Billing dispute – promised $0 balance not honored

Hi, I'm hoping an Official Employee can help escalate this.

[Account [ Edited: PII]

We moved out of this address on August 17, 2026 and no data has been used since. On September 3, 2026 I called about an erroneous ~$340 balance; the representative confirmed the account hadn't been properly paused for the move, confirmed no usage since August 17, and confirmed all charges would be reversed to $0 (I have the verification code and feedback-survey timestamp from that call for reference).

Despite that, the balance grew to $502.86. A supervisor on a later call acknowledged I've been a Gold-tier customer for 5 years and that the charges shouldn't have been applied, but said approval was needed from a higher level and opened Ticket [Edited: PII] with a promised resolution in 24 hours. I then received an SMS saying the ticket was reviewed and closed without approval, followed by an SMS threatening referral to a debt collector. The account still shows $502.86, and the payment history shows the account was current (three consecutive on-time payments) before the move.

Can someone from the Digital Care team please look into this and reach out? I'm currently overseas, so the email on the account or a forum DM is the most reliable way to reach me. Happy to provide full account details by private message.

Thanks for your help.