Complaints

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

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• 

  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

  4519 Canada Wy Burnaby, BC V5G 4S4

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:23/02/2024

  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.

  * *** ******* ** * ***** ********* They called my offering to lower my current payments and offered me a free phone so I accepted. What they truly did was open a brand new account for me (not discussed) with a brand new line and just added that to my existing like. Instead of my bill dropping for $100m to $65/m, I got charged $165. This happening in January of this year. When I called Telus they informed to return the phone and that they will reimburse me for the charges. The phone was returned on Jan 31st to ****** **** (I have the receipt). I got another bill in February for $165. I was on the phone with them for an hour when the call “dropped” and I had to call again. I spent 2 hours on the phone and still no resolution from Telus. **** ** * ******** ******** ******** ** **** *** **** ***** **** *** **** ***** ******** ********* **** ** ************* 

  Business Response

  Date: 11/03/2024

  Dear BBB, 

  Thank you for forwarding **** *******'s concern. TELUS has been in contact with **** and determined that the issue is the device has not yet been received by TELUS. It is still showing in transit with the courier. An investigation has been launched and will take up to 30 business days to resolve.  TELUS is following up with the client weekly until the investigation is completed and is able to provide a full resolution to the client. 

  Sincerely, 

  Twyla

  TELUS Mobility

• Initial Complaint

  Date:23/02/2024

  Type:Customer Service 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 have requested to be removed from their calling list on numerous occasions and even spoke with supervisors on three occasions who all assured me the calls would stop. I continue to receive calls that wake me, interrupt my work, and in general are a nuisance. All I want is for them to stop calling me for promotional purposes.

  Business Response

  Date: 23/02/2024

  I have contacted the client Annette W. and apologized for the inconvenience caused regarding her account. I mentioned to the client that we have removed her from the marketing preference and also her number has been placed on the DNCL (do not call list). I also offered a service called business call control that filters the incoming calls that she can setup on her profile which she refused. I mentioned to the client that we have also applied special instructions on the account to avoid any representative from calling the client unless the client herself requests it. The client mentioned that she does not want to be contacted by anyone from Telus.

• Initial Complaint

  Date:20/02/2024

  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.

  My father passed away in March 2022. ***** ** *** ****** ** *** ****** ** ** ******** ****** ******** *** *** ****** * **** ***** * ***** *** **** *** **** ** ***** ***** ** *** ******** ** **** ** ******** ** * *** ********** **** *** ***** ** ********** *** ****** ** ****** *** ****** ** *** **** **** *** ****** **** ***** ** ******** * **** *** ********* * **** ****** ** ****** **** * ** *** ************ *** * ****** **** ** *** ** ********* *** ****** ***** ******** ***** *** **** *** **** **** ** ******** ****** ********* 
  
  Prior to this, my step-mother's adult children had been handling the household bank account for some years and they paid the household bills. My father would deposit $1000. per month to pay his portion.
  
  I received a letter in the mail dated January 25, 2024 from a "credit adjuster - *********" for a telus bill: original balance $1375.26 amount owing $2791.57 plus interest! The letter had my father's name and my address.
  
  
  I was POA for my father and later the executor for his will. I paid all of his bills and expenses, moving costs, closed his accounts, transfered funds, etc. I, and his wife's children, sold the house, I collected the mail from the new house owner for six months afterwards to ensure nothing was missed. I never received a Telus bill. If I had, I would have paid it.
  
  My father has been dead for almost two years. *** ****** *** *********** ** ****** ******* ** ***** ** ***** **** ********* ** **** *********** *** **

  Business Response

  Date: 08/03/2024

  TELUS has made 3 phone call attempts to the phone number ###-###-#### on the following days: March 6th, 2024, March 7th, 2024, and March 8th, 2024. TELUS has left voicemails each time with a call back number that the client can use to contact us should they require further assistance with this matter.

  Customer Answer

  Date: 10/03/2024

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

  
  I did return Shawn's call and no one at the number he left could direct me to him. Shawn did not leave a last name on his voicemail message nor did he leave a direct line at which I could contact him. 

