Unable to purchase phone, support unresponsive
I've been trying to purchase a phone from my balance and don't appear to have the option despite it being well documented that it's permitted and supported to do so and having been explicitly told that I could use my balance for that purpose previously. The only payment option I'm given is to use a credit card, despite having a balance substantially in excess of the cost of the device.
I tried contacting support by email on January 27th, which was assigned Case #86183502 and the auto-reply said I should hear back in 24-48 hours. I also attempted to follow up via a reply late on January 31st (in support's listed time zone). I realize and appreciate that with the transition to Boost looming VM may be short on support staff and/or have a massive influx of tickets/cases, but I have yet to hear back aside from the auto response message and am rapidly becoming concerned. If a staff member could please look at this case, or at least let me know if there is indeed a backlog, that would be greatly appreciated.