Cancelling a service in myaccount

Yeah...customer service has been nullified. Trying to actually speak with a Telus actual person is really hard. I only had internet left with Telus but spotted a fabulous promotion through Costco that I decided to take. Cut down my internet cost by $130/m. I had been a customer for 20 years. Anyway, long and short of it, I phoned Telus to stop my service...the representative (an actual person) told me they could not match the price I would get through the promotion, so that was that. However, I had just paid my latest Telus bill and was showing a credit on My Telus acct. Two months later, I had enough waiting. I was told to expect a waybill to mail back my router and modem (didn't happen) and also a refund cheque would be issued (didn't happen). Made an issue of it....never talked to an actual person but an email from an actual person was the best they could do...but it worked. I mailed back their equipment and also finally got my refund cheque. I loved Telus at one time, but they need help to figure this out.