Forum Discussion
Alleged debt from 2018 sent directly to Collections General Credit Services
I am so disappointed in Telus. Have been a loyal customer with no payment issues and Telus decided to send my previous home services account to collections. General Credit Services (GCS) informed me that there is an outstanding bill from March 2018. I make pre authorized payments on my account and I am unsure how there would be any balance on my account.
I contacted Telus customer service and also spoke to the billing department. I questioned why they did not contact me if there was any outstanding balance and asked for a copy of my bill. They said since the balance is old they are unable to issue the bill where the balance arises. And asked me contact GCS.
Agent at GCS said they only collect the balance and any further information can only be obtained from Telus. I am being bounced around with no direction on how I can resolve the issue.
15 Replies
For the people following this forum:
I sent direct message to Telus customer service and they are providing different information from what was provided to me by customer service.
The customer service on the phone said the balance comprised of two separate charges. $150 for equipment and $38ish for internet usage. Upon explanation that the equipment was returned to a Telus store as advised back in March 2018, he said that they will cancel the $150 charge. I also requested him to provide me with the original bill and amendment as it is my right to have it as a customer. He went on explaining that since the debt is so old they cannot issue a bill. I said how do they want me to believe that I have an outstanding bill. He transferred me to the billing and payment department for further assistance.
The agent, Alan in the billing department said that the account due to the unpaid balance was sent to collections. I informed him about my conversation with the customer service representative. He stated that the customer service agent was wrong in cancelling the equipment charges of $150. And sent an email to the customer service support team and asked me to contact them in 30 days.
I asked him to issue me the bill where the debt originated. Alan explained that he does not have access to the system used by the customer service representative. Alan said Telus no longer handles the debt and I should be contacting GCS for a bill and to make the payment. I repeatedly explained that the collections is making a claim on the basis of the alleged Telus outstanding balance. So Telus should be making the bill as proof that there was an outstanding bill.
Read my previous response….continued
This is the response I received from the direct message to customer service support team:
The bill issued on March 25, 2018 was $97.87. The internet service remained active until it was cancelled on April 27, so a partial- month credit was applied for the days after disconnection. This resulted in a credit of - $84.19 rather than a full month, because the service was still active for the first 2-3 days of the billing cycle. After the credit was applied, the remaining balance for April was $16.43. This balance was never paid, so late fees were added over time, which is why the amount with General Credit Services is higher than the original balance.
How is Telus giving me two different answers?
And let’s say if there was actually an outstanding balance why did they not send me the bill or try to communicate with me. And after 7.5ish years later decided to send me to collections? How ridiculous.
The GCS agent said there was an audit done at Telus earlier this year covering periods from 2014 onwards and now all the outstanding bills along with the late charges and interest have been sent to collections.
I continued living at the same address after my account was canceled; why did Telus not send me a bill? They could have contacted my phone number? No, they send me to collections…and collections threatens me that if the balance is not paid in full they will report me to the credit bureau affecting my credit score.
TELUS_SupportOfficial Support Team
Hey ZNA - Though we understand your frustration, this forum is designed to get help from peers so they won't be able to help.
We'll continue in PM
- TELUS_Support
To take a closer look at the account and the balance from 2018, we’ll need to authenticate you securely. Please send us a private message, and we'll see how we can help.
Hello, what details can I provide you to assist.
Thanks,
Ken Roblesky
On 2025-11-17 3:39 a.m., TELUS Neighbourhood wrote:Hi karoblesky,TELUS_Support posted a new reply on 11-17-2025 06:39 AM
Re: Alleged debt from 2018 sent directly to Collections General Credit Services
To take a closer look at the account and the balance from 2018, we’ll need to authenticate you securely. Please send us a private message, and we'll see how we can help.
TELUS Neighbourhood Team
- TELUS_Support
Once we get your private message we will authenticate your account. You can find the envelope icon at the top right-hand corner to send us a message.
Good morning, what would you like to know?
- TELUS_Support
Please send us a private message so we can further assist.
If today's call with the Telus agent does not solve it, I will be sending a complaint to:
Commission for Complaints for Telecom-television Services (CCTS) for assistance found at:
https://crtc.gc.ca/eng/contact/question.htm#ccts
Hi, see my previous post. I was reassured by Telus this was solved a couple of months ago. Like you, I am now being harassed by collection agency. I have told them to cease and desist especially after a second reassurance by Telus on the phone today and informing the collection agency in writing. If it continues I will be making a complaint to the CRTC and copy the Minister responsible. What a glorious waste of my time for bill that does not exist as stated by Telus-twice. I am also researching to see if any other federal ministries are still dealing with unfair trade practices and will proceed accordingly. All that has to happen is that Telus collections contact the collection agencies involved(two levels) and inform them that the debt does not exist. To date after several months, they appear to be negligent in doing so. If I see a negative submission which affects my credit due to a non existent debt and associated negilgence then I will proceed further.
If you can withstand the stress of it, I would keep all communications from Telus, and inform the collections agency to take you to court as resolution is impossible outside of mediation or legal proceedings.
