How to escalate past an escalation manager?

Hello everyone,

I'm curious to know how to escalate an issue beyond an escalation manager?

The short version of the story is my partner (Trina) and I are supporting my brother in law (Kevin) who is now a quadriplegic (paralyzed from the shoulders down but is full cognitive).  Kevin is in a long term care residence and we have been trying to get him set up with voice activated technology so he can do the simple things that you and I take for granted, like turn a tv on/off, change the channel, adjust the volume.

Trina has been in touch with TELUS over the last few months, was given a case number, told the case was being escalated.  The latest issue is that we never heard back from TELUS from an escalation manager after a few days so she followed up and was told the case number is not valid.  Trina is a very competent professional who pays attention to details so I am confident she wrote the case number down properly.  This issue has been going on now for a few months as we are trying to navigate the proper channels.

Trina is now at her wits end, and between a very challenging job in wildfire and trying to support her brother (not just with getting TELUS set up) she needs someone at TELUS to step up and help get this taken care of.

I look forward to hearing back from TELUS to help quickly resolve this issue.