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Business Profile

Security System Monitors

TELUS Home Security

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security System Monitors.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

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

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TELUS Home Security has 28 locations, listed below.

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    Customer Complaints Summary

    • 186 total complaints in the last 3 years.
    • 102 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:25/09/2025

      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.
      Subject: Urgent Complaint – Incorrect $1,270 Cancellation Fee

      To Whom It May Concern,

      I am writing to formally dispute a $1,270 cancellation fee that has been incorrectly charged to my Telus home security account.

      I have not cancelled my services. I recently moved residences and arranged to transfer both my home security and Internet services to my new address, where I already have a Telus installation appointment scheduled for October 13. This clearly demonstrates that I am continuing my services, not cancelling them.

      Despite this, my bill reflects a cancellation charge of $1,270. I have called Telus multiple times to have this charge removed, but each time I receive conflicting explanations, assurances it will be fixed, or promises of callbacks that never happen. To date, no action has been taken, and I am still being held responsible for a charge that should not exist.

      I am requesting immediate resolution of the following:
      1. Removal of the $1,270 cancellation fee from my account.
      2. Written confirmation that my services are recognized as transferred, not cancelled.
      3. Assurance that my billing records will reflect accurate charges going forward.

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

      Customer Answer

      Date: 29/10/2025

      Hello - thank you for following up - I did receive a response from TELUS ***** * ********** ** **** *** *** *** *********** They resolved the issue and credited me the $$$

    • Initial Complaint

      Date:05/09/2025

      Type:Order Issues
      Status:
      Unanswered
      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 moving to a location where I cannot transfer the Home Security Service. I called Telus on September 5, 2025 @ 10 am to discuss this and was met by an argumentative representative. When I asked to escalate the issue, I was forwarded to another agent. The second agent also did not have the authority to assist me and refused to put me through to someone who could help. They kept repeating that we have a service contract but were not willing to waive due to extenuating circumstances.

    • Initial Complaint

      Date:03/09/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 signed a contract with Telus Home Security in August 2024 for a term of 3 years. In the contract it says my home security cost is $42.00 a month, but will receive a $15.00 a month discount for retention. This would last for the length of the contract. In January 2025 the contract was taken away without my knowledge or permission and the new cost of the contract is $47.00 without discount. I have been trying to work with Telus on this issue and have received some credits towards my bill, but every month I have to phone and speak with someone to argue of wrongful pricing. I would like Telus security to honour the contract that I signed in August of 2024.

    • Initial Complaint

      Date:28/08/2025

      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've been on a fixed contract with Telus that includes a Home Security bundle since April 2024. *** *** ********** ******* ***

       Home Security pricing is supposed to be fixed from April 27th 2024 until April 26th 2027.

      Since April 2025 the Home Security fees have gone up without notice in April by ~$60, in June by ~$50, and then again in August by ~$10. It did not go up in May or July because I had to call them to fix their errors - both times they acknowledged their "mistakes" and ensured it wouldn't happen again. I spent a total of 4 hours on calls/hold trying to get the April and June issue sorted.

      I've only just found out about the August issue and will need to get on the phone a 3rd time in 5 months to get them to undo their error.

      I've never missed a payment or have had any issues or disputes against my accounts for any reason through either my Home or Phone plan. I've been assured multiple times that these are simple mistakes and yet they keep happening while I have no recourse.

      If I choose to cancel the Home Security bundle then I will be forced to pay thousands of dollars for breaching the contract terms but they've breached their side of the agreement 3 times in 5 months. **** *** ***** *** ***** *** *** *********** *** ********** ** *** ***** ********* ****** *** ** *** **. I just want to pay the agreed amount as outlined in the contract but at this point I'd just want to get out of the Home Security aspect as that's the only piece that fluctuates and I have a problem with. The internet and mobile bills stay exactly the same, as expected, each month *** ******* ** ******* *** **** ******** **** ** ******* *** **** *******

      It's worth mentioning that credits are being applied to the account when the mistakes are made but the multi-hour phone calls to end up paying what I would have had to to begin with is exhausting and simply unfair to me as a consumer. Any advice or action would be greatly appreciated.

      Customer Answer

      Date: 24/09/2025

      I've just spoken with a rep from Telus and this issue has been resolved. There was some bill confusion based on the mistakes they have previously made which caused me to think the August pricing I saw was wrong. In reality there have only made mistakes on 2 of my bills, not 3. 

