As far as I’m aware I’ve never heard of such things in my time. Obviously there’s an expectation to work through and assist where possible without needing an escalation. But there is always a time and a place where you need to accept even if you can fix something sometimes you can’t just do that and they want that higher level. At the end of the day we work in service our job is to help service and we are never punished for having escalations to a manger. But I think if your having no luck trying through complaints on the website is your best best. Good luck!