I would send them an email at the address listed in their HN profile (it's there, I checked). I would NOT respond to a complaint like this on Hacker News with some performative demonstration of concern.

I would ask my VP for customer service to explain the state of the operation and why this case is such a mess. Who knows, maybe they aren't getting adequate resources or support. I'd do a deep dive: - What are our average call hold times? standard deviations? what is our response to outliers? - How do we QC these calls? - When we promise to contact a customer, what is our average response time? standard deviations? what is our response to outliers? - How do we QC the quality of those responses? - What are our escalation procedures? How often / effectively are they invoked? - What is our track record with credit bureau reports -- how often are they challenged? what is the outcome of those challenges? - What is our plan for customer service? How do we know it is properly resourced?

I'd expect answers to these questions in a day or so, if they can't answer these quickly they aren't the right person.

I would be preparing to tell my board, subject to the answers received above, that we have serious problems in customer support, we need new leadership/strategy there, and this might be expensive.

These are the guesses of a zero-management experience dude. I'm sure a real CEO would have a better list -- but they should be doing something serious about problems that are clearly systematic.