I may haven't personally experienced what you've been through, but know that you have the right to be heard and I'm here listening to you. Thank you for voicing out, and I already relayed your feedback to the corresponding department.
I'm here to assist you however I can and address your concern right away. Do you have a case or an investigation number about your previous interaction? I'll be using my tool to check for any updates and provide it to you.
Once I have the details, I'll be glad to look into it for you and get in to the bottom of this. Take care and have a good one.