I've had some rather lengthy, disappointing telephone conversations. It's amazing how long it takes just to get through to a live person. So many companies and organizations make you suffer through their whole menu before transferring you to a hold line for a representative. It also irks me when the rep reads from prepared text which is a blanket response for anyone asking a question on a given subject. I often ask them if they are recording this to make sure they know how little help they are. If you don't have success you can always ask for a supervisor or use the word "escalate" to the next level. I have had success with the Live Chat which most companies offer these days. It may be a good place to start and offers a way to document your conversation by printing out what was said if something was promised or offered.
