Complaints

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

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Telus Mobility

  1600 - 200 Consilium Pl Scarborough, ON M1H 3J3

• 

  TELUS Mobility

  4519 Canada Wy Burnaby, BC V5G 4S4

• 

  Telus Mobility

  10524 102 St Edmonton, AB T5H 2T3

• 

  Telus

  1105 Wellington Rd London, ON N6E 1V4

• 

  Telus

  477 Dundas Street Woodstock, ON N4S 1C2

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:12/09/2023

  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.

  Since I have left Telus Mobility and Telus TV and Internet, I have been contacted approximately 10 times with offers, and at least 4-5 times I have told the caller's to remove me from their phone list and not so politely to leave me alone, *** ** *** ****** **** ***** in the last 5 days Telus has called me 3 times, enough is enough, please.

  Business Response

  Date: 22/09/2023

  Dear BBB, 

  Thank you for bringing this clients concern to our attention. 

  The client can add their number on the National Do not Call List to avoid all unwanted calls. 

  Telus Mobility has removed all marketing calls for this clients number. 

  For all other type of Telus services, client would need to reach out to them. 

  Best regards, 

  TELUS MOBILITY 

• Initial Complaint

  Date:05/09/2023

  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 have just been charged $1835.95 by Telus Mobility for my cellular plan as well as my daughter's cellular plan.
  
  I phoned Telus Customer Service on August 19th, 2023, as this bill was full of double charges and incorrect penalty fees that made no sense.
  
  I spent hours on the phone with them as well as went to a Telus Store on that date to remedy this situation and after they apologized for their errors, I was guaranteed that there would be adjustments made to the amount of $1627.16 of bill credit. My bill was expected to be approx. $208.79.
  
  Nevertheless, the bill of $1835.95 stayed on there and despite numerous follow-up calls where I asked them why this hadn't changed yet and they promised they wouldn't charge me, they charged me $1835.95 on September 2nd.
  
  I am on the phone with them again to sort this situation out, now in my 4th or 5th hour of talking to multiple people at Telus Mobility Customer Service who keep telling me I won't have to pay this bill.
  
  ** *** **** *** *********** ** **** *** ** **** *** ** ** **** ********** * **** ** ********* **** ****** **** ** ****** **** ******** *** * ** ****** ** **** **** ****.
  
  Thank you for your time,

  Business Response

  Date: 06/09/2023

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

  We have confirmed with the client is in contact with our support team and working towards the resolution. The client has agreed to close the file as the issue is being addressed.

  Sincerely, 

  Mobility Resolutions 

  
  

  Customer Answer

  Date: 13/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did not accept to close this complaint. Telus has not resolved my complaint yet. In fact they have just lowered the credit amount without explanation. This entire process is a nightmare. No one is figuring anything out. No one is resolving this issue. It just keeps going on and and on and on and on and on and on.
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:01/09/2023

  Type:Order 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.

  June 3, 2023 we received Telus to install internet in our new home.
  1-2 week before that we received a call offering Telus Home Security and we decided to accept.
  We signed a smartHome Security Self-Install Kit and we wait 2 months to receive it and this never happened (Telus charged CAD 100 for this as a fee)
  On July 26, we decided to cancel, as we never received and didn't want anymore.
  During August Billing, Telus charged CAD 1,190 for "Alarm Cancelation Fee"
  Our bank returned because we didn't have this amount in our checking account and bank charged us CAD 45 because of that
  We cancelled our pre-authorized payment in Telus because we don't accept to pay this Alarm Cancelation fee and we know that we will be charged for delay, what it's totally unacceptable here.
  
  Resume: We don't want and can't be charged for something that we never received and we expect that this "Alarm Cancelation fee" never been charged again or we will need to cancel Telus *** ** ** *** ******

  Business Response

  Date: 01/10/2023

  Dear BBB,

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

  We have attempted to contact ****** ** ***** *******.

  September 28, 2023 - Phone call attempt. No answer, left voicemail. 
  September 29th, 2023 - Phone call attempt. No answer, left voicemail. 
  October 1st, 2023 – Phone call attempt. No answer, left voicemail. 
  
  Should ****** ** ***** ******* wishes to discuss this matter, please advise her to provide us with a different contact number or the best time to reach her.
  
