Forum Discussion
Account Collections Issue
I have been sent to collections by Telus for an alleged unpaid balance of $107.01 on my previous internet account (April 2021 – April 2023). However, my payments were set up as pre-authorized, and even after the service was disconnected and my contract ended, Telus continued charging me, eventually resulting in a final bill of $0.00 in August 2023.
Despite this, I received no prior notification—no emails, texts, or calls—regarding any outstanding balance. It wasn’t until a collection agency contacted me that I learned of this supposed debt, which has unfairly damaged my credit score. I have spent several hours on the phone with Telus customer service, only to be told that they cannot help me since the account has been transferred to collections.
I provided proof of the $0.00 balance to the collection agency, but after weeks of follow-ups, they informed me that Telus has not responded to their inquiries, leaving me stuck with a negative credit report that I cannot correct without Telus's cooperation.
I am still a current Telus customer, As a loyal customer, I don't expect any special treatment, but I also don’t expect Telus to ruin my credit score, waste my time, and cause unnecessary stress. I am counting down the days until my family members’ contracts with Telus end so we can move on to a provider that values its customers. In the meantime, I will continue taking all necessary steps to reclaim my rights.
24 Replies
Going through a similar issue now. thank goodness I randomly decided to log in to my old telus account and discovered they have been charging late payment charges on my mobility despite showing that I have a huge credit on my home services. if I hadn't checked I would be in the same position you are in now where they have taken the balance to collections. telus needs to do a better job with reconciling accounts when accounts are closed. for example when the account was closed I could not even see any accounts or billing information and I just assumed because it was closed I would no longer be able to see any details of my old account. but alas, I log in yesterday and found late payment charges. this boggles my mind because telus actually sent me a refund check for my closed account so I don't know why they would send me a refund check and still say I owe a balance on my closed account.
TELUS_SupportOfficial Support Team
Hey omolomi - we would like to take a look into this situation if you could please send us a private message
Here is the situation:
I was a TELUS Home Services customer (Account # ******552).
An outstanding balance accumulated, and my account was sent to collections (Debt # ******78 at GCS).
I have since paid this account IN FULL, directly to TELUS.
Payment 1: $178.61 (Paid on September 30)
Payment 2: $55.20 (Paid on October 03, for a late fee)
My TELUS account portal confirms these payments and clearly shows a $0.00 balance. The account is closed.
However, GCS is still actively trying to collect this debt. Their latest notice shows they received the $55.20 payment but are still missing the main $178.61 payment, claiming I owe $123.41.
This is clearly a communication error where my payments to TELUS were not reported back to GCS.
I have screenshots of my $0.00 balance, my full payment history from the TELUS portal, and the collection letters from GCS, which I can provide to a TELUS staff member in a private message.
Can a TELUS moderator please look into my account (******552), confirm the $0.00 balance, and immediately send a recall notice to General Credit Services (GCS) to stop this harassment and protect my credit score?
