MyTelus App access issue after account cancellation; collection agency contacted despite fee miscommunication

As I indicated in my last message, it was a Telus Rep from Telus Facebook that indicated that my request and complain would be directed to an escalation manager. This happened yesterday. Still didn't hear back from Telus.

However, last time I spoke with the escalation team weeks ago, the lady advised that all bill and confirmation of payments would be sent via mail and that Telus would send a notification of payment to collection. None of these happened. When I complained, Telus send two emails with older bills with no payment shown and in a phone call with collection, I figured out that Telus didn't communicate anything to them. Checked the credit score and of course it was adversely impacted (i.e. collection rep indicated that delaying this payment communication would impact score).

I believe that the least that Telus should do at this point after all these hassles and issues that you retract the account from collection.