I message chatted with a representative the first week of Dec 2020 and requested my phone and internet be cancelled, and only keep my internet service. After an hour chat I was told that it was all taken care of and the new plan would be in place within 24 hours. Yesterday I get a bill that reflects the amount for the triple play that I had cancelled during that chat. I call and am told there is no record of my changing my service. I point out that there is an internet IM chat log which shows the entire conversation, but the rep tells me they see no call, and now I have to pay for services I requested cancelled. I spoke with two reps who told me they could not help me. How do I elevate my complaint to someone who can actually assist? thank you
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