Prepaid Reimbursement/credit

i have a prepaid account.  it automatically comes from my account.  i lost my card and had to have another one come in to replace it.  however, the money i had (over 400.00) was removed from my phone.  once i got the new card in, i called to give the information and the 400.00 was to be returned to my account.  the first representative told me that it would take 24hrs.  i called back two days later.  now it is it has been sent somewhere to a higher level for approval and it could take several days.  however, i asked for a specific number and a few other specifics which i was not or as told by the rep could not be given.  i asked for an email or number to talk to someone else.  it was not done or i was told they only had a mail in address. why?  i think there should be email and phone numbers to everyone and service offered.  in the end, it just seemed like i wasn't getting the necessary service i needed and answers i wanted because i am a prepaid customer acct.  does anyone have any contacts or offer assistance in this case while i wait for a call back that could take a couple of hours.

 

thanks in advance.