I had a similar problem with TFL for work recently phoned customer services, after 45 mins on the phone I was told to email customer services. all I wanted was a contact name. emailed customer services asking the question. got an automated reply saying they would reply in 10 working days - 10 days later almost to the minute a reply arrives, giving me a different department to contact - emailed them - yes reply says 10 days, they said no, not their department and put me back to customer services. back I go copying in all the previous emails, and yes told another 10 days, by this time I was a month and a half in real time, getting a bit cheesed off that nobody can tell me the name of the person I needed.
I took a punt, looked up the list of executives for TFL, guessed at the head of the department I needed, put his name at the front end of the standard tfl email address in the same standard format copied the email trail, and said I had been waiting a month and a half. 4 hours later I get an email from the contact I needed - the email was fielded by the top mans private secretary, who found the person I needed and got them to email me.
sometimes you just have to raise the game, but a lot of companies run the 10 working days to answer an email rule, when they then pass you from pillar to post, still applying the rule it gets beyond a joke.
Grendel