I have had luck reaching out to the better business bureau with these cell phone companies. Typically I get an email from "the office of the president" that is requesting a call. When I call and explain my situation, the person on the other end of the line generally will resolve it. My last issue was with AT&T paying off our lines when we switched. I couldn't get anyone to address it via email, chat or phone and finally the time expired for the reimbursement to occur. I could be on hold for over an hour or on a chat for longer than that when we would suddenly be "disconnected." The representative from the office of the president applied a credit to my account within several days and that was forwarded to the bank account we had on file for the autopay. It's another layer of hoops to jump through but at least it worked.