Just an update on this and looking for help!

So far:

- have called BA three times (and they have called me back once) - however when I called today they have no records of any of the previous calls.
- I can't complain over the phone apparently, and nor can I speak to a supervisor. All complaints have to be email/online.
- sent a complaint online. never received a confirmation email (but I noted the case reference number) - went to check the case reference number today and shows up as "closed" asking me to check my email. I never received an email. Call centre staff cannot tell me what the resolution was in the email since they can't see the email!!!

Is there anyone from BA on these forums that can help here?