Depending on the specifics, it might be something best done by phone... Call the Gold line and ask to speak to Customer Relations, at least that way you end up lodging the complaint with a named Individual. Can you give a bit more detail on the issues? Collective wisdom of Flyertalk may be able to assist with the best way forwards and a frank opinion on whether you are flogging a dead horse in regards to fixing things (sad to describe it this way, but its the truth.)