I am currently a BYO device customer who broke his phone. I decided to upgrade to an iphone12 and did so online via my Telus account (per the offer Telus had emailed me days earlier). During the online upgrade process, I was not asked for a credit card or any form of payment and assumed any charges would be applied to my account and show up on my next bill. I received a confirmation and then I waited 2 weeks but the phone did not show up. Eventually, I received an email from Telus cancelling the order stating "we are unable to process your order as the payment was not successfully captured from your payment card" But I was never asked to provide one AND I have an account that's up to date, no missed payments or issues. Tried calling Telus, the automated operator states I will have to wait for over an hour to talk to someone. At that point, I gave up and ordered an unlocked phone from Best Buy and had it in two days.