Having met renwaldo I can assure you all that he is lovely and I'm sure it is just borne of frustration (but I'll gladly show him how to use Skype next time he is in CCR!).
There is one organisation in this area which is just as bad as BA: step forward IHG, the company behind Holiday Inn, InterContinental etc. I must admit I came close to a letter before action with them after a 2 months run around, gave them a snotty telephone call of the first order, both barrels, and the charming agent deflated me entirely by fixing my complaint immediately and in full.