Mobility Account Issues + Mobility for Good

Hey Telus Team,

I'm hoping this reaches the right person so posting here.

We've been dealing with conflicting stories from reps and the PAP system and which payments are attached to which services and avoiding late fees. We had to escalate to a manager who was finally able to clarify that paying an additional amount to the account is only possible through online banking NOT through the Telus App. It seems there was an overdue payment and a late fee applied to one of the accounts. Everything has since been brough up to date and paid in advance. The issue is based on past calls this shouldn't have ever happened.

We requested a manual review of our most recent call (with Diego) as the Ai summary didn't capture the point where the rep again mentioned the two systems between Home Services and Mobility used to share the same Pre-Auth Payment. 

It's painfully obvious the call center agents are too dependent on Ai instead of referring to the updated procedures or basic empathy to lower their call handling time... which is really demoralizing when managing 5 lines + internet.

I was previously with Telus during the Pandemic (left for Bell and then returned and migrated my whole family over). Been back for just over a year and it's not working out so no we are trying to get the account recognized that its for Senior Citizens.

Which email or portal can we use to upload sensitive documents ?

Where do I submit my documents for the Mobility for Good program? 
I manage this account on behalf of my aging parents and any human guidance would be appreciated. 

I understand mistakes happen and just want to talk to a human being who will properly listen.