homeowners security insurance certificate

Hi - so, new to Telus services and read posts on accessing the Insurance Certificate - pretty straightforward and followed them. Was informed I'd receive a text to access the certificate - ok - no problem - that was the first call 3 days ago. - No text came to my verified mobile number. - On call #5 now and still no link to access the certificate and no explanation why. - When you call the listed number you aren't even given a choice to access a tier 2 support. So in a vicious loop. - Can anyone help on this issue.
Much appreciated and thanks in advance.