  I was told the Telus staff person I spoke with that they did not know who he was and when I asked for his last name they could not provide it. 

  When I asked the Telus person to assist me with the matter, they could not assist me because I am not a Telus customer ** ******* **** * ***** ******** *** **** **** ****** ******. I was then transferred to an "escalated issue" person who also could not help me.  Since both of these people were typing into their computers during my conversations with them, these phone conversations/contacts should be documented in the Telus's system.  

  Telus's issue is with an account of my deceased father.  My father passed away two years ago. His affairs were settled and then more than a year after his affairs were settled, I started getting calls about my Dad - **** ****** ** ** ****** *** * ************* ******* * * ***** **** **** ****** ******* *** ****** ** *** ********** *** the person on the phone would not tell me who they were.  I told them I would not respond to them via the phone.  A few months later, I received the letter from *** ****** in the mail.  
  
  
  
  **** *******

• Initial Complaint

  Date:16/02/2024

  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 been a customer for over 14 years and the problem with the service offered by Telus has always been the same - no signal in the area I live and work in. I am close to the US border in Windsor, ON and mostly of the time I either have no signal at all or I need to turn roaming on in order to get any reception.
  I had numerous call into CS and support - no resolution - I asked for this to be escalated 3 times - no manager or supervisor ever called back.
  They charge me every month (because I'm in a contract) for services they do not supply.

  Business Response

  Date: 07/03/2024

  The client has spoken to TELUS on February 16th and received a $20 credit recurring for 1 year in lieu of the ongoing network issues. No further action is needed from our side as the client has mentioned they accepted the offer.

  Customer Answer

  Date: 07/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this was a minimal solution that the tech support team member was able to offer. I I would like to have the opportunity to speak with someone from management about this but little to no effort was done from Telus to reach out to me  

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

  Business Response

  Date: 12/03/2024

  Hello BBB, 

  Thank you for forwarding the response from ****** ****.  Three attempts have been made to reach the client at ###-###-#### but TELUS has not been successful in connecting with a client. A voicemail has been left each time.  I have included some information regarding the concern that may help provide clarification and resolution. 

  TELUS has reviewed the situation and the client is located within an area of concern.  A trouble ticket was logged for the client and has been added to the tracking for this area.  A site build is planned for this area but there is not a known time frame on this will be completed at this time. The building of this site may improve the service in the client's area but it cannot be guaranteed.  TELUS service terms show that TELUS does not guarantee coverage due to the factors that affect it.  The service terms can be viewed on this page - ****************

  Specifically these sections: 

  Will my TELUS services always work in TELUS coverage areas?

  We monitor our networks to keep them running continuously. However, there are times when TELUS must suspend or restrict the service to maintain, restore or repair the network. Also, to ensure fair network access to all users, TELUS may manage network resources using methods including, but not limited to:

  Allocation of bandwidth, which may limit the availability or speed of data service;

  Filtering for spam and malicious content, which may occasionally result in unintended blocking of inoffensive content; and

  Restricting the network access available to specific transmission protocols.

  
  For a description of TELUS’ network management practices please see **********************.
  In addition, service failures or interruptions can occur due to events beyond TELUS’ reasonable control. These may include:
  Atmospheric conditions (including solar activities);
  Physical obstacles interfering with the transmission of radio signals;
  Limitations on the capacity of the network to carry traffic from all nearby users;
  Technical limitations of the systems of other telecommunications companies or limitations of the interconnection of transmission facilities;
  Defects or failures in network equipment; or
  Emergency or public safety requirements.

  Are there any warranties on my TELUS service?
  
  Since wireless telecommunications are delivered by radio waves, they are subject to factors that cannot reasonably be controlled. For this reason, TELUS does not guarantee timely, secure, error-free or uninterrupted service or that you will always receive your messages or data. To the extent permitted by law, legal warranties and conditions (implied or statutory) do not apply to the service.
  

