Billing help

Hello. I have reach out to get assistance with a credit on my account. I have been speaking with Pamela who has said my case is closed due to her not being able to locate the chats. I emailed a screen shots of the chats to confirm that I did have a chat with a representative. She said that she is unable to locate them and to give her a week to research. My calls and emails have not been responded to. I am looking for a credit due to the chat agents and ecare agent being unable to offer the plan I was requesting. I finally was able to get a ecare rep to assist with the change in the plan. I am asking the plan to be backed dated to reflect the credit. I was being told that the best plan was 255 a month. When I asked for the premium channel to be remove I was told again that the 255 plan was the lowest. I was finally about to get the plan down to 155 a month. I ask requesting a credit to cover from 08/21 to the date that the plan was able to be changed. Thank you.