ComplaintsforTelus
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
03/08/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I contacted Telus to install a security system in my home in April 2021. They sent a tech out 3 days later to assess my home (** ***** ****). They sent me the contract, it had the wrong PC and city on it - *** ****** instead of *** ***** ****. I advised my rep, they transferred my account to another rep due to my address being in a different location. 3 weeks later a new rep contacts me and asks if I still want service at BOTH locations. I advised of the postal code issue and she said she'd have someone fix it. 5 weeks of weekly emails saying it is being fixed, but nothing happens. Finally, they say it has been fixed and schedule a tech to install the system. The tech comes out and says he can't install the system as the system is set to ******* not ***** **** and sits on hold with Telus for 2 hours in my kitchen and couldn't get through. He leaves without installing anything so I contacted Telus to cancel the order and file a complaint. Now, I got an invoice in the mail for itBusiness response
03/08/2021
Hello ,TELUS has a manager assigned to this. The issues will be investigated and the customer will receive a call within 48 hours to addressed and resolved the situation,
thank you.Customer response
03/08/2021
Complaint: ********
I am rejecting this response because: this isn't the first time I've been told by a manager that it will be fixed. Until it is fixed and I receive the statement showing $0 owing, I don't accept this as being resolved.
Sincerely,
**** ******Business response
05/08/2021
Hello ,TELUS has a manager assigned to this. The issues will be investigated and the customer will receive a call within 48 hours to addressed and resolved the situation, thank you.Customer response
11/08/2021
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
03/08/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
My contract expired and I contacted telus for a new contract. I went back and forth and finally was offerred a contract that included both discounts on services and the promotional gift of the free 55 inch TV. (I understand this was unusual to receive both) After many back and forth calls it was determined the agent made an error. However, telus agreed to honour the agreement. I waited for the delivery of the TV-Never came-at least 15 phone calls and multiple emails to complaint line etc........told by at least 4 agents I would be contacted about a resolution. One manager said she would call with a decision within 72 hours (Never called) Wrote at least 4 times to the escalation site. (They promise an agent will respond in 24 hours) Never contacted. I am generally quite happy with the services I have but the tv should be provided as honoured. It is even on my service agreement. I am appalled with the service and especially the lack of followup.Business response
03/08/2021
Hello ,TELUS has a manager assigned to this. The issues will be investigated and the customer will receive a call within 48 hours to addressed and resolved the situation,
thank you.Customer response
04/08/2021
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,
******** ******Business response
05/08/2021
Hello ,TELUS has a manager assigned to this. The issues will be investigated and the customer will receive a call within 48 hours to addressed and resolved the situation, thank you.Customer response
18/08/2021
Complaint: ********
I am rejecting this response because:Hello,
I filed a complaint against Telus on August 3rd. I received a call saying was it ok for the manager to call me a day or two later as they were out of the office.It is now August 18th and to date I have not been contacted.******** ******
Sincerely,
******** ******Business response
19/08/2021
Hello, TELUS has a manager assigned to this. The issues will be investigated and the customer will receive a call within 48 hours to addressed and resolved the situation, thank you.
*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.