Why can't they swap plans on two numbers on the same account?

[Taliesyn]

I have four phone numbers on my account.  The fourth one got a great plan.  But that person doesn't need the capabilities of that plan.  But I cannot swap the plans between two numbers.  They only offer me upgrading the number that COULD use those features, but for $15/month MORE than the original number.  And they can downgrade the fourth number's plan, but to a plan that costs more than the plan I had one the first number.  Plus they charge $15 per line to do the plan change.  So I end up paying $30 up front, then an additional $30/month to get the same overall service.  If one wasn't used for my business, I would just swap SIMs and phone numbers with my kid.  I'm calling Bell.

[A-B]

Swapping lines on an account does have limitations, especially if one or more of them have a special or expired plan (as switches need to be into current in-market plans). It also depends on the contract details as well. Hopefully our Mobility team gave you all the options to consider!

[Taliesyn]

The Mobility team was less than helpful.  They said not only could they not do it, they could only offer to switch some plans around such that I would end up paying more but getting only the same or worse services.  Then they put me through to "Loyalty", who made me a slightly better offer, but I couldn't waste more time on the call - and asked them to send me an email with the details.  But they didn't.  They sent me an email with a teaser of info and said call back.

When I did, Mobility told me Loyalty was closed for the day.  Then they said they would transfer me to another group that could help.  Which turned out to be Loyalty, where I just got the message they were closed for the day.  Customer Service is awful.  Reaching out to Entwistle now.

[A-B]

We can always escalate your case to have someone call you back if you'd like. You can send us a message over at our Twitter or Facebook pages so we can verify your account (for security purposes) and arrange a callback from our escalation team. I'll also send you a PM to discuss.

[Taliesyn]

Don't use Twitter or Facebook.  Thus useless.  Why doesn't Telus have a secure messaging system?