As I posted about recently - big organisations need to have an ombudsman - a way to resolve problems when the company's ordinary support mechanisms fail to resolve issues.

https://news.ycombinator.com/item?id=19092039

It's silly that the only way to get big companies to resolve crazy failings in their normal processes is to take the problem public on social media.

Instead they should have a built in process that operates outside their normal systems - an ombudsman who has the power and authority to instruct other areas of the organisation to make different decisions.