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

  10-100 Trainyards Drive Ottawa, ON K1G 3S2

• 

  Telus

  1680 Richmond St. London, ON N6G 3Y9

• 

  Telus

  1680 Richmond Street London, ON N6G 3Y9

• 

  Telus

  3100 Howard Avenue Windsor, ON N8X 3Y8

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:30/11/2023

  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.

  Dear Better Business Bureau,
  
  I hope this email finds you well. I am writing to express my extreme dissatisfaction with the customer service provided by TELUS, an issue that has caused me significant distress and financial repercussions.
  
  Recently, my wallet was stolen, resulting in the compromise of all my accounts. This situation was reported to the authorities, causing immense stress as I lost not only all my identification documents but also a considerable amount of money. Unfortunately, amidst this chaos, I inadvertently missed a pre-authorized credit card payment set up for my TELUS mobile service.
  
  Despite my over two years of loyal association with TELUS and the extenuating circumstances surrounding the missed payment due to the theft incident, I received no resolution or understanding from their customer service team. To my shock, TELUS reported this missed payment to the credit agency, resulting in a loss of over 100 points on my credit score.
  
  I want to emphasize that I have always been diligent with my payments and have promptly cleared the outstanding amount owed to TELUS. However, their lack of empathy and failure to assist me during this distressing time has been deeply disappointing. Their actions have unfairly impacted my credit score, something that I've diligently maintained.
  
  I implore your assistance in escalating this matter to TELUS and ensuring that they rectify the damage caused to my credit score. My intention was never to neglect payment, and I have already taken steps to clear the overdue amount owed to TELUS.
  
  I kindly request your intervention to help resolve this situation and seek appropriate compensation for the unjustifiable damage caused to my credit history. Your attention to this matter would be greatly appreciated.
  
  Thank you for your prompt assistance in this urgent matter.
  
  Sincerely,
  ***** ***** ************

  Business Response

  Date: 11/12/2023

  Dear BBB,

  Thank you for bringing ***** ******* concern to our attention. This correspondence is intended to address and resolve this issue.

  The customer wanted to
  fix his credit report due to 2 late payments being report, I explained to
  the customer that unfortunately we did notify him via email about the late
  payment, considering the reporting was factual we would not be able to have any
  corrective measures applied to the credit bureau, the customer can however
  communicate with the credit bureau and ask to join a narrative report to
  explain the situation and exceptional circumstances and cause for the late
  payments. 
  

  I also offered a
  goodwill credit of 50$ to the customer as a token for the situation and his
  trouble.
  The case is now
  resolved. 
  
  Thank you
  
  ******

• Initial Complaint

  Date:10/11/2023

  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 called on Nov 8 and spoke to 5 agents and NO one can help me. * ******** ********* ***** ******** ********
  
  This seems to be the issue every time I try to call Telus. I am now emailing to complain as no one can help me via phone..
  
  Account ******** shouldn't NOT be under my name. I have an active account and not sure how this even happened to begin with. It has now gone to collections and NO one ever called me to get final payment or even try to get the cell phone back if it was truly under my name!
  My credit is now ruined due to this. ** *** ********* ** **** ****** *** *** ******** ** ***** At the vary least remove it from collections under my name.

  Business Response

  Date: 17/11/2023

  Dear BBB Administrator,
  
  Thank you for bringing this customer's concern to our attention. This correspondence is intended to address this issue.
  
  
  The client originally had the account under her name. She stated that she requested the account to be transferred into another individual's name in February 2022. However, the transfer was not completed successfully, and the account remained under the client's name. Over the year, multiple emails and text messages were sent to the client, notifying them of the outstanding balance on the account. Unfortunately, due to non-payment, the account was eventually canceled and subsequently sent to a collection agent. Based on the accurate reporting of these events, a credit bureau amendment is not warranted and the client remains responsible for the charges.
  
