I wouldn't worry too much about the results, there's no abundance of pilot jobs out there anyway
While I appreciate [I think] you say this in jest, I believe that it sums up the attitude espoused by the institution.
Whether or not the operatives are told this, a service is being paid for - it is not unreasonable to expect stops to be pulled out in order to get queries resolved. Imaginative solutions should be offered - lacking in the OP's case - he/she had to do all the legwork.
Even if it isn't the answer you require, to be shown the
courtesy of effort would take, I am sure, the heat out of 90% of complaints. It's as if no thought is given that probably >=75% of applicants with problems are newcomers; questions that may seem daft are par for the course.
Perception is all.
Post edit - BigGrecian has a point, but the government aren't interested - 'private matter... agency... not civil service...' and the like.