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Business Profile

Telecommunications

Telus Mobility

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

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

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Telus Mobility has 15 locations, listed below.

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    Customer Complaints Summary

    • 637 total complaints in the last 3 years.
    • 305 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:19/03/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Received my credit card statement Dec. 10,2024. It showed an entry for Dec. 3,2024 of $125.16 to "Telus .Com Wireless Toronto On." Which was odd because all my TELUS bills are withdrawn from my bank account not the credit card. I have no invoice from Telus showing what this amount is for. I called Telus on Jan. 17,2025 @ ###-###-####(collections and fraud) ******** could find nothing on his end for $125.16 he opened up case#****** and said he would call me back in a week. No call back, I called back on March 11,2025 . **** answered this time and said the previous complaint didn't get looked at. He opened up another complaint #****** ,also said he would call me back in a week. Today March 18,2025 I call back and ****** answers only to respond that this is the wrong collection department at Telus- I should contact ***** -after 2 months of waiting all they can say is wrong department! So she passes me off to waiting in another queue for 1 hour now. I believe I have followed up enough with this complaint. I need BBB help . ******* ** *** *** ********** ***** ****** ***** ****** *******

      Business Response

      Date: 19/03/2025

      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,

      Telus Mobility Team

      Customer Answer

      Date: 20/03/2025


      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:03/03/2025

      Type:Product Issues
      Status:
      Answered
      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 am writing to formally lodge a complaint against Telus Mobility regarding a series of events that occurred during my recent interactions with their Loyalty department and in-store reps. On Feb 21, I contacted Telus’ Loyalty to inquire about potential deals as a long-time customer of 16 years. During this call, I spoke with a representative, ****** ******** ******, who facilitated the upgrade of my ****** ** *** *** to an ****** ** *** 128GB. I explicitly asked if I needed to return my old phone prior to upgrading, and was assured that this was not necessary. Upon receiving my new phone on Feb 26, I discovered that phone was too small. After researching, I found a better deal on the ****** ** *** ***, I then called Loyalty again to request an exchange. I was informed that I could return the phone by mail and that a return label would be processed. Due to urgency—since I intended to sell my old ******—I visited the Telus store at Sherway Mall. There, I spoke with representative ***** ******, who stated that a return label was unnecessary and facilitated the in-store exchange. I then signed a new contract for both my upgraded phone and an additional line *** ** *******, which ***** assured me would not require returning my old device. On March 1, I received a bill for $1,256.82, which I learned was due to not returning my old ******. This was surprising and distressing, since I repeatedly confirmed during both phone and in-store conversations that the return was not required. When I spoke to ***** and Loyalty, I was told it was my responsibility to understand the contract, despite my efforts to clarify these details prior to signing. I have evidence, including emails and recorded conversations, that support my claims. **** ******** *** ****** **** *********** *** ********* ****** *** ******* ** ** ********* **** ********* ****** ***** *** ****** ************* **** ***** *********. I hope the BBB is able to investigate this matter and help find a resolution.

      Business Response

      Date: 17/03/2025

      Sent email with confidential info to the customer.

    • Initial Complaint

      Date:20/02/2025

      Type:Product Issues
      Status:
      Resolved
      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 recently canceled my Telus Service. Telus has not given the correct refund amount. Instead has given me the wrong amount after canceling my service.

      Business Response

      Date: 21/02/2025

      Customer accepted my explanation that since his January bill was only $26.88 it's normal that the remaining credit balance for the February(final) bill is $1.

      He said that his complaint can be closed as resolved now.

