We have been customers for ** years.Our sevice contract was up and we contacted you to...

We have been customers for ** years.Our sevice contract was up and we contacted you to get the promotion for seniors ** plus for my wife and me and put our ** year old son on separate line. My wife has an email confirmation with employee about discussion in may. It was her understanding that account would be changed to senior plan.Our next bill in June was huge and did not reflect the senior plan.When we contacted you again it was told us that the discussion in may was just an explanation and not a switch.Due to your miscommunication we are now past date if senior plan promotion.We feel you should honor new plan at the reduced rate as it was your mistake.We were told the matter was being sent to Escalation dept to resolve..Unkess you honor the senior rate you will lose.a loyal customer of ** years.My email is *****@***.com and my wife Margaret Jackson has been dealing with you.Her phone * is *** *** ****. The account may be in her name and I would prefer you deal with her..Her email is *****@***.com.*If you dont resolve this asap we.will be forced to change providers. We started this pricess in may and a supervisor told us this week we would be contacted asap.Several days later no action or contact! Every time my wife calls the connection disconnects or drops.