After calling *611 for the 4th time, there are no notes nor updates on what’s wrong with my pre-paid phone since it stopped working on Jan 8th. Margarita (3rd CSR), escalated once more using a special form on Tue January 19th to the Engineering department requesting an update. Today (5 days later) there is still no news. The CRSs keep telling me that the issue was escalated and it is out of their hands at this moment. They asked me to remain patient and that I will get compensated for this major interruption. Ticket number 6192158.