My experience in general is that people at the top often have no idea how customer service contacts are interacting with customers, and I wouldn’t be surprised if this is the case here too. I have gotten some good results going right to the top before - honestly, at this point I don’t think you have much to lose. It’s shocking that they are doing this, especially now, and if I were you I would definitely be trying to get someone “in charge” to actually listen to the facts of the case. Good luck.
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