  TELUS has provided the client with a goodwill credit of $20 per month ($17.70 + tax) x 12 months as a courtesy due to the service issues encountered. The client mentions having to pay a certain amount due to having a contract with TELUS Mobility. The contract is based on the financing of the device. ****** does have the option of paying out the remaining financing on the device if they prefer. Then they are free to go with any rate plan that meets their needs or if a different carrier in their area has better network coverage, they can make that change as well.  The client has mentioned needing to turn roaming on to have better service. I would encourage them to do so, their plan does cover for US roaming at no additional cost.  There is areas along the border where the US coverage is better and this may resolve the coverage concern that ****** has. 

  Sincerely, 

  Twyla

  TELUS Mobility
  

  Customer Answer

  Date: 21/03/2024

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

   

  unfortunately I was traveling for business during the times Telus tried to contact me. Since I was in a time zone 6 hours behind I was unable to get the phone. I did receive all 3 voicemails but there was no callback number. 
  I’d still like to have a conversation with Telus - and I’m back home now - should be easier to connect.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 01/04/2024

  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,
  Twyla

  TELUS Mobility

  Customer Answer

  Date: 02/04/2024

  
  
  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:31/01/2024

  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.

  As a TELUS customer, TELUS reached out to us with a great mobility plan/promotion. We accepted the offer and added another line to the account, 4 lines total. Was told that we would be receiving no activation fees, and 80 GIGS of data for $35/mo for bundling HOME/MOBILITY. After the first month i had receive a bill for over $300. I called to find out why and was constantly shipped around to different departments and teams to try to rectify this. No one could help. Was told that i would receive a call back on a Saturday from two different employees regarding this and no one called. I have spent countless hour on the phone with them to have nothing done to help. ***** **** * **** ***** ** ** ******* ******** *** **** ***** ** **** **** ****** *** * ***** *** *** **** **** ****** **** *** ******** ********** **** ***** ***** ***** **** **** ** ***** They have now sent the file to collections over $400 that i had slowly been paying off.
  
  * ***** **** *** *** ** *** *** ****** *** **** *** ***** **** * ***** **** ** ** ***** ********* ** * **** ********* ** ** ***** **** ****** ** *** ******* ** ******* **** ****  We have asked them rapidity to cancel the home account services and still they have not, **** **** ** *********** ** ** ** but now the bill up over $1000 and still they wont shut it down even after telling them to cancel and no longer using any services and sent back their equipment.
  
  What else can i do?

  Business Response

  Date: 06/02/2024

  Dear Better Business Bureau, 

  We have contacted the client in attempts to resolve her issue however the client answered and said to just continue with the collections and that it is fine. 

   

  Sincerely, 

  Mobility Resolutions 

  Customer Answer

  Date: 06/02/2024

  
  
  Complaint: ********
  
  
  
  I am not rejecting!
  

  I need a call back from Telus. I *** ** *  ***** *** didn't realize what the conversation was regarding. When I saw Telus calling I figured they wanted the amount owing and that is why I replied to continue with the collection. 

  After the call was over, replaying what was said I realized my mistake and tried to contact him back with no luck.

  I apologize and would really appreciate a call after 530 annu day if possible.

  Thanks

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

• Initial Complaint

  Date:04/01/2024

  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.

  A door to door salesman from Telus approached me and asked if I was interested in a cell phone plan. I said no, he asked me how much I was paying for cell and I said 90$ through ******. He said he could get me one for 80$ and that I didn’t need to decide that day and he could just leave a sim card with me and I could set it up myself if I change my mind and I wouldn’t be charged. All I needed to do was give him my drivers licence info, email address, and say my name into a voice recorder so I agreed.
  
  I checked online and it turned out that with the additional fees Telus costed more than ****** so I never set it up or put in the sim card.
  
  A month later I saw a bill from Telus in my email which I thought was odd so I called Telus immediately and told them what had happened, and to cancel my account with Telus since I never set one up, had no products with them, and never agreed to sign up for their product. They assured me it must just be a bug in the system and advised me to just ignore the email, and to not input my ********** information so I wouldn’t be billed by accident.
  
  A months pass and I get another email, this time shows multiple bills from Telus. I call again and asked to speak to a manager. They ensured my account would be deleted and I wouldn’t be billed.
  