  
  Sincerely,
  TELUS Resolution Team
  
  

  Customer Answer

  Date: 17/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is not true. I asked the Telus rep to cancel the account once she said **** was successfully changed on the account she cancelled it. It may have been behind on payments but that was not my responsibility as it was supposed to be under ****’s name and not mine.
  

  I have active accounts with Telus and this never should have happened to begin with. *** ** ****** ** ****** *** ** ***** 
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair 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.

  * ********* ***** *** ************ *** *** **** *** ***** ***** ** ***** ***** ***** ****** Repetitive blocking these annoying calls (which I never answer) has been unsuccessful. Different numbers always popp up. I do not know what this ***** group wants: I do not owe money to anyone. My number (*** *** ****) is confidential and only known to my family members. Telus customer service equals ZERO. No accessible ***** *** *********** ways to reach them: I gave up! I don't know what to do except to cancel my actual annual plan or not to renew it next year, the simpliest thing to do, ** * ***** **** *** ********* * ***** **** ** **** **** ***** ******** ***** *** *** **** ******** *****

  Business Response

  Date: 20/11/2023

  Dear BBB, 

  Thankyou bringing this clients concern to our attention.

  We have made several attempts, however, we have been unsuccessful to get in contact with the client.

  Please have the client provide us with an alternate number or inform us of the best time to call. 

  Best regards, 

  TELUS Mobility 

  Customer Answer

  Date: 28/11/2023

  I have been surprised to hear that Telus tried unsuccessfully to contact me. I had assumed they had my land phone number *** *** ****. I never answer my cell phone ***** **** ****** * ********* ******** ******** *** ******* ** ******** **** **********

  **** ***** the best time to reach me on my LAND PHONE is lunch time and at the end of the day. All I ask Telus is to stop the 2-3x daily *********** since many years, particularly from *** ***** *****. I do not intend to renew my plan if this ********** problem persists.

• Initial Complaint

  Date:31/10/2023

  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.

  So we were without service the entire day. Not data, no text, no service just SOS. I contacted Telus to be on chat with a virtual assistant. The virtual assistant kept offering a call back. Which I found so frustrating because I had no service how was I suppose to take a call back. It was a non productive day as I had no service. The company did not even offer compensation, no acknowledgement of how this could have affected the customer they serve.

  Business Response

  Date: 06/11/2023

  Dear BBB, 

  Thank you for bringing this clients concern to our attention. 

  The clients issue was caused because of a port in request. TELUS did not cause any interruption of his service. 

  Also, TELUS does not offer any compensation. 

  The port in was completed on 10-31-2023 and the client has full use of the service. 

  Best regards, 

  TELUS Mobility 

  Customer Answer

  Date: 14/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am talking about the service to my phone number **********. The complaint was for Oct 27 2023. Telus is talking about another day. They are being ********* and obviously if they checked on their repair dates they would know I speak the truth about the service disruption. They may want to look back and acknowledge that I am right. 
  
  
  
  Sincerely,
  
  
  
  ****** ************

  Business Response

  Date: 24/11/2023

  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 3 times however we have not been able to reach to the customer. 
  Should the customer wish to discuss further regarding any outstanding issues they are experiencing, they can contact our TELUS Client Care team at 1-866-558-2273. 

  Sincerely,

  Mobility Resolutions 

  
  

  Customer Answer

  Date: 28/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I work storing the day and cannot receive calls at work and Telus had called me 3 times yes but during school hours. I would like to be credited for my service for the entire day in my 3 devices. Now a days most people do not have home phones and this put us in an u safe situation with no phones. It is not a lot to ask for.

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

  Business Response

  Date: 07/12/2023

  Dear Better Business Bureau,

  
  Thank
  you for bringing ****** ************ concern to our attention. This
  correspondence is intended to update you on this matter.

