Why my Long distance add-ons in plan expiring ?

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.