      Customer Answer

      Date: 21/02/2025


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

      Sincerely,

      *** *****

    • Initial Complaint

      Date:05/02/2025

      Type:Billing Issues
      Status:
      Resolved
      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 had a contract with telus end in January. The phone i had needed to be returned on the bring it back program. My city in saskatchewan does not have a telus, so they directed me to the ** which is an authorized 3rd party dealer. This business did not have a certain brand I hoped for. Called telus and they suggested I drive an hour away for what I wanted. I decided to stay local and try another brand, and also at this point the current device on the bring it back program was returned on January 7th, i believe. I tried that phone for 7 days and decided it was not for me. All was good until this point. I returned the new phone on January 14. At this time I also canceled all my Telus services. I was immediately banned from Telus account, and therefore, no access to my bill. On January 17, I received a bill from Telus for $2146.42. This whopper bill included the cost of the new phone (which had been return to the authorized dealer, and Telus was aware of this), and also charged me a large fee for canceling a contract within the no penalty for cancel time period. Since then I have made numerous phone calls and waited for many, many hours on hold. I have been told numerous times that they are adjusting it on their end and someone will follow up. Fast forward to today, Feb 4. I called yet again to see where the adjusted bill is at. Its $409, which is correct. I want a new bill to reflect this, telus is refusing. Stating there will not be a new bill and the current bill is $2100 and that's where things will stay, regardless of what i actually owe. I will not agree to this, as I do not want them coming back at me stating I owe 2k. To date, all I've ever gotten in writing from them about what's owing, is a text message from 35353, stating $409 owing by June 1, 2025. **** *** * **** ******* ******

      Business Response

      Date: 11/02/2025

      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, 
      TELUS Escalations


      Customer Answer

      Date: 11/02/2025


      Better Business Bureau:

      I have reviewed the response made by the business and find that this resolution is satisfactory to me.  I truly appreciate that everyone has worked together on this to resolve our struggles in a timely manner.  Thank you to both BBB and to Telus.

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:03/02/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Telus called me to switch providers. I agreed, they told me they would handle everything on their end. Closing my other account with ****** and letting me keep my number. I put in the sim Card mailed to me, and for a month I had my same number, then it changed to a new number. ( I could live with that). About half a year later ****** calls me and s says I owe 1700.00 They know I havent used the account in half a year. They know i was paying telus for service during those months. But would not adjust the amount. Telus would accept t zero responsibility for it. I paid ****** about 1200 because they were ruining my credit. *** **** ** * **** ********* **. Telus conpletly **** to me and will not help me resolve the situation they put me In * *** ***** ********** ********* ** * ***** ***** ** *** ***** ** *** **** ******** *** **** ** ******* ** **** ****** *** ******

      Business Response

      Date: 12/02/2025

      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, 
      TELUS Escalations


      Customer Answer

      Date: 13/02/2025


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

      Sincerely,

      **** *****

    • Initial Complaint

      Date:03/02/2025

      Type:Product Issues
      Status:
      Answered
      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 had suspended a line that was dedicated to phone and SIM card that had been lost and reported in June 2024 and Telus continued to charge me for that phone line for which I noticed today my boyfriend had suspiciously thought this might be happening since my bill was so high. I contacted Telus and was told that they would not refund the over charges even though they are responsible for the over charging. I have been with Telus for 20 years and this is how I am treated. They offered to reimburse for one month when they have overcharged me for 9 months with late fees and interest and I want reimbursed they have also charged me for online security for $6 for I don’t how long it has been on my bill and have never used it. I brought it up to be removed from my billing almost two years ago when I purchased my new phone when it was read out to me all my coverages and it wasn’t removed then so I am requesting all my charges to be reimbursed to me.

      Business Response

      Date: 11/02/2025

      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 and they have been advised on our policies and we have reiterated our position.

      The customer has been educated they are still responsible for their monthly rate plan cost when a phone line is reported lost or stolen and services are suspended. As per TELUS Mobility Terms and Conditions can be found at https:****************************************************************************************************************************************************

      This matter is now considered closed by this office.

      Sincerely,

      TELUS Escalations


    • Initial Complaint

      Date:26/11/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Telus has a trade line and is reporting late payments on my credit bureau, they also sent my bill to collections without sending me a bill after I closed my account. The collections bill has been paid

      Business Response

      Date: 02/12/2024

      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 and they have been advised on our policies and we have reiterated our position. This matter is now considered closed by this office.

       

      Sincerely,

       

      Ryan


      Customer Answer

      Date: 14/12/2024

      I am not satisfied with the results  especially since the bill was paid in full in September and they are still reporting the my credit burrow that it is not paid. Last report was November 27,2024

      ** ** **** ******* ** **** * ****** ** *********** **** **** **** *** ******** *** ****. I did explain to realize that my online account showed a 0 balance owing along with when I phoned in their automated service also stated a 0 balance owing. **** ***** *** **** ** ****** ******** ** ** ********* ** ******** ****** *** ** * ****** ****** ** * * ** ***** ** ** **** *** ******* ********* * ******** ** **** ***** ***** **** ***** *** ** ***** ******* **** **** ******* ** ******* ** * ****** **** I asked Telus if they could meet they told me no. I then closed the account in Dec 2023. 

