ARM Collection Agency Dispute

I received a letter in the mail from ARM (Collection Agency) stating that I owe money to Telus on behalf of General Credit Services. Checking my current account, I'm in good standing. Prior to January 2025, I used Bell for mobility services and shared the internet with our landlords, who also used Bell. Considering these factors, I was surprised to receive the collection letter.

Timeline of events;

September 24th - Receive letter. Call Telus, talk to an agent who transfers me to the department that is closed for the day.

September 25th - Speak to somebody on the phone for 90 minutes. They provide more information for me, speak with billing, and get a sense of what's going on. They have to transfer me to another department. Have to start teaching for the day, call back scheduled for a specific time frame. No call back.

September 26th - Finally get on the line with somebody, explain the situation, and they say they will take 2-3 minutes to review my info. As they put me on hold, the call drops. They confirmed my number and assured me of a callback if the call drops, the call back never happened

This is erroneous behaviour on behalf of Telus. The fact that you have to deal with an AI phone bot for nearly 5 minutes before even getting put through is ridiculous. After just switching our household to two mobility plans, as well as home internet and security, I'm regretting this decision heavily. I will be filling a CCTS complaint.