I don't understand your complaint. But, if you've tried complaining via phone and email and haven't got anywhere (if you complained online allow 3-4 weeks), switch to pen and paper.
Write a LETTER to one of their senior managers (search their website for the appropriate VP that handles Customer Service). Make that letter POLITE, concise and factual. Indicate that you have tried other routes but so far have not had the courtesy of a reply. And request (yes ASK) that they address your issue. The nicer and more polite you come across in your letter, the more likely the person who reads it will want to help.
With a letter, you may have to wait several weeks for a reply (allow 6-8) but it may help unclog your complaint in the system.
Edited: 12:26 am, February 11, 2013