Services Transfer Error

Hello!

Just at a loss and extremely frustrated - hopefully I can get some help or clarification from anyone that's been through this.

In Jan 2026 I transferred home services from my name to my grandmother. I was on a three-way call, a Telus technician at my grandmother's home called Telus on her behalf, and they called me to verify my info and transfer of all services from me to her. In January I was told that I was no longer associated with her account.

In Jun 2026, I start receiving phone calls from a debt collection agency. Apparently my grandmother (and her new caretaker) did not pay her bills (she was in/out of hospital). Telus chose to bill me instead of my grandmother for reasons unknown to me.

After numerous calls, Telus finally tells me Jun 30 2026 that the error was on their end, they see the transfer of services, and shouldn't have billed me. They say I'll receive a callback Jul 04 2026. I don't. So I can in again today Jul 08 2026 - now I'm being told there is NO transfer of services on their end and the account remained in my name therefore they could continue to bill me. I am so confused. The debt being sent to collections dropped my credit score during a time that my husband and I are trying to purchase a home.

I'm so frustrated. Short of a CCTS complaint, is there anything else I can do besides calling in over and over to get this rectified?