  Sincerely,
  

  *****
  Recours Hiérarchiques | Escalations
  

  Customer Answer

  Date: 02/10/2023

  
  
  Complaint: ********
  
  
  
  This is not correct. I didn't receive any call between September 28 and 29. I only received one call last Sunday (October 1st) and during the morning when I was sleeping and just saw after. I didn't return because wasn't sure if it's a scam or not.
  
  Please reach me after 6pm Mountain Time and I will be able to accept the call and try to find a solution for this.

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

• Initial Complaint

  Date:28/08/2023

  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.

  Bill was paid on time but a late payment was reported on my credit report

  Business Response

  Date: 29/08/2023

  Dear BBB,
   
  Thank you for bringing Mr. ****** ********** concerns to our attention.

  In his complaint, Mr. ******** alleges that he paid the bill but a late payment was reported on his credit bureau report.  
  Mr. ******** has been informed that TELUS is mandated to report payments as they come in.  Despite his payment arrangements in the past, unfortunately that does not hold the report from continuing.  Offered to change his due date to better accommodate him but he declined the option and disconnected the call.  

  Thank you for the opportunity to address Mr. ********’* concern. We have confirmed the issue has been addressed effectively, however, the client remains dissatisfied.
  
  Regards,
  
  
  ******** *..
  ESCALATIONS
  

  
  

  Customer Answer

  Date: 29/08/2023

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

  I made a payment arrangement to avoid a late payment to the credit bureau and Telus didn't honor and it.  I would like the late payment taken off my credit report.

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

• Initial Complaint

  Date:17/08/2023

  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 started using a feature on my cell phone call forwarding which I didn’t know was not part of my plan and no one from Telus informed me and call me saying my bill is getting outrageous charges that add up to $3500 half a month when my phone bill is usually around $170 and I call told them that I had no idea and that I wouldn’t use it if I would’ve known that and I ask why l no one from the company didn’t call me saying your bill is being charged every time I pick up my phone and they keep saying they will see what they can do but I didn’t know and if I know I would have not done it and after 17 years with them no one informed me what was happening in till I seen my bill

  Business Response

  Date: 21/08/2023

  Dear BBB Administrator,
  
  Thank you for bringing this customer's concern to our attention. TELUS contacted the client on August 20th and provided the client with a satisfactory resolution. The matter is now considered closed by the office.
  
  Sincerely,
  TELUS Resolution Team
  
  

• Initial Complaint

  Date:17/08/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I have been with telus for a few years now and have had data plans with our phones since then. We were in the BIB or bring it back program with both phones and the contracts were finished i believe in March 15/23. We proceeded to look into new phones at that time at the Phone Experts that deal with telus, We were notified of the "Trade in Program" for the first time here. At this point we knew that we could either keep the **** and ******** phones that we had and pay the BIB amount of $280 and $330 respectively, or keep them. The phone experts told us instead of the BIB program that we could do the Trade in Program and because of the offer available, we would still have to send telus our old phones but we would recieve Prepaid Virtual Cards based on the value of our old phones. We were told this by the Phone Experts Personel that we dealt with, so we proceeded to go with that program. There was only a deal if we decided to both get a new *** phone.The store lady then proceded to extend our time frame to send back the phones to telus in case we changed our mind, for 90 days. As we could make some money off sending in the phones back through the trade in program we decided to do just that, and both of us now have the ****** *** phones. During this process, my wifes phone was delivered when expected to telus, and they sent her the $650 virtual card in return, nothing more was done. My phone was lost by ***, but after a month it showed up and i recieved my $740. 3 months later in July, telus charged us the full bring it back amount of $610 even after recieving our old phones, and we even used our virtual cards to pay our telus bills after we recieved them. The phone experts nor telus informed us of having to pay the BIB amount after taking the trade in. I called telus and no one would listen to us, they just demanded their money, and after calling phone experts, the lady denied everything. If it was mentioned at the beginning, we would have set it aside.

