Forum Discussion
Cancelled account alleged unpaid balance sent to collection
I just learned that I have been sent to collections by Telus for an alleged unpaid balance of $112 (which now became $137.92 according to the collection agency) on my previous TV/internet account in 2025. However, my payments were set up as pre-authorized, and I made sure I have $0 outstanding when I cancelled the service.
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 will transfer me Home Services team.
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 will continue taking all necessary steps to reclaim my rights.
3 Replies
My account was cancelled months ago and I got an email saying it was cancelled. The services stopped working so i didn't think anything of it. i got an email from a collections agency a week ago saying that i owe $197 and that the account was active up until a couple of days ago. I didnt recieve any emails with a bill or anything from telus until today saying that i owe that amount (never got any emails from telus for months).I asked how am i getting charged if the account was canceled. And the person on the phone said "why didnt you call us when you noticed the account was cancelled?" I dont know why i would call them and tell them that it was cancelled when they are the ones that told me it was cancelled. I asked how i can be charged for services I didnt receive. But the agent said I have to pay for it and that he can set up payment arrangements. Basically said there was nothing else they could do.
I know that's probably not helpful, but you arent alone. Ive been with koodo for years and i have never had an issue but I am very frustrated with this situation with Telus
TELUS_SupportOfficial Support Team
Hi abz1997 - we saw your other comment and sent you a private message
- TELUS_Support
Hello jhong, I understand how stressful and frustrating this situation is. If you set up pre-authorized payments, verified a $0 balance at cancellation and received zero communication about a lingering charge before a collection agency reached out, this should not have happened.
Having a balance unexpectedly hit collections—especially while you remain an active, loyal TELUS customer—is a major breakdown in communication and we need to fix this for you right away. We'll send you a private message soon in order to get access to your TELUS account.
