Charges related to bring it back device

I am experiencing the exact same problem.  I sent my device via Canada Post on May 2nd.  The tracking number indicates that after 5 weeks the parcel in still "in transit". I initiated a ticket with Cda. post who provided a similar reply-that Telus (as the technical sender) would need to initiate an investigation and seek compensation directly if, after their own investigation, have not received it.  Telus Customer service reps do not seem to understand this and spend hours waiting for further feedback from their support team.  I have spent 6-7 hours on this between both companies.  Over 5 hours with Telus alone.  In the meantime I am being charged for the phone with interest and had to request "payment plan" (not because i couldn't afford the usage bill-but because of "lost phone")_ to avoid further interest or threat of disconnection.  Obviously there is an issue here that needs to be addressed and it is very frustrating that we, as the consumer, who have done what was asked of us spend hours trying to resolve.  I continue to wait for a response....