Escalation tickets

I received a call today in response to a previous post I made about a ticket.  The woman Jen in the billing department pulled up my account and said there was ZERO history of the ticket I submitted back in November. I was being overcharged for data for months when I was not using my wifi. They were telling me data tripled. Anyway, this ticket dates back to November and the fact that she could not see any notes is inexcusable. I am sick of reiterating myself and representatives not understanding why I am calling. This happens every time I call. Don't you guys document and track calls?  It's insane and extremely frustrating. I asked to speak a supervisor.  She told me I would get a call back within the hour from a supervisor. My phone conversation was at 10:45 and it is now 1:45 PM Eastern. I am not sure what is going on there, but I need this problem resolved today! I am sick of spending hours of my life repeating myself and this thing not getting solves. I am owed a credit of $300+ dollars for my overcharges. Please get back to me asap and not from the billing department.