@Laura14 When I have to deal with incompetent people, I go one of two ways, and neither is to just leave.
I tell the person that I'm dealing with that "I WILL BE CALLING EVERY DAY UNTIL THIS GETS RESOLVED", and when the poor sap who gets my call (big call center) each day, I tell them to read the notes first and I'll wait. That is how I finally got an imaging center to credit me for the services that they did not do, but my insurance paid (out of my annual allotment). I had names, and dates of what and what was discussed and was happy to share with each call center rep.
Or, as in the case when I recently had surgery and needed my cardiologist to sign off on the EKG, I wrote a note with all the paperwork and what I needed his office to do and dropped it off in person (since I was going out town and surgery was scheduled when I return). After NUMEROUS calls to his assistant and never getting a call back, I showed up unannounced and spoke with the person at the front desk, and she personally went and spoke with his assistant. After 15 minutes, she comes out and tells me she sent it "yesterday", and it was all done. Next time I have an appointment, I'm going to mention it to my cardiologist (who is wonderful and his incompetent staff will not send me away from being his patient).
Good luck and DO NOT GIVE UP. Keep notes and force them to do what they are paid to do.
Oh, and I'm not active on social media, but I can pretty much guarantee if you share your frustrations with them online, someone will reach out to you. There are teams who do that with any big organization and whose job it is to keep bad reviews out of the press and socal media. One complaint can get a bunch of people to share their bad experiences and before they know it, it becomes a huge PR issue.
......You look like I need a drink.....