No one will help me- customer since 2004

I have a personal account since 2004 and a Biz since 2012. I noticed my monthly has increased lots over the year and it’s way above standard average, even with auto pay and paper-less. 
I called and was at first transferred to sales, who transferred to customer retention, who transferred me back to sales. Then I was disconnected. 
when I called back and asked for Customer retention (after 45 minutes of this) I spoke to a man who looked up my account info and said he can’t help me because someone already is. When I asked to speak with that person (Ebony), he said she’s busy but she will email me soon. 
I said I wanted to take care of it immediately and he said she’s the only one who can help me. 
No one has emailed me, and this is awful way to treat loyal customers. 
Is this for real?  It seems like some sort of joke at this point