TELUS Customer Support disconnecting out of province cell numbers when calling in

I was trying to get in touch with TELUS Customer Support on behalf of my parents on Thursday. We both have TELUS for TV and Internet, and their router was dying while I was down at their place this week. 

 

Both their cell phone numbers - one of which is listed as the contact number on their TELUS account - have New Brunswick area codes. We called in from my mom's phone and the wait time was "over an hour", so we asked for a callback and went about the next hour working on other things. The phone rang for the callback and the call ended as soon as we said hello. We waited 15 mins to see if there would be repeated attempts to reach us, thinking this would be flagged as a "failed" attempt to reach us, but no other calls came. So we called back, and was told there was a wait time of 15 mins, and stayed on the line. As soon the hold music ended as we were to be transferred to an agent, we got a busy signal for about 30 seconds and then the call dropped. Then, I went onto the website and used the live chat. Asked for a callback. Provided my dad's New Brunswick number and was told "no team members are available to help you right now". I put in my British Columbia area code phone number and was told I would get a callback within 30 minutes.

 

This is very shortsighted - a lot of people in the Vancouver area are from somewhere else, and may not have 604/778/236/250 area codes. This means anytime they need to call for service for their own TELUS account - which they're more than capable of managing on their own - they will not be able to. Has anyone else had this issue and who is it best reported to?