You need to speak with customer relations - not customer service - and explain the situation. Here are some things that they're going to ask you... Did you recently change your calling plan? -With most companies, that generally extends the calling plan by two years. They will then say that when you made the change, the rep who upped or lowered your minutes should have explained that. Did you get a new phone (upgrade your equipment)? -Again, with most companies that WILL extend your contract by two years automatically. Do you remember who you spoke with? -This doesn't really make a difference, but they're asking you to basically verify that you're not lying about what's been going on. From this point on, take names and dates that you spoke to people. Make sure that when you call, you ask the rep to repeat their name. Write it down, then immedietly ask for a supervisor. When the rep asks your problem, asks again FIRMLY for a supervisor. Do NOT explain your problem to them - they'll screen the call for the supervisor/manager and you may not end up speaking with the right person. When the sup gets on the line, ask their name, which call center they're in, and their extension before even explaining the problem. Write down EVERYTHING they tell you if they promise results, and if and when they place you on hold make them promise not to blind transfer you to another department. If your problem is not solved, you need to call back, repeat the "getting a supervisor" process again, and let the supervisor who gets on the phone with you know exactly what was promised to you and by who (call center, name, extension). Good luck!