ComplaintsforTelus

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Initial Complaint
03/09/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dear BBB,I am writing to express my deep frustration and disappointment with Telus. Over the past few months, I have been consistently overcharged for my bills, paying triple the amount initially agreed upon. This financial burden has caused significant stress and has severely impacted my monthly budget. I was not provided a notice or explanation This is not the first time I have faced issues with Telus. Previously, I signed up for a plan with more than five lines, and after just one month of normal billing, the prices started to increase without any explanation. Each attempt to resolve this with Teluss billing team has been met with hours-long wait times, adding to my frustration and making it nearly impossible to get any help.Recently, after signing up for another plan, I was shocked to find that I had been charged hundreds of dollars for Telus Business Mobility, a service I never requested and have no use for. Despite my efforts to rectify this situation, I have not received any satisfactory resolution.This ongoing issue with Telus has disrupted my life and caused unnecessary financial strain. I urge the BBB to intervene and help ensure that Telus addresses these unfair practices and provides a fair and transparent billing process for its customers.Thank you for your attention to this matter.Sincerely,***************************
Business response
09/09/2024
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
Initial Complaint
29/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Email from ********************************************************** Wed. Jan. 3, 2024 @1:10 pm.Confirmation of changes to your Telus account to ********************************* Cancelled January 04, 2024.Telus was still billing me $188.77 which was paid Jan. 20/24 and $139.89 which was paid Feb. 29/24. Total $328.66. I did not want my credit rating affected so I paid. Silly me!o I phoned Telus in March and again on April 2/24. On April 2/24, I was told the cancellation fee of $47.48 was waived and a cheque would be sent to me.June 7/24 @ 4:10 pm Calgary time. I called **********. After a lengthy time on the phone, I was told by *****(?) that I would receive a cheque for $300.00 within a week! July 17/24: I phoned Telus again and was told I would receive a cheque for $303.00 within 7-10 business days. I should receive cheque by July 31st/24. Reference # *********.To date, I have not received a cheque from Telus for the money that is owed **** was with Telus for many years. My account number was ***********.When I was with Telus, if my bill was not paid on time, I had to pay interest.If I should ever receive the money Telus owes me, they should pay me interest too! The amount of time I have spent on the phone with Telus about this refund has been stressful.I am hoping the BBB can help me.Thank you.*****************
Business response
03/09/2024
Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. Thank you, TELUS Manager
Customer response
07/09/2024

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
26/08/2024
Complaint Type:
Billing Issues
Status:
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.
I joined Telus Comm dated 7th July 2024 with 5 lines and Internet. I decided to go to Telus Shop for better clarifications on the ********. When my 1st billing on Internet - different services were added with cost which were not provided by Telus to me. It took over 1 week with daily callings and after threatening that I will sue them for trying to force me to pay for services you are or did not provide for me before all the charges were removed.When the Mobility bills also came, it was a different ball game again. When I went to the Telus Shop with different discounts promised if I came to Telus Comm... I informed the Telus Shop ***resentative that for better clarity... I need a summary of what I will be paying on monthly basis and needed to be written physically.The *** wrote that my 1st 2 months will be $210.00 and after 3 months I will be paying 115 subsequently. That is the summary of the mobility billing (Attachment). To my amazement again when the 1st billing came, instead of $210 as stated and written by the shop **** I received $375. I called Telus ************** after 6 times. The 6th agent advised me that $210 should be paid and further credit would be applied later, to my surprise after a week I went to the Shop again and was informed that there was an error...after arguments I decided to pay the balance and I paid with the hope that the following bill will regularize.Unfortunately, the next bill was $645.44. which has been a borne of contention and I have been trying to set everything right for over 2 weeks now but all the Telus ************* Agents have been dodging the rectifications of the bill.I will appreciate if this issue is resolve before the next bill or Telus should allow me move to other provider because this is a pure fraudulent ********. It is very clear that the Telus Shop ***r, always inform the customers different services/costs and charge the customer differently.Your swift response will be appreciated
Business response
27/08/2024
Hi ********, A TELUS manager has attempted to reach the customer with no success. We have closed this complaint as we were unable to reach the customer. Thank you, ********************** Manager
Initial Complaint
26/08/2024
Complaint Type:
Billing Issues
Status:
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.
Back in January, I received a credit report that ended up damaging my credit score because of a fraudulent account. Account # ********** got this eventually taken care off and had this account cancelled. This whole process took a while and was promised a call that I never received, weeks of back and fort with the call center agents who told me that it was my fault for not doing a good job hiding my personal info. I even lost the opportunity to get pre approval for a house because it knocked my credit score down. Today, I just woke up from another TELUS account that was reported in to my credit report for the amount of $2,442 (MET collection). Now that I've finally got my scores back to a decent, this happened. We are just in the process AGAIN on trying to acquire a house. I asked them to provide me the account number for this ********************** Account, which is to my surprise is the same Fraud Account that was already cancelled last January. ******* who I believe was the guy who helped me sort this out, could you please take a look at this and take care of this for me?
Business response
02/09/2024
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
Customer response
05/09/2024

Complaint: 22188871

Noone has contacted me yet. An agent said that I would be contacted but I have not received an email or phone call. Please call me **** as my process for acquiring pre approval has now been pushed again. How can you make this right for me?

Sincerely,

**** ******
Business response
12/09/2024
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
Customer response
18/09/2024

Complaint: 22188871

I need an update that this has been removed from my credit report. As of now, it is still showing on my credit report.

