TELUS closed 24/7 phone support — then keeps calling me at work to “resolve” it

I need to raise two related problems TELUS has not fixed. One is that TELUS keeps using the exact method I have already told them not to use.

First: live phone support, which customers were long told was 24/7, now shuts down at 7 p.m. I work 7 a.m. to 7 p.m., seven days a week, so there is no window when I can reach a live agent. Chatbots and “message an expert” are not substitutes when an issue requires a human who can access the account, make a decision, and put it on the record. Ending phone support at 7 p.m. cuts off customers who do not have flexible hours. That is not acceptable for an essential service.

Second: I am already at Stage 3 with the CCTS on this file. I have told TELUS repeatedly, verbally and in writing, not to call me during working hours. Those calls are a safety hazard because of the nature of my work. They keep happening anyway.

What makes this worse is that TELUS is trying to “resolve” a complaint about unsafe work-hours contact by calling me at work. That is not follow-up; it repeats the very problem I am complaining about.

This is the same pattern twice: close the only live channel at 7 p.m., then ignore a clear instruction about when I can safely take a call. My circumstances are being treated as optional.

I am asking for two things, in writing:

1. A real after-hours path to a live agent—not a bot or a callback during my shift.
2. An immediate, enforced stop on outbound calls during the hours I have identified as unsafe. Do not contact me about this complaint using the method I am complaining about.

Until both happen, the CCTS file stays open. I will keep a dated record of every after-hours lockout and every work-hours call.

If a community manager or Customer Resolution representative can confirm both points here, I will work with that. If the next contact is another call during my shift, that call becomes further evidence for the CCTS.