Dispute result

Hi there, I filed a dispute with all the evidence last November and mailed it to 

[Office of Dispute Resolution, Cricket Wireless LLC, 1025 Lenox Park Blvd., 5th Floor Atlanta, GA 30319] in November 2021 following the instructions on your website.

https://www.cricketwireless.com/legal-info/notice-of-dispute.html

According to your website, “A Cricket representative will respond within 30 days of receiving this form.”

I have not heard back in about 5 months. I tried to contact customer service via chat and phone. But they said that it is directly handled by head-office and there is nothing they can do. 

Please advise what I should do.

Should I begin arbitration by submitting a Demand for Arbitration to the American Arbitration Association?

Thanks a lot.