Telus Reverse An Agreement That Was Already Confirmed

[wireless]

Hello forum members,
I am reaching out to share a frustrating and ongoing experience I've been having with Telus, and I'm hoping to gain some insights and advice from this community.
To provide some context, I initially signed a 2-year contract with Telus for Pure Fibre internet service, which included one year of free internet as part of a promotion. However, after one year into the contract, I had to move to a new address where Pure Fibre service was not available. As a result, the original contract could not continue.
In response to this situation, I contacted Telus, and we reached a new agreement for a 2-year contract, this time for Internet 50, with the understanding that the first year of this new contract would also be free. I received written confirmation of this agreement, which was sent to me via email.
Here's where the problem lies: despite the confirmation of the new agreement, Telus has not been honoring the promotion, and I've been receiving bills for the full price of the service. To resolve this issue, I have spent hours on the phone with Telus representatives, only to be transferred from department to department, with no one recognizing the agreed-upon promotion.
I'm at a loss for how to proceed at this point, and it's becoming increasingly frustrating. I have a confirmed agreement in writing, yet Telus seems unwilling to acknowledge it and apply the agreed-upon promotion.
If anyone in this community has faced a similar situation with Telus or another service provider, or if you have advice on how to effectively address this issue, I would greatly appreciate your insights. I am desperate for a solution, as I believe I should not be paying the full price for a service that was agreed upon under specific terms.
Thank you all for taking the time to read this, and I look forward to any guidance or support you can provide.
Best regards.


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