When dealing with any support (for any company) always write down a ticket number, and the employee's name.. gives them a bit more incentive to be attentive
If you don't have a ticket number then it possibly wasn't logged into the tracking system, so I'd give them a call back and try again.
It is important that when you call your carrier that you select the options or specifically ask to be connected to the carrier's Blackberry support team. They have special training from Blackberry and understand the escalation procedure.
-: DrewRead :- Can't find an app on Blackberry World yet? Tweet the developer and ask when they will #GetWithBB10 !! "Like it" if you like it.