    • Initial Complaint

      Date:27/08/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 filing a formal complaint regarding my home security services agreement. Despite multiple attempts to resolve this directly with the company, my concerns remain unaddressed.
      1. Agreement Date vs. Service Term Start
      My agreement is dated December 2021, yet services did not commence until June 2022. I am requesting an explanation for this six-month discrepancy.
      2. Unauthorized Change to Early Cancellation Fee (ECF)
      The original agreement I signed clearly outlined an ECF of $10/month remaining. At no point was I advised that this would change. However, a new agreement was later sent to me showing an updated $35/month remaining ECF, despite no changes being made to my services.
      • I did not consent to this change.
      • I did not sign or agree to any updated terms.
      • This constitutes an unauthorized modification of contract and therefore a breach of contract.
      3. Failure to Address Complaints / Cancellation Request
      My initial complaint was ignored, forcing me to submit a secondary complaint. Even now, my request to cancel services has not been actioned. This has left me paying for services that have never worked, and my term is now ended.

      Since **** and **** do not regulate home security services, I am left to escalate this matter through the Better Business Bureau (BBB).

    • Initial Complaint

      Date:21/08/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Cancelled service over a year ago, but still paying.

    • Initial Complaint

      Date:20/08/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Dear TELUS Mobility,
      On June 9, 2025, I renewed 7 lines after your representative offered $50 per line, including the ****** ** *** *** device. I confirmed it multiple times on the call. Hours later, I called back, and a second representative reconfirmed the same offer.
      When my bill arrived, it was completely different. I have called repeatedly with no resolution. Today, your manager, ***** kept me on hold for over an hour, no resolution
      **** ** *** *** ***** **** ***** *** **** **** * *** ***** **** * **** ******* *** **** ********* **** **** ***** ****** ** ******** **** ******** ********* ** ************ *** ***** ***** ****** ** ******** I demand immediate action:
      1. Apply the promised $50 with device and line included pricing retroactively.
      2. Correct my billing and issue credits for the overcharges.
      3. Provide written confirmation of the corrected plan.
      4. Assign a dedicated case manager.
      I expect resolution within 7 business days. ** **** * **** ******** **** ****** ** *** **** *** ****** ******* ******* * ****** * ******** ******* **** ** ****** ****** ***** ****** ***** ***** ********* ******* ** ********** ***** ***** **** *** **** **** ** ***** ***** ** ***** *** ****** *** **** ************ ********** ***** ***** ******** ******* *********

    • Initial Complaint

      Date:15/08/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 last 6 months outdoor cameras are outdated not working but Telus keep charging me

    • Initial Complaint

      Date:14/08/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      We had been customers previously with ADT. ADT provided security monitoring services at our place of business - ******** ****** ****** in Markham, ON. This portion of the company has been recently acquired by Telus Business.

      Since being taken over by Telus Business, we have been receiving emails regarding billing. The emails inform us that we are delinquent in paying our bill, despite being originally told that the pre-authorized payment method we had on file with ADT would simply be transferred over to the Telus Business account. Over the last few months these emails keep coming to our place of business. We have repeated, online and over the phone, attempted to set up our Telus Business account with the hope that we would be able to finally see and pay these bills. Nothing had worked. We are not able to set up an account online that links with the new account number given to us by Telus Business. The online attempts have failed. We have spent approximately 4 hours on the phone with various Telus Business representatives to try and get assistance with setting up our billing information and simply just paying our outstanding amount owing. Nobody has been able to help us. And these calls have always ended up with us being hung up on despite never using offensive language and always keeping our composure while on the phone. We have also asked representatives to cancel our account and we also have gotten hung up on at that point. At this point, we have no other option than to disregard all communication with Telus Business and hope someone who can actually help gets in touch with us.

    • Initial Complaint

      Date:08/08/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 account with Telus was closed in November of 2024 due to missed payments. I called the company today to try to rectify and found that my account had been sold to a third party, Telus was not able to give me the name of the company, only a phone number. The phone number is ###-###-####. That company I spoke with and they said that Telus was charging me a rate of 42.58% and that my initial outstanding balance of $1,295.41 had now gone up to $1,459. The company told me that this percentage was through Telus and not their own percentage applied and that they did not have control over the rate of which Telus was charging interest on. ** **** *** **** ***** ** ** **** ***** *** ***** **** ** ******* ***** ** * ***** ***** ***** **** ********** * **** ** ********* ******** ****. *** *** ********* **** *** ******* ******* ***** **** ***** *** **** ** ****** ***** **** ********** ******** ********.

    TELUS Home Security is NOT a BBB Accredited Business.

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