   We have tried contacting the client multiple times with no success. The client is requesting we provide her with a credit for 3 days worth of service as she experienced an outage. The clients base rate for the plan is $160 per month plus tax. 3 days worth of service would amount to $16 plus tax for a total of $18.08. We have made an exception to provide a credit of $50 to the client's account. The account can see this by logging into her online account. This a onetime exception and a gesture of goodwill. As per the service terns, TELUS is not able to guarantee service availability and compensation is not provided. If the client needs further assistance at this point. She is able to call customer service at1-866-558-2273. 

  Customer Answer

  Date: 13/12/2023

  
  
  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:24/10/2023

  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 signed up with Telus after being contacted by ******** on august 13. I ported 2 Numbers where was promised bill credits and my first bill to be $40 with all the credits. I got a credit alert from ******* which advised Telus did a credit check which surprised me as I never consented to one but what mostly caught my attention is that I owed $160 to Telus. I reached out to the account manager (********) but to no avail until I ported out to **** as they gave me a better plan. ******** reached out to me to ask why I ported out, I told him it was because I did not receive the promised an amount. I asked ******** what would be the last bill and how can I pay it, ******** informed me I will get an email final bill with all the corrections. I lost my access to the Telus app and was not longer able to log in since I ported out before the first billing cycle and relied on what the agent told me. A few days ago I noticed a credit bureau alert and when I checked Telus marked I missed a payment even though I never got a bill no first or last bill which the agent told me I would get and I did receive an email when I closed the account advising I will get a final bill. I contacted Telus and had to escalate to ********* **** who provided me with a $120 credit and told me that she will attempt to send a request to get a credit bureau amendment. Case # ********, acct # ********. It got escalated to ***** ******* who said bills are not mandatory and they are a courtesy and that even though I contacted Telus numerous times and was provided the wrong information it was my fault and that he will send a credit bureau amendment request but he can guarantee it will declined. ***** was extremely rude and even told me to go to the better business bureau, ccts and crtc and it won’t change anything and told me in a *********** way if I doesn’t pay the remainder of the bill it will further affect the bill. I paid the bill and request that they amend the credit bureau which they declined to do.

  Business Response

  Date: 31/10/2023

  Dear BBB, 

  Thank you for bringing this clients concern to our attention. 

  We have submitted a request to remove the TELUS Mobility tradeline from the clients credit report, which can take up to 30 days before its updated. 

  In regards to the credit check, unfortunately, the client accepted it by agreeing on the customer service agreement, therefore, cannot be removed. 

  Best regards, 

  TELUS Mobility 

   

• Initial Complaint

  Date:23/10/2023

  Type:Service or Repair 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.

  Friday October 20th:
  Around 3pm I went to Telus Koodoo on ********* *****. The person there looked up my account and told me I had ********* insurance (not telus/*******) and to go to ****** ***** to get my phone fixed.
  I went to ***** ***** and they told me to make an appointment and go to the ***** *****.
  Went home, made the ***** apt, drove to a different city to go to the nearest ***** store waited for 1.5 hours to be told I don’t have ***** care and to go back to Telus.
  I went to Telus Koodoo in the mall, they told me I HAVE TELUS INSURANCE NOT ********* and to go back to ****** *****, which is now closed.
  
  Saturday October 21st:
  Around 10am I go to ****** *****. They tell me I have to submit an insurance request online before it can be repaired under insurance.
  I go home and submit a request.
  I drive to a relatives home in a different city so I can use a phone. I call *******. I am told my claim will be processed within 24 hrs. I asked “do you work Sundays” she said yes and for sure I will get a response by 10am Sunday.
  
  Sunday October 22nd:
  ******* is closed on Sundays. Telus business support is also closed on Sundays. THIS IS NOT WHAT I WAS TOLD BY *******.
  I drive to ****** *****, at this point I have lost 3 days worth of income, as weekends are the busiest for my small business. I am prepared to just pay out of pocket to get my phone because this has been an absolutely ridiculous process.
  The person at ****** ***** tells me he doesn’t know how to repair ******* and to come back on Monday because someone will be there who does.
  
