With any company compaliant to them; always get names and id #s of the reps and write down what is said.Also,date and time this information in case you have to take them to court.
Also, look up names of their executives from the internet and write to them and compalin to the public utilities comission as well as the attorney in your state. Make copies of all of your reciepts and any bills concerning this issue.
Inother words document everything and copy everything!It has save our family thousands of dollars over the years.Best of luck in your complaints!
Monetary Loss: $3000.