ComplaintsforTelus
Telephones
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Telus disconnected our copper landline without warning two months ago (account is current) and told us they needed up to switch to a fibre optic line. They have sent 7 different contractors to do this work since it was disconnected but no work has been done. No one can answer our questions or reconnect our line. We have spend hours getting the run around on the phone only to be told our call has been escalated and then we do not receive a call back from the managers. We would like our landline reconnected and the issue resolved immediately.Business response
16/07/2024
Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.Thank you,TELUS ManagerInitial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Updated payment expiration date; Telus said payment method already on file. June 8th: received a bill for a new balance AND an outstanding balance, paid immediately as a one-time payment, in full, on June 8th, to prevent further error. On/after June 8th, Telus reported this to the BBB as a payment due. On June 21st, my credit score updated, reflecting Telus' error (not billing my payment method that said it was on file). I spoke to representatives that said it was NOT a system error AND that my card STILL needed to be updated. I have a screenshot of Telus' app saying my card was already on file, after having updated the expiration date (Telus somehow still failed to update the payment method, on their end). A loyalty representative offered to file a dispute, said she would call with results within ~3 business days. She did not.I called back over a week later (July 7th).Telus denied anything further could be done to rectify their failure to attempt/collect payment.After confirming that I owe $0, and would not owe any future balance if I cancelled that day (July 7th), I cancelled and moved my services to another mobility company.I spoke to a representative again on July 8th (after cancelling July 7th) to confirm I did not owe any balance and would not owe any future balance.Today, July 10th, I received a bill for $19 for service from July 6th-7th (my normal bill was $50/month).The last representative I spoke to suggested I REMOVE my credit card so I don't get charged for the $19 (credits on the account would be applied on the next billing cycle). After I explained recent concerns about Telus' errors with my credit score, she agreed to remove the balance owing and confirmed AGAIN there would be no future balance.I was a loyal Telus/Koodo customer. I've since moved all my services to Rogers&Bell(Virgin).Fix my credit score and fix your app so this glitch in updating payment methods doesn't lose future customers (or unnecessarily hurt their credit score).Business response
16/07/2024
Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.Thank you,TELUS ManagerInitial Complaint
09/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Being charged for being a contact person for applicantBusiness response
16/07/2024
Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.Thank you,TELUS ManagerInitial Complaint
09/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been trying to cancel my service which is on a monthly contract. I put in the cancellation request to Telus in March. I called them today, July 9th, the customer service rep told me the cancellation request has been entered in the system but not actioned. I have been waiting on hold to speak to someone for over 1 hour.In the meantime, I continue to get charged for a service I am not using and is not even connected. I don't even own the property anymore.There seem no way for me to cancel this service which I am not in anyway contractually obligated to have.Business response
16/07/2024
Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.Thank you,TELUS ManagerInitial Complaint
09/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Telus cut a 5x7 hole in my driveway in 2021 and sunk a tank with 5g equipment and will not fix my driveway. Original contractor was fired, new contractor - Ledcor will not advise when they will fix it. Last year hydro needed in the box, ledcor worker was there and said tank was buried too low so my driveway would never be paved that way. He said he would come back to fix it but didnt know when. I sent email in may 2024 asking when driveway would be fixed and no response from *****. I want my driveway fixed before it snows again this year.Business response
16/07/2024
Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.Thank you,TELUS ManagerCustomer response
16/07/2024
Better Businessledcor / Telus came to my house today and advised the box in my driveway belongs to BC Hydro. I will be in touch with Hydro for them to fix my driveway.
thank you for your help.
