@Rotergirl - Email is a good idea. Call centers are completely useless. Assuming you even get to talk to a human, like you said, they're probably working from a script, and if English is their sixth language, not their first, there may be a serious communications gap.
I'd also add that threats are not helpful. It's much more effective to just say what happened and what you want the company to do (within reason) and leave it at that.