Sincerely,

**** ******
Business response
24/09/2024
Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. Thank you, TELUS Manager
Initial Complaint
26/08/2024
Complaint Type:
Order Issues
Status:
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.
Want to cancel my service, but cannot get to speak to a living human being, just stupid ai robots.
Customer response
26/08/2024
Telus complaint refers to Telus ********************** I want to cancel.........they don't seem to have any techs that can complete my request.
Business response
29/08/2024
Hi ********, A TELUS manager has attempted to reach the customer with no success. We have closed this complaint as we were unable to reach the customer. Thank you, ********************** Manage
Initial Complaint
23/08/2024
Complaint Type:
Billing Issues
Status:
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.
I am getting up to 7 calls per days asking for payment of a bill that was paid 3 weeks ago. I have explained over and over that payment was made and provided online banking confirmation information. I have called Telus to explain, complain, escalate and even threaten legal action for harassment. I am still receiving calls.
Business response
26/08/2024
Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. Thank you, TELUS Manager
Customer response
26/08/2024

Complaint: 22185880

I am rejecting this response because: I have not been contacted by anyone

Sincerely,

*******************************
Business response
27/08/2024
Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. Thank you, TELUS Manager
Initial Complaint
22/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Telus has forced us to convert our copper business lines over to VoIP. After the conversion we've been getting complaints from customers that they cannot get through to us. The sound quality is spotty and terrible at time. We're also getting dropped calls in the middle of a conversation. We've been told that we need to track each number that can't dial through. How can we possibly know if a prospective client has called and given up because they can't reach us!? Our business has hundreds of clients that rely on the phone number actually going through to our business. Now it randomly takes people to nowhere instead of our in-house PBX system. Everything was working perfectly for years prior to the VoIP conversion.
Business response
29/08/2024
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
Initial Complaint
22/08/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I spent 4 hours on the phone with telus trying to resolve the below matter. I was told an escalation ticket was opened for a manager to call me. I also filed a complaint on their website and it stated I would get a call back within two business days. After 3 business i submitted it again and have not received a response. My complaint is outlined below.I used to have an account with Price Alarms. This account was converted to telus and a new account was opened. Account # ********* even though I already have an existing telus account ***********. The payments on account ********* were automatically charged to a credit card without my consent or knowledge. I was also not advised at any point that the new account was opened. Payments of $48.29 were charged to our credit card from July 17, 2023 until Feb 20, 2024. When the credit card you fraudulently had on file expired the automatic payments were no longer processed and the account has now been referred to a collection agency. At no point were we sent a bill, contacted by telus with the new account number, asked our permission to charge our credit card automatically or given an option to cancel. We were at no point contacted about late or missing payments even though you have our phone number and email address on file. The resolution is simple. Telus needs to contact the credit agency immediately and waive these charges so there is no impact to our credit rating. We are also to be reimbursed for the payments of $48.29 from July 2023-Feb *******. To say this is a privacy violation and fraudulent activity on behalf of telus would be a gross understatement. I plan to seek legal action immediately, file a breach of privacy complaint, contact our local and national media as I would wager a guess that thousands of former Prices customers are experiencing the same thing. I expect a prompt resolution and a phone call immediately. For reference the Escalation Ticket # ********* the representative I spoke to was *****.
Business response
22/08/2024
Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. Thank you, TELUS Manager
Customer response
22/08/2024

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
22/08/2024
Complaint Type:
Billing Issues
Status:
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.
I signed up for Telus home security service on August 20, 2020 for a three-year contract. This is now August 20, 2024, and I fulfilled my contract to Telus home security a year ago and have been on a month-to-month contract since then. I was always told by Telus representatives during telephone calls that my account could be transferred to a new address should I want to do that. However, I have now found out that that is not true or factual at all. I am planning to move to a small town in ****************, in October, and Telus did confirm with me after checking the new address that they can indeed offer me Telus home security service at the new address in *****************However, today I found out that it has been nothing but a lie that they are willing to transfer my existing Telus, home security account. The only option Telus is offering me at my new address is to sign a new three-year contract agreement at about a 50% higher monthly price than what Ive been paying for the past four years.Telus advised me today that the only way they may actually allow a transfer of the existing account is if ********************** home security service had already been installed at the new address in **************** by a previous customer. I have been a victim of fraudulent misrepresentation by Telus representatives in this matter.I request that Telus simply honour what they have told me and transfer my existing service to my new address in **************** as I have been led to believe all along that they would.My existing Telus Home security has therefore been scheduled to be cancelled on September ************************************************************** to sign another three-year contract at a substantially higher price, and the confirmation number for that cancellation is 340-8471. Thank you for your consideration of a loyal customer of four years with **********************.
Business response
29/08/2024
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
Initial Complaint
20/08/2024
Complaint Type:
Billing Issues
Status:
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.
I was charged for home security equipment I did not ask for or receive. I should not have to pay for this. I have called Telus three times in the last week and they said someone will call me back. They have not called me back or responded. I am being charged $650.43 I thought that Telus had corrected my problem from the previous month and clearly it has become a much bigger problem. I want my bill to be corrected and I want my bill not to change any more. Since October 2023 when I renewed my contract with Telus I have had issues every month. A customer should not have to call every month to tell a company that they are not honouring the contract.
Business response
27/08/2024
Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. Thank you, TELUS Manager
Customer response
29/08/2024

Complaint: 22168223

I am rejecting this response because: the agent called and left a message and said he would call again and he didnt.
also the last time I put in a complaint I thought it was resolved and it wasnt. Until I see my next Telus bill I am not comfortable closing this ticket. There have been many issues with my account since October last year and each month I have to keep calling about my bill.
As a customer I should not have to do this. I should be able to trust a company with what my offer is and I dont and cant.

Sincerely,

*******************
Business response
29/08/2024
Hi ********, A TELUS manager has been in contact with the customer to discuss their complaint and their concerns have been addressed. Thank you, TELUS Manager

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