Sometimes company legal teams can be the most accessible way to draw attention to something like this, and I don't mean in a combative way. They're very risk conscious, they see a '10+ years of building a heavy metal community, gone like a puff of smoke' in terms of risks, both of bad publicity but also if you were to somehow litigate because of the damage to your business or project. Often they have an email address…
The patio11 blog post you're looking for is https://www.kalzumeus.com/2017/09/09/identity-theft-credit-r...
Mean words cannot hurt a bank. Threats cannot hurt a bank. Paper trails, though, are terrifying to regulated institutions. Your bank’s customer support representatives are taught to evaluate whether someone looks like they’re competent and collecting a paper trail. If they are, the CS rep is supposed to stop touching the case immediately and instead escalate them to a supervisor or to the legal department.
At a first approximation everything in that paragraph is wrong. Banks care a lot about reputational damage (i.e. you can make them look horrible on twitter or in a news article) and will immediately begin taking you more seriously if you mention you might contact a lawyer, are already in touch with a lawyer, etc. It's true that communication is better and things work more smoothly if you have all your ducks in a row, but I think a respectful customer service rep is just going to assume that a paper trail exists or can be produced. They aren't going to try to take advantage of a situation where a person does not have every last document at hand during the call in order to provide worse service.
Perhaps interestingly, "legal department" is a phrase I do not recall anyone using at any bank or credit union where I've worked. I mean, they've got lawyers, and I suppose most of them are organized into one or more departments... nevertheless.
If you're feeling contrary, especially on the topic of reputational damage, you would be right to point out that banks like Wells Fargo continue to exist. I am in awe of the fact that anyone continues to bank with them.