Security services - consistently failing to deliver on commitments

I'm having an extremely troubling experience with Telus Security.

Background: I was sold a doorbell camera and subscription service. I installed the doorbell and it failed to work. After walking through the installation and our home wifi signal strength Telus sent a electrical tech to confirm correct installation. The tech said the installation was correct and tested the door bell voltage - it too was sufficient. The tech suggested the hardware was faulty and said I should request a new doorbell. That was done and installed and I experienced the same issue. I called Telus and explained that the product was poor and I wanted to cancel the service. I was to send the hardware back and all charges for both the Telus service and the hardware would be canceled. I sent the hardware back.

Current situation: I have continued to be charged for the hardware. I've spoken three times with individuals either on the loyalty team or the management team (it's hard to know where the calls are being routed); each time they are very polite, apologetic and commit to reversing the charges that have been levied to me and ensure that this will be cancelled. I have also asked them to ensure the credit card on file is removed from their records - they again commit to doing this. I've spent at least 4 hours on the phone trying to resolve the hardware issue and now trying to get Telus to cancel poor product charges and cancel the subscription.  The last contact I had with Telus committed to calling me yesterday to confirm the charges have been reversed (they have not) and confirm that the contract has been cancelled and my credit card would be removed from their system - I have not received a call. 

Their performance is violating their published ethical practices, the removal of my credit card is violating Canada's privacy requirements.