I need help with this

OK so I was in hospital and my family broke in to my att a count when I found out about it I called att they asured me that it would not happen if it did I would be credited something to my bill my bill is 700 dollars know because it did happen again how do I get what was promised to me . I have called I been on phone for over 1 hour just getting bused around to different people? !I want to keep my att a services but if something is not done I will go to verazon.