Problem with obtaining credit on account

when my DVR & TV were destroyed when lightening went through my satellite coax cable, I was told when I reported this issue to AT&T that my account would be credited for both the time I was without service and for the new DVR they sent to me.  This was also communicated to me when I had to spend over an hour with a rep setting up the new DVR.  He said he could not yet credit my account for the DVR since it was not listed yet in his system.  I have contacted AT&T 4 times since then & either the supervisor did not call me back or passed me on to someone else, who hung up before talking with me.  I am very frustrated with AT&T.  DirecTV, before taken over by AT&T was great with customer service.  I wish there was an email option to contact them.  Any suggestions?  I am thinking about switching providers.  I'm not sure anyone else could be worse.

Thanks,