They have made the business decision to ensure that issues like this will not reach any one beyond prefunctory clerks.

To get to a decision maker it must enter their system through a different channel. A legal filing, even small claims, being one.

Tangent warning:

Years ago a good friends' troubled 14 year old daughter snuck onto a UA flight SFO to New York. No ticket, no ID. (It was pre 911) When located by police in NY, UA refused to fly her home as UM since he was not in NY. They forced him to fly to NY, pick her up, fly her home. He filed a small claim for his ticket claiming they refused UM service. At small claims just down the road from SFO, an atty showed up. Prior to the case he asked my friend "say, what happened?". My buddy explained, and mentioned his wife worked for the SF Examiner. Atty shook his head, exasperated, said 'what are they thinkihg- yes we'll pay everything if you drop". Buddy said "I'll take a cashiers check by close of business tomorrow" Asked the judge for a delay pending a settlement...He got the check, then he dismissed the action. He was worth $10M at the time.

its all about reaching someone that can appreciate their exposure.