Technician No show

I’m hoping someone can help as I’ve been unable to resolve this through support.

After multiple calls and agent errors, I finally set up an account and scheduled installation for the morning of March 18. I was offered a $108/month package with no extra fees due to the earlier issues.

Problems since then:

March 16: A rep called my niece (I had used her phone and only authorized basic contact like appointment updates). Instead, they asked detailed questions about my account, then started asking about her personal account, which is unrelated. She was uncomfortable and ended the call.
March 18: I was home and ready. No technician showed up, and no notice was given.
Follow-up: When calling in, agents say they cannot find my account, even with my account number, address, and details.
Billing: I’ve now received a bill that doesn’t match the agreed $108/month—despite no installation or service.
Access issue: I can’t set up a PIN without active service, so I’m stuck. I can't make it through the system to the right department before the phone line fails. My niece's Telus phone line drops after random lengths of time, that's why she canceled after her contract ended.

At this point I’m being billed for a service that wasn’t installed and an account that apparently “doesn’t exist.”

Can a moderator please escalate this? I need:

Confirmation my account exists
Charges corrected/removed
Plan details confirmed

Thanks.