  A few more months pass and I get a letter in the mail from a debt collecting agency saying I had debt outstanding to Telus. I called them and explained the situation, they said not to worry it would be taken care of and I wouldn’t have to pay anything.
  
  Later that year I decide to buy a truck and it says Telus debt is affecting my credit score increasing my interest rates. So now I’m stuck paying a higher interest rate on my vehicle.
  
  Now today, Dec 28th, 2023. I got an email where Telus is threatening to sue me if I don’t pay a settlement of $383.05. If I don’t accept they will sue me for $589.30 + legal fees. This is a shakedown and I need help.
  
  Thanks,
  ****

  Business Response

  Date: 05/01/2024

  Dear Better Business Bureau, 

  We have contacted the client the and advised the client the account balance has been put to $0 and a credit bureau amendment has been complete.  Creditors will see the update to the client's credit file within 10 business days, however it may take up to 30 days for the client to view the changes. This matter is now considered closed by the office.

   

  Sincerely,

  Mobility Resolutions 

  Customer Answer

  Date: 05/01/2024

  
  
  Complaint: ********
  

  Thankyou for canceling my account and fixing my credit score.

  Unfortunately the negative impact to my credit score affected my interest rate for a purchase I made on a vehicle this summer.

  I have also had to lose days of time to have this resolved, waiting for multiple hours on hold to speak to Telus representatives.
  
  Additionally there has been significant stress caused by being targeted by the collection agency and lawyers threatening to sue me from the Law Firm Telus hired.

  For me to accept a resolutions I have two conditions.

  1. Be financially compensated for the higher interest rate this has caused, time lost, *** *******
  

  2. Make changes to their systems to prevent this from happening to people in the future. Only with great effort and persistence was I able to have Telus acknowledge my account was created fraudulently and correct it. Talking to Telus representatives I was informed this wasn't an uncommon situation. For many vulnerable people they would not have the time and energy to have this fixed and would have had to pay Telus a significant amount for something they didn't use or even sign up for. I believe Telus should stop ********* door to door sales techniques, including creating accounts for people without their knowledge or consent. Additionally changes should make to make it easier for people to contact Telus support team to correct account issues or billing errors as it can take multiple hours of hold time which is a significant barrier to these services. Lastly there needs to be better communication within Telus. I talked to 6 Telus agents over the course of the last year, all of whom assured me they had resolved my issue when it was not.

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

  Business Response

  Date: 05/01/2024

  Dear Better Business Bureau, 
  
  We have advised the client then when an account is activated, the client will receive an email of the contract immediately. In addition the client is sent monthly bill notifications  showing if there is a balance owing on the account. This information is provided to the client so the client is fully informed of their account. Before any account is sent to a collection agency, an emails is sent to the client advising the client as TELUS wants to provide the client with the opportunities to resolve any possible concerns. At this time TELUS has several measures in place to inform clients of their account activity. TELUS does not provide compensation for the time spent by a client to have their concerns resolved however we do appreciate the clients feedback. 

  Sincerely, 

  Mobility Resolutions 

  Business Response

  Date: 22/01/2024

  Dear Better Business Bureau, 

  We have tried contacting the client to see if he had an additional questions that needs to be answered from our previous conversation however the call back number provided ###-###-####  is not in service.

   

  Sincerely, 

  Mobility Resolutions

  Customer Answer

  Date: 29/01/2024

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

  ###-###-#### is my primary number that I use every day. Telus has contacted me through this number in the past. They also have my email address. Saying they can't contact me is deliberately wasting time. 

  *********@*******.com

   

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

  Business Response

  Date: 08/02/2024

  Dear Better Business Bureau, 

  We have contacted the client to see if they have an additional concerns beyond what was already discussed. The client is still seeking compensation. Advised as per out previous conversation, compensation would not be provided. Advised TELUS has completed the credit bureau amendment.

