Over the years, I've found the best approach to resolving seemingly intractable customer service issues with large companies is to write a letter to the CEO at headquarters and also formally file a complaint with applicable federal, state, and local regulators and licensing entities, if any (e.g., FCC, FTC, FAA, NYS Department of Public Service, NYC Department of Consumer Affairs;
not a Better Business Bureau).
Concisely lay out the facts, provide useful supporting documentation, and make a specific request. Don't threaten litigation--that gets the lawyers involved, when what you want is the business unit to resolve the matter.
- Many/most/all large company CEO's have staff tasked with addressing this correspondence, getting you out of the bureaucratic quagmire
- Regulated businesses typically are required to resolve formal complaints and report on their resolution, again getting you out of the bureaucratic quagmire
- It's cathartic to simply write it out and get it out of your system.
This may seem time-consuming, but I find it's much more efficient than bounced around various customer service agents and departments. Try the typical route; if the company doesn't resolve the issue and it's substantial enough, go to the CEO. This is not about being a crank; it's about finding a path to someone with the responsibility and authority to resolve the matter.