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,...
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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?
HI There , Have you seen any resolution to this issue? I. am having a very similar issue now that I am unable to get a resolution for
The credit issue has been resolved. I am still waiting for the credit bureau to remove the strike off my credit score. I would suggest if you haven't already to speak with support and have them escalate the issue to the escalation manager. This was the only way I could get this remediated. It took a number of times calling and speaking to different team members just to get the closed account issue resolved.
I'll keep trying, I have spent over 5 hours on the phone explaining the situation. My credit score has been affected by 80 points . It was for unreturned gear that I was able to prove with a tracking number that I returned. They are unwilling to provide a letter that states they made an error and my account was never deliquent so that I can clean up my credit rating. I still currently have multiple Telus services and was never even contacted by Telus about the amount that they believed to be outstanding which was $139. Makes no sense , I still pay them over $700 a month in other services. Had I known the amount was due, I could have provided them the tracking to show that I had in fact returned the equipment . Vey frustrating!
TELUS_SupportOfficial Support Team
Hey there - if you send us a private message we would be happy to assist sort this out ASAP
I’d like to send you a private message but I unable to figure out how to do that.
