Wow, it sounds like you've had an unusually bad experience. We certainly didn't get our award-winning reputation this way and this isn't something I see or hear regularly.
However, as much as I would like to assist you here and not have to refer you anywhere else, someone will need to access your account. Ideally, an escalation will not be needed. But if there is an account-associated escalation or known-issue, they would also be able to locate that.