If simply getting another phone you wouldn't need a new number and account. Typically switching phones just needs the SIM from the old phone physically moved to the new phone. If you did buy a new phone through Telus and didn't pay for it in full up front, you may have needed a new plan or contract and there may have been a down payment required for the phone itself depending on the options you chose, but you wouldn't have needed a new phone number or account number. I've been through several phones and different plans over the years with Telus and I'm pretty sure I still have my original account number.
Which phone did you get? Did you order it online from Telus or through a local Telus store? Are you paying monthly for the phone? Do you know what the down payment amount for the phone was? Do you still have your old Telus account and phone number from your old phone? You may ultimately need to talk to someone in sales at Telus directly to try get things sorted out.
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