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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

    • 680 total complaints in the last 3 years.
    • 311 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:18/06/2025

      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.
      ******* ***** * ****** ***** ** ********* ******* ** *** *******. The Telus location for this complaint takes place in Alberta.

      Hello. ** **** ** ******* *** Thank you
      for your attention and help.

      Telus, for at least a year and a half, has
      continued to ignore and solicit my contact.

      With repeated requests for non-contact, eliminati** my phone number from their listi**, they blatantly haven’t ***** ** followed through.

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

      Business Response

      Date: 19/06/2025

      Dear BBB Administrator,


      Thank you for bri**i** this customer's concern to our attention. We have confirmed the issue has been addressed effectively and they are satisfied with the outcome. Mr.** is now part of our " Do Not Contact List " as now. I filled out the form for him not to be contacted. This matter is now considered closed by this office.

       

      Sincerely, 

       

      **** ****** / CRMT OFF Queue Team



      Customer Answer

      Date: 19/06/2025



      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:16/06/2025

      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.
      They're charging ******** and they're business practices are ****** 

      Business Response

      Date: 18/06/2025

      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. This matter is now considered closed by this office.
      Sincerely,
      ***

    • Initial Complaint

      Date:16/06/2025

      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 transfered my cellphone service from ****** to Telus,I tried getting thru on the phone to Telus to transfer service and get prices,could not get thru
      I was in Edmonton on business,and I stopped at the Telus store and transferred my service from ****** to Telus,the store told me that Telus charges 70 for a transfer fee,and that if you phone Telus they will waive that fee
      I did that,I messaged Telus and was told that my $70 fee was waived
      I have just received my bill and the $70 fee is still on there
      I phoned Telus again and now they are refusing to waiver it

      Business Response

      Date: 18/06/2025

      Dear BBB Administrator,
      Thank you for bringing this customer's concern to our attention. This correspondence is intended to address this issue.
      TELUS has attempted to reach the customer on multiple occasions with messages left but have not received any call back.
      Should the customer wish to discuss further regarding any outstanding issues they are experiencing, they can contact our TELUS Client Care team at ###-###-####. 
      Sincerely,
      ***

      Customer Answer

      Date: 18/06/2025

       

      Complaint: ********



      I am rejecting this response because:



      Sincerely,



      ***** ****

      I believe that the amount on my bill has been reversed, according to my bill

      I won't say anything until they take the money out of my bank account

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

      Business Response

      Date: 18/06/2025

      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, 

       

      ***


      Customer Answer

      Date: 19/06/2025

       

      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:09/06/2025

      Type:Customer Service 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 applied for TELUS Mobility for Good low-cost 10GB or 20GB data plan to government-assisted refugeeswhich offers a free smartphone and a choice between plans on March 31st 2025. I got a Teludemail requeating I contact them. Since then my application is not processed. Customer service has even denied the offer which is advertised on Telus company website

      Business Response

      Date: 09/06/2025

      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.

      This matter is now considered closed by this office.


      Sincerely,


    • Initial Complaint

      Date:02/06/2025

      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.
      In December 2024, I purchased two phone plans and two phones from TELUS as part of a Black Friday promotion. The deal I was promised was $45/month for the first line, $30/month for the second line, and two free phones as part of the offer. However, since the very first bill, I have been charged $60/month for each line—much higher than what was agreed upon.

      I have contacted TELUS customer service multiple times, as well as the store, where I signed up for the plans, but I have not received any clear explanation, adjustment, or resolution. My phone also started malfunctioning, and when I sought help, I was told to visit the phone company, but I still did not receive any answers or support.

      Recently, I contacted TELUS again to express my frustration and asked to cancel the plans due to being overcharged and not receiving the promised deal. I was told that to return the phones, I would have to pay an additional $1,000, which was never disclosed to me at the time of purchase. * **** * **** **** ****** *** ************ *** ** ******** ******** ** ******* *** ***** ******** **** ***** **** ******* I am seeking a correction to my billing to match the original deal, a refund for the overcharged amounts, and/or the ability to exit the contract without penalty.

      Business Response

      Date: 16/06/2025

      Dear BBB Administrator,
      Thank you for bringing this customer's concern to our attention. This correspondence is intended to address this issue.
      TELUS has attempted to reach the customer on multiple occasions with messages left but have not received any call back.
      Should the customer wish to discuss further regarding any outstanding issues they are experiencing, they can contact our TELUS Client Care team at ###-###-####. 
      Sincerely,

      ***


    • Initial Complaint

      Date:02/06/2025

      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.
      Changed to Telus for mobile service *** **** * ******* ****. ********** ** **** **** *** * *** *** we were told agreement with details would be emailed to us, that never happened. We were charged double for everything. * ***** ******* *** **** **** ** **** ****. I paid $173.at the counter and a week later got a bill for $225 that no one can explain to me. * **** *** **** ** *** ***** ** **** *********** ** *** * ***** **** **** *** **** **** * ***** ***** ** ** **** **** ** *** ******* *** **** *********** *** *********** ** ******* *** ******* ** **** ******* ******** *** ****** **** ****** *****

      Business Response

      Date: 10/06/2025

      The client has been contacted and all concerns pertaining to their TELUS Mobility account have been addressed to the client's satisfaction.

