File complaint with Telus over credit report

[sam9]

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".

[Rocky3]

Everyone can miss one payment and say oops. But you missed multiple payments before you were reported. I have to agree they cannot remove those missed payments because it is not a mistake. Creditors rely on this reporting. I am guessing one year and it will be irrelevant.

[sam9]

Thank you for your reply Rock Star. The mistake was that Telus disconnected my pre-authorized payment without notifying me. Then, they did not notify me of missed payments until several months had passed. The agents I spoke to on the phone were surprised to hear this. I guarantee if you picked 1000 random Telus customers and did this, at least 900 would miss a payment. It is either an error or a malicious attack, not being willing to correct it shows a terrible disrespect to long-term customers.

[Rocky3]

You have consecutive bills that do not show previous month balance due, that is on my bills, previous month then amount paid and balance due $0.

In your case I would expect the balance due increased every month. Question is did you ignore that balance as you expected payments were made automatically?

In my business I had a client that sent me a fax copy of the cheque that was then put into the mail as proof of payment.