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I don't think the left hand knows that the right hand is doing at ASIC McLovin. They suffered some big budget cuts a couple of years ago, and they are very fragmented with different offices, teams, depts, etc.

At that first level my complaint went to i'm guessing they just acknowledge the complaint, provide some very generic commentary, and point you to some resources. I think it would need to be very serious, or be one of many like complaints, before the desk jocky escalates it to someone who knows what they're doing.