Telus Bring it Back - No Credit back

Hello, I'm not longer given an option in the private messages to reply to past conversations with the support team member who reached out.  I had someone from Telus call last week to say there's been no progress and they were awaiting information from their investigation team regarding our issue.  They did not leave a callback number or have attempted to call us back (though left a message on my son's voicemail for some reason?). 
At this point, my husband and I have done everything that has been asked of us, from returning the phone, answering questions, and providing documentation of the iPhone14 package being received. We would very much like the charge levied on our account for the phone that was returned (again, following each step as we were told by Telus), to be credited towards our next bill. Furthermore, please ensure any call backs goto the correct number, which we have listed in private messages, as my 12 year old son isn't the one that should be contacted.