"The answer is no, now what's the question?"
That is the disease running through so called UK customer services.
Get out of the UK and see how others deal with
PR problems. It doesn't always work but at least someone will use initiative and try to find a way.
No-one cares in England anymore. It is a terrible state of affairs and just adds to the woes of the state of the country's finances and makes it the most frustrating place to live in the world! 'Glad I no longer do.