This was an accurate and well-written summary (and unfortunate) experience. We agree that you did not receive the customer service you or any of our customers deserve. At times it can be tricky to juggle the volume of emails and phone calls we get but it should be reasonable to expect that we would not miss as many attempts as you made to contact us. Our apologies.
We are currently designing a new system that should streamline our process a bit more. That along with a few other things we are implementing, should enable me to fill in some of the gaps in recent customer service. .