Bad Shipping Address - Can't Get My Phone

I've been a Telus customer for over 20 years.  On Nov. 22, I ordered a new phone and plan, as my old one was due to expire, and I was on the buy it back program.

On Nov. 24, I received an email indicating my new phone has been shipped via FedEx and provided a tracking number.  On Nov. 25, FedEx called me and said the shipping address was invalid and to call them.  Over the next couple of days I spoke to FedEx three times; the shipping label Telus provided only had the city and province on it.  I tried to correct the address, but FedEx was not able due to restrictions that Telus put on the shipping.  I asked for FedEx to send it to one of their outlets near me and I would pick it up in person.  FedEx was not able to due that due to the shipping restrictions put on it.  FedEx then informed me that only Telus can fix the problem.  I still don't understand why FedEx would not have contacted Telus directly to resolve the problem, instead of involving me.

Since then I have called Telus five times, and they either have refused to fix their problem, or said they have submitted forms to correct the issue.  Every few days go by and no updates, package still stuck at FedEx.  Finally, I receive notification from FedEx that they are returning the package to Telus as undeliverable.  I contacted Telus one last time and wanted them to send me a new phone.  The person I spoke to finally confirmed they would do it, and submitted forms for that to happen.  I was supposed to receive an email when the new order is processed and shipped.  Well no email has been received, and now I will need to call Telus again to try and get my new phone.

It's been almost a month now, and I am now getting a notification that if I don't return my old phone soon, I will not get credit for it under the program.

I am hoping someone at Telus will respond to this that can actually solve the problem, because I'm fed up and prepared to walk away.