Mobility Account Issue

Hi, 

I am hoping someone from Telus can please help me resolve my issue that has been ongoing for 5 months. I think I got scammed. 

In September, I received an email for a business mobility promo CAN-US-MEX 200gb. I went with it. A month after receiving the phone, it starts acting up.  It turns out the account was created with my old email that was hacked. I contacted Telus multiple times and was finally able to secure my account with my new email. I had asked the rep and manager (Zack) at the time (October) to please escalate this to their fraud department as I have a confirmed fraud case (I provided them with a police report). They said they would. After months with no updates. I started to get impatient and decided to re-examine the contract and the phone I received. I noticed that the serial number on the physical phone does not match the serial number on the contract. I also found the same phone being sold (same serial number) on Facebook market place last year. 

I call this morning and escalate the situation to the manager again. It is the same manager that addressed the situation back in October (Zack). I discussed the issues with the phone, serial number, and fraud case. He provided no resolution. He was trying to convince me that the serial number was the same, it is not. I asked for an update for ticket that was created to review the fraud case and he denied creating the ticket and sending it to the fraud department in October. He refused to create a ticket this morning again. 

Can someone please help resolve this issue or help me cancel my account. I am discouraged with Telus phone customer service. This whole issue has had a huge impact on my personal life, mental health, and business.