I agree the customer service response in this case has been totally unacceptable. Did you record the name of the person(s) you have spoken with at customer care?

I think a detailed letter, with names, dates, and times needs to be written and sent certified mail to the VP of customer service...and he especially needs to be aware of who in his staff is telling you to take your business elsewhere. Sounds like some staff need "help" finding alternate employment where they dont need to stress themselves out with having to deal with customers.