I've been in similar situations (several times) where the status of my order has sat in limbo for days, even for more than a week, then boom changes to "shipped" arriving the next day. I'm sure the pandemic is factoring into this as well.
As for showing 'in stock". I'd take that with a grain of salt as never found it to be an exact science, it's not just Telus either as it applies to many retailers.
Sounds like those you contacted ended up being a case of "the left hand doesn't know what the right hand is doing". And a lot of times they just tell you what they think you want to hear just to appease, it's nothing new.
In my instances never attempted a refund just letting it take its course. Eventually my ordered arrived and once again we were a happy camper LOL. Yes was frustrating at times but as a consumer there isn't a whole heck of a lot one can do. If you want a refund best bet now is to wait for package to arrive then do a return.
Anyway feel your pain hoping in the end it all works out for you, best of luck.
I ordered a device May 7/20 & it has not showed up yet.
I contacted Telus Mobility by email May 11/20 (The only way to contact them), an automated reply said to expect a reply to take 3-4 days. As of today (May 18/20) I have not yet received a reply.
In my opinion Telus customer service is BRUTAL, I would say you have at least a week or more until your order ships. However you should of received an order confirmation the next day.