Telus not honouring payment extension

[Dlite76]

I'm extremely frustrated. I logged in to my Telus account and was given a payment extension until June 30, 2025, which I screenshot, then today my services were cut off. I called customer service only to talk to two individuals in Guatemala who had zero authority and refused to believe/honour the agreement and demanded full payment to turn services back on. I'm so mad right now. I asked to speak to someone in BC with more authority and they said there wasn't anyone. I'm about to make a serious complaint with the CRTC. Grrr

[TELUS_Support]

Hi @Dlite76 this is unusual and not the expected sequence of events. We'll send you a private message to assist

[Dlite76]

I received a call back last night after submitting a written complaint. I was able to upload a screenshot confirming the extension, and my services were successfully restored. I appreciated the resolution—until I received another email today advising that I would be charged a reconnection fee.

Given the circumstances, I believe this fee should be waived. I spent several hours yesterday trying to resolve the issue, and it would be much appreciated if, in the future, there were a more direct way to reach someone in BC who has the authority to assist with account matters.

[TELUS_Support]

We hear you - we've sent you a private message where we can assist further as we need access to your account.