The most moral and also advantageous way to deal with big company customer service is to express that you are annoyed at the company/problem, understand its not

The most moral and also advantageous way to deal with big company customer service is to express that you are annoyed at the company/problem, understand its not the CS reps fault, and that you hope they can help. Ie - get them on your team. From there if you aren't getting resolution you can modulate the % annoyance vs % thankfulness and eventually demand escalation, which once you've been on the line long enough they are all fairly willing & obliged to do. Once you get escalated the manager is generally ready to put the fire out and move on. I dealt with something along these lines with a VZ fraud issue where someone ordered 5 iPhones & new phone lines in my name and then VZ refused to cancel the bill even after being given the police report number.