   

  Sincerely, 

  Mobility Resolution 

• Initial Complaint

  Date:22/12/2023

  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 recently switched 2 phones from telus to ****** and cancelled our contract with telus with 4 months left on our contract. Based on conversations with telus when signing the contract I did expect to pay for my phones upon switching providers. The amount left on each phone is $430 and i expected to pay that amount.
  
  The issue is telus added an extra charge for the amount of $252 for "Termination Liability Charge", which was never discussed. I understand some carriers charge you $20/month for remainder of terms, however, we only had 3 months left.

  Business Response

  Date: 27/12/2023

  Dear BBB Administrator,

  Thank you for forwarding this complaint to our offices.

  Upon further review we have explained the customer service agreement that was signed by *********. The charges are in fact valid and will have to be paid, otherwise, the client's credit will be impacted negatively. 

  Also, the client was also call forwarding during their time which resulted their billing being inconsistent. 

  Thank you and happy holidays.

  Best Regards,

  Telus mobility.

  Customer Answer

  Date: 27/12/2023

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

  At no time did any sales rep advise us of the charges that equated to $540 (or $42.00 per phone for remaining months). It is my understanding that under the telecommunications act  that as long as a customer has satisfied two years, even if they are to renew, that no charges can be applied afterward  for termination of contract. Our original contract was in 2019 or 2020.
  

  I only accept having to pay for the remainder of the device balances as we decided to keep them. 
  
  

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

  Business Response

  Date: 08/01/2024

  Dear BBB administrator, 

   

  Again, the charges are in fact valid, and a contract was signed at the time. 

  Please review the CSA that was signed as all the information regarding these charges are clear. 

  Thank you

  Best Regards,

  Dino

  Business Response

  Date: 17/01/2024

  Hello BBB Administrator,

  The Client Service Agreement is available online in the self serve portal for the client to view.

  It is impossible for any dealer, especially a ***** store, to allow a client to walk out of their stores with a brand new devices and no signature.

  We hope all parties can understand this better now.

  Best Regards,

  Escalations Team

  Customer Answer

  Date: 22/01/2024

  
  
  Complaint: ********
  
  
  I am rejecting this response because: Upon cancelling my TELUS phone account, TELUS effectively terminated my access. The dispute is not in relation to the device balance charge.

  This dispute is for the charges issued by TELUS for what they deem an early cancellation for the remaining months. As I have been with TELUS for over 3 years; these charges are not accepted based on the telecommunications act. 

  If TELUS says these charges are because of some loyalty program then that information was not relayed when purchasing the new phones. A further inquiry should be held with their marketing practice and what information is being told to customers. 

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

  Business Response

  Date: 27/01/2024

  Dear BBB Administrator,

  Thank you for forwarding the client's response to our offices.

  We would like to thank the client for their feedback on the matter.

  This issue is now closed by our offices.

  Warm Regards,

  Telus Mobility

  Customer Answer

  Date: 31/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they cannot provide a signed contract
  
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 04/02/2024

  Dear BBB Administrator,

  Thank you for forwarding the client's response to our offices.

  The client verbally agreed to a contract on 06/07/2022. 

  The client had 30 days to return the phone and to reverse the contract. They did not.

  The client could have called in to contest their invoices since they didn't agree to agreeing to our contract, they did not.

  The client continued to use our services all while paying their invoices on a monthly basis. 

  Again, all charges are legitimate and will continue to close this case as resolved. 

  The amount was also paid in full and we are happy to report that the account is closed successfully.

   

  Best Regards,

   

  Telus Mobility

  Customer Answer

  Date: 07/02/2024

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

  The remaining balance for the phones was $850 and the business charged my credit card $1267. 

  
  The business used deceptive marketing regarding initial credits to get us to switch providers and cannot provide a contract to justify the additional charges.

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

• Initial Complaint

  Date:18/12/2023

  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 on with telus mobility and started monitoring my data usage and call history in the telus mobility app, i noticed right away that the usage history shown didnt match what i was using indicating somthing was leaking data unauthorized. most modern mobile phones have a built in data monitor that shows an accurate description of data used, my telus mobility app always showed more data used than my ****** did, technical support couldnt explain and i was forced to notify Fraud Agency for fear of having a hacked account or phone number. Telus never resolved this issue and id like to know why i was being billed for mare data than i was using, if maybe someone had a piggy back on my account or some other fraudulent application installed although all my phone apps came from ***** *****. id like an explanation of why my data usage was unaccounted for so i know if i have to worry about fraudulent piracy, or if my personal information was compromised.

