Where is my carrier freedom reimbursement????

I submitted my request for reimbursement on March 29, it shows as approved, but today is May 2nd and I have heard NOTHING about where the money is. I've called multiple times, I've checked the website multiple times, and all I'm told is "you'll get a text message when it's ready". Right now I'm on hold yet again with the reimbursement department, who never answers. I now owe Verizon over $500 that is past due, all because I'm waiting for T Mobile to provide what was promised.  Does anyone have any idea how I can get this resolved?