Forum Discussion
Telus taking me to collections after an account closure from 5 years ago
I recently started getting emails from a collections agency for an account that was closed back in 2020 which was 5 years ago.
I have spoken a few times with customer support, the collections team, and the loyalty team at Telus and have been sent all over the place with no answers. The collections team originally stated that they would go through an approval process to credit the charge back since I was never given any indication that I had owed any money to Telus. No emails, no phone call, and I had opened a new home services account with them a year and a half after closing the original home services account but was never told a thing.
Just this week I had spoke with the collections team again who said that the account was opened by a technical mistake and that they would put in the requests with the back office team to credit the amount back. The collections team agent then said I will have to speak with the loyalty team to get the credit the amount back so they forwarded my call to the loyalty team.
Speaking with the loyalty team member they informed me they would put in some approvals and call me back in a few days to provide an update.
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6 Replies
These problems and lack of prompt solutions are now the norm with Telus. Outsourcing around the globe has diluted customer service Telus once had.
OP, if you honestly do not owe money then don't worry, at least those collection agencies are still in Canada and common sense may prevail.
I have called the collections agency early october and they said the can't remove this without telus informing them as such. I have tried calling them multiple times and sending them emails but the collections agency doesn't seem to want to respond either.
OK, in my job I have had to deal with these agencies because of clients. Your credit rating is the most they can hurt in the short term, to get a collection order it has to be proved you owe. You have a good case. Again, if you do not owe, don't worry about their threats.
We all have credit scores and they will file that you owe. It is not too hard to let the Equifax know your side of the story.
example. On a self check I found several loan companies on my file. I asked Equifax why they were inquiring since I have had no business with these companies in another province. Turned out someone was using my name/credit to apply for loans. They investigated and all that was removed. Good luck.
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Today the person from the loyalty team called me and stated that the reason for the account being reopened was due to an equipment not being returned and that I would need to provide them with the tracking number that I was given for the returned device. This was 5 years ago of no communication to me about this whatsoever so logically I do not have that tracking number any more. I informed to the agent that because it was a 5 year old return that I wouldn't have the tracking number anymore. They informed me that I would need to call Canada Post and give them my account number and they would be able to provide me with the tracking number that was used. They then informed me that they would call me later this evening to check up on the issue.
Shortly after this call I called Canada Post and they mentioned that since this is a 5 year old return that they will have achieved it and that Telus would have to be the ones to phone and speak with Canada Post's commercial department and see if they can get the tracking number.
The collections agency that has been emailing me has already put a negative impact on my credit score for this. I have been a Telus mobility customer for 10+ years and a home services customer for 5+ years. It's shocking to me that this is how they handle loyal customers. I also have not received that call this evening as promised.
What are my next steps here because I know I sent the device to be returned as it is not here and I wasn't even a Telus customer for some 2020?
TELUS_SupportOfficial Support Team
Hello Bchrysler, we'll need more information in order to assist you with this situation. We'll send a private message message shortly, thanks!
Thank you, it has been a few hours now. When would "shortly" be?
