Cryssy talked to a manager from Brighthouse today (promise kept #1). She told her that she will have their best tech sent out to the house tonight to fix the problem and she gave Cryssy her direct office and cell phone numbers to keep in touch about the problem. Once the box is fixed, they Cryssy was told they will credit our account for the approriate amount. (promise kept #2).
I will post more after the tech stops by tonight and (hopefully) the problem is fixed.
I'm cautiously optimistic.