Complaint help

I filed a complaint last week about the horrible service with your online agents. I was contacted by you office by adrian and he said to give him a call back during hos office hours which ends at 430 pm est but im not available until 130pm pst. Which is the same time since we are on opposite coast. It also said to call their office between 9am and 9pm est but when i did i just got sent to his number. Now im not sure what to so because they closed my case and  my original problem about my broken phone has not been solved. Any help would be appreciated thank you

[Edit: Personal Information]