Telus hardware equipment balance sent to collections

Hello TELUS team and Community,

I am writing regarding an urgent issue with an unreturned equipment charge that was erroneously sent to collections.

The equipment in question was already returned and confirmed delivered via courier. Despite the delivery being completed, an unreturned hardware fee was generated and routed to an external collection agency, resulting in a sudden, severe drop on my credit bureau report.

And I wasn’t contacted or notified from Telus or through any external agency related to collections. Before I left the Telus service I just confirmed with the agent that balance is zero and there’s nothing on my end to pay back. Literally credit score got destroyed so badly, and from 780 to 680 due to this dispute.

Because the hardware was sent back, this balance is erroneous. Could a Telus moderator please reach out via private message to review my account? I need Telus to:

1. Verify delivery using my courier tracking and equipment serial numbers.
2. Formally recall the account from collections.

I have full courier delivery receipts and tracking documentation ready to share securely.

can some please guide me if there were in this situation.

Thank you.