Account Collections Issue

I have a collections agency who put a flag on my credit which I need to pay before getting a mortgage. Best I can tell it is from Telus wireline which was my home account number from 2019. I am a long time Telus mobility customer to this date and have not been told of any balance owing for this account from Telus.  I think this process of getting collections involved is critically impacting families who need to have housing security. The issue is Telus never contacted directly for amount of around $300 that has now several years later skyrocketed to $1700. How can one expect to continue with a company for mobility services who practices in this way?!

The same thing happened to me TWICE. They made no attempt to contact me or make me aware of this for almost a year! While I was using other services from them!!

I contacted Telus after 14 days from signing a contract for a phone line and asked them to terminate my account (November 2024). The first month was already paid. I didn't like the fact that I was immediately asked to pay another bill within two weeks based on a strange time-frame arrangement for payment dates.
I believe the problem Telus has is related to the disconnect they have between the finance department and customer service department. I explained my situation twice to two different agents that I never used the phone line after 14 days of its first month and repeated my request that my act should be viewed as "returning the product", because I was not satisfied with the service, sensing that there would be more problems later. I spent hours talking to the agents who tried to connect me to the financial department but they failed. The computer programs of the financial department continued to charge my account, because it is automatic. Billing is automatic. No one actually looks at whether the phone is active and is being used. They go by what computers tell them. Their computer program decides when to send the account to credit bureau and when to send it to a collection agency. After 5 months I haven't received any assessment on my requests I made to Telus agents, who have absolutely no power and who are also upset that they are not able to solve customer issue during more than one hour chat with them.
I have no time to deal with their humanless business practices. I'll see where it all goes. 

I have filed a major dispute with Equifax over Telus as well. Telus has destroyed my otherwise A1 rated credit with their nonsense. Appalled at how they treat customers. 

With me I cancelled my services, after contract expired, I was tired of phoning Telus to get favourable rates, actually I did call them now that I think about it, but they didn’t offer competitive rates so I switched providers. When I called to cancel services they offered a competitive rates but was too late. Anyhow some bills kept coming in so I called at least twice to say I quit services don’t know why you think I’m still using services especially when hardware was sent in.  At last a rep apologized and said account was null and it was over. Then they started calling my wife we ignored calls, as we don’t know why they would call.  

Now a collection agency has called asking for 600 dollars, Not sure what to do, would rather go to court than pay.

The exact same thing happened to me. At first, I ignored the phone calls and emails from General Credit Services because I thought they were a scam. However, after chatting with a Telus agent, I was told that I did, in fact, have an outstanding balance. They advised me to contact the collection agency.

When I reached out to General Credit Services, I explained that my last bill was $0 and that the account cancellation fee was charged 1.5 years after I had canceled my service with Telus. I also mentioned that I had never received any emails or mail regarding this bill. They told me I had to contact Telus to get the issue updated.

I then spoke with Telus again and requested to speak with a manager. The manager called me back and promised to investigate the matter. Eventually, I was informed that I didn’t need to pay and that Telus had emailed the collection agency. However, I still kept receiving emails from the collection company, as they claimed they hadn’t received any updates from Telus.

Fortunately, my credit record has not been affected so far.

TELUS is EXTREMELY lucky that I recently renewed my mobile/home services contract or I would be out the door after being a customer for 12 years. They pulled this exact thing on me for a cancelled contract on my previous internet because I had moved and they could not provide the same services at my new location. The contract was cancelled but apparently there were fees I was unaware of as I received NO COMMUNICATION from TELUS that there was an outstanding balance.

After multiple HOURS of wasting my time with online chat/bots to try and get to someone, I gound out through mobility services (only people I could get a hold of) that it was legit.

luckily I answered my phone and the account with General Credit Services is paid and closed before reporting it to CRA/etc. 

This is backhanded business practises, it’s foul and as soon as I can get out my contracts I will NEVER be a TELUS customer again.

Had the same issue! And it went to collections dragging my score down, Telus said the account is not canceled or closed whether the collections agency saying it’s closed and settled and I have to deal with Telus on my own! Will never be a Telus customer again.

TELUS_Support  After you confirmed there was no unpaid balance and that this amount was mistakenly sent to collections, a Telus manager also reached out to assure me that Telus had communicated with the collection agency to remove this entry entirely.

However, the collection entry, now showing a different amount, is still on my credit report. Despite repeated calls to the agency, they have not provided answers or updates. This is an error that only Telus can fully resolve with General Credit Services(collection agency).

I am now dealing with an inaccurate collection entry affecting my credit, and I would appreciate your assistance in ensuring that this matter is entirely resolved with the collection agency as soon as possible.

Hey Masoud_Rad we would like to look into this. Please send us a private message