Hello,
I had a mobility account which I closed when I joined my spouse's EPP plan in July 2024. The balance that was on my my personal account was paid off in full at that time.
When we recently attempted to get a pre-approval for a mortgage, our broker brought an outstanding Telus account to our attention. Apparently, even though the balance is $0.00 and the account was closed, it is sitting on my credit report and affecting it negatively. I require a letter from Telus stating the facts: that my previous account is closed, and that the balance owing is $0.00. Telus - please help! Trying to get assistance through your customer service line has led me in circles, with nobody doing anything! It's beyond frustrating. My broker (and frankly, Equifax) needs this letter before anything further can be done for my spouse and I to proceed with our mortgage application. I implore you to assist please. I'm at the point where I'm considering lodging a complaint with Service Alberta's Consumer Investigations Unit, because this is getting ridiculous.
