Sent to collections after service

I have been a Telus customer for over 10 years. I was upgraded to a new Telus hub system, saying the old ones were being phased out. After having the new one set up for some time, I realized my phone and computer were still connected to the old hub device. I also was unable to find this new device on my account or access any info in terms of usage or billing. Because of this, I was getting billed without any knowledge. I reached out Telus concerned that I owed money but wasn’t able to access the info to said account. I have had multiple failed attempts in trying to access this “lost” account. I am now getting calls from a collection agency stating that I owe Telus close to $1000! I am surprised and honestly blown away at the lack of service from Telus.