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Call customer service at 800-922-0204, choose option 4 for "Other" and say "Agent" at the voice prompt asking the reason for your call. The usually connects me to a live person within minutes.
Does this have to do with promotional credit on device(s) purchased? You are charged the full amount of the device payment option, then are to receive credit making the device cost less or nothing in the end? Those credits have been showing for a lot of folks recently, along with the back credits for the previous three months.
If it is another issue, some details may help us guide you better.