  Business Response

  Date: 24/08/2023

  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. The client was charged a total of $610 for both devices for the Bring it Back Charge as the device was not brought back under the program but instead traded in for two promotional prepaid credit card with the total value of over $1300. The client has received their prepaid ****** *****. They are responsible for paying the Bring Back Charge on their bill. We will work with the client to set up a payment plan as they mentioned they can not pay their bill all at once. We have also agreed to waive the late payment charges. This matter is now considered closed by this office.
  Sincerely,
  Mobility Resolutions

  Customer Answer

  Date: 24/08/2023

  
  
  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:21/07/2023

  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.

  Hello all, I signed up with Telus for a cell plan July 5th via their website with the implied impression that it would be 4 - 5 business days. Yet on the 6th I get a voicemail saying they needed additional information and in addition a text asking for a call back time so I selected 1 PM that day. I received a callback about 1:05 PM and the call back PUT ME ON HOLD.. after waiting 10 minutes I hung up and sent them an email asking what they need, it took 2 days for a response saying all is OK now yet I had not provided any additional information. And that they would be putting it in the regular mail with no tracking despite the website saying they would. I complained but was met with the usual "We apologize for the delay in your order. We noticed that an order verification was not needed." Upset as I was left with no idea when I would actually see the sim and NOT mentioned until reading their information that also I would be charged a $10 fee for the sim. So I waited until July 17th with still no sign of the sim so I canceled my order and shortly after received a sorry to see you go email and within it was a not about prorated charges starting on the 10th yet I had not even received the sim. So I call back & after 55 minutes the rep said basically she was unable to sort it out but that if I did receive a bill to just IGNORE it.. I'm sure that would do wonders for my credit rating and at no point was I offered where or how to return the sim. How many people don't notice that they start charging you for a service before you can even use it until the sim arrives. One might say no big deal but on the $85 that adds up to $28 in charges for nothing and yet I know they have the capability to know when it is activated and at which point billing should start. We all know we pay amongst the highest rates in the world but many realize they want $$ for a service that hasn't and couldn't have even started yet !

  Business Response

  Date: 01/08/2023

  BBB Complaints
  
  Dear BBB,
  
  Thank you for bringing **** **********'s concern to our attention. This correspondence is intended to address and resolve this issue.

  On behalf of TELUS Mobility, we have apologized to Mr. ********** for any inconvenience he experienced as a result of this issue. TELUS has confirmed that all billed charges have been cleared and that there is no need to return the SIM card as it is no longer functional. Feedback has been sent to review the activation billing process along with **** **********'s interactions with specific TELUS representatives.

  Thank you for the opportunity to address **** **********'s concern.  We have confirmed the issue has been addressed effectively and he is satisfied with the outcome.
  
  Sincerely,
  Erica

  Member of the TELUS Team

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

  Customer Answer

  Date: 01/08/2023

  
  
  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.

  I am however concerned with the practice of starting clients billing on the day the sim is mailed and not the day it's actually activated which can be 7 - 10 days later !
  
  
  
  Sincerely,
  
  
  
  **** **********

• Initial Complaint

  Date:29/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 19th 2023 Telus charged us $94.56 per phone to activate our new phones and to start a Telus Mobility account to my credit card. ** ******* had called them on the 18th of Jan and spoke with a representative about making the switch and getting new phones. ** ******* ** ** ********** *** *** ****** *********** ***** * ***** ***** ** **** *** ** ********* ******** * ****** * ******** **********. The representative let us know of the $20 per month discount for his visual impairment which makes this upgrade possible for us. ** ******* worked it out with her and then she called me for the final agreement as they are under my name and credit. I asked her point blank if the phones were $80/phone a month and she stated yes **** ***** receiving a $20/month discount. I was expecting a bill of $80 and $60 per month plus taxes. * ****** ******* *** *** ***** and the representative said they will handle all of the switch over procedures, just for us to make sure we call them the second we get our new phones in the mail. ******* ***** *** ***** * *** ** **** ** ** ****** ** **** ** ******** ******** *** *** ****** ****** ******* *** **** * **** * ***** ** ********* received the phones first in **** ******* then sent mine to me in ******. According to my records I received my phone February 7th and had the SIM card in by February 9th. ** ********* was tasked with calling Telus to do the rest of the work. Since he received the phones Jan 23rd he has tried calling. He was hung up on numerous times after being on hold for hours over and over. I tried calling **** **** ******* **** *** **** * *********. I was hung up on after giving the number to call me back at. Never was called back *** * *** ****** ** ***** *** ****** ** **** **** ***** ***** ***** **** * ********** ******** I then contacted the Telus community forum. They tried to get them to call us and neither of us was contacted. * ** ** *** *** ** ** ***** * ***** *** ** ************ ***** ** ***** **** **** **********

  Business Response

  Date: 12/04/2023

  Dear BBB Administrator,
  
  Thank you for bringing ******* ******* concern to our attention. 

