The old piece of advice if you were getting stonewalled was to write a personal letter to "$CEO_NAME, $HQ_ADDRESS". I wonder whether that still works today.
It often does. The other thing that has worked for me is contacting the legal department. Probably the same address, c/o legal.
Just don’t say something stupid like, “I’m going to sue you”. If you escalate too far they’ll wait for the summons.
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I worked in a department called “hot site support” back in the 90’s for Iomega (maker of the Zip drive). That meant I delt with two things, customers who spent over $100k on hardware, and customers that wiggled their way up to the CEO’s admin. I had carte blanche to resolve the issues and I was just 20 years old and early into my career.
