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Billing Issue

I need to escalate a billing issue, I’m frustrated because I spoke with an Agent and I thought my billing issue was taken care of but it wasn’t and two days later my phone was disconnected due to non payment for a credit that was supposed to post to my account due to me be billed in error for almost a year. I need to speak to a manager ASAP, I work in a call center and I’m aware you can pull the calls! I’ve arranged for two call backs only to not received anything please direct me in the right direction.