Good thought re a Koodo vs PM messaging glitch, @esjliv , however OP stated reference to prior carrier being TELUS, not Koodo. (yet, still 'all in the family', so to speak...)
See this from their earlier posted reply:
"My credit on my the 2/3 Telus refund will pay for her PM account for 3 months!"
When I had a porting issue getting here ... the Telus technician that fixed my situation led me to believe that Telus techs do the Koodoo and PM porting , so understandable how there could be a glitch between the two once in a blue moon .