mobility billing issues

I'm a long-time prepaid telus user. unfortunately. i've had issues with my accounts before, but I haven't had such a major long-running issue with my billing. I'm stumped and I've tried everything I can.

so, from the beginning. my plan needs to be renewed, i go my usual route and call #123.
- called #123 to pay for my rate plan. I can top up money easily, and have a balance for the plan. i enter pin, get to rate plan purchase menu and it... doesn't work. i get up to "to continue with your rate plan, press 1," then when i do, it says "sorry, we're currently experiencing [issues], please try again later." have waited and tried multiple times throughout the week, now it's day 7 and i still haven't been able to use that.
-- have also reset my phone multiple times and cleared the cache, etc, still nothing...

okay! maybe ill try my telus!
- go to manage my account on browser, no vpn/am in the right reigon/and am using generic brower and... my telus doesn't think i'm the account owner. i'm the only one using that account and the only one to ever use it. I click on manage, get hit with "sorry, you are not authorised to access this information" screen. can't pay from there...
- download, login and try using the my telus app (its worked for me before!) and... it redirects me to the my telus web browser, as my phone is a little dated, and perhaps can't run the app properly. great, the web browser... which doesn't work...

okay... maybe i can pay another way? 
- attempt paying through the telus assist bot. get all the way up to "sure! would you like your rate plan to renew from [balance/credit]," i pick an option, and it says its unable to add the rate plan to my account... and to contact an agent for a callback... when i can't call because i can't pay for my mobility plan...

really stumped, considering taking my business elsewhere. if anyone could help me, that'd be great