Re: Next time, screenshot it and post it on Twitter with a link to the story
"We can't be arsed to do our job properly unless you hang out your dirty laundry in public on Twitter" approach to customer service
AFAICS customer service was doing its job - it even escalated the problem, a step which seems to be unknown to many these days. The tech side -trying without success.. It's PR that needs to be hung out to dry.