  Business Response

  Date: 27/12/2023

  Dear BBB Administrator, 

   

  Thank you for forwarding the client's concerns to our team.

  Sadly, we will be forced to close this case.

  The reason is the following:

  The client's email does not exist in our database and secondly, the number provided is the number for the ********* ****.

  We will now ask the client to call in and discuss the matter with the escalations team.

  Thank you and happy holidays.

  Warm Regards,

  Telus Mobility

  Customer Answer

  Date: 28/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they rejected my the phone number I used as a landline contact for on the complaint not knowing that they wanted to use the number to access my personal records, the telephone numbers attached to my Telus file are ###-###-#### and ###-###-#### the numbers are no longer active and they cannot reach me at either, my previous email address is ************@*****.com and ********************@*****.com, I longer have access too either I was a victim of identity theft and the email accounts were locked out, please have them contact me my new current email address, or leave a message at the current ###-###-#### phone number and I will call back, i would prefer email contact for ease of access, please attempt to reopen my file in order to resolve the complaint, thanks,  
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:08/12/2023

  Type:Sales and Advertising 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.

  ISSUE 1
  Account: 41168845
  
  August 2023 TELUS agent named Angelo A. email solicited me with a special offer of 4 phone lines CAN-US Roaming Plan with 4 free ****** ***** phones [no buy back & owned after 2 year term] Total discounts came out to a total of $120 a month ($30 per line). Tablet line for $10 a month data SIM Was added. The total cost should be $130 a month + HST = $146.90
  
  ISSUE 2
  Account number: ********* 1
  
  The TELUS rep told me that I had to sign up for TELUS Business Wi-Fi Access Point $15.00 in order to get extra cell phone discounts. The initial emailed deal confirmation as he said was $15 a month with a $15 a month credit so this is free.
  
  This is not the case and I am being billed for it on a 3 year term!!! I am unpleased with Telus and intend to leave after the 2 year period. The WiFI is supposed to be free with a matching credit for 3 years. I was forced to take this place to get a cell phone deal; I have not used the service and it was still never properly installed since August. I spent 8-12 hours on the phone with Telus with different reps to resolve this with no results.
  
  --------------------------
  OVERALL
  
  Telus has been a horrible life experience and the worst phone provider I have ever used. ******* * **** ****** had better signal in my area. I filed numerous signal complaints in my area and nothing was done.
  
  I have spent hours on the phone trying to solve this. Many reps answering calls don't communicate poorly in English & appear untrained/uncertain. I have no follow up. Employees pass you off to another department that refuses to help and disconnects or send you somewhere else.
  
  The agreements also specified we would own the phone out right after 2 years, when the papers were sent it shows $ 120 Buy Back (Not true) to make it worse the rep started my bill cycle at month end so I had to pay huge fees + activation and was told there is no discounts for a partial month. I also had to fight to correct this.

  Business Response

  Date: 08/01/2024

  This complaint has been resolved and confirmed with the client.

• Initial Complaint

  Date:01/12/2023

  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 ordered two cell phones with plans, but I returned them within the same month. The return team took almost two weeks to initiate the return process. I never even used the cellphones or the plans data. I’m now getting charged money for those plans for days that the phones should already have been returned. Furthermore like I previously stated I never used any of the data or cellular. I really doubt I should be paying that much money given all that I’ve stated. This is concerning order # ********* and # *********.

  Business Response

  Date: 15/12/2023

  Dear Better Business Bureau, 

  We have tried contacting the client on 3 different occasions however we were unsuccessful in reaching him. The client's has been canceled and the balance adjusted to $0. The client has been refunded any charges that were paid upfront. Nothing is required to be paid by the client. 

  Sincerely, 

  Mobility Resolutions