[Maritime Q-Scout]

This isn't directly at the original poster, but general advice for dealing with any call centre employee.

When you call up speak in a pleasant tone no matter how upset you are. Remember the person on the other end didn't maliciously attack you and screw up your bill/stuff/etc

Present a solution if at all possible. If you can say "this happened, and if you could do this for me that would be great." But make sure the solution is reasonable.

Use the employee's name as much as possible. If you personalize yourself with the employee, they'll be more likely to twist and bend the rules to help you out, or find a solution by thinking outside the box.

Good luck to the OP