Complaints

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

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TELUS Home Security has 28 locations, listed below.

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• 

  TELUS Home Security

  2815 Matheson Blvd E Mississauga, ON L4W 5J8

• 

  ADT Security Services Canada, Inc.

  964 Tronson Dr Kelowna, BC V1Y 4E1

• 

  ADT Security Services Canada, Inc.

  A101 9000 Bill Fox Way Burnaby, BC V5J 5J3

• 

  TELUS Home Security

  Victoria, BC V8Z 3B7

• 

  ADT Security Services Canada Inc.

  88 Terracon Place Winnipeg, MB R2J 4G7

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.

• Initial Complaint

  Date:01/08/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 this complaint against Telus due to misleading sales practices, false verbal assurances, and unjust billing for a service I never intended to keep.
  
  I received an unsolicited cold call from a Telus sales rep, offering their home security and internet services. I clearly informed them that I was already under a 2-year contract with ****** and could not switch providers. However, the representative persisted aggressively, urging me to try a “risk-free one-month trial”, which they claimed came with Zero financial obligation, No activation fees.
  
  Based on these assurances, I reluctantly agreed to the trial. After speaking with ****** the next day and realizing the early termination penalty on my current contract would be substantial, I called Telus immediately to cancel the trial. They confirmed the cancellation but still sent a camera device to my address.
  
  I returned the camera promptly upon receiving instructions from Telus. Despite this, I later received a bill from Telus, and when I inquired, I was told the camera was non-refundable—completely contradicting the original verbal agreement. After multiple follow-up calls, they eventually agreed to reverse the camera charge, acknowledging the error.
  
  However, they continue to demand $22.08, citing an activation fee and late payment charge—again, despite the initial promise that no fees would be charged for the trial, whether I kept it or not.
  
  *** ************ **** ******* ********* ***** ******** ********* *********** ********* ** **** ** ***** ***** ******** *** **** ******* **** ******* ***** ***** ******* ******** ********** **** ********** *** **** *********** ********** *** ********** *********. I was assured there would be no costs, yet I continue to be billed despite immediate cancellation and return of all equipment. * ******* ***** ****** ** **** ************ *** * ******** ********* *** *** *********** *** **** *********** ****** ** ******* ****** **** ******* ****** ** ***** ********

• Initial Complaint

  Date:29/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 ordered it. The tech came out. It was not a reliable option so we decided NOT to install it or get the service. It was cancelled that day. Never installed. They billed me regardless of 5 more calls to cancel and over 8 hrs of calls to telus about this. Finally I filed with you. A telus supervisor did an investigation after over a week she agreed of the mistake and apologized. I told her to fix my credit report and contact the collections.
  But, Now I have a lawyer threatening me with a lawsuit for non payment. * ** ** **** ******* * **** **** * ***** **** *** * **** ** * *****. * ****** **** ***** **** *** **** ******. ** ** ******* ** ***** ******. I don't understand WHY they keep chasing me for money of a service I never received.
  Please HELP! I need Telus to call the law office and give them the info they need to correct my credit and retract the money owing. *** *** ****** **** ** *** ******** ** *** **** ******* ******** ***** **** * ***** **** ** *** ***** ***** ** *** *** ************ please tell telus to
  SEND all written information about the cancellation of this service and bill adjustments as well as copies of your investigation to *********************** Please help me. That is the only way they will stop. I did everything over the phone. I don't have any paperwork. Please help me.

• Initial Complaint

  Date:28/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have just received a phone call from ****** of Telus and he has said that he will cancel all the charges ($57.57) that seem to be outstanding. He was quite nice about the issue and I am confident that the problem is now resolved. *** ****** **** *** ******* ** ** ********* * ******** * ***** *** ** **** *** ***** ***** ***** * *** ***** ******* *** ***** ** ******* **** ****** ** *** ***** * ****** ** **** **** ***** *** **** **** ** ****** **** ****** ****

  Customer Answer

  Date: 28/07/2025

  *** ******* *** ******* ******** ** *** ******** ****** ** *** ***** *** **** *** *** ***** *** ******** Our contract with Telus *** ended in March 2025. I tried cancelling our account with Telus *** at that time because they raised the monthly fees by 34%.. I made a few attempts to cancel the account but they ignored my requests. I refuse to pay any more money to them because I told them of our desire to cancel the account back in March, initially through their website (though it was very hard to find an access to cancel the account on their website) and eventually by calling them. They have since cancelled the account, but are still sending us statements. I want them to stop billing us for a service we have not wanted for many months. I also want them to come pick up their lawn sign. ** *** *** **** ******* ******* *** *** **** ******* *** ***

• Initial Complaint

  Date:24/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 currently maintain two separate accounts with Telus—one under their Mobility services and the other under their Home Security services. Recently, I received a notification from a third-party collections agency claiming that I owed an outstanding balance of $420.08 on a Telus account. The notice provided no indication as to whether this debt was related to my Mobility or Home Security services.
  
  In my efforts to clarify and resolve the issue, I was contacted Telus on three separate occasions. On the most recent occasion, I spent over one hour on the phone. During that call, the Telus representative referenced account number *********** and further informed me of another unknown account*************with a balance of $385.67.
  