    • Initial Complaint

      Date:02/06/2025

      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.
      Contract with telus had finished. Switched over ** **** due to a better deal. Telus had then contacted me and offered us better than ****. They had told me that they would be able to get me the phone within three days **** **** *** ****** **** ******. * **** *** ********* *** ** ** ******* ******* *** *** ***** ***** *** **** * the phone did not arrive until January 14th. I contacted them to find out where to bring the phone back. They had told me it cannot be sent through mail and had to be dropped off in reddeer. I then sent my wife to reddeer and they had said we can't bring it to then because it was to small of a store and to bring it to calgary. She then drove to Calgary and was told that she could not drop it off their either. ** *** ******* ** *** ******* *** **** ***** ********* ****** *** *** ****** ****** *** **** *** *******. I have not received any details on account information or billing info. ****** **** **** * *** * ******* *** ***** * **** ** ** ****** ******

      Business Response

      Date: 07/06/2025

      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,

      ****** 

    • Initial Complaint

      Date:27/05/2025

      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.
      Initial Contact with the Business was sometime around Early June 2024.

      They offered me a one-month free trial for internet services. I accepted their offer and agreed to have the internet installed for a 1-month trial period.

      After 7-10 days of using the service, I received another call from representative asking me if I wanted to proceed with setup of the Mobile services offered as well. I told the representative I would not be proceeding and that they needed to cancel the 1 month trial as well since I am not satisfied with the service. The representative agreed and told me they would send information about returning the equipment. After this call I proceeded to immediately unplug the internet router and disconnect the service to send the equipment back.

      After 2 months of waiting, I received a bill from Telus saying I owed $289 or so for the internet service i have been using. I argued with them about it being cancelled and impossible for me to have used the service since the router is not plugged in. They refused to accept it saying the router has usage and they will not cancel the bill. Upon further inspection I found another router that was plugged into my breaker circuit which was still powered on which the installation guy must have placed.

      After arguing with the business for some time they only reduced the charge by 80 dollars or so and refuse to cancel my bill.

      Now they have escalated it to a debt collection agency and I have still not taking their equipment back even after I called them multiple times to inform them I still have it and have not received any instructions to return.

      They have not even provided me an invoice or account number with which I can view the charges and the reasoning for them.

      Business Response

      Date: 17/06/2025

      Hello ********,

      We've looked into the matter and client had a previous escalation with us, ******* (resolved in August of last year).

      Our records indicate that we agreed to waive the cancellation fee of $315 but declined to waive the accumulated charges because every statement showed that there had been internet usage.

      Our case records indicate client was informed of this and accepted the offer. Unfortunately the agreement can't be amended at this point, as the overdue balance has been transferred to a collection agency and the client would now need to deal with them directly in regards to the balance owing.


      TELUS Manager

      Customer Answer

      Date: 17/06/2025



      Complaint: ********



      I am rejecting this response because:
      There is a 30 day money back guarantee offered by Telus ** *** ** **** *****
      ****************************************

      I notified Telus well before 30 days that I was not satisfied with the service and wished to cancel and get a refund immediately. They refused to pickup the equipment and cancel the account and now say I must pay for it. **** ** ************ *** ******* ********* ******** *********


      Sincerely,

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

    • Initial Complaint

      Date:27/05/2025

      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 signed me up for a promotional rate and then changed it after. After asking them about leaving, I was told I would be charged to leave the two year contract. They added about 40$ per month extra after I spoke with them without my knowledge.

      Business Response

      Date: 16/06/2025

      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. His invoices are now back at the amount he had planified with Canadian Government EPP . This matter is now considered closed by this office.


      Sincerely, 

       

      **** ****** 

      Telus-Koodo BBB specialist


    • Initial Complaint

      Date:08/05/2025

      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 am writing to express my concern regarding a recent increase in charges on my Telus bill ( 28 March 2025, 28 April 2025). I noticed that the total amount for this billing period is higher than usual (Usually 42 cad But from March it has gone up to 47 without any reasons), and I have not made any changes to my plan or services that would justify this increase.

      Could you please provide a detailed check on change in pricing? I am not aware of any change in my plan or rates, I would appreciate receiving help from BBB to stop Telus billing department to Impost such charges without any prior notice and information..

      On Text Chat with Customer Care the response was not satisfactory . I had a 3 year fixed Contract for the services. In which they never marked about increasing the price as such.

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

      Customer Answer

      Date: 11/06/2025

      This is for your records, that TELUS team reached out directly to me and have assured that they will close this matter to the earliest. Will keep you posted if no actions are taken or any further proceedings take place in this complaint.

    Telus Mobility is NOT a BBB Accredited Business.

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