Re: lack escalation
"Having worked (a long time ago) in a BT call centre, there was a time limit on how long a call centre operative could spend on any one call"
Which is why when you're pissed off with a company, it's a fun game to keep one call centre operator on the phone for an hour. Yes, I've managed to do that (or longer). You can tell that they're getting increasingly desperate, but they're not allowed to hang up on you either. (They're invariably outsourced. Properly run companies have decent escalation procedures and can fix problems before they've dragged on for months)