Feedback promise of 24 to 48 hours just not true

I upgraded my contract to a 2GB contract at the beginning of December after which I noticed I was getting billed for OOB data, I spoke to a consultant who said it was just a website error. Of course I ended up getting billed for this excess amount in Jan. I then queried it again and it was confirmed this would be forwarded to the admin department and I would get a response within 24 to 48 hours. Its now 11 days later and still nothing.<br> <br> The reference number S3-8W921-11SSG from Arlene Fredericks.<br> <br> Could an actual human contact me and let me know what the status is and what is the point of a reference number when there is no way to actually follow up on it? Here's a feature suggestion, have a way to track a reference number on your website.