Yesterday I had a slight challenge with my bank. I did what any individual would do and I called the bank hotline and got a representative. When I presented my problem, the young man on the other line told me that there really wasn't a solution and that the system was automated so nothing could be done.
A year ago I would have said, "Thanks for clarifying" and hung up the phone.
Instead, I asked if there was anyone who was above him that I could speak to.
He gave me his supervisor and I informed this individual of the problem. I then also let him know that this problem could potentially cause me to leave the bank if not resolved. At this point the supervisor put me on hold and when he came back, the problem was solved.
The first person you talk to in a large business has the least to lose when they tell you to go fly a kite. They maybe might get fired or get a bad review. The higher up you go on the ladder the more each person cares about the company, so if you ask to speak to these people they almost always will find a way to help you, because if the company takes a hit, so do they.
If someone is put in charge, their job suddenly becomes very political and they do everything they can to keep the customer happy.
Find the person who cares the most and you've found the person who can really help you solve the problem best.
And then, everybody gets to be happy.