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 ...
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
HeyTELUS_Support. The last I heard from you in PM is two days ago.
And my purpose of putting the information out in the forum is to make them aware of what is happening on my issue and if anyone else is facing the same problem.
