escalation dept

How do I escalate? I have spent well over an hour today chatting with reps and close to same on phone calls so a wasted day for me! first rep absolutely amazing and helpful until she got disconnected from the chat and couldn't reconnect to her. she said my issue was my remote and offered to send me a replacement with no charge to my home and a credit of $15 due to being a loyal customer dealing with this inconvenience.  once she got disconnected all other reps told me nope can't do that. all remotes are 5.95 for remote replacement and they dont do credits and will not honor even though I have screen shots of the chat. I called corporate they confirmed they will not honor due to all customers being loyal customers. I said if thats how you fell over a replacement remote which I already pay $10 a month to RENT from you and a $15 credit due to wasting more than half my day trying to resolve this then I will be disconnecting my equipment and returning to a store. Not one rep including corporate has cared about my 17+ years as a loyal customer spending crazy money on my bill with. no complaints. EXCELLENT customer service!!!!