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.
1 Reply
TELUS_SupportOfficial Support Team
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.
