Bill Issue

I have been trying for days to send a message via the Bill Dispute option, but I keep getting a message that it cannot create a support request at the moment. I also sent a message via chat 3-4 days ago or longer and was supposed to hear back within 24 hours at the latest. There is a charge on my bill of $10 for the partial period 19-24 Jan and a smaller amount for the 911 service for the same period. However, for this period I had no Telus service as I was awaiting a SIM card in the mail. This card didn't arrive until 26 January. So essentially, I've been charged for a service I didn't have. Also, I'm set up for pre-authorized payments which should reduce my bill by $10, but that's not reflected on my bill.