You are very right indeed.
Also, Swiss at Twitter was "kind" enough to tell me about the multiple departments. I just don't understand how they are unable to take one's email message and assign it to the correct department.

This whole debacle relates to
a) Class Downgrade Compensation due to Cancelled Flight. That one has been addressed, but no response to my reply. Requires escalation.
b) Points being credited to the wrong program, which I believe is due to their not so awesome website.

Europe based, non Tier. Actually, I've just realized that out of all the flights I did in the last 8 months... none got credited to the program I chose. With the exception of two segments flown on other carriers.

I mean ... I had high expectations for the airline but clearly, something is failing at the back-end for all these situations to keep repeating themselves and for us passengers to be unable to get through a simple "you gotta fill out the form on the website". Feels very, very antiquated and non customer centric. But it could be me.