Hello Makpiyu,
Welcome to the community!
Sorry to hear you've incurred unexpected long-distance charges. I understand you have the promotional 1000 International minutes add-on. However, is that charge for long-distance calls or for the add-on itself?
If the charges are for long-distance calls, are you aware those minutes are only to certain Countries? You can view the included Countries for the promotional add-on here. As far as I am aware, the list of included Countries should have also been provided with the confirmation provided when you signed up for services or changes made. Is it possible your calls were made to a Country which is not included with that particular add-on?
It should also be noted that all calls using mobile services incur Airtime charges plus long-distance charges, if applicable. Those 1000 International minutes are only for the long-distance portion of calls. That is, airtime charges would still apply. If you have a plan with a limited number of airtime calling minutes, excess airtime usage would incur additional costs -- even though there may be available International minutes remaining. For example, if you had a plan with 500 Canada-wide minutes (airtime minutes), making 600 minutes of calls to Countries included in those 1000 International minutes would require an excess usage of 100 airtime minutes. Does your plan include a limited or unlimited number of Canada-wide minutes?
You should note these forums are community-driven and not intended as a venue for customer services. We do not have access to customers' accounts. If you would like assistance with your matter, you would need to contact customer service again. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.
Hope this helps 😀
Cheers
