Mess with online order

I ordered my new phone online recently.  Currently the name of the account holder is in my mother's name.  The account used to have all of our family member's number for a family discount, but only my number is there now as others moved to different service provider.

So you can see how the complication happened.  Telus called me for verification, but they cannot verify since I'm not the account holder, and they cannot speak to my mother since I moved out.  And TELUS refuse to call my mother's phone since her number is not with TELUS anymore.  My mother tries to call, but cannot get a hold of anyone.  Connected with someone through the TELUS online chat, but real difficult communication as my mother's not really good with English.  Emailed the online support on the issue 3 days ago, and no answer from them.

After couple of going nowhere with this, my whole family got fed up.  Decided to get some help from local TELUS store, get the new phone there, and cancel the online order.  Cost us extra, but considering the time wasted, we thought it's something to get it over with, especially since contract end date for bring-it-back is next week.

But we still have figure out calling the online support to cancel the phone order and get a refund for upfront fee we had to pay for that order, and, timewise, I cannot afford to go through this loop again at least until next week, considering the amount of time that will be wasted going through that loop.  I was hoping if someone can help expedite this process here.

I will have to think about looking for other provider after my new phone's bring-it-back comes to an end.  I was amazed by the whole inefficiency and inflexibility TELUS showed on this issue, and I cannot see TELUS will not do the same for other issues if they come up.