  If I had known this is what it would be like with Telus/******* I most definitely would not be paying for this service. I have been a business customer for 6 years, and I also pay for Telus internet. I always pay my bills on time and have been a very loyal Telus customer. I need this to be resolved as soon as possible. This is terrible practice for a company that preaches how they help small businesses.

  Business Response

  Date: 06/11/2023

  Customer was contacted on October 31st regarding difficulty placing a repair through what client assumed was ***** care. Confirmation of extended warranty from TELUS was DCC. In this case client did not want this warranty and requesting to have the feature removed. Removal of feature and credit applied to account from time contract date. Total credit provided $60. 

• Initial Complaint

  Date:19/10/2023

  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.

  Hi there,
  
  This complaint concerns my line, ###-###-#### ( Account *******), under my account in the name of ****** **** (my wife).
  
  * **** **** * ****** ** ***** ******** ***** **** *** ***** *** ****** **** ***** * ***** ********* ** **** * **** ****** Also, I have trusted Telus with my **** Credit Card for monthly payments. The issue is that my Credit Card expired, and I was never notified that I needed to update the website. Because of that, two bill payments didn't go through, and that destroyed my Credit Score, which went from 849 to 735 due to a debt of $102.00.
  
  Telus claims they send text notifications to the line ###-###-####, but I checked the phone with my wife and confirmed that she only got a text notification today, two months after the late payment. The other texts she got from Telus were about data usage and did not mention the Credit Card expiry date. Coincidently, I also got an email from Telus today, or two months too late, advising me of the late payment.
  
  Telus always sends me spam emails and texts and makes unsolicited phone calls but fails to advise me about the Credit Card expiration date. ** **** ******* ****** * ** ***** ** ******** * *** **** *** *** ****** **** * **** ********* *** **** ***** ** ******* ************ ******* ** ********* ** ******* ** *** *******  I made a $156.63 payment to Telus regarding the two months of "past due" bills and the one coming up soon using Online Banking yesterday, Oct 17th, when I found out the bill payments weren't processed.
  
  *********** ********* * * ** ********** ****** ***** * * ***** ******** *** ********** ******* ****** * * ******* ***** **** **** ******* ***** * **** ********* ***** ****** ******* ***** * * ******* ***** **** ***** **** ******* ** ** ****** ****** ***** ****** ******* ***** ***** **** **** ******** *** ******************** ###-###-####

  Business Response

  Date: 23/10/2023

  Dear BBB, 

  Thank you for bringing this clients concern to our attention. 

  We have communicated with the client and advised the validity of the late credit reporting. The clients credit card expired July 2023 and did not change it in time. 

  We sent out sms notifications on July 1st, July 15th and July 26th. We also sent out e-bill notification by sms to remind of bill payments. 

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

  We have provided all pertinent information. 

  Best regards, 

  TELUS Mobility 

  Customer Answer

  Date: 23/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Telus claims to have sent three
  texts to my wife's number, ###-###-####, advising of the late payment,
  but she says she did not get any. We checked her phone together and only
  saw notifications about data usage. ****** ***** **** * ** *** ****** ************** ** ********** *** ********* ** * **** **** * ****** **** **** *** *** ***** ******* * ****** **** ******** ****** *** **** ** ****** **** ********** **** *** *** **** ******** ********** ***** **** * **** ************** *** ** ********* *********** ** **** ** ****** ***** *** *** ***** ***** ********* *** 
  
  As
  the account owner, I never got an email notification to let me know
  about the problem, except on Oct 18th, when I had already missed two
  payments and was about to miss the third. Had Telus sent me an email 15
  or even 30 days after I had missed the first payment, I would have immediately
  jumped on it to fix it. *** *** ***** *********** **** **** ****** *** ***** *** ***** *********** ***** ***** ** **** *** ******** *** ****** **** ********* ************ ****** ** *** ********

