I purchased a new phone from the Webstore and returned it the day after receiving it as it didn't have the functionality I needed. After waiting  5 weeks (the web estimate for returns is 4 weeks) I emailed help and they told me to keep waiting as they've been busy.  I checked in with the Canda Post tracking number and says its still in transit so I called them and they verified delivery was confirmed at 10 days after it was sent. I waited 2 more weeks and there's still nothing,  so I booked a call back. They gave me the "just keep waiting" runaround, l until I got upset that they weren't even listening to what I was asking and support then confirmed it was never logged as received by the warehouse.  I now have to wait for a claim to be filed with Canada Post. I ship things for a living so I know this is another circle of nobody assuming responsibility. This is really an issue between Koodo and Canada Post but I'm stuck in the middle paying for a tab I'm not using, therfore making it impossible for me to purchase a new phone, which I need asap. Customer service told me to just open a new tab, but I'm not at all convinced that I'll get any resolution with the old one and I'll be paying a double. Has this happened to anyone else? Is there a way to escalate beyond the generic help line?