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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

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

    • Telus

      857 Saint Clair Street Chatham, ON N7M 5J7

    • Telus

      200 Broadway St Tillsonburg, ON N4G 5A7

    • Telus Mobility

      10-100 Trainyards Drive Ottawa, ON K1G 3S2

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:31/07/2024

      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.
      In early July this year, I discovered that Telus has been charging me a monthly fee for an unfamiliar phone line with the number ###-###-#### since February 6, 2024. I do not recognize this number at all. I submitted a bill dispute request on telus.com as advised by a Telus call center representative.

      Telus sent me an email **** *** ******* *********************************, informing me that the number ###-###-#### is a temporary phone line. When I transferred one of our company's phone numbers to Telus, I was not aware that I needed to reply to their SMS port to successfully transfer my phone line. I did not know the consequence would be Telus assigning us a temporary, ****, and unusable phone number and charging us for it.

      So, on July 16, I wrote to them an email asking them to refund the charges from February because I did not know they would assign us a **** number, and that number is not even usable. I believe they should refund those charges.

      However, since then, I have not received any response. I am wondering if the BBB can help me reach out to them to resolve this.

      Business Response

      Date: 02/08/2024

      The client has been unresponsive since the receipt of this complaint however based on account notes, the concerns have been addressed and resolved. 

    • Initial Complaint

      Date:25/07/2024

      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.
      On July 14th I called Telus mobility about their 0 dollars upfront deal for *** ***** ******* phone. After agreeing to the new phone and plan I was advised to pay the taxes on the phone. As you can clearly see that means the previous 0 dollars upfront is not correct. In addition the plan features the bring it back features which states that after two years you can bring back the phone and pay the buyout price of the phone. Phone prices change each year. This would mean in two years I would be paying for a phone that would not be the same price that would listed on Telus website in two years. ** ******* ** **** *** ** ***** ** *** ******* *** ******* *** ***** ** **** ** ******* *** ***** ** *****

      Business Response

      Date: 26/07/2024

      Dear BBB

       

      We contacted the client and TELUS took is feedback in consideration and forwarded to the appropriate department.

      This complaint is now closed by the office

       

      Regards,

      ******

    • Initial Complaint

      Date:25/07/2024

      Type:Product 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.
      Our company we set to switch from **** Mobility to TELUS Mobility for services of 6 devices. After receiving the new cell phones as we had agreed upon, we had trouble getting anything set up to actually switch over services. After several phone calls with TELUS we decided to cancel the account and send back the new phone. I had paid the gst on the new phones of 254.40. Order number ***********. I was told once the phones where returned the amount paid would be credited back to our account. We have not yet received this amount.
      We have also had many issues with the cancelled account. I have now called 17 times into TELUS Mobility Customer Service, Billing and Collections departments to try and get the false billing amounts reversed. On July 9th I received a letter from a collection's agency regarding 306.30 that TELUS Mobility had said we owed. No phone was ever port in, no services had been rendered. I have spoken with the Collections Agency to explain the situation and they are also in touch with TELUS to get this taken care of.
      I received one letter dated June 25th from them stating that we owed money. No other communication had been pursued. I received the letter on July 4th, called in again to see why the account had not been cancelled when I called in on May 15. Was sent to 3 different departments with no solution in site. Was again told to contact billing.
      This seems to be a never-ending relay of phone calls to department

      Business Response

      Date: 12/08/2024

      Dear BBB

      The account has been cancelled on July 12th 

      the issue is not closed.

      Best Regards,

       

      ******

    • Initial Complaint

      Date:25/07/2024

      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.
      On June 25th, I purchased a new ***** * mobile phone on the promotion that Telus was offering and that you would receive one free ***** watch for the purchase of a ***** * phone. It was explained to me that I needed to pay a connection fee and sign up for a certain plan and everything like that and I did that. So after a couple weeks I hadn't got any notification about a shipping order. So I called the store I bought the phone from in Alberta and they claimed that I told them I didn't want the watch and I did not say such a thing at all. My bills all show that I was charged all the correct fees but yet the particular agent I spoke to that sold me the phone I believe is not telling the truth and I did not tell them not to order the watch. I will be speaking to the manager as soon as I can at the Telus outlet store ** ******** *** **** ** ********

      Business Response

      Date: 31/07/2024

      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 with a message 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,

      NLET Team

       

