I don't think I mentioned my complaint be 'expedited' or 'prioritized'. I said it was dealt with 'rapidly'. I am not sure what point you are trying to make.

It seems reasonable to me that a customer use a publicly available contact route to raise a concern: it is down to the company how they take that issue forward. Certainly in my company outside agencies will sometimes contact me, sometimes my staff, sometimes other departments. We then deal with the enquiry as we see fit.