  ** ** **** **** **** Telus and any other Telecommunication company should
  ** ******** ** send automated email notifications - NOT text messages -
  related to Credit Card expiration dates and late payments before it can
  negatively affect their clients' Credit Rates. ********** ** ******* ********* *** **** ******* *** *** ** ****** ************ ********** ** ***** ************ **** ******** *** ******** ************* ******* **** ** ****** **** ******* ***. The fact is that automated email
  notification is common to most businesses that provide their clients
  with pre-authorized payment options. This measure should not be
  considered a negative point against their clients or imply they don't
  take responsibility for their finances. *** **** ** **** ****** *** *** ***** ** *** ** **** **** * *** * *** *** * *** ****** ****  ** ***** * ********* ****** ** ***** **** *** *** ******** ***** These corporations
  also have the option to utilise an Automated Updater Service that takes
  care of automatically updating Credit Card expiration dates for their
  clients. In fact, three of my accounts were updated in that manner.

  **** ***** ** ******* ** ****** ******** *** *** ***** *** *** ** ** ******** *** ****** ** ***** ** ******* *** ** ** ***** *** ********** ****** ****** *  ***** **** ** **** ** ********* ******* ** ***** ********* *** **** *********** *** ********** *** ****************** ********** ** **********
  
  Yours, sincerely

  **** ***** ******** ***
  ###-###-####
  
  

  Business Response

  Date: 24/10/2023

  Dear BBB, 

  Thank you for forwarding us the clients reply. 

  We have advised the client that credit amended it not warranted as it was not a TELUS Error. 

  Our decision is firm and final. 

  Best regards, 

  TELUS Mobility 

  Customer Answer

  Date: 26/10/2023

  
  
  Complaint: ********
  
  
  As I explained before I reject this response because, as the owner of the account, I never received any notification about my **** expiration date. The only email I received from Telus was after the payment was missed twice. Any SMS sent went to the phone in possession of my wife - ###-###-#### - none was directed to my phone number - ###-###-####. If nothing else can be done, please close the complaint with a note that I reject the response because of the facts I stated above.

  Thank you.
  
  
  
  **** ******** ***

• Initial Complaint

  Date:16/10/2023

  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 have spoken to Telus multiple times informing them of my medical and financial situation and listlessly like nothing was done to really help me. * ****** ******** **** ** ** ******** *** **** * *** **** ****** *** **** ** **** ** *** *********** ** ****** *** *** ***** *** ************* *********. I can no longer afford to pay the $1000 of dollars they were asking for. At the same time I was trying to return a tablet my son had which we couldn’t use because none of the apps worked properly and the way I got it still seemed sketchy the line wasn’t clear and I thought it was a scammer telling me I’m getting a free tablet like sure go ahead and send it. Anyways we got it but it didn’t even work properly and a request was made to return it within 30 days. And they never sent the return label in the mail. I call again to see what up and since it’s past 30days they won’t send it again and oh whoops it was sent my email not mail. Like seriously? Anywho as my financial situation decreases I look to get a better deal. The internet provider I’m with offered me that and Telus couldn’t do that for me. I explained to them my situation and sadly that I will go with ****. This was all on the phone and none of them told me I had to pay off the whole phone right away and that I can’t return the phone if I did this. If someone had been honest with me I would honestly weighed my options. **** ** **** ** ****** ****** ****** ******** *** * *** ********* ** ******** ****** ** ** **** *** * ******** ** ********** ******* *** ***** ** ******* ***** and trying to pay all these people off and Telus so unreasonable they’re asking me to pay $1000+ within 30days or it goes to collections. **** **** ******* ** ** ******* ***** ******* * **** **** ** ***** *** **** ***** ***** **** ******* *** **** ****** ***** ***** **** **** **** **** ******** ** ***** * **** ***** ********* ** ** ******* ** * ***** ***** *** **** ******* ***** ** *** *** *** ****** **** ***** **** ***** **** *** **** ****

  Business Response

  Date: 18/10/2023

  Dear BBB,
  
  Thank you for bringing ****** ******** concern to our attention. This correspondence is intended to address and resolve this issue.
  
