Customer Loyalty Dept Won't Answer Phone

I need someone from Customer Loyalty Department to contact me. I've tried for two weeks unsuccessfully. I remain on hold for 15+ minutes and the call eventually drops. I do not hang up - the call drops. Because I paid my May bill at the former "discounted" rate on the due date, I am now getting threatening cut off notices because my payment was $34 short (which I've since learned was because my promotional discount has ended). I have spoken to two different Cox representatives and they have told me I must speak with the Customer Loyalty Department to reinstate the discounts. However, I cannot get anyone to answer and I'm beyond frustrated. Thank you.