  To my astonishment, I was told that both of these accounts had been “created by the computer” and should not have been charged to me at all
  
  I am requesting that the BBB investigate this matter and provide guidance or action to ensure such incidents are prevented in the future. ****** ******** ** **** ***** ***** *** ***** ** *** ********* ******** ** * ***** ****************** ********* ***** *** *** **** ********* ** **** ******* * ** ********* ** ******* *** ******* ************* ** ******* ** ********* I continue to receive emails from the Telus collections company "*********" demanding payment and *********** my credit.

• Initial Complaint

  Date:24/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 have been trying to cancel our account with Telus since they bought out ****** security. We have been on the phone multiple times for hours and can
  Not get them to cancel the account. They keep charging us every month but we don’t want their services and are not using their services. I will no longer pay them as we do not want or use their services and are not in a contract with Telus. We just want the account shut down and no further contact from Telus

• Initial Complaint

  Date:21/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 bought out ****** home security and is now forcing all former ****** clients to replace and pay for new security and home automation equipment.

• Initial Complaint

  Date:21/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Around April 20, 2024 I received promotion from Telus Security Home Service. I decide it to try.
  But after that ** ****** decided to returned and cancel the service. When technician shows up I asked him to leave the equipment but he said he has to connect my equipment and register me in their system. Technician unpacked 2 boxes from 4 in order to do his job. I asked if it is going to be a problem to cancel His answer was " No. People cancel it all the time" As soon as technician left I packed all equipment back to the boxes. On June 21, 2024 I received text message acknowledging the fact I am not connected to the server and I have to check connections.
  On May 18, 2024 I received first bill of $26.25 which I paid. Then I call Telus and request to cancel the service. My request was denied. I paid for another 4-5 Months. Last confirmation of payment I have of $41.29 on October 11, 2024 ******** ************* ******* *******. Then I made another call and request to cancel it again but Telus representative said if I want to cancel I have to pay 1000$ ***** * *** *** ****** ** *** *** ******* ***** * ****** *** **** *** *** ***.
  After that I stop paying for not used service. On December 10, 2024 I received another text message Telus unable to connect to my camera which never been connected.
  On January 9, 2025 I received warning I have outstanding balance of $41.29 and I will be disconnected from service which do not use on January 24, 2025. The last warning I received on January 22, 2025 The total balance on the account is $62.83.
  On June 14, 2025 i received email **** ******* *** I have to pay $388.60
  I was paying for service I never use for 5 Month and now I have to pay almost 400$ (but the last bill shows only $62.83) for being disconnected from the service which I never use.
  Please help

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  * ** ******* ** ******** **** * ********* ******* ***** ********* ***** *** ****** ** ******* ** ******** *** *** ******* ********** ******** **********
  On June 30, 2025, at 6:31 PM, an alarm was triggered at my home. I expected Telus to follow proper emergency protocols, including dispatching police if necessary. However, the monitoring team cleared the alarm without contacting police, citing a policy that requires two separate zones (e.g., door sensor and motion detector) to be triggered before dispatch is authorized.
  
  I was then transferred to technical support, who informed me that it is not technically possible for two zones to trigger simultaneously on my system. This directly contradicts what I was told by the monitoring team. After spending more than 1.5 hours on the phone being passed between departments, I was ultimately transferred to a non-Telus number, with no resolution.
  
  This experience raises serious concerns:
  
  I was misled about how the system operates and what level of protection it provides.
  
  Telus appears to be avoiding accountability by passing the issue between departments.
  
  I paid for a home security system that does not function as advertised, which I believe constitutes misrepresentation of service.
  
  I have requested a full refund of all payments made and immediate cancellation of the service, as it does not meet basic expectations for home security.
  
  * ** ******* ******** ********** ********* ********** *** ************* **** ****** *** ********* ********** ***** *** ******** ********** **** ****.
  
  Ensuring that Telus is held accountable for the inaccurate information and service failure.
  
  Supporting my request for a full refund and contract termination without penalty.
  
  Please let me know what additional documentation or steps are required to move forward with this complaint. I am happy to provide a copy of the contract, call records, and any supporting information needed.

• Initial Complaint

  Date:18/06/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  ****** pricing and ****** business practices I'm being charged unfairly for the services received

• Initial Complaint

  Date:16/06/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 have been loyal customers of Telus for may years
  A few years ago Telus bought out ADT Security of which we were customers so we continued with Telus Home Security.........
  Several months ago we discovered they were not providing the service we were paying on a monthly basis (Alarm Monitoring) due apparently to our system being outdated (We were not notified of this) upon contacting Telus they offered us a new system....for a cost we declined.
  We decided to go with a local Family owned and operated business, 2nd Generation...
  We sent Telus an E/Mail to cancel our service immediately and asked for a refund on approx 9 months lack of service ($332.46) Their sales person said I would have to contact Telus by phone to cancel and there would be a cancellation charge !!
  My reply back to him was..........He would have to make the request on my behalf and have them send me a refund and I will NOT be paying a cancellation fee for their lack of protecting my premises and still billing me monthly................
  
  Would it be possible for someone from The *** to contact me personally in case I might have overlooked some of the details regarding this matter........
  
  Kindest Regards;
  ***** ******* ***** ******** ******************