  TELUS has reviewed with the client her account and services and has applied correctional credits in the total amount of $354.78 including tax. In addition TELUS confirms that the client's phone number ************ has been successfully transferred from the previous provider to TELUS. 

  This matter is considered closed by this office, as the client has indicated she is satisfied with our resolution. 
  

  Sincerely,
  

  Member of the TELUS Mobility Escalation Team

  
  
  

  Customer Answer

  Date: 14/04/2023

  * **** **** ****** * ** ********* *** ******** ** ****** I simply feel the job is unfinished. The woman I spoke to was very attentive and helpful. However, I could not get her to understand that the reason I had to pay bills with ****** Plus was because of Telus. Once we received our phones ** ******* and I tried calling over and over for a month. Due to not getting through to Telus, through no fault of my own, I was charged two bills by ******. * **** ******** ****** ** *** *** ****** ***** **** ***** ** ** *********. We got our phones February 3rd of 2023. On March 10th ** *********'s original phone number was moved his new phone. For me my number did not come over from ******. I was stuck in a phoneless month where my phone number was not moved over from ****** yet. My Telus SIM card was in but I had a ****** mobile voicemail when you called my phone number. No one, not even Telus, could get a hold of me. I thank the telus representative that helped me because she finally fixed my phone when no one else helped me. But that was on April 4th I believe. I had no idea at the time but I was completely phoneless from March 7th until April 4th. All the credits I received make up for the disruption in my Telus service, however, it was not a smooth transition from ****** to tell us and that is why ****** is charging me.

  
  What has not been corrected:
  - the ****** bill from February 6 to March 6. * **** *** *** **** ** **** **** ******* * **** **** *** **** *** * **** ** * ********** ****** ** **** ** ** ******* * ************** ******* ** *** ******* **** * ******* ** ****** ***** ************* ** *** *** *** ****** so the total for this time period should result in a credit of approximately $105.

  The final bill from ****** Plus I will call them and contest as I did not have a service with them that worked. * **** **** *** **** *** ** ** *** ** **** **** ****** ******* *** ****

  ****** ** ***** *** ************** ** ***** **** ****l the final one that finally tried to rectified the situation. * **** *** ** ****** *** ***** ** ***** ***** ** **** *** ******** ******* ****** This was supposed to be a smooth transition and it was anything but. It was months ** ********** *** *************.

  All that is needed is a ************ credit of $105 and 136.66 to account for the two bills charged to me. *** **** ** **** ** ****** * ********** **** ****** *** *** ** ** ** **** ** ******* ******

   

  Business Response

  Date: 24/04/2023

  Dear BBB Administrator,
  
  Thank you for bringing ******* ******* concern to our attention. 
  
  TELUS has reviewed with the client her account and services a second time.  As a gesture of goodwill, and out
  of no obligation on behalf of TELUS to do so, TELUS has applied an additional
  credit of $50.40 including taxes to the client’s account to the already given
  credit of $354.78 including tax.
  
  This matter is considered closed by this office, as the client has indicated and confirmed she is satisfied with our resolution. 

  Sincerely,

  Member of the TELUS Mobility
  Escalation Team

   

  Customer Answer

  Date: 25/04/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business  and find that this resolution is satisfactory to me.
  
  

  I really appreciated ********* help with this matter. F** ******* *** **** ** ******* *** ***** * *** ****** ***** ** ** ****** But thanks to ******* listening to me and hearing everything that had been done to me she worked very hard with me to rectify the situation and I could not be happier.

