If I were you I would call back and ask to speak to a manager to whomever you're speaking to. Then when you get them, explain the situation but before they say "We're so sorry, we'll fix it!" tell them you would like to speak to THEIR manager or be given a number to contact. Then let them know you will call the number as soon as you hang up and if the number is bogus or no one picks up, you're calling right back.

Also, press 0 if you get a voice automated system. It almost always leads to a real person instead of sitting on hold waiting.