u/Lwn3

I know that the customer service representatives hands are tied on allot of things and they can only do what they can do. I'm not looking for any secret cheat code or anything unethical, just a nudge in the right direction to help get my issue resolved. Here's my current situation:

I was on the $300/year prepaid plan with US Cellular as I was the previous year or two. I had renewed in January and I migrated in May as that's when my wife's phone was up for renewal (her plan was the same as I had). I wanted to make sure there were no hiccups so she wouldn't be without a phone, otherwise I'd have waited. Since they advertised that their plans were equivalent or better, didn't see an issue, but since that wasn't true, in the end I signed her up for Google Fi instead. Cheaper, and I believe it used the same towers in my area.

Anywho, since I had over 8 months left of my $300/year plan, I confirmed with the rep that I would be getting around a $200(+tax) credit to my account, they said 1-2 months. Ok cool, I guess. So I called shortly before the 2 month mark for an update, and it turns out to have been 1-2 PAID months. Oh, ok, I must have missed that part, my bad. So waited for shortly before the third month (second paid month) before calling for an update and now it's suddenly 2-3 months. Um, WTF, but what can I do about it.

Now we are at the third month. Again, call a couple days prior to the end of my billing cycle for an update. They look into it, but it is more difficult for them this time since the US Cellular Prepaid department no longer exists. They are still unable to get this settled over the phone at this time and should have it resolved within 72 hours. So that means that I am paying for another month that I feel that I had already paid for. Yeah, in the end the credit should be the same, but this is still an extra bill that I had not accounted for, irritating.

Now I have waited 4 days (extra day to help eliminate lame excuses), and since the credit is still nowhere to be seen, call for another update. Now they still don't know and don't even have a timeframe to when they will have this resolved. Needless to say, but it is a bit frustrating.

So, yeah, I mean they seem to be lost on the subject and I know the CS Reps at the local T-Mobile store are even more restricted than the over-the-phone ones are. Is there a certain department that I should ask to talk to, or any advice that I can give to the CS Rep to help guide them to a resolution? To be truthful, I'd have switched to another carrier myself instead of going through this BS if my $200+ wasn't being held hostage.