missing camera

We were contacted and told we needed to upgrade our security system. The technician was booked in and arrived on Monday. He asked if we had received the cameras from Telus for him to install. We had not. He did the installation of the sensors, doorbell and panel. He said when we receive the cameras to text him and he would come to install. There has been no sign of any shipment from Telus. When I called yesterday, I spoke to two different people, both were on speaker phone and I could not understand their muffled speech, words cutting out, and dogs barking loudly. One put me on hold for an hour. I requested a callback and that was out of service. I tried a different phone number. The second person said the camera had not been ordered and I was put on hold again for another hour. So 2.5 hours of my day, and I still did not get through to the security customer service. I don't understand why the onus is on me to resolve this and waste more of my time for something that was not dealt with properly by Telus to begin with. Meanwhile we are without a camera when we are paying for video security. We have been longtime customers of Telus for decades and have all of our services with them, but the customer service is causing us to reconsider.