Connection fee removed

My mom and I have been Telus customers for the past 20 years. Recently we moved from having our phones under her name to under my name because of a corporate plan. The staff in store said they couldn’t waive the connection fees for both of us and that customer service would have to instead. We’re loyal customers and need some help getting this done. Our bills go up every 2 years. I think it’s reasonable to ask to have it waived.