  Thank you
  

• Initial Complaint

  Date:06/02/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had some extra charges added onto my cell phone bill....seems to be a constant problem **** ** ****** . ***** ****** ********* ****** *** **** *** ** ***** * **** ** ********* *** ** *** ***** ** ********* ***** * **** ** ********* ********* ** went to the US for the weekend , and received the usual from Telus .
  ** text to let me know i am out of town with a package they try to automatically charge , one way or the other
  ** again ... a **** email to let me know i am out of town ****** * **** ** ****** ** ***** ** **** ****** ** a robo-call from a ***** number by telus ...where no one says anything and ..
  **** * **** **** *** ** *** **** *** ***** $18 package .
  When your phone reboots , it tries to go to voicemail to check your messages* *** *********** .
  
  So, got ****** *** ** extra $30 somehow. i never used my phone, never texted, never used data . Somehow their **** phone call picked up voicemail for 2 seconds before i hung up.
  **** ** **** * ******* ***** **** ***** * *** *** ****** ***** ******** * *** **** *** ******** ** ***** ********* **** **** **** ****** **** *** ** **** *** ** ***** ** **** ********* ** *** *** ******* *** *** ** * ******* *** ********** *** ** ********** **** ******* ***** *** ********** **** ***** **** ******** *** *** ******** **** *** ***** ** ***** ** *** **** ** ******* *********** ********* * **** **** *** ** ***** *** *** ******* *** *********** ** *** *** * *** *** ***** ******** ** ****** * ****** **** **** ** ** ***** *** *** i Called Telus , and was put on hold for over 1 hour when i asked to speak with a manager to get this ***** ********** resolved . * ***** * **** ******* ***** **** * ***** ** *** ***** ******** ***** ******* ** *** * ***** ** *** ****** **** the manager Rosemary (Jan18,2023) picked up , * ***** ***** **** **** **** *** ******* **** *** ***** ******* * * ***** ****** **** * *** ** *** ****** *** ** ****** *** ********** *** *** **** **** ** ***** ** * ** ******* **** *** *** **** ** *** ********** *** *** ***** ******* *** *** *** ********* * ***** ******* ** She mentioned that i sent messages , in which i didnt . she could not give me the tower information , but gave me some numbers i never heard of . ******** *** ***** ********** ********* * ****** **** *** ***** ** ** **** , by the end of the phone call....**** ** *** **** to pay up, *** ***** ******* ** * *** *** *** **** ********* ** **** * *** ****** ** ******** * ** *** * **** ******* *** *** *** *** * *** *** *** ***** ****** ************ * **** **** ** ****** ***** ***** ** *** **** **** *** ** **** ******* ******* * ***** ****** ***** ********* **** ***** **** **** ***** * **** ******* * ******** ******** * ********** **** **** **** ****** ***** *** **** ******* ******* **** **** ****** *** ****** * *** ***** *** ****** ***** ***********

  Business Response

  Date: 13/02/2023

  Thank you for bringing this concern to our attention. 
  
  This correspondence is intended to address this issue.
  
  TELUS  was able to work with Mr* ******* to reach a resolution that was satisfactory to both parties. 
  
  The customer has been advised how disable US Roaming on his device.   
   
  Thank you for the opportunity to address Mr* *******'s concern. 
  
  This matter is now considered closed by this office.
  
  

  Customer Answer

  Date: 16/02/2023

  
  
  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:28/10/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April I had a telus representative come to my door. He told me I'd be eligible for free activation, and $400 in bill credits if I switched 2 mobile lines over, so I did. He told me he had to call to activate the account, and that the call is recorded just so there was no miscommunication.
  
  Fast forward to this week. No bill credits have been received. No activation fee was refunded. I call Telus, and they say I was not eligible because I did not have home services with them. This was never mentioned during my conversation with the representative. I was also informed that the call was not recorded.
  
  I have spent 3 hours on the phone, either on hold, or speaking with an agent from telus this week. I was **** to by their door to door representative, * ** *** ******* * *********** ****** ** ** **** ******* * ******* **** ***** **** ******** ** ******* ** *** *** *** **** *** ******** ** **. I want $400 in credits added to my account, and I want the activation fees for both lines credited back as I was promised.

  Business Response

  Date: 31/10/2022

  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,

  
  

  Customer Answer

  Date: 31/10/2022

   
  
  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,
  
  
  
  ****** **********