Earlier quoted context omitted.
Next time your on the phone trying to get it resolved, ask them for their "corporate address for legal correspondence" in order to file your small claims suit. They will resist giving it to you, likely by telling you "it's online on their website". or they will send you to a "contact us" page on their website that doesn't display their corporate address. This is when you know you are winning. They may still not resol…
If you do this, be prepared for the company to call your bluff. Many places have a policy that invoking legal is a one way street, and once you’ve threatened to sue they will give you the contact details for legal and then refuse to speak to you through normal customer service channels for any reason. You’re now stuck dealing with the people who’s job it is to mitigate risk, and not those who’s job it is to keep cust…
The only time that has been my experience was with companies that were in a growth phase of early existence.
Also, I assume you are calling in with legit reason - so my point is exactly that the "risk team" will start taking appropriate action, ya know, to mitigate their risk. Indeed if you are calling to blow smoke up the company's ass in order to get something for free, you will have a bad time.