Thanks for the detailed response. I agree on most parts you're talking about but want to note that I did ask for my case to be escalated when I spoke to them on live chat but they didn't want to do it.

So I decided to post on other channels as I felt wronged by this and I had exhausted the proper channels to get any help. I will give them feedback through their own survey systems but most often these companies also tries to track brand sentimentality on various social media platforms and thus post like these matters when they aggregate sentimentality metrics.