Urgent Request for Resolution

I am submitting this complaint regarding the handling of a remark placed by TELUS on my credit report concerning an alleged outstanding balance of $37 I was a customer from 2019-2024 & every bill was paid on time through pre-authorized payments.I never missed a payment & was shocked to learn this issue during a credit check on August 26th, 2025. TELUS maintained multiple valid contact methods on file but failed to make any reasonable effort to notify me, relying solely on an inactive email address that resulted in a delivery failure. Had I been properly notified of the outstanding charge at the relevant time, I would have promptly remitted payment. When I contacted TELUS, I was told that payment of the balance would prompt TELUS to request removal of the derogatory credit remark. I was also advised that the balance had been sent to a collection agency, GSC. However, upon contacting GSC, I was informed that the account had been returned to TELUS on October 28, 2024. TELUS claims the balance is no longer with them. I was promised a callback within 72 hours, which never occurred. When I followed up on August 29, 2025, I was told the investigation might take 2 more weeks. My request to escalate to a manager was denied, as managers do not handle customer calls. This extended delay is unacceptable & prolongs the harm to my credit standing. Despite my willingness to promptly settle the balance, TELUS has failed to provide a clear resolution. The ongoing miscommunication and lack of procedural transparency undermine TELUS’s credibility and leave me no option but to escalate this matter further. I trust TELUS will now act with urgency to resolve this without further delay.