Forum Discussion
Why my Long distance add-ons in plan expiring ?
I have two mobile phone lines under same the account with Telus mobility. My plan agreement which started from August 1, 2025 includes long distance calling (2000 minutes/month) to India/Pakistan as long as my plan is active. The add -ons are currently active on both the phone lines. However I see in my billing that they are expiring in Aug/Sept this year. Why? I tried to call Telus today but the agent disconnected my line after putting me on hold.
10 Replies
I originally posted in this thread regarding Telus’s failure to honor a verbal agreement made by an agent named Cecia on August 1, 2025, which guaranteed that my plan and features on lines 604-771-**** and 604-773-**** would not expire.
Since posting, my customer experience has been entirely unacceptable:
Phone Support: Customer service representative Karen hung up on my call two times when I tried to resolve this on August 18.
Chat Support: Neighborhood support agent refused to listen to my concerns and completely disabled my chat functionality.
Forum Silence: No official Telus moderator or manager has responded to my thread.
Because Telus has stripped away my access to a functional internal resolution process, I am asking the community or any monitoring Telus manager: Who is the correct corporate or executive escalation contact to resolve a breach of verbal contract?
If I do not receive a prompt response from Telus management to reinstate my agreed-upon features and rate, I will have no alternative left but to file a formal dispute with the CCTS (Commission for Complaints for Telecom-Television Services). I have documented all call times, disabled chat logs, and forum timelines to support my case.
*Correction: Instead of August 18 it should be read July 18.
TELUS_SupportOfficial Support Team
Hi neptune - lets have a closer look at the account and services and see whats going on! We'll be following up with a PM so we can gather more details.
We didn't receive a response from you via private message and we didn't block your messaging access in any way
- TELUS_Support
You definitely shouldn't have been disconnected. Did they call you back? If not we can take a look for you, just let us know.
No she didn't call me back. I waited for her call. I am disappointed by her behavior.
- TELUS_Support
Our apologies for that. We'll send you a PM shortly so that we can securely verify your account and take a look.