Sincerely,
******* MixInitial Complaint
09/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Last December, my husband was working at our clinic, located in **********. A person walked into the building and told him they were in the area & noticed our internet was still the old copper line. They offered to set up high speed fibre optic. My husband, knowing we intended to sell the property within a few months, thought the upgrade was a good idea. So he agreed. The contractor company set it up to do the work in January, and Telus called my husband to set it up. No mention was made of a three year contract. Unfortunately, this resulted in us unwittingly signing a three year contract - which we would NEVER had agreed to had we known we were locked in. Now that we have sold the property, I tried to cancel the internet service (along with all other utilities) and they said it would cost us the remainder of the contract - $1400!! Of course, this was a shock. In all conversations, there was never mention of a 3 year contract - we assumed it was month to month just like everything else!Business response
15/07/2024
Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. Thank you, TELUS ManagerInitial Complaint
08/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I called Telus I believe in April as we were having a bunch of issues with are home security system that we have had for about 6 years. The carbon monoxide detectors and all 3 door sensors were causing problems with are alarm panel beeping quite often. I was on the phone with Telus home security for 4 hours trying to fix this system that I own. They then said they would send me batteries free of charge for my 2 smoke detectors, 2 Carbon Dioxide detectors (that are expired) and for the 3 door sensors. Since then they have been charging me for equipment I did not purchase or receive. I have phoned them the past 2 months to tell them this and they said it would be fixed and its not. The first time I called I was to receive a $60 credit which they did not do. The second time I rectangle $100 credit which I received. Not sure if it has balanced out the charges I have received. The bill I received yesterday is still charging me for equipment I did not receive still on a 36 month plan I did not sign up for and Im beyond frustrated. I do not want to call them every month to tell them the same problem that they are causing. Its there job to make sure my bill is correct and not charge me more than my contract states. When I talked to Telus on June 16 I was told my bill will be $169 plus tax until my term is complete. I just want my bill resolved. Im still having issues with my security system and dont want to call them as I am afraid they will just add more fees to my bill.Business response
16/07/2024
Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.Thank you,TELUS ManagerInitial Complaint
05/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Hello, how are you? Im filing this complaint due to a security issue, I have just been put aware that someone is using my name for credit, phone accounts etc, I recieved an email a few months ago saying that my information with telus was leaked however since I have no telus accounts I disregarded that email as I believed it to be a scam. Today I have been receiving calls after calls stating I have been applying for financing, phones all in *******. I spoke with a cop friend of mine that found my information on something called the dark or black web with the source showing TELUS and from a city in ******* called *******************. I checked my credit report today and found that there are multipul telus accounts showing unpaid and it looks like an account opened, I only have 1 credit card with BMO and never applied for credit since then. There have been over 36 credit checks on my name in the last 7 days. I have tried contacting telus however no one understands me or they can't help. I am again on hold while writing this and it's been 1 hour 4 min and 53 seconds. This is very concerning. I have filed a police report with the *************** and I have no idea how to fix my credit bureau now. And the no help from telus customer service is just agitating me. Please remove all these telus accounts, credit checks and remove my information from this dark thing that you somehow managed to get my information and then put it there for others to use! Now I can't even go and apply for a mortgage. I have also contacted my bank manager to inform them to see if she can help me with this. My bank told me 6 months ago my credit was fantastic and after looking on the internet fantastic credit is above 700 mine on borrowell is showing 418 now with all these credit checks that I have no clue what they are. I do not live at ********************************************************* (that is the address showing on the dark thing and what all these credit people are saying was put on credit applications.Business response
12/07/2024
Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. Thank you, TELUS ManagerInitial Complaint
05/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Was contacted by Telus promotions, offered a free one month trial of internet at no cost, live in a very rural area, internet did not work, got a bill for 200$, called to cancel and dispute the bill, spent 3hours on the phone until finally speaking to remediation, was assured that the issue was resolved and that I didnt owe anything, service worker came to pick up the equipment. One month later(today) I have received a bill for 800$ + the 200$ from before, just spent 2hours on hold and speaking with 3 different people, ending in the last woman seemingly pretending that she couldnt hear me and dropping the call. How am I to be expected to pay a 1000 for a service that I never used?Business response
08/07/2024
Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. Thank you, TELUS ManagerInitial Complaint
04/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Uncertainty of Service Address Change: I requested a service address change on June 28th, to take effect on July 4th. Initially, this date was promised to me. However, I have not received a confirmed time for this change, and no progress has been made on this issue. This has caused significant inconvenience to my plans and seriously affected my daily life arrangements.Incorrect Information on Record: When I called customer service to explain the situation, I provided the new address as **************************. The representative informed me that your records do not show a second floor for this address.Inaccuracy of Information: This information is incorrect. My landlord confirmed that there is indeed a TELUS modem installed on the second floor at ***************, indicating that your records are erroneous.Lack of Follow-Up: The representative asked me to wait for an hour for further verification and promised to call me back. However, two hours passed without any follow-up call. This situation has left me very disappointed with TELUS's service quality.Conflicting Information: When I called customer service again, I was told that there is already a TELUS account at my new address. This is illogical because TELUS policies do not restrict one household to a single TELUS service. My current residence at *************** previously had two TELUS services.Unreliable Response Time: The second representative asked me to wait 48 hours for a response. Given that the initial promise of a callback within one hour was not honored, I am skeptical about this 48-hour wait time.Personal Inconvenience and Time Wasted: These delays and misinformation have caused me significant personal inconvenience and wasted my time, severely affecting my plans and work arrangements.Business response
11/07/2024
Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint. They will be working with the client to resolve their concerns.Thank you,TELUS Manager
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
709 total complaints in the last 3 years.
328 complaints closed in the last 12 months.