I changed my subscription in February because of an ongoing promo which comprised:
- 50GB Data within Canada and the US at 5G Speed
- 5G Speed up to 250mbps
- Unlimited Canada and the US wide minutes and messaging plus unlimited international text and picture messaging
- etc.
Prior to that I had about an unused 1000 minutes for calls to US from Holiday promos I received from previous years. I have relied on my new subscription package (and of course my unused 1000 minutes) to make calls to the US but to my surprise, after making a call to the US on July 6, I received an SMS that I had 10 minutes remaining in my long-distance add-on. I thought it was an error as my subscription was for unlimited Canada and US wide minutes not to mention of the unused 1000+ minutes from holiday promos. To my disappointment, I found out this SMS was real when I tried to make another call to the US on July 21, and I received another message that I had “no more minutes left on my Long Distance Add-on.” I have not been able to make calls to the US since then. I have been shortchanged and this is completely unacceptable. I have tried to call *611 to lodge this report but there was no provision to speak with an agent in the options provided. I raised this up with TELUS, but they advised me to reach out to you. I am bringing up this complaint to the Community, since this is the only available means, I know, of reaching to you to resolve this before I resort to the CCTS.
I intend to travel to the US, and I cannot use my data there and have to resort to add-on. I want the full features of my subscription to be restored including my unused 1000+ minutes for US calls and to be compensated adequately for my losses and inconveniences.
Thanks.
