I work as an Executive Escalations Analyst for a telephone company, and can tell you that I handle complaints from The Better Business Bureau, FCC, various state Public Utilities, and Attorney Generals all day, everyday. The best way to handle this issue is to find out where to get a call or letter to their Executive Escalations (or whatever they may call it). All of us who work in these departments would prefer to have these issues resolved BEFORE they become formal complaints. We all have more authority than Supervisors or Managers, and in most cases, we can bypass practically any policy in order to resolve an issue. How much we will bypass depends on the attitude you bring to us, but trust me, this is the BEST way to get this resolved.