Forum Discussion
30-Day Late Reported From Bring-It-Back Charge — Unable to Reach Correct TELUS Team
I’m posting here because after multiple attempts over the past two months, I’ve been unable to resolve a credit reporting issue through customer service. id like to note that, I have consistently paid my regular TELUS service bills on time
- The issue arose from a Bring-It-Back device balance (~$400) that was billed after my normal payment due date
• I could not pay the full surprise charge immediately, but I made additional payments anyway
• I proactively contacted TELUS and arranged a formal 6-month payment plan, which is active and being paid as agreed
• I recently made an additional $150 payment on top of the plan
Despite this, TELUS has reported the account as 30 days late to both Equifax and TransUnion. This was not a missed service payment, but a delayed device charge that was addressed in good faith under an agreed repayment arrangement. I have called TELUS several times to resolve this. Each time, I reach offshore customer rep who are courteous but do not have the authority to review or correct credit reporting, and unable to escalate this to a credit reporting team. This has left me stuck in a loop with no effective resolution, despite my efforts to stay current and work with TELUS. I am requesting assistance from TELUS escalation / credit reporting support to review this case and consider a goodwill correction. Any guidance or escalation assistance from TELUS moderators would be appreciated. Thx, Adrian
3 Replies
I have been contacted since posting — however, the outreach has only resulted in being redirected back to the same customer service channels I had already exhausted prior to posting here.
Unfortunately, this doesn't help. Those teams have consistently confirmed they are unable to do anything regarding reviewing or amending credit bureau reporting, nor to escalate to the appropriate department.
So now I’m back at square one, despite all efforts,
I’m respectfully asking TELUS to take ownership of this case by facilitating direct contact with the internal credit reporting or escalation team capable of reviewing the account history and assist to resolve this.
I appreciate the response so far, but I’m hoping for a solution not another loop.
TELUS_SupportOfficial Support Team
Understandably frustrating. We'll send you another private message to discuss this further.
- TELUS_Support
Hi Adrian, we'd like to take a look into this for you and will send you a PM momentarily.
