offer was proposed less value package equipment $35.00. But TELUS required me to cover balance that i m not agreed in the 1st place. Then week later, the proposal was the same plan value as week before but for $50.00 plus tax.. i see TELUS not only decreasing plan volume but also increasing the price weekly. Furthermore the same person strongly suggested to disconnect all my lines immediately without giving me chance to move my mobile services to other provider. * **** *** **** ************* ** *** ** *** **** ********* ***** ***** *** ******* ** *** ********** *** ****** **** *** ******** *** *** * ***** *** ******* **** ********* *** ********
TELUS mobility was keep stressing out that they cannot give me plan they promised at the beginning ...
When I talked to TELUS security, canceling service, TELUS security manager confirm that with the promotion plan was there and i should be entitled to that plan.
*** ***** **** ********* ** *** ********* ********** * *** ** ** ***** ***** *********** ***** ********* *** ***** ***** ***** ** **** ***** *********

*** ****** ************** *** *** *** *** ********* ** ************* **** ******** *** *** ***** ***** ******* *** ****** ** ** **** ******** ** ******
I need telus to return $225. ****** charges, that I paid and I need all services (mobile + home security) to be cancelled without any penalty.

* ** **** ************ **** **** ******** **** **** **** ** ** ******* ** ********* ** ******** **** ************** I need the same confirmation from telus mobility as well as refund of $225.00 and remove charges for next billing.
Respectfully,

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

******* ****
Business Response
Date: 24/10/2024
Dear BBB Administrator,

Thank you for bringing this customer's concern to our attention. The client has filed a CCTS Complaint regarding the same issue which is still open.
This matter is now considered closed by this office.
Sincerely,
TELUS Mobility Escalations
Initial Complaint
Date:06/08/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife and I have had an account with Telus mobility for 2 years and 8 months. Last December we returned our phones as the 2 year rental agreement ended. We signed up for a new 2 year plan and received 2 new phones, but were denied a $200 credit because of a payment denial. The payment denial was from an auto payment that was processed before the due date of the bill. We objected and thought this was not right.
Since then we have discovered that the auto payments come out sometimes up to a week before the due date. We have recently called customer service to inquire into the auto payments and were given different answers. This is not acceptable as I use a prepaid credit card and with payment dates not being consistent, we have decided to cancel our auto payment and pay our bills manually before their due date.
Firstly we would like an apology for the way we were treated on the phone by Telus customer service representatives. One rep even told us that the previous rep gave us the wrong information.
Secondly we would like to be reimbursed for the $200 credit we missed out on last December.
Thirdly we would like assurance that the auto payment rejections that were before the bill due dates do not affect our credit rating.
Business Response
Date: 21/08/2024
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,

Mobility Resolutions
Customer Answer
Date: 22/08/2024

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:02/08/2024
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.
I signed up for a cell phone plan and purchased a ******** ***** **** phone from Telus to use with my plan. After 7 months of use, my phone formed a dead pixel in the middle of the screen that began to grow. I connected with Telus about the issue who told me that I needed to speak with ********. I contacted ******** and was told I needed to ship my phone back to them for repairs, so I did on July 14 and my phone was shipped back to me on July 25, repaired.

I used the phone from July 25-July 31, when a white streak appeared down the centre of my phone screen. The phone ahs been in a protective case and the streak appears after I took a photo, texted it to someone and then set it down on an end table (the phone was not dropped, exposed to water, mishandled, anything), when I picked it back up 5 minutes later, the streak was present.

I have now contacted ******** who once again requests that I send the phone back in for repair. That does not work for me as I have already gone through this once and if I send it back again, I will once again be without a phone for 2 weeks.

This product clearly has quality concerns, so I have contacted Telus, who sold me the device, to figure out an alternative. I would like to change to another device with a better track record of reliable performance, but Telus has told me that it is not their problem. They will not assist me in exchanging the phone, nor will they credit my bill for the vast amounts of time I will be paying for a device that I can not use. As a retailer it is their responsibility to ensure they are selling a quality product and supporting their customers, because as it stands in the last 4 weeks, I have been billed $117 for a device that has been out for repair for 2 of those week, it now needs to go back for another repair and I believe this will be an ongoing pattern for the duration of my plan, being billed and receiving NO SERVICES.
Business Response
Date: 12/08/2024
Dear BBB

We have contacted the client and they received the information about the repair process.
The issue is now closed by the office
Regards
******
Customer Answer
Date: 12/08/2024

Complaint: ********

I am rejecting this response because: wasn't sure which option truly reflects the outcome. Telus has contacted me today and informed me that I need to proceed with the second repair on the device and then reach out again if there is any issues, as after a second repair, if there are any issues still, then they have options to make an offer to me regarding my account. (But only after the second repair leaving me without a device for a month, and still paying for the service that I am unable to use due to the defective device)

However this did not address the full month that I was paying for a service through Telus, and they have still not acknowledge any sort of credit in response to the lack of service during the repair time. Just stated that I need to do the 2nd repair.

