Unfortunately, this is not uncommon and I have been with Telus for many, many years but whenever I renew, it's a holy mess. Telus does make good for bill adjustments but you need patience.
Hi there, do you happen to have any documentation to what offer they made you? The names of the agents as well could be a great help. Normally, when you contact the care team they have escalations manager that can help solve your issue. You can visit this link for more details. Thank you. https://www.telus.com/en/support/article/resolve-a-concern?INTCMP=Tcom_contactus_to_mgt_callback