Can't get into my account.

I haven't been able to log into my account for the last 5 years or so because I lost my password. When I click on "Lost your password?" the system says they are sending me an email but I I never get the email. I have tried dozens of times.
Now I have received a huge bill from Telus that doesn't make sense. I can't get into Chat Assist without logging into my account. I can't get to talk to a human being except through Chat Assist. Help!!