Bereavement: transfer deceased’s telus.net email to executor (email-only)

Hello,

I’m the executor of the estate of a TELUS Home Services customer who recently passed away. Their telus.net email address is still active on their account (Account A).

The estate needs to keep that email address active for the next 1–2 years while we settle affairs, since banks, government agencies and other institutions still send correspondence there. I already have my own TELUS account (Account B) and I’m happy to pay the monthly email-only fee to keep the address active.

What I’m requesting:

• A bereavement Transfer of Ownership of the telus.net email address from Account A to an email-only service billed to me (Account B, or a new account in my name if that’s required)
• Cancellation of the deceased’s remaining services, but only after the email has been moved, so the mailbox isn’t deleted when Account A closes

When I called in, I was told the email has to be backed up and can’t be moved from one account to another. From previous threads here, though, I understand that:

• TELUS offers an email-only service for customers without TELUS Internet
• Keeping the email after an account holder’s death is possible, just more complex, and TELUS_Support has helped route these cases to the right department
• telus.net addresses have been moved between accounts before (e.g. Business to Residential)

I have already submitted the grant of probate and the will identifiying me as the executor TWO months ago. 

I am getting the run around, and every person that I speak to on the phone has a conflicting opinion. Been trying to solve this for over 2 months. 

My reference number is REF-261016-72B7B7

Could TELUS_Support please contact me by private message and put me in touch with the department that handles bereavement transfers of ownership for email?

Thank you.
PVRJONES