Forum Discussion
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
2 Replies
Why has Telus sent me to a collection agency? Part 3
I sent an email reply to the May19 Resolve notice. Later that day on May21 I received a phone message from Resolve indicating they had read my email, but had to wait for Telus to notify. I called and spoke to Megan, she was nice, but we are all now waiting on Telus, and I have to go away again next week.
I do not know how to easily get any info from Telus in writing. Whenever I call I get a different agent in a different country. My life is in turmoil, I cannot sleep, and my credit rating threatened by a Telus 'system error'. In addition I am being charged a 34.92% interest rate b Resolve on a balance that seems to be a Telus 'system error'.
As a long time Telus customer (I have been with Telus for as long as I recall) I am now convinced Telus has depleted my loyalty and that I am all used up.
I sincerely there is someone at Telus Support on here - who can provide help and a solution.
Terry D
Why has Telus sent me to a collection agency? Part 2
I kept getting Resolve emails, about every week (Byron assured me it would take Telus a week or more to track down the sender and that I should not respond to Resolve).
Then on May 19 2026 I found another Resolve email in my spam mailbox. Fed up and I called Telus and was given the phone number# for General Credit Services at 1-855-777-4274. An agent there assured me Resolve was a real company, but that I should be concerned because even tho he worked in the business, he had no solution to offer.
Thursday May21 I called Telus again and got Millie in Guatemala. Millie verbally indicates the account has been cleared and that Telus does not know why Resolve is still after me for $. Millie gives me another Ticket# SET-82199, and indicates I might have to wait until next Friday May29. Millie also indicates she cannot give me anything in writing to verify our conversation.
I called Resolve and indicated I needed to get the Telus info in writing. I indicated that I had already asked for something in writing and been turned down. Both General and Resolve have now indicated the Backup file would only be available to me if I called Telus again. By now you may suspect my phobia of calling Telus is internally raging.... each call takes a minimum of about an hour.
See Part 3
