Telus not honouring payment extension

I received a call back last night after submitting a written complaint. I was able to upload a screenshot confirming the extension, and my services were successfully restored. I appreciated the resolution—until I received another email today advising that I would be charged a reconnection fee.

Given the circumstances, I believe this fee should be waived. I spent several hours yesterday trying to resolve the issue, and it would be much appreciated if, in the future, there were a more direct way to reach someone in BC who has the authority to assist with account matters.