Promotions department

That sounds a lot like the scammers pretending to be Telus and a fairly common scam. You're absolutely sure that was Telus? Did they send you an email with a link that made you reset your password to log in to your account? The wrong phone they sent you, if you look up the return address they got you to send it back to, does it belong to Telus or it is some random business or house address? When you talk to a customer service person, did you call 1-866-558-2273? That's Telus Mobility's main number right from Telus.com.

I would highly recommend contacting Telus directly using one of the methods from the Contact Us link at the bottom of the forums here. By phone is the most recommended. The link should take you to https://www.telus.com/en/bc/support/contact-us?linktype=ge-footer . Any other site that doesn't start with Telus.com isn't valid. You can also try sending TELUS_Support​ a message on the forums here. That's the official Telus support account.