Why has Telus sent me to a collection agency? Part1

Why have I received a notice that I must pay a collection agency for an account that was closed in Oct 2020.  

The account was not in arrears and was closed and I received confirmation that it was closed. I currently have 2 accounts that are in good standing and paid by automatic withdrawals every month. One account is a Mobility account # ending..243, the other account is for Home Services account# ending ...690.

The home services account was created in so that I could continue with home internet to the house my mother owned. I was PoA at the time (she is now deceased). When I moved from BC to AB Telus Home Services Retention required me to create a new account, so I did with Daniel's help. In Nov 2024, Daniel gave me the new account# ending..690. Somehow in that administration process, an old cancelled account with the same number that the collection agency is now trying to collect for. Account ending#..0521.

I called back to telus as soon as it was possible (January 2025) to connect and got a Telus agent in the Phillipines (Benji?). He assured me that a system error was responsible and that the account ..0521 would be cancelled. Benji gave me Ticket number...8145144.

I have never received a bill nor paid a bill to Telus Acct#...0521, and all other accounts appear to be in good standing. 

Then Nov2025 and Veritas notified me of an amount owing - but due to lots of phishing and spoofing going on - and a complete lack of details, I ignored the Veritas claim as fraudulent.

By Feb2026 it seems the account#..0521 had been handed off to Resolve Financial, I received notice but again due to a complete lack of details included other than an amount owing, and my inability to recollect a 9 digit account number that had been closed more than 5 years previously I ignored this Resolve email as a scam. 

On April 17 2026 I called Telus and spoke to Byron in Guatemala. He assured me it was probably a scam, and created a ticket Ref# SET-55468. 

2100 Character limit - See Part2 

Terry