Well he was kind of right. Telus stores do not deal with EPP. But SOME telus authorized retailers can. Depending on where you live in Canada you should have one nearby. I know the best on in BC is Tom Harris cellular. That is where I go for all my Telus EPP issues. But keep in mind once you have started an EPP sale then it may get confusing for them to manage something that wasn't started on their end. Also it is important to note since they make no money for EPP (the authorized resellers) they charge a fee for service.
I feel your pain with waiting for Telus - they are really suffering on the front end client phone call situation.
i think what I do if I was you would be to go to an EPP store and tell them that you want to "add a line" to your account with a new device. Get them to set you up with the device you want and plan and get yourself a phone. Then deal with telus corporate when you have time. If you call back mid morning like I did today, then sometimes it will give you an option for them to call YOU back. But the "call back" appointments fill up quick and once they do the option is removed for the day.
If you need to find an EPP provider where you live let me know - there are different ones across Canada.
I wish you all the best and feel your pain.