Yeah I certainly think that OP should have given up on customer service sooner and figured out a way to get through to the department of not-fobbing-people-off.

Yeah I certainly think that OP should have given up on customer service sooner and figured out a way to get through to the department of not-fobbing-people-off. This feels like that kind of complaint that, if it arrived in an appropriate format on the desk of some lawyer working for the company, would be quickly forwarded to the relevant department with some note saying ‘Please fix this and let me know when it’s done’.