Unresolved $240 HS Service Fee – No Follow-Up After Multiple Attempts

I am posting here because I have been trying to resolve an approximately $240 HS Service Fee on my TELUS residential account with no resolution.

The issue started after a TELUS representative contacted me and offered to switch my home internet to a TELUS Business service. I agreed based on what was presented to me. However, it was never clearly disclosed that this change would require closing my existing residential service and result in an additional $240 fee.

After the business service was set up, I received my final residential bill with the HS Service Fee.

I contacted TELUS and spent over 1.5 hours on the phone explaining the situation and disputing the charge. Because the call was taking so long, the conversation was moved to email. The representative told me they would investigate the $240 fee and follow up with me.

Unfortunately, despite multiple follow-ups from me, the representative repeatedly stopped responding. I have already spent considerable time explaining the same issue, calling TELUS, waiting for updates, and following up by email. I should not have to restart this process with another representative every time.

I am asking TELUS to review the previous call notes and email correspondence, explain why this fee was charged, and reverse/refund the ~$240 charge given the circumstances.

I would also appreciate having someone take ownership of this case and provide me with a clear written resolution instead of asking me to start the process again.

I can provide my account information, bill, and previous email correspondence privately if required.

Thank you.