The BBB message also mentioned that i would need to respond in 10 days, The phone is being mailed out today and will be out of my hands for at least 14 days. So i wont have a response till after the 10 day timeline.

Would like to keep this ticket open until there is a true resolution.

Thanks so much for the assist, its is really appreciated.

Sincerely,

******* ********
Business Response
Date: 13/08/2024
Dear BBB
We provided the information about our terms and condition to client. We spoke with the owner of the account not the user and we received the informaiton that they have an other device they can use while the phone is sent to ********* to repair.
The issue remains closed by the office and we do not have other option for now than follow the regular process for the warranty.
We financing a device . If client wants compensation they can request it with ******** for the issue from their device. The TELUS services are working fine
Best Regards,

NLET Team Member
Customer Answer
Date: 14/08/2024

Complaint: ********

I am rejecting this response because: In speaking with the business I indicated that after going without my device for a lengthy 2 week repair, only to have it returned to me and break again 7 days later, and now needs to be sent away again for another two week repair, that equates to not have access to my Telus services for a full month. I’m a professional and I can’t be disconnected for a month. I was forced to purchase another device since Telus refused to support me as a customer.

Sincerely,

******* ********
Business Response
Date: 22/08/2024
Dear BBB

Thank you for bringing ******* ********** concern to our attention. This correspondence it intended to address and resolve this issue.
TELUS reviewed the account with the client. The client received his phone back today. As a gesture of goodwill, and out of obligation on behalf of TELUS to do so, a total credit of $51 was applied to the client's account.
Thank you for the opportunity to address ********* concern. We have confirmed the issue has been addressed effectively and she is satisfied with the outcome.

Sincerely,
****
TELUS escalation team
Customer Answer
Date: 23/08/2024

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:31/07/2024
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.
Telus Mobility has started sending me a mobile plan invoice when I not have a mobile plan with them. Please help me.
Thank you,
*****
Business Response
Date: 31/07/2024
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,
NLET Team
Initial Complaint
Date:31/07/2024
Type:Service or Repair 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.
Telus Mobility

Telus open an account under my name without my authorization. My ** **** where at one of Telus store to have information about mobility plans. They agreed to switch their service provider to Telus under the impression they were opening an account under my ****** ** ***** **** but the agent mislead them and took my information . I was not present at the store however I do have a ll home service with them.
Business Response
Date: 13/08/2024
Dear BBB
We contacted the client 3 times
July 31st
Ausgust and and august 13th with no response
If client still need help about her concern she can contact telus directly *611
Best Regards.
Customer Answer
Date: 13/08/2024

Complaint: ********

I am rejecting this response because: I have call back Telus every time I miss their call and customer service told me to wait for their call back. Client can’t contact Fraud department team. Today the agent didn't provide a direct number only the customer service which I did today from my device as per agent asked to dial 611. I checked my credit report the account was open without my authorization at the store which is an acquisition store/ third party working for Telus. The store agent open my credit bureau without talking to me but rather gathering information on my current account. All my services are with Telus. *** ***** **** ** ** **** *** ********** *********** **** **** *** ********* I ended up getting affected by the representative. All that information was provide by the Escalation team from Telus confirm the account was open with a different driver license and date of birth, mismatching my actual information on my authorized account which I opened over 10 yrs with Telus. I spoke to escalation supervisor on Tuesday and he said that he will be escalating the case to second level fraud because it was poorly handled by confirming I was at the store and not looking at the mismatch information in the account.

Sincerely,

********* ****
Customer Answer
Date: 15/08/2024
I tried to contact Telus many times regarding my case and they are handling this case poorly, their attempts to reach is basically one phone right and a voicemail saying they tried. I’m tried to reach the last agent that left a message and still waiting to be transferred to Escalation team.

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