Telus is not refunding the balance of my previous mobile account

[Ericl]

I transferred my Telus mobile number to another service provider in August 2024. After the transfer, my account with Telus still has a balance of $40 that will expire in May, 2025. I have contacted Telus asking for a refund but my request was declined with an excuse that they couldn't find my account record because my account had been closed. It sounds strange to me. I think that the money in my previous account balance should be similar to my money saved in a bank account, which belongs to me. I hope Telus will refund the balance to me.

[TELUS_Support]

We’d like to clarify that since this account was a prepaid account, we are unable to issue a refund. The only option would be to transfer the remaining balance to a TELUS postpaid account, where it could be used. However, as you do not currently have any other TELUS postpaid accounts, we are unable to proceed with this option. Thank you for understanding.

[Ericl]

Thanks for your prompt reply to my post. However, I feel the option mentioned in your reply is not pro-customer.

[Syaoran]

Pro customer or not.  It is clearly stated in the prepaid policy that there are no refunds.