    • Initial Complaint

      Date:19/07/2024

      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 signed up for Telus' bring it back plan and lease a ******* phone. When my contract ended, I called customer care to ensure I followed all necessary steps to correctly return my undamaged phone. I was then notified a few weeks later that I would be charged if my phone wasn't returned (it was, so I didn't follow up). A month after return, Telus still charged me $500 and is now saying refund could be up to 10 days. They took money without authorization *** *** *** ****** ** ** ***** ******* **** ****** ****** *** ***** ***** *****

      Business Response

      Date: 31/07/2024

      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 with a message 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,

      NLET Team

    • Initial Complaint

      Date:18/07/2024

      Type:Product 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.
      Paid for 1 year of prepaid mobile service *** *** ***. The messaging never worked. Spent hours on the phone with multiple people trying to fix the issue on their end. When the problem couldn’t be fixed, we asked for our money back. They cancelled our account and number, then told us we would have to wait for the refund. After calling a month later, was told the refund was cancelled.

      Business Response

      Date: 12/08/2024

      Dear BBB

      A cheque of $150 has been shipped to client.

      The issue is now resolved and closed.

      Best Regards,

    • Initial Complaint

      Date:16/07/2024

      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.
      I have been a customer with Telus for over 5 years and part of the being it back program. I purchased a new phone through a third party and went to return my old phone as it was due back however opted to keep my sim, number and plan. All data had been confirmed to have been transferred and ****** as well. When I went home to check my voicemails I realised all my saved messages had been erased. ** *** ****** **** ************ **** ** ***** *** *** **** ** * voicemail ****** ** ***** *** ****** ** * ****** **** ****** *** ** was gone. I was super diligent to keep it and it means so much to me. Nobody knows what happened or where it went. I ran back to telus the next morning while on the phone to customer support to get my old phone and try to see if it was there but it was not. I have spent 2+ hours on the phone to telus every day since with no updates, callbacks, timelines, answers *** **** **** ********* ** ****. * ** ********** **** ***** **** *** ***** ****** Nobody has help. * **** ** ******* **** * ***** **** ******* *** ***** *** ** **** ** * ******* ** ****** ******* **** *** ******* **** ***** ** ** ** ********* ****** **** ** **** * ***** ***** ***** ******* ***** **** ****** **** ** *********

      Business Response

      Date: 17/07/2024

      Dear BBB Administrator,


      Thank you for bringing  concern to our attention.
      Our records indicate that ****** ******** is interacting with a high support team at the moment.

      We will be closing the complaint.

      Thank you for the opportunity to address ****** ******** concerns. No further communication will be provided via the BBB regarding this matter.


      Sincerely,

      TELUS team member

      Customer Answer

      Date: 17/07/2024



      Complaint: ********



      I am rejecting this response because:

      The best solution this “high up support time” could offer me was an apology so no this solves nothing.

      ***** *** *** *** ***** ************ *** ******* ******** *** ***** *** ****** ********.




      Sincerely,



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

      Business Response

      Date: 13/08/2024

      Dear BBB

      We already verified with the highest technical department and the voicemaile xpired and cannot be retreived.

      Client also requested to no receive any other call from TELUS and this situation was escalated to the highest level.

      We cannot do more for this issue.

      The case is closed by the office.

      Best Regards

    • Initial Complaint

      Date:05/07/2024

      Type:Product 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.
      On January 7 2024, I accidentally made an online bill payment to a closed Telus Mobility account for $850.00 that I used to use. I called my bank 1-2 days later and asked them to recall the payment but they said I would have to go through Telus Mobility. Since they, I have contacted Telus Mobility several times to ask them to refund the money, each time them telling me they would investigate and get back to me but it would also take 8 weeks for a refund to be processed so to wait that long to call back. My last 8 week stretch took me to beginning of June 2024. I called June 17 2024 and asked for an update on my claim number ****** on inactive account number ********. They told me because the account was closed, they never received the money as it would have went to a holding account of some sort that they don’t have access to and to call my bank again.
      I am not sure what else I can do. It’s been almost 6 months and they still have no solution for giving my money back.

      Business Response

      Date: 17/07/2024

      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.

      The customer's options are to transfer the funds to another account, or contact the bank to send us a request to have the payment reversed. The request has to come from the bank, not the customer, because we don't have access to the customer's bank account. Once we receive the request from the bank (they have contact our Payment Experience Team), we would send the money back to the bank and then the bank will deposit it into the customer's bank account. 

      The customer is not willing to go at the bank and request a payment reversal.


