Good morning pentangle,
I can test our e-mail support system and escalate to the appropriate admin if there's an issue.
Regarding the credit, the review of the support call on which that was discussed indicated that the monthly discount was applied instead of the credit:
Agent: Here's what we can do in here, we can only go ahead and provide you a maximum of one week credit on your account to compensate that you're having--
Customer: Already done that, that's fine, but do you have any kind of promotional rate you can apply for a few months? Twenty bucks off, thirty bucks off?
Agent: Well--
Customer: I've had that done before.
Agent: In regards to that sir, I can go ahead-- I will not be providing you the one week credit, but I can go and only provide you a ten dollar discount for three months.
Customer: Eh, I'll take it.
Agent: OK? So I'll apply a ten dollar discount for three months then.
Customer: OK. It won't show up on this one, 'cause that bill's coming up in 3-4 days.
Agent: Yes this will actually start on the 24th of February. OK?
Customer: Alright.
I hope that clears things up as to why credit was not applied, I appreciate your understanding, thank you.
-Liz
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