Telus phone support telling lies?

[wireless]

I am moving to a new rental unit and my landlord said he spoke to Telus and they said I could transfer his Gigabit internet to my name and get a discounted rate. When I called Telus they told me I need the PIN to his account, OR he would need to be on the call at the same time to confirm it. The support guy then tried to call the landlord but got voice mail. He then sent ME an email that states:



But said I need to send this to the redacted person's name and schedule a time for my landlord and I to JOINTLY call Telus. But this email said they have already provided permission and I just have to call back to complete the transfer. But he refuses to do it because he DOESN'T have an email address for the landlord (and current account holder) because I don't have the PIN to get into the account. His instruction to me is to send this email to the landlord and then schedule a time to waste both of our time waiting on hold for TELUS.

Except with this email saying they have the permission of the landlord, why shouldn't my expectation be that it is already done and they can transfer if I talk to someone else at TELUS? Why do I need to do their job. They told the landlord I could transfer with just the name and account number. Now they send me an email saying the same thing. But won't do it.

If I don't get a satisfactory answer I'm going to publish the rate I was promised for Gigabit internet, which is substantially lower than the published rate.



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