I have many issues with LX, but customer relations is not one of them. Usually they settle my complaints (they are always about something worthwhile) swiftly with a credit to my credit card, miles or an MCO sent out to me.

There is a special number for SENs: 0041 800 00 40 00, then I also have 0041 61 582 77 62. My advice: Call them, in a friendly and brief manner recap your complaint, previous communication, and ask them if they can find a simple solution for you. They will likely ask you to send another e-mail summarizing everything one more time, but you will have a contact person and maybe already a solution when you do that.