      The collections company tells me Telus has a trade line on my account and hasn't removed it but they have removed their trade line. *** *********** ******* **** **** ** **** **** *** ***** ********** * *** **** ***** *** ************* ***** ** ******* **** *** ** ***** ** * *** ***** *** 

      Re: ID # ********- Telus Mobility
      Thank you ****** 

    • Initial Complaint

      Date:20/11/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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, I activated new Telus Prepaid 1 Year $100 Talk and Text Plan on Sept. 30, 2024. The mobile plan includes 400 minutes talk and 400 texts per month but there was promotion for unlimited talk and unlimited text for whole year. About 2 weeks later Telus released new promotion for same $100 plan but it also includes 2GB/month data for free. I called Telus customer service Nov 2 and talked to ***** to ask if my mobile plan could be upgraded to newer plan since it was the same price. ***** said she couldn't do it but that a supervisor will call me back. On Nov 3 I talked to ********* (supervisor) and I asked if she could add 2GB/month data to the mobile plan but she said she couldn't do it and the best she could do was to offer 3GB/year. Since the new plan was changed less than month after I activated my original plan please add 2GB/month to mobile plan. Thanks.

      Business Response

      Date: 20/11/2024

      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, 
      Telus Mobility Team

      Customer Answer

      Date: 20/11/2024


      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

      Date:18/11/2024

      Type:Billing Issues
      Status:
      Answered
      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’ve been dealing with an unresolved issue with Telus since June 2024, *** *** ********** *** **** ****** ************ When I activated my phone line, I received an email confirmation that I would get a $100 referral credit within 3-6 months after referring someone. I even confirmed this over the phone. Now, months later, the credit still hasn’t been applied. I’ve called numerous times, been transferred endlessly, and no one seems ******* ** able to resolve the issue. Each interaction has been ************** *** unproductive, with Telus repeatedly failing to follow through on their promise. * ** ********** ************ **** ***** **** ** ************** *** ******** ******** **** ********* ***** **** * ********** ******* ** ***** ***** *** ******** ******** * ***** ******* ****** ** ** **** ** ******* ******** *** **** ** ******* **** ****** ******

      Business Response

      Date: 03/12/2024

      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, 

       

      Ryan

    • Initial Complaint

      Date:30/10/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      Timeline of Events: A. October 14, 2024 – Received call from Simon offering the deal and placed the order. Subsequently received two follow-up calls confirming my order and conducting a soft credit check. B. October 18, 2024 – Received the wrong phone (256GB instead of 1TB) and was instructed to return it via ***, which I did. I was promised the correct phone would be shipped within 24 hours. C. October 22, 2024 – Despite returning the wrong phone, I received a notification from *** that I was charged $44 for shipping, and Telus informed me there was no record of the correct phone being ordered. Additionally, I was told the US roaming feature was not included, and the monthly installment for the phone would be $74, not $63 as initially agreed.

      Business Response

      Date: 01/11/2024

      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, 


      Ryan

      Customer Answer

      Date: 07/11/2024


      Complaint: ********

      I am rejecting this response because the issue is not resolved yet, and no resolution is provided,

      * **** ******** *** ****** ************* **** Telus loyalty department ***** **** have cancelled my order as per the phone representative and do not know when this issue is going to be resolved,

      * ** ***** ******* ***** **** ** **** * ****** There are multiple people from Telus are approaching me & I have to explain all details to them starting from scratch. And When I call back Telus to talk to the the same person I spoke with, the person is not available to discuss. I have already spent more than 40 hours discussing the issue with Telus and it continues without any resolution.

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


      Sincerely,

      ***** *****

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

      Business Response

      Date: 07/11/2024

      hello,

       

      the customer has an open investigation with **** so we will be closing the BBB complaint.

    Telus Mobility is NOT a BBB Accredited Business.

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