Forum Discussion

neptune's avatar
neptune
Organizer
3 months ago

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 ...
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neptune's avatar
neptune
Organizer
3 months ago

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.

  • neptune's avatar
    neptune
    Organizer
    3 months ago

    *Correction: Instead of August 18 it should be read July 18.

    • TELUS_Support's avatar
      TELUS_Support
      Icon for Official Support Team rankOfficial Support Team
      3 months ago

      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

      • neptune's avatar
        neptune
        Organizer
        3 months ago

        Hi,

        Thank you for reaching out via PM to investigate my issue. Here are the specific account details and the context regarding the expiring features on my lines.

        Account Information:

        [mod edit - private information]

        The Issue:
        On August 1, 2025, I renewed my plan for both lines with an agent named Cecia. She explicitly stated that my plan and its add-on features would continue with no expiration date, provided I did not change the plan myself. There was absolutely no end date on the plan agreement.

        However, I have noticed that the following critical add-on feature is now set to expire:

        • Feature Name:Unlimited CAN-Int'l Text ($0) Free 2000 LD min to India/Pakistan
        • Expiration on Line XXX-XXX-XXXX:August 10, 2026
        • Expiration on Line XXX-XXX-XXXX:September 9, 2026

        This directly contradicts the verbal agreement and assurances provided by Cecia during my renewal.

        My Requested Resolution:
        I ask that Telus honor the agreement made on August 1, 2025. Please review the interaction history, notes, or call recording from Cecia on that date, and remove the upcoming expiry dates on this long-distance feature for both lines so it remains active indefinitely as promised.

        I look forward to your prompt confirmation that this has been corrected.

        Best regards.