TELUS - SmartHome Security

I have a door access lock that was installed by ADT, now Telus. It's not working and I called the sales rep who did the update to our system when it became Telus. He said he didn't sell security systems any longer and he didn't know who I should call (he's at a different division at Telus). I called the main number - I am an existing customer, pay a monthly bill - and asked for contact information to reach my new rep. I was told that would have someone call me and I couldn't have a contact number. I told them that it was urgent. I asked what if a rep didn't call me and she said, I'd need to call the main number and they'd escalate the request. This is crazy. I did not get a call and I will find someone to do the work, other than Telus.