Interest Charges on an Account with Credit

[Practicals]

I have tried multiple times for the past 2 weeks to contact TELUS so called support team. Every time try to submit a form i get an error message. I have been getting charged interest on my bills for the past 3 months despite having a $442 credit on my account. Now I have a $100 Termination liability charge. Why was the money not taken out of the credit on my account! Using a botted system despite claiming in our contract I have access to 24/7 support with Live agents is misleading at best. It says in our contract that when we sign we will have access to 24/7 support. This is a flat out lie. There is zero resolve or support. Rather a botted system that can't tell the difference between a real complaint and a fellow robot. Your botted system is false advertisement. I have nowhere else to go to resolve my issue seeing as your system cannot process a simple form. 

[TELUS_Support]

It sounds like there may be two separate accounts, and unfortunately, credits don’t automatically offset charges between them. Please send us a private message with your account details so we can take a closer look.