Billing issues

I have spoken to you on four different occasions. The last time I spoke to you all I was told that something had gone wrong with my switch to bulk and that they would retroactively on it and that I had been overpaying and I should get a refund from you instead. I never heard back and I’m getting bills and disconnect. I just got off the phone with you all again was told I would be texted and emailed and escalation case number and that this would be resolved within 24 to 48 hours. I still have no confirmation just like from the last call a month ago.