File complaint with Telus over credit report
I have been using Telus without issue for over ten years. At some point in the last year, there was a technical issue on their end and Telus disconnected my pre-authorized payment without notifying me. They then reported my missed payments to a credit bureau. As soon as I realized the payments had been missed, I turned pre-authorized payment back on. I spoke with an agent and a supervisor at the Telus Billing Department on April 30, 2025, and they told me that, despite the fact that removing my account from pre-authorized payment was due to a technical error by Telus, it is not possible to remove the credit statement. They suggested that I write a narrative letter to TransUnion and EquiFax to dispute the missed payments reports. As a long-time customer who has always paid his bills on time and is always dilligent in doing so, this is a slap in the face. If it is not possible to have the credit report removed, I will cancel my account and make sure I never give Telus another cent. I understand that the agents I spoke to were just following the rules--it was clear they understood that Telus had ripped me off in this situation, but they had to abide by the policy. I would like to ask for help in understanding (1) How to include Telus in my communications with the credit bureau, and (2) any advice on how to navigate this situation, e.g. what to include in the "narrative letter".