More than likely, there is a forced arbitration clause in your service agreement that prohibits you from bringing suit against the service provider.If you are promised a credit from the company, gain specific information at that time about when and how you should expect the credit. Note the date/time of the conversation along with the name of the individual who promised the credit. When the time passes and you still haven't received the credit, call again and request to speak with a supervisor. Generally, a supervisor can apply credits without additional levels of approval (up to a reasonable amount). Be firm but polite. If all else fails, social media posts with a lot of attention can be very persuasive.