Account Collections Issue

[Masoud_Rad]

I have been sent to collections by Telus for an alleged unpaid balance of $107.01 on my previous internet account (April 2021 – April 2023). However, my payments were set up as pre-authorized, and even after the service was disconnected and my contract ended, Telus continued charging me, eventually resulting in a final bill of $0.00 in August 2023.
Despite this, I received no prior notification—no emails, texts, or calls—regarding any outstanding balance. It wasn’t until a collection agency contacted me that I learned of this supposed debt, which has unfairly damaged my credit score. I have spent several hours on the phone with Telus customer service, only to be told that they cannot help me since the account has been transferred to collections.
I provided proof of the $0.00 balance to the collection agency, but after weeks of follow-ups, they informed me that Telus has not responded to their inquiries, leaving me stuck with a negative credit report that I cannot correct without Telus's cooperation.
I am still a current Telus customer, As a loyal customer, I don't expect any special treatment, but I also don’t expect Telus to ruin my credit score, waste my time, and cause unnecessary stress. I am counting down the days until my family members’ contracts with Telus end so we can move on to a provider that values its customers. In the meantime, I will continue taking all necessary steps to reclaim my rights.

[omolomi]

Going through a similar issue now. thank goodness I randomly decided to log in to my old telus account and discovered they have been charging late payment charges on my mobility despite showing that I have a huge credit on my home services. if  I hadn't checked I would be in the same position you are in now where they have taken the balance to collections. telus needs to do a better job with reconciling accounts when accounts are closed. for example when the account was closed I could not even see any accounts or billing information and I just assumed because it was closed I would no longer be able to see any details of my old account. but alas, I log in yesterday and found late payment charges. this boggles my mind because telus actually sent me a refund check for my closed account so I don't know why they would send me a refund check and still say I owe a balance on my closed account. 

[TELUS_Support]

Hey @omolomi - we would like to take a look into this situation if you could please send us a private message

[Yan]

Hello Telus support, I am experiencing exactly the same thing as I just got phone calls and email from first choice credit service on June 26,2025 saying that I have $241 balance outstanding when I just got an email from Telus saying that I have $128 credit on June 25,2025. I cancelled my contract in April and received a bill in May with a $241 charge for service of May which was not making any sense. I called Telus support , confirmed my final balance was only $106 .i made the payment in full immediately. Then ! On June 25, got an email from Telus with $128 credit back (not sure why ???) then next day got another email from collection agency for $241 balance which made me so confused. That email was threating the payment must be paid in 7days or my name would be reported to credit bureau which would impact my credit score/report. Based on all feedbacks here, seems like I am not the only one. Based on What I have experienced in the last couple months, Telus should have better account records management/reconciliation.

[TELUS_Support]

Hi @Yan - we need to take a full look at things. We will send you a private message

[facun20]

I'm also in the same position. Telus sent me NO email when they said they would after I closed one account with them to provide the total balance. Instead, they sent me to collections, which I just paid, and I avoided paying because I thought it was a scam from First Choice Credit Service until I realized they seemed to have the correct Telus account number, though I hate how you can't see what your account number is in the email. I tried calling Telus COUNTLESS of times to find out what's going on and nothing hold after hold. This is truly unacceptable, as a loyal and current customer to be put through this is a shame.

[TELUS_Support]

Hey @Masoud_Rad we would like to look into this. Please send us a private message

[Masoud_Rad]

@TELUS_Support  After you confirmed there was no unpaid balance and that this amount was mistakenly sent to collections, a Telus manager also reached out to assure me that Telus had communicated with the collection agency to remove this entry entirely.

However, the collection entry, now showing a different amount, is still on my credit report. Despite repeated calls to the agency, they have not provided answers or updates. This is an error that only Telus can fully resolve with General Credit Services(collection agency).

I am now dealing with an inaccurate collection entry affecting my credit, and I would appreciate your assistance in ensuring that this matter is entirely resolved with the collection agency as soon as possible.

[TELUS_Support]

Hi @Masoud_Rad - that manager that reached out to you should be able to help. Do you still have their contact info? If not we can help if you please send us a private message

[Ianap]

Hello Telus team, 

I am not sure what’s you process on it. But collection agency and you definitely not communicating. 

