Seniority in customer service
Seniority exists everywhere, and it’s something that might benefit customers, even if it pisses off people within the organization. This is even true with customer service reps, where the oldest and most experienced can choose which shifts they want to take. So, if you can speak to a senior customer service officer, you’re going to receive the help you desperately need.
If you want the best help possible, try calling customer service early in the week and in the morning. You’ll have to deal with longer wait times, but it’s worth if you have a dire problem that needs resolving.