  On behalf of TELUS, we have apologized to ****** for any inconvenience she experienced as a result of this issue. We have explained to the client the reason why her account was referred to a collection agency. collection agency contact and operation hours: 
  
  ********* ******** * ******** ***
  Monday to Friday: 9am - 5pm EST
  Saturday and Sunday: Closed
  **************
  
  Thank you for the opportunity to address ****** ******** concern.  We have confirmed the issue has been addressed effectively.
  
  Sincerely,
  
  *****
  TELUS Escalation Team

  Customer Answer

  Date: 18/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Telus has not actually offered me any effective care on their part. When covid  came along they were so happy to help. But they only cared to continue enlarge their pockets. **** **** ******** ** ** ******* ********* *** ************ ** *** *** **** ******* ****** ** ***** Which they were aware was not possible for me. No appropriate solution was given to my situation. No advisement of account closure was provided to me either. No call, no mail. Nothing. I want the late payments expunged the collections amounts removed. Telus knew what I was going through and failed to provide the care they offered so many. **** ** *** **** ***** *** **** *** ***** *** ** **** ****** ***
   
  
  Sincerely,
  
  
  
  ******h Bailey

  Business Response

  Date: 23/10/2023

  Dear BBB, 

  Thank you for forwarding the reply. 

  Telus Mobility has already discussed this matter with the client and regardless if the client rejects our response, our decision is final. 

  Best regard,

  Telus Mobility 

• Initial Complaint

  Date:06/10/2023

  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.

  October, 5th 2023
  Amount paid to ****** ******** ****  ( Telus)
  $372.20
  I went in to purchase two new phone plans and was charged extra fees.
  I bought two phone case protectors
  One at $65.00 and another one at
  $35.00. Two glass protectors are $30.00 each.
  So my Bill came to $372.20 minus the $160.00 for the phone cases and screen protectors. Which means I got charged an extra $212.20. I have no idea what I have been charged and they won't disclose any information. They kept saying that their system was new and acting up. I phoned the Telus support line and asked if they maybe charge me for a connection fee of $120.00. But the tech told me that if they did charge the connection fee it would have been noted in my file. Also in the agreement form, it says the the connection fee would appear on my next bill. That being said if they did charge me a connection fee of $120.00, I still have a $92.00 charge. Also, I will be charged another $120.00 connection fee when my bill comes, being that it was never noted. I have been with Telus for many many years and I feel so taken advantage of. I don't make a good income like I once did so my money is very tight and to be shorted an extra 200 plus is very hard on me.

  Business Response

  Date: 21/10/2023

  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 3 different occasions however there has been no answer. 
  Should the customer wish to discuss further regarding any outstanding issues they are experiencing, they can contact our TELUS Client Care team at 1-866-558-2273. 

  Sincerely,

  Mobility Resolutions

• Initial Complaint

  Date:15/09/2023

  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 got some cell lines for our kids as $10/month per line. but there some Data charge once every few month, but our cell phone been already disable the data use on all of those phones. called Telus each time are long time waiting and keep transfer to difference departments each time. Non one of them can able to help.
  No other department or person can be reach, no email address can be reach. Whats the Canadian business to our peoples and communities.

  Business Response

  Date: 22/09/2023

  Dear BBB, 

  Thank you for bringing this clients concern to our attention. 

  TELUS Mobility has provided the client with the data credit on last invoice, also added data block on one of the numbers. 

  TELUS Mobility also advised client that they can manage the data on their online account. 

  Client accepted the credit and explanation. 

  TELUS Mobility considers this matter as resolved. 

   

  Best regards, 

  TELUS Mobility