Koodo trapped me in a tab for a device I never got

[courtneyh]

On Feb 7, I ordered an iPhone from Koodo. Tracking stalled in Calgary on the 7th, and by Feb 25, still no delivery. Koodo said to wait 30 days for investigation but added a $1100 Tab to my account, blocking me from switching providers. Despite repeated calls (and my husband trying), they keep delaying ("give us 5 days") with zero resolution. Two months later, it looks like I’m stuck paying for an undelivered phone. I filed a BBB complaint, but Koodo just repeats the same excuses. Is it legal to charge me? How do I remove the Tab and leave? 

[TELUS_Support]

We’re really sorry to hear about the trouble you’ve been having—this definitely sounds frustrating. As Koodo operates as a separate brand, they manage their own accounts and billing directly, so we recommend reaching out to them for support.

You can contact Koodo through their customer service channels, or if that hasn’t worked, try sending them a message on Facebook Messenger (@Koodo)—many customers find that’s a faster way to get support or escalate issues.

[courtneyh]

As if I haven't tried that. I have spent dozens of hours on calls with Koodo support at this point. I have filed a BBB complaint. I have filed a complaint with the CCTS. I have sent emails to the office of the president of Koodo and Telus. I have had my husband call multiple times. Every time, they say "just give us five days" and five days goes by, no call or email from Koodo, so we call them back, and it's "just give us five more days" over and over and over again. This is beyond, so so so beyond "escalation" and it has gotten to the point that I will be speaking to lawyers. All you have to do is just take a little bit of time out of your day to help me with a solution. That's all you have to do. I'm not asking for a miracle, or a free phone or any money from you. I literally just want to give you my money for a new phone, the most *basic* of your services.