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my billing

I have different phones in my account there was one that broke and needed to change the plan to try to fix it, they told me that there was going to be an extra charge, but it was going to be taken care of with a manual credit, this never happens and my bill is outrageously high, I try to contact billing department and no one answer please help me fix my billing I am supposed to be paying 250.00 a month, not 333.00.