Congratulations on being on #hive for seven years. Time sure does pass very quickly, I'm months away from six years.
Everything you state is so true. Whenever a complaint needs to be brought to the attention of those in charge, you always get the last person in charge, which is no help. After spending countless hours trying to talk to someone, frustration builds to a boiling point. Most times nothing gets resolved and you give up, that's exactly their game plan.
I love it when you walk into a doctor's office and the first thing they want is your co-pay, hell you haven't even seen a doctor yet. I feel your frustration and empathize with your dilemma.

Good luck getting it straightened out my friend, but like you said it may be more costly in the long run.