      Sincerely,

       

       

      TELUS team member


      Customer Answer

      Date: 17/07/2024



      Complaint: ********



      I am rejecting this response because:

      I’ve explained to Telus Mobility multiple times that their options are not possible.

      Option 1 to transfer funds, I do not have another account to transfer the funds to. If I was to open another account, they explained to me I would need to wait another 6 to 8 weeks for the money transfer to be approved and receive a cheque in the mail. After admitting they know the money is sitting in a ‘holding’ account, I don’t see why I would have to open an account, get the transfer approved and still wait 6 to 8 weeks to, at this point, hopefully receive another cheque in the mail. The other issue with this option is Telus Mobility has been telling me since the beginning of January to, over and over again, wait 6 to 8 weeks and I will receive my money back in the mail in the form of a cheque and here I am almost 8 months later and I still have not received my money back .

      Option 2 was to ask the bank to reverse the transfer and/or request that the bank do a fax request to Telus Mobility. As I have told Telus multiple times, it is not that I am not willing to contact the bank. I have in fact called them 2-3 times now. They were not able to reverse the payment initially because it was an online bill payment. My next two calls were to ask them to do the bank fax request and I was advised both times that banks do not do this anymore because it becomes the banks problem to get the money back, when the company who received the funds in the first place should simply be able to send it back.


      Sincerely,



      **** ******

      Business Response

      Date: 13/08/2024

      Dear BBB

       

      We already provided option to client, if client wants to have the money refunded by us she need to open an other account or have a friend or family member with TELUS taht we can request the refund to this account.

      We did not receive the momey to her old account because it's a closed account. This is the reason we provided a way to client to received back her money but she declined.

      The mistake was not made by TELUS but by the client. We tried ot help as best as we can with you terms and conditions

      If client changed her mnd and want us to open an account or requet the transfert to an active account we'll be more than happy tp help.

      The resolution option are not changed.

       

      Best Regards,

      ******

    • Initial Complaint

      Date:27/06/2024

      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 am not liable for this debt with Telus Mobility.I do not have a contract with ****************.
      They did not provide me with the original contract as I requested.

      Business Response

      Date: 09/07/2024

      Dear BBB Administrator,


      Thank you for bringing this ******  ****** concern to our attention. We have confirmed the ****** has reached out to ********** and they will file a dispute on credit reporting. This matter is now considered closed.


      Sincerely,

      ****


      Customer Answer

      Date: 09/07/2024



      Complaint: ********



      I am rejecting this response because:

      I spoke to the representative on the phone and he confirmed I have no account with Telus. He also said that would be mentioned in his response, which was clearly not. 

      I have no account with Telus. 



      Sincerely,



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

    • Initial Complaint

      Date:21/06/2024

      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 want to formally lodge a complaint regarding the persistent issues with excessive billing by Telus Mobility. My account number is ******** (Business Mobility). This account currently has 11 lines open with associated devices.

      I ported from **** ******** based on the discounts offered by the representative, *********. She assured me that for three of my lines (**********, **********, and **********), I would be billed $49.56 per line, including the device and plan. Subsequently, four more lines were added, with a promise that each line would be billed at $49.57 (numbers: **********, **********, **********, and **********). Finally, an additional four lines were added, and I was assured that the total bill for each line, including the device, would be $67 (numbers: **********, **********, **********, and **********).

      According to the agreed terms, bill should $615. Every billing cycle has generated consistently higher than agreed. This issue has forced me to contact Telus every month to rectify the overcharges, which is both time-consuming and frustrating.

      Today, on June 20, 2024, I contacted Telus Mobility again to address the recurring issue. The representative, ********, was not knowledgeable about my account history, so I requested to speak with a manager. Manager *** contacted me but demonstrated a lack of understanding *** ***************. Without reviewing my account, he incorrectly claimed that all discounts expire after 24 months, despite my account being newly established only a few months ago. His dismissive attitude and incorrect statements, including the claim that I had never called to address billing issues, were highly frustrating and unhelpful.

      I am deeply frustrated by the consistent miscommunication and mismanagement of my account by Telus Mobility. I request that the Better Business Bureau investigate this matter and assist in resolving these billing discrepancies permanently. My actual bill should be $615 as initially agreed upon.

      Business Response

      Date: 17/07/2024

      Client is currently traveling abroad, and has requested a follow up after July 20th.

    Telus Mobility is NOT a BBB Accredited Business.

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