they have the ability this day. It is 100% available without any changes, except to allow it to happen in their rule book.

It keeps getting more and more like this in most services. They put all the effort (human and monetary) to "enroll" you in, once you are in, they just take for granted you will bring them the LTV (Life Time Value) and give all priority to new customers, avoiding to give any facilities. You waist way more time on the phone or discussing with the service attendants about stupid internal protocols on the stores, than fixing the problem. The only way to "sometimes" speed things up or get them solved is to tell them you are leaving the company for a competitor, then the whole protocol changes to "client about to leave" and you may get some "special attention".

Sometimes, when I go through such an experience, I think on older people dealing with similar problems and I just cannot imagine how they can go through them without help from relatives or friends.