[Ianap]

Had the same issue! And it went to collections dragging my score down, Telus said the account is not canceled or closed whether the collections agency saying it’s closed and settled and I have to deal with Telus on my own! Will never be a Telus customer again.

[KL101]

TELUS is EXTREMELY lucky that I recently renewed my mobile/home services contract or I would be out the door after being a customer for 12 years. They pulled this exact thing on me for a cancelled contract on my previous internet because I had moved and they could not provide the same services at my new location. The contract was cancelled but apparently there were fees I was unaware of as I received NO COMMUNICATION from TELUS that there was an outstanding balance.

After multiple HOURS of wasting my time with online chat/bots to try and get to someone, I gound out through mobility services (only people I could get a hold of) that it was legit.

luckily I answered my phone and the account with General Credit Services is paid and closed before reporting it to CRA/etc. 

This is backhanded business practises, it’s foul and as soon as I can get out my contracts I will NEVER be a TELUS customer again.

[gxu82]

The exact same thing happened to me. At first, I ignored the phone calls and emails from General Credit Services because I thought they were a scam. However, after chatting with a Telus agent, I was told that I did, in fact, have an outstanding balance. They advised me to contact the collection agency.

When I reached out to General Credit Services, I explained that my last bill was $0 and that the account cancellation fee was charged 1.5 years after I had canceled my service with Telus. I also mentioned that I had never received any emails or mail regarding this bill. They told me I had to contact Telus to get the issue updated.

I then spoke with Telus again and requested to speak with a manager. The manager called me back and promised to investigate the matter. Eventually, I was informed that I didn’t need to pay and that Telus had emailed the collection agency. However, I still kept receiving emails from the collection company, as they claimed they hadn’t received any updates from Telus.

Fortunately, my credit record has not been affected so far.

[TELUS_Support]

Hey @gxu82 - we can investigate this situation. We'll send you a private message to help

[Danwa]

With me I cancelled my services, after contract expired, I was tired of phoning Telus to get favourable rates, actually I did call them now that I think about it, but they didn’t offer competitive rates so I switched providers. When I called to cancel services they offered a competitive rates but was too late. Anyhow some bills kept coming in so I called at least twice to say I quit services don’t know why you think I’m still using services especially when hardware was sent in.  At last a rep apologized and said account was null and it was over. Then they started calling my wife we ignored calls, as we don’t know why they would call.  

Now a collection agency has called asking for 600 dollars, Not sure what to do, would rather go to court than pay.

[Dimo-X]

That's definitely weird... Specially if you've called and specifically asked for your accounts to be cancelled. I'll send you a PM to check the account for you.

[SP131]

I have filed a major dispute with Equifax over Telus as well. Telus has destroyed my otherwise A1 rated credit with their nonsense. Appalled at how they treat customers. 

[Ercument]

I contacted Telus after 14 days from signing a contract for a phone line and asked them to terminate my account (November 2024). The first month was already paid. I didn't like the fact that I was immediately asked to pay another bill within two weeks based on a strange time-frame arrangement for payment dates.
I believe the problem Telus has is related to the disconnect they have between the finance department and customer service department. I explained my situation twice to two different agents that I never used the phone line after 14 days of its first month and repeated my request that my act should be viewed as "returning the product", because I was not satisfied with the service, sensing that there would be more problems later. I spent hours talking to the agents who tried to connect me to the financial department but they failed. The computer programs of the financial department continued to charge my account, because it is automatic. Billing is automatic. No one actually looks at whether the phone is active and is being used. They go by what computers tell them. Their computer program decides when to send the account to credit bureau and when to send it to a collection agency. After 5 months I haven't received any assessment on my requests I made to Telus agents, who have absolutely no power and who are also upset that they are not able to solve customer issue during more than one hour chat with them.
I have no time to deal with their humanless business practices. I'll see where it all goes. 

[TELUS_Support]

Definitely not the experience we want for our customers. We'll send you a private message to discuss further.

[Cameronmerc]

The same thing happened to me TWICE. They made no attempt to contact me or make me aware of this for almost a year! While I was using other services from them!!