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The wording on the website and other documentation I have seen indicates that your pre-paid balance rolls over if you top up by or before the expiry date. Sooooo..., no guarantees that the past practice you have experienced would continue.
I chose the automatic top up to prevent this issue occurring.
As a community of customers, we have no insight into Telus' operations, plans, or practices.
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I work at a Telus dealer and get to see these situations all the time. Usually if you top up within 5 days of the expiry date your balance will be restored. That being said, after the balance expiry date Telus has no obligation to restore that credit.
I topped up the account yesterday, just a few hours after the balance had expired. I just hope the system has yet to reinstate the remaining balance.
When I was checking my prepaid account, there is now a message as follows:
Your balance of $$$ has expired. Top-up your account by